Regional Head of Customer Care and Experience at MultiChoice

Purpose of the Position
To oversee the overarching customer experience, customer care strategy in certain countries with a goal of innovating and enhancing customer journeys and services over time to meet the changing needs of the business and customers.
Will play a critical role managing the overall customer journey, customer experience, service design, management of quality control to ensure analysis, resolution of customer complaints, and root cause analysis in differing markets across the MAH Regional businesses.

Key Performance Objectives
Tasks
Strategy

• Provide input into the overall Africa Care strategy for the respective countries - addressing the following functions:
  • Operating models for each country to drive the Care Strategy in alignment with the Customer First strategy
• Keeps all Exco up to date with the Africa CX and Care performance against targets and progress of the care strategy
• Build the structures and processes across the continent to support the above strategy
• Work collaboratively with the leadership team and Group Executive Head of CX and Care to inform, design and implement customer journeys and communications across all contact channels which will transform the Customer Experience. 
• Define branded CX and Care programs for different needs-based, as well as tenure-based customer segments.
• Setting of the yearly Customer Strategic Objectives for the southern markets
• Identify and evaluate best practice Media, Telco and Broadcasting experiences and work with external brand/experiential agencies and internal subject matter experts to build a new repertoire experiential based customer propositions designed for the short, medium and long term on a multi-channel basis 
• Motivate and provide business cases for any specific improvements in Care
• Work with Corporate and define and define a measurement strategy
• Review and provide input for the collection of the operational metrics
• Provide input to HR to ensure CX capabilities and KPIs are included and measured for each function, role and individual in the organization and generate new ones  
• Ensure metrics are embedded into all new initiatives that tracks improvements over the course of time
• Define a journey strategy for the regions and countries

Customer Centricity

• Play an ambassadorial role in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are consistent in their understanding of what their contribution is to the customer experience.
• Guide and ensure the screening of candidates for customer-centric values and skills needed to deliver on the organization’s CX and Care strategy as part of the hiring and selection process.
• Ensure that the rewards and recognition programs are aligned to customer-centric behavior.
• Support HR to align formal reward structures (e.g., bonuses, promotions) to performance on agreed metrics (HR and operational accountability) with countries
• Drive Change management programmes both at leadership and across all levels in the Regions.
• Drive the development and monitoring of a single view of the customer regardless of channel

Performance Management and Expectations

• Agree performance standards and expectations in conjunction with the countries
• Identify common strengths and weaknesses within the Care Centers across the respective countries
• Work with the countries to identify common call drivers and assist countries to remove these call drivers.  Facilitate fixing of TOP call drivers or any specific issue that prevents countries from meeting target
• Build, implement and monitor treatment plan that are common performance problems across our markets.  Prioritize the intervention that improves performance the most. This intervention must focus on the root cause to establish the most effective long-term solution, rather than a “quick fix” remedy. 
• Drive and support country teams to implement action plans to improve performance of the call centers in line with the Africa Customer Experience and Efficiency improvement strategy
• Prepare a regional care performance report by collecting, analyzing, and summarizing data and trends on a monthly basis
• Implement sound knowledge management repository in order to support the countries
• To drive high levels of performance, goal attainment and service quality through well-defined service quality metrics; Ensure quality audits, analyze statistics, identify trends and recurring problems and come up with solutions. Ensure that Countries are provided with necessary tools and guidance to deliver quality service

Team Management

• Commits to excellence through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale within the countries
• Implement a CX and Care recognition programme to drive improvement and efficiencies for the countries
• Encourage countries to motivate team members and ensure that their efforts are recognized.

Governance

• Management and leadership of policies and processes for the continuous improvement of the customer experience and care
• Provide a consolidated Africa Care report for areas of responsibilities on a monthly, quarterly and yearly basis to be distributed for quarterly Ops reviews.
• Ensure compliance with regulatory agency guidelines and standards.

Design Implementation

• Create and target MAH CX journeys by journey stage, ensuring a holistic approach is taken. 
• Identify opportunities for design with the corporate journey owners.
• Use customer insight deliverables to focus and define requirements for projects that affect customer experiences.
• Ensure that the design thinking, and principles are implemented.
• Review As-Is and To-Be designs on a regular basis to identify any changes
• Work with the countries to include customers to be involved in the experience design, in order to both elicit feedback on potential ideas
• Management of supporting processes and business requirements

Drive, Manage and Support all selected initiatives

• Drive selected initiatives that support the overall CX programme, such as Data Integrity, CRM
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development
• Build and maintain relationships with all stakeholders across the Africa continent
• Implement and support new launches and projects on a regular basis

Quality Management Framework

• Implement a Quality Strategy Framework to standardize the QA function & outputs across MAH corporate and in-country teams.
• Identify when quality reviews are done, including adhoc reviews
• Drive the adoption and implementation of the QA strategy and framework across corporate and MAH countries
• Ensure agent or supervisor evaluation and assessments
• Implement scoring and calibration of calls/channels
• Implement post-call surveys
• Establish gaps related to capability, training and other factors that will impact the full adoption of the QA Strategy and framework
• Oversee and support the implementation of learning programs that utilize the most effective learning methods including, mentoring, coaching, on-the-job, classroom, e-learning, micro-learning, simulations, etc.
• Develop a strong performance coaching culture and skill across the organization that will accelerate change and build capability
• Accountable for Daily/Weekly/Monthly/Quarterly/Annual reporting to measure that success and QA effectiveness on Care and CX performance
• Manage and provide guidance to both centralized and de-centralized Quality Assurance staff (Support regional and In-Country QA resources)
• Establish a meeting rhythm with in-country and regional
• Oversee and build capability In-country and Regionally to deliver against the Quality Assurance Framework and build on coaches
• Build Capability within Region and Countries for CX based on this model

Financial management

• Creating and adhering to capital and operating budget across the countries
• Track revenue of linked to upselling of initiatives
• Implement and manage cost center framework, such as cost per call, cost per agent, cost per seat,
• Manage RFPs, RFIs, know costs of contact centers in markets,
• Meets call center financial objectives by estimating requirements; assisting the countries with preparing annual budgets; scheduling expenditures; analyzing variances; initiating corrective actions.

Qualifications

• BCom Degree or equivalent qualification.

Experience

• Minimum of 3 years’ experience in running a large Customer Experience environment
• Experience with working with African markets would be an advantage
• Good overall experience in all areas of the MAL Business
• MCA Product / Service knowledge an advantage
• Excellent Understanding and proven track record of use of Project management principles.
• Experience in Care channels.
• Extensive Customer Experience knowledge and experience required with a proven track record in the drafting and implementation of Customer Experience strategies

Technical Competencies

• Deadline Driven
• Coordination Skills
• Conflict Management
• Strong Analytical Skill
• Presentation skills.
• Business and Financial Acumen
• Portfolio reporting
• Project management
• Operations/Care Management
• Report writing - audience Snr Management & Exco

Behavioral Competencies

• Accountability
• Coaching
• Stakeholder management
• Persuading and influencing
• Delegation
• Perseverance
• Strategic thinking
• Relationship building