Manager: Customer Engagement at South African Bureau of Standards (SABS)

Purpose

• To develop, implement and manage customer engagement strategies and operational measures to drive a culture of excellent customer service and support the achievement of the organisation’s strategic objectives. 

Minimum Requirements    
Qualifications

• Diploma + Advanced Diploma / B-Degree in Communications, Marketing, Customer Relations Management or related field (NQF Level 7)

Experience 

• 10 years relevant work experience in Customer Services. (Operational Level)
• 3 years managerial experience. (Managerial Level)
• Proven track record and ability to execute and formulate corporate strategies for Customer Service Management, Customer Communications and Call Centre Management (Operational Level)

Duties and Responsibilities    
Operational Management 

• Contribute towards the development of operations strategy for the Division and ensure alignment of this strategy with the plan for the Customer Engagement business unit overall.
• Ensure productivity and efficiency is measured effectively against set objectives.
• Manage and ensure the drive of continuous improvement activities.
• Manage the business unit and ensure that it contributes to the achievement of business objectives
• Manage operations effectively to deliver services within timelines and prescribed quality through effective resource management
• Use insights gained through business information to compile reports, and metrics to measure success and inform the business decisions within area of responsibility
• Put measures into place to improve productivity.

Functional Management

• Develop and implement business unit operational plans for the progressive digitisation and/or automation of Customer Engagement processes where relevant.
• Develop, define and implement the high-level Customer Engagement business architecture requirements to facilitate execution of the SABS strategy.
• Develop, plan and execute strategic customer loyalty plans, organisation-wide meetings and broadcasts, to ensure that the organisation’s customer journey vision, mission and goals are embedded throughout the organisation.
• Manage the customer experience through customer feedback and business engagement improvement initiatives, including the drafting and delivery of key stakeholder and customer surveys to analyse the SABS’ reputation among all audiences and stakeholders.
• Develop and implement “voice of the customer” focus groups for input to future and current customer service improvement.
• Manage the data collection management process of customer complaints and ensure the effective implementation of resolution initiatives.
• Develop and provide public and customer communication channels and strategies for handling queries and cost effective customer contact processes and procedures.
• Manage and ensure the development of workflow processes and procedures to enhance the customer.
• Identify opportunities to increase corporate goodwill.
• Keep abreast with the latest developments and practices regarding customer experience management.
• Review, develop and implement the SABS integrated customer engagement strategy, policies, procedures, frameworks and plans, based on the market environment & business needs.
• Oversee drafting and delivery of key customer surveys to analyse the SABS’ reputation among all audiences and stakeholders.
• Develop and implement initiatives aimed at improving the customer experience.
• Develop key customer maps in order to prioritize customer complaint resolution
• Oversee the development of workflow processes and procedures to enhance the customer experience
• Develop cost-effective customer contact and call centre processes and procedures
• Oversee the development and implementation of tools to measure customer’s views, perceptions and suggestions.

Risk and Compliance Management

• Ensure the mitigation of risk through the application of fraud controls and risk prevention principles and implementing of sound governance and compliance processes and tools to identify and manage risks.
• Responsible for the coordination and maintenance of quality risk management in line with ISO/SANS, Accreditation and regulatory requirements.
• Monitor changes in the regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.
• Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
• Oversee the maintenance and enforcement of related Service Level Agreements to minimise business risk and ensure business continuity.
• Ensure adherence in the team to all relevant laws, policies and Standard Operating Procedures throughout the organisation.

Financial Management

• Provide input in the planning and compilation of the annual budget aligned to the tactical delivery plans to support the implementation of set objectives.
• Ensure the effective implementation, management, monitoring of the budget, and mitigate and report on any variances.
• Ensure the deployment of proper financial controls to manage the budget.

People Management

• Proactively manage all direct reports in order to ensure that the strategic objectives for the division is met.
• Maintain excellent human capital performance through employee empowerment, skills development and retention and succession planning within the team.
• Maintain an environment where employees respect and adhere to company standards of integrity and ethics by integrating these values into all processes, procedures and practices.
• Manage and lead Customer Engagement by providing clarity of vision; prioritising resources; facilitating alignment of the team; managing non-performance, driving a customer-centric performance culture, setting appropriate KPA’s and ensure the cascading thereof throughout Customer Engagement and driving their achievement; inspiring commitment; encouraging mutual support; and enabling development opportunities
• Drive performance management in line with the SABS policy within the team, and address performance challenges and develop subordinates to meet the expected performance standards.
• Be the change champion for all Customer Engagement-wide change, culture and diversity projects and programmes
• Recruit and retain key talent and other critically skilled personnel to manage internal processes and oversee the tactical, daily analytical work of the team.
• Implement a learning culture within scope of control.

Stakeholder Management 

• Develop and maintain a customer database for the SABS.
• Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
• Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation’s reputation.
• Represent and participate in the organisation’s committees and tasks teams when required.
• Host high profile customer engagement information sharing sessions to promote the business unit’s suite of services
• Convene and attend meetings and present performance and business-related information to relevant stakeholders when required.
• Manage and resolve operational complaints through timeous resolution and/or escalation as required
• Provide technical support and advocacy on Customer Engagement related matters to the organisation
• Provide support for disputes and appeals when required.
• Follow up on effective implementation of corrective and preventative actions proposed by functional areas.