JOB TITLE: Customer Experience Manager (Re-advertised)

JOB GRADE: D5

REPORTS TO: Senior Manager Member Services

DEPARTMENT: Commercial

DUTY STATION: Headquarters

Job Purpose:
The role ensures that the Fund’s Customer Value Proposition is clearly understood by all staff and duly communicated in a way that is understood by all members at their preferred communications channels. The role oversees the monitoring of member interactions and assures that the Fund is adequately responding to Customer feedback, complaints, concerns and suggestions for improvement.

Key Responsibilities:

• Development and execution of member Customer Experience strategies that will ensure the achievement of the 95% Customer Service Index.
• Develop and manage relationships with key stakeholders to facilitate the achievement of departmental and organizational objectives.
• Assess own performance and seek feedback to improve performance.
• Train, coach, and supervise subordinates to achieve high performance in the department.
• Collaborate with other departments within the fund to achieve organizational objectives and develop a culture of collaboration within the section.
• Measure Customer Experience across all critical touch points, i.e., Walk-in and e-channels whilst driving traffic to ubiquitous service offerings in line with the Customer Experience Strategy and Service Level Agreements.
• Oversee quality assurance within the Customer Experience frontiers to ensure experience guidelines and standards are documented, and communicated.
• Drive efficiencies within the operation at no increment in the cost of service per customer.
• Forecast requirements, budget, schedule expenditures, analyze variances, and initiate corrective actions.
• Participate in organization committees like evaluation, benefits payment improvement committee, etc. as requested,
• Champion the annual customer event to ensure delivery makes an impact on our member base in a manner that is sustainable.
• Visit Branch Offices to assess client service levels and recommend improvements.
• Facilitate the development of a high-performance culture by effectively communicating and cascading organizational goals, managing team performance and providing feedback to improve performance.

Education Requirements:

• Bachelor’s degree in management, Business, Finance, Commerce, or a related field.
• Master’s degree in management, Business, Finance, Commerce, or related field.
• A professional qualification in Business or Finance.

Work Experience:
7 years of relevant customer service experience of which 3 years should be in a management role.

Key Competences:

• Commitment & Integrity
• Proactivity & Innovation
• Getting Work Done
• Relationship Building
• Communicating and Influencing
• Resilience & Resourcefulness
• Strategy management (Advanced)
• Negotiation (Advanced)
• Customer Relationship Management (Advanced)
• Stakeholder management (Advanced)
• Market Analysis (Advanced)
• Communication (Advanced)
• Thinking and Problem Analysis

Interested individuals should click https://www.surveymonkey.com/r/MVSHQVQ to fill out the application form and also send copies of your application letter, curriculum vitae, and academic qualifications, addressed to the Chief of People and Culture to [email protected] by Thursday, December 5, 2024.

N.B. Applicants who have already submitted their application for the position of Customer Experience Manager are not required to re-apply. All received applications will be considered in line with the job requirements.

Please note that canvassing or lobbying will lead to automatic disqualification of the candidate and that providing minimal information or not attaching the required documentation may lead to the disposition of your candidature due to insufficient information provided.