Divisional Executive: Service Channel Management at Liberty Group South Africa

Purpose

• To provide strategic leadership that will drive and optimise servicing related engagements across all channels into the Client & Adviser Servicing Centre as the entry point for all customer servicing requirements into Liberty.
• The role is accountable for driving five distinct and interrelated key functions, namely Support and Servicing Centre I, Support and Servicing Centre II, Adviser Support Centre, Business Preservation and Client Communications and Innovations Support (Robotics).  
• The division comprises of a number of teams that support both clients and financial advisers across all sales and distribution channels

Minimum Experience

• 8 - 10 years experience in a similar environment, of which 3 - 4 years at senior management level

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Contribute to the continual innovation of operational business activities, processes and systems in service of performance enhancement.
• Engages regularly with Management Teams across all levels of the business focusing on continually improving our customer service experience.
• Develops deep relationships with key suppliers (internal and external), manages SLAs and defines and implements improvements.
• Responsible for key operational decisions and resolving business issues promptly and effectively. Monitors key operational processes against SLAs, Business KPIs and compiles management information.
• Accountable for the formulation of functional operating models and value-chain integration, ensuring alignment with strategic objectives.
• Proactively identify problems across the function of which the causes are ambiguous and uncertain, identifies optimal alternatives and designs optimal solutions, anticipating future challenges.
• Plan for effective organisational management across the value-chain, set strategic objectives and priorities among existing services, processes or systems and new developments, and specify the required measurements to monitor performance effectiveness.
• To optimise customer service delivery by redesigning service channel effectiveness and efficiency to deliver optimal customer service experiences.
• Maximises the service channel platform by integrating services across the channels, planning service channel improvements and continuously measuring and implementing improved service and delivery innovations.

Customer

• Build and maintain stakeholder relationships for the purposes of expectation management, knowledge sharing and integration.
• Influence and drive the implementation of a customer-centric stakeholder framework, which builds positive relationships and encourages feedback.
• To lead, develop and enable service channel management of each service channel to provide leading edge customer services delivery to customers.
• Provides a differentiated end-to end customer service experience to standardise services, reduce hand-offs with simple yet effective services and solutions.
• Accountable for management and optimisation of the client, employee and Financial Adviser interface or engagement layer into Operations., enabling clients and Financial Advisers to initiate an onboarding or service request via their preferred channel.
• Proactively develops and supports preferred client interface channels and actively promotes future focussed electronic, digital and technological platforms that match client requirements.

Finance

• Ensure that appropriate strategies have adequate financial resources for the development and implementation of critical financial plans and budgets. Influence the implementation and integration thereof across the organisation.

Learning and Growth

• Ensures that all teams are sufficiently skilled, empowered and inspired to deliver an exceptional customer service experience to meet current and future servicing requirements.
• Integrate and drive human resource strategies across operating units to ensure optimum utilisation of human capability through effective planning and development.
• Provides a clear translation of the Operations vision into strategic plans that inspire a culture of customer excellence and develop and equip all employees with the skills to champion ongoing change
• Ensures appropriate resource allocation, talent management and succession plans across the division to ensure sustained skill levels and service delivery.

Governance

• Drive the development and implementation of integrated risk, governance and compliance frameworks, ensuring the consolidation of the risk profile for an area of accountability across the value chain, managing critical risks and providing feedback.