Director Customer Support Services at Imperial Retail Logistics

Job Function:

To lead and align the Customer Services, value chain through the development and implementation of a functional strategy and operating model, enabling a high-performance culture, client and customer satisfaction, reduced risk and compliance to regulatory and legislative requirements.

Key Performance Areas

Customer Service:

• Align and integrate a value chain function with internal & external client requirements as well as market trends and other business intelligence.
• Analyse and report on client service levels, trends, risks, and improvement opportunities.
• Identify, report on and resolve industry vertical related risks.
• Negotiate and finalise reviews of contracts, terms & conditions, rates & service agreements.
• Resolve escalated client/customer queries.
• Develop strategies to increase the quality and efficiency of support to customers.
• Serve as Member of Executive Team and provide input into business
• Strategy and operational decisions

People Management:

• Lead & develop a team capable of delivering customer interactions across multiple channels (Front and Back office)
• Align people's performance goals to support the achievement of a strategy for multiple value chain functions.
• Fill approved positions in compliance with the Recruitment practice.
• Manage the Customer Service team including succession

Stakeholder Relationships:

• Build strong relationships with customers for new business development opportunities.
• Monitor business and process metrics to measure and manage customer service effectiveness.
• Ensure all customer inquiries are handled in accurate and timely fashion.
• Oversee and maintain Call Center operations and Debtors including its staff and statistics.
• Maintain Relationships with relevant stakeholders internally & externally.

Financial Management:

• Develop and control a value chain function's budget.
• Ensure efficient budget management
• Identify and drive industry vertical growth opportunities.
• Manage and report on various financial and other industry vertical performance

Governance and Compliance:

• Define and implement a strategy, operating model and policies for a value-chain function in the context of the organisational strategy, operating model, relevant corporate governance and risk profile.
• Identify and develop process and performance improvements and efficiencies for the customer
• Ensure compliance with regulatory requirements impacting customer care function.
• Manage internal, group and client audits

Qualifications Required:

• Qualifications Type: Bachelor`s Degree and/or Advanced Diploma
• Academic Field: Sales & Marketing/ Related field

Skills and Experience Required:

• 8 - 10 years' Customer Service Management experience in a similar environment
• 3 - 4 years at Senior Management / Executive level
• Proven track record in a Health environment

Technical Competencies:

• Budgeting and Cost Management
• Building Client/Customer Loyalty
• Effective Business Communication
• Key Account Management
• People Management and Development skills
• Understand and apply Labour Relations Procedures

Behavioural Competencies:

• Business acumen
• Client centricity
• Improvement orientation
• Inspirational leadership
• Personal Effectiveness
• Persistence and tenacity
• Personal courage
• Strategic orientation
• Integration and evaluate business growth and sustainability.

We are committed to Employment Equity when recruiting and as such preference will be given to candidates who fall within our equity targets.

Should you not have received a response within 4 weeks of the closing date of this advert, please consider your application unsuccessful.