Current Vacancies at Liberty Group South Africa

Purpose

• Overall accountability for the distribution of Liberty Corporate solutions into chosen customer segments in the South Africa market.

Minimum Experience

• 8 - 10 years experience in a similar environment, of which 2 - 3 years at senior management level

Qualifications

• A qualification in business administration will be beneficial (e.g. MBA) and FAIS accredited (RE: Examinations).

Key Responsibilities

• 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.
• Formulating the distribution strategy for Liberty Corporate across all products, segments, and channels in line with organisational objectives.
• Establish sales objectives by forecasting and developing annual sales in line with organizational objectives; projecting expected sales volumes for existing and new products.
• Strengthening Liberty Corporates ability to consistently generate and convert deal pipeline through the creation and execution of processes and procedures aimed at planning, monitoring, and improving sales activities.
• Strengthening Liberty Corporate's ability to deliver exceptional customer experience through establishing processes and procedures that measures customer engagement, monitors customer satisfaction and disseminates this insight to the wider organization.
• Optimizing the efficiency of Liberty Corporate's distribution channels through channel and stakeholder management, channel conflict resolution, and channel development.
• Improve the retention of existing clients by developing and implementing client retention processes and procedures; identifying risks to client retention and taking corrective action.
• Develop organizational strategies by identifying and researching distribution issues; contributing information, analysis, and recommendations to organization strategic thinking and direction; contribute insight to the development and pricing of product.
• Ensuring the smooth operation of the distribution back-office function including the management of the specialist support functions responsible for the production of technical marketing information.
• Supporting the effective communication of Liberty Corporate's value propositions to its identified clients segments by managing the marketing interface between Liberty Corporate and the Liberty Group Marketing function.
• Update job knowledge by participating in conferences and educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations; building industry relationships.
• Influence and drive the implementation of a customer-centric stakeholder framework, which builds positive relationships and encourages feedback.
• Enhance value offered to clients by identifying, developing and managing opportunities to provide appropriate products to clients through products offered by companies and business units in the Standard Bank Group.
• 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.

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Purpose

• To deliver support services in order to resolve complaints within the SLA framework in order to mitigate organisational reputational and financial risk through the execution of predefined objectives as per agreed standard operating procedures.

Minimum Experience

• 1 - 2 years experience in a similar environment

Minimum Qualifications

• Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications
Outputs
Process

• Type, edit and generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
• Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
• Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
• Plan for, administer and process customer complaint related tasks and activities effectively and efficiently in alignment with performance objectives.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Liaise and interact with customers via approved communication channels in a positive and helpful manner.
• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies
Liberty Values
Technical Competencies

• Product and/or Service Knowledge (Basic)
• Call reporting (Basic)
• Handling Difficult Calls (Intermediate)
• Query resolution (Intermediate)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Customer Orientation (Basic)
• Customer service orientation (Basic)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Teamwork and Cooperation (Basic)
• Problem Solving and Analysis (Basic)
• Communicating with Impact (Basic)