Manager: Customer Service (Key Account Managers) INN8 at Liberty Group South Africa

Purpose

.Manage a team of key account managers to deliver a level of service consistent with the INN8 service promise

Minimum Experience

• 3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

• Certificate FET (Private and Public) [Level TBA: Pre-2009 was L5] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Manage the effective implementation of customer service plans and processes, which create an understanding and favourable view of the organisation.
• Manage customer services in alignment with agreed standards to ensure that high service levels are met, maintained and continuously improved.
• Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
• Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
• Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.
• Manage a team of key account managers to deliver a level of service consistent with the INN8 service promise.
• Innovate and implement initiatives to improve service to our advisers.
• Feed into the GIP programme requirements, improvement and initiatives to improve service.
• Responsible for model office testing of key features from the programme and whether defects and manual work arounds should be accepted.

Customer

• Manage client query processes and ensure that they are tracked and can be resolved in accordance with operational goals and standards.
• Implement client retention strategies effectively and report on the effectiveness thereof for future improvement.
• Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
• Continuously monitor actual process turnaround times and quality standards and resolve issues speedily to enhance effective client service delivery.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Ensure the provision of sound consulting services and recommendations based on customer and client needs, current information and trends.
• Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.

Finance

• Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

• Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.

Governance

• Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
• Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.

Competencies

Liberty Values

Technical Competencies

• Product Related System Application (Intermediate)
• Service Delivery (Intermediate)
• Operations Risk Management (Intermediate)
• Operations Management (Intermediate)
• Product and/or Service Knowledge (Intermediate)

Behavioural Competencies

• Service Delivery Innovation (Intermediate)
• Problem Solving and Analysis (Intermediate)
• Customer service orientation (Intermediate)