Service Team Leader: Digital

4 weeks ago

Johannesburg, Gauteng, Saudi Arabia Oneplan Underwriting Managers Pty Ltd Full time

Client Engagement:

  • Execute on the vision and overall customer segment strategy
  • Provides strategic input into the customer segment strategy
  • Provides insight in terms of optimising performance and profitability
  • Develop mechanisms to obtain and provide feedback on customer insight
  • Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
  • Ensure pre-emptive customer solutions.
  • Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
  • Improve client service experience, create engaged clients, and facilitate organic growth
  • Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
  • Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
  • Handle complex and escalated client service issues
  • Leverage deep functional expertise to the Service Experts in order to expand the client's use of existing products and to identify new products offerings
  • Build/maintain rapid channel of communication to client in case of service-related issues and events
  • Represent the "Voice of the Customer"
  • Create a culture of Customer/Client Centricity
  • Ensure adherence to standard operating procedures in all engagements.
  • Ensure follow up and follow through on all client queries
  • Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
  • Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
  • Demonstrate the Oneplan Values and Culture in all engagements with the team.
  • Leverage team success to drive all initiatives and experiences with clients.
  • Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
  • Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team's queries from end-to-end to ensure a world class client service experience.
  • Support cross functional work areas targeted to resolve issues raised by clients.
  • Proactively gather client feedback to coach and mentor the Team.
  • Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

  • Manage the Service Deck in its entirety resources, operational processes, customer experience, levels of authority, etc..
  • Ensures that operations align with the principles of meeting customer demand e.g., one and done i.e. first call resolution, limited hand offs, etc.
  • Analyses empirical customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
  • Understanding the competitor offerings and opportunities to differentiate.
  • Responsible for the achievement of revenue and cost management objectives for Service
  • Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
  • Accountable for risk and compliance as it relates to Service.
  • Ensures remediation of all audit findings for Service.

Leadership

  • Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
  • Adopts the new ways of work culture and the creation of empowered teams.
  • Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
  • Drives the company's diversity and transformation objectives.
  • Develops mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

  • Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
  • Complete accurate and timely administration records.
  • Submit to the Manager of Customer Care all relevant reports, paperwork.
  • Any additional responsibilities as required from time to time
  • Ensure you and your team comply with company policy and procedures

Work collaboratively

  • Build a culture of respect and understanding across the organisation
  • Recognise outcomes which resulted from effective collaboration between teams
  • Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
  • Facilitate 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 maintained
  • Demonstrate consistent application of internal procedures
  • Plan and prioritise, demonstrating abilities to manage competing demands
  • Demonstrate abilities to anticipate and manage change
  • Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

  • Grade 12 with English and a second language
  • Undergraduate/Postgraduate qualification in related field advantageous
  • 4 – 6 years of experience within a digital environment in a leadership role
  • Marketing qualification or experience will be advantageous

Functional Competencies

  • Literacy – Have excellent reading, writing and interpersonal skills
  • Pc Literacy – In-depth knowledge of Word, excel, email and Internet
  • Have the ability to interpret business requirements and assist management in effectively running day to day operations.
  • Actively participate in team meetings
  • Ability to work in a team orientated environment and contribute in a positive manner
  • Ability to meet deadlines within time constraints
  • People management skills;
  • Conflict handling skills
  • The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward

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