Head of Customer Service and Distribution - Parktown at Rand Mutual - RMA

THE JOB AT GLANCE

• Reporting to the Group Chief Operating Officer, the Head: Customer Service and Distribution will be responsible for developing the strategy for Customer Service and Distribution for the benefit of the customers/stakeholders including leading and overseeing both inbound and outbound Contact Centre Operations that service all RMA businesses (COID, Life, AIT) with diversified products and structures. You will also be responsible for shaping the future of Customer Service and Distribution, driving its expansion and growth through effective strategy deployment. The Head: Customer Service and Distribution will be required to optimise efficiencies and ensure the delivery of exceptional customer service through a variety of customer contact channels. Furthermore, the incumbent will be responsible for leading, managing and empowering the Customer Service and Distribution team through a management team to ensure optimal use of resources to exceed customer expectations.

WHAT WILL YOU DO?

OPERATIONAL AND FUNCTIONAL MANAGEMENT

Setting the Customer Service and Distribution strategy

• Develop, implement the customer service and distribution strategy, and drive strategic initiatives that will position RMA and its associated businesses in the market as the preferred provider of insurance from a customer experience perspective.
• Contribute to the development and implementation of Customer Service and Distribution for the Group, defining cost strategies, objectives, and operational practices in accordance with company strategy.
• Drive a customer centric mind-set within RMA, that will result in efficient product & service delivery, across all RMA businesses (COID, Life and AIT).

Lead and oversee end-to end Customer Service and Distribution operations

• Accountable for the overall performance of Customer Service and Distribution, to deliver a best-in-class service to all RMA businesses (COID, Life and AIT) and clients.
• Accountable for mapping and implementing the customer experience journey, identifying areas of improvement, and making recommendations for the end-to-end customer contact processes and customer experience for both inbound and outbound functions.

FINANCIAL MANAGEMENT                                                                           

• Accountable for the planning and compilation of an annual Customer Service and Distribution budget aligned to the delivery plans to support the implementation of set objectives.
• Accountable for the overall performance of Customer Service and Distribution to deliver within a set budget.
• Accountable for budget implementation, deployment of proper financial controls, monitoring, and reporting on any variances in the departmental budget.

LEAD CUSTOMER SERVICE AND DISTRIBUTION STAFF

• Build and lead an effective and cohesive team and implement effective succession planning, people management, development, resourcing, and retention strategies for the Customer Service and Distribution department.
• Create a high-performance culture and manage team performance effectively by cascading annual performance goals and measure against agreed-set objectives and ensuring regular performance reviews of direct reports.
• Accountable for the ongoing development of staff across all levels of Customer Service and Distribution.
• Develop and implement an engagement plan for Customer Service and Distribution to drive inclusion with wider RMA people initiatives in collaboration with the Customer Service and Distribution management team.
• Lead, inspire, and ensure that the Customer Service and Distribution working environment contributes to improving overall staff engagement, recognition, and increased productivity.

STAKEHOLDER RELATIONSHIP MANAGEMENT

• Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholders and drive the transformation of Customer Service and Distribution, and first contact resolution strategies.
• Manage and maintain relationships with RMA Life as well as the RMA Group Marketing functions and work jointly with the necessary team to deliver on the divisional marketing plan and related objectives.

RISK MANAGEMENT

• Accountable for the mitigation of the Customer Service and Distribution departmental risk profile as well as implementing sound governance and compliance processes to identify, manage and mitigate risks.
• Delivery of Customer Service and Distribution services and ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions.

SHARE BEST PRACTICE AND ENSURE CONTINUOUS IMPROVEMENT AND DEVELOPMENT

• Apply best practices, develop continuous improvement plans, and make recommendations based on employee and customer insight.
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies.
• Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience.
• Use Business Intelligence and Data Analytics to understand Customer Service and Distribution operations and improve efficiencies.
• Develop world-class reporting tools/dashboards in collaboration with the Strategy and Analytics team.

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 8: Relevant Customer Service and Distribution qualification
• Relevant Customer Service and Distribution certification
• RE5 (Advantageous)
• At least 8 years of experience managing Customer Service and Distribution Operations, in which 5 years must have been in a senior leadership role in a Customer Service and Distribution department that offers diversified services.
• Proven experience in leading a service driven Customer Service and Distribution operation with experience in managing an operation with diversified services
• Experience in a life insurance environment or financial services is advantageous.

Closing date: 10August 2023

Requirements

• NQF Level 8: Relevant Customer Service and Distribution qualification
• Relevant Customer Service and Distribution certification
• RE5 (Advantageous)
• At least 8 years of experience managing Customer Service and Distribution Operations, in which 5 years must have been in a senior leadership role in a Customer Service and Distribution department that offers diversified services.
• Proven experience of leading a service driven Customer Service and Distribution operation with experience of managing an operation with diversified services
• Experience in a life insurance environment or financial services is advantageous.