Head Of Service

About the company We take away the hassle from insurance, the paperwork and the fancy terms that no one can understand and make insurance honest and upfront - because thats what really matters. Its insurance - made simple. Its cover for the things you love most - made easy. The best part? We offer affordable insurance without compromising on qualityJob Purpose A critical lever to delivering an exception end to end customer experience. Responsible for overseeing the daily operations within the Customer Service Contact Centre, with regards to omni-channel practices. Create a customer centric organization that delivers the required performance whilst being committed to delivering a great customer experience through a variety of customer contact channels. Focus on first call resolution, migration of contacts to digital platforms and build capability to continuously improve.Responsibilities Drive and Improve Customer Engagement Lead the implementation and evaluation of strategic, tactical, and operational customer experience and engagement plans to support retention and market penetration.Leads and manages the customer service contact center and looks for opportunities to expand customer base and service offering.Collaborates with the Senior Leadership to agree strategic, tactical, and operational plans.Manages service levels as per segmentation and omni-channel strategy.Advises the Senior Leadership on customer satisfaction measures, customer experience strategies, programs, initiatives, and emerging issues to enable customer-centric strategic and operational decision processes and major or critical issue responses.Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers, consumers and communitiesLead and/or direct specific customer research programs, dialogue, and other forms of engagement to understand key concerns and issues to inform enhancement of customer services and service delivery modelsDrive the ongoing development of exceptional customer experience culture across the organisation, supported by effective policy and process frameworks and a responsive Customer Service Contact Centre to embed best practice customer-centric behaviours.Identify opportunities for enhanced service delivery through various delivery methods, and the application of social media, mobile apps and technologies to optimise customer experienceEngage and negotiate with stakeholders on strategic issues related to standards of customer service and accessibility and provide expert, influential adviceEnsure that responsiveness to customer needs is central to the organisations strategic planning processesManages overall performance standards for service delivery across the organisation and monitor complianceUnderstands industry best practices and strategiesResponsible for overall VOC and end to end process improvement to ensure best of class service delivery Operations Management Ensure the Customer Service Contact Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met.Establish the Customer Service Contact Centre as a team of global best practice operators with superior customer satisfaction ratings.Ensure all service levels and response time targets are metDrive customer-centricity through all work plans, schedules, measures and training activitiesManage all functions of Customer Service Contact Centre delivery and ensure a continuous alignment with the Sales and Compliance agendaDesign, deliver and maintain all processes and policies relating to resource scheduling and forecasting.Plan for the most efficient workload and resource schedule.Monitor and manage quality input into our CRMEnsure tight alignment with support functions to drive best-in-class finance, HR and IT practicesIdentify, design and implement projects that will enhance effectiveness of the Customer Service Contact Centre over time.Ensure integrity of governance and compliance across all spheres of operationsResponsible to ensure the Customer Service Contact Centre are delivering according to the business plan and targets within budget.Ensure productivity is optimised through the effective management of the entire Customer Service Contact Centre and reduce operating expenses in the Customer Service Contact CentreEnsure resources and structures supports longer term growth objectives.Maintain awareness of external influences such as relevant legislation and manage accordingly to keep efficiencies and to meet targets.Assist in identifying, developing, evaluating, implementing and/or improving new procedures to improve efficiencies. Continuous Improvement and Reporting Design and deliver a scorecard of measures encompassing all relevant aspects of Customer Service Contact Centre operationsProvide monthly and quarterly reporting on all relevant Customer Service Contact Centre indicators, illustrating trends and plans for continuous improvement. (Timing of reports may vary dependent on requirements)Manage service level performance against defined targets and metrics and course correct when necessaryExtract productivity and performance data and reports daily, weekly and monthly and analyse data for continuous improvementDemonstrate the movement of customer interaction from traditional channels into digital platforms Leadership and Direction Providing vision and direction to team membersThrough effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholdersRole model behaviour and motivate team members in line with the core valuesTake full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people managementProvide support and guidance on career path planning, on-the-job training, coaching, and mentoring to direct reportsLeads change to creates a self-refreshing and learning organisationContinuous improvement of business processes Work collaboratively Build a culture of respect and understanding across the organisationRecognise outcomes which resulted from effective collaboration between teamsBuild cooperation and overcome barriers to information sharing, communication and collaboration across the organisationFacilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions Self-Management Follow through to ensure that personal quality and productivity standards are consistently and accurately maintainedDemonstrate consistent application of internal proceduresPlan and prioritise, demonstrating abilities to manage competing demandsDemonstrate abilities to anticipate and manage changeDemonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs Education Required Bachelors degree advantageous Experience Required Minimum 8 years experience in customer engagement or service delivery role, with a minimum of 4 years experience in a leadership role. Expert/Advanced Contact Centre operational management
Johannesburg, GT, ZA