Head: Customer Service & Complaints

Job Description

Reporting to the Group Chief Operating Officer – Commercial & Partnership, the Head:
Customer Service and Complaints will be responsible for developing the strategy for Customer Service for the benefit of the customers/stakeholders including leading and overseeing both inbound and outbound Contact Centre Operations that service all RMA businesses with diversified products and structures. Delivering a tailored service model informed by the outcome of the customer segmentation outcomes. The incumbent will also be responsible for shaping the future of Customer Service, driving its expansion and growth through effective strategy deployment, implementing the customer charter and embedding a customer centric culture.

• Develop, implement the customer service and experience strategy, and drive strategic initiatives that will position RMA and its associated businesses in the market as the preferred provider of insurance from a customer service perspective
• Contribute to the development and implementation of Customer Service for the Group, defining strategies, objectives, and operational practices in accordance with RMA strategy.
• Accountable for the overall performance of Customer Service, to deliver a best‑in‑class service to all RMA businesses and clients.

• Drive a customer centric mind‑set and culture within RMA, that will result in efficient product & service delivery, across all RMA businesses
• Embedding the service charter and model across the Group
• Monitor the outcome and reporting thereof.

• Drive the customer segmentation across all our key clients and partners were necessary
• Drive the clear definition of the service model in relation to the customer segmentation outcomes
• Monitor the implementation and outcome thereof for the Group.

• Accountable for the planning and compilation of an annual Customer Service budget aligned to the delivery plans to support the implementation of set objectives
• Accountable for the overall performance of Customer Service to deliver within a set budget
• Accountable for budget implementation, deployment of proper financial controls, monitoring, and reporting on any variances in the departmental budget
• Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholders and drive the transformation of Customer Service, and first contact resolution strategies
• Manage and maintain relationships with the RMA Group Marketing functions and work jointly with the necessary team to deliver on the divisional marketing plan and related objectives.

• Accountable for the mitigation of the Customer Service departmental risk profile as well as implementing sound governance and compliance processes to identify, manage and mitigate risks
• Delivery of Customer Service and ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions.

• Apply best practices, develop continuous improvement plans, and make recommendations based on employee and customer insight
• Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies
• Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience
  
  Use Business Intelligence and Data Analytics to understand Customer Service and Distribution operations and improve efficiencies
• Develop world‑class reporting tools/dashboards in collaboration with the Strategy and Analytics team.

We offer great opportunities for personal and professional development in a stable company that is 132 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

The shortlisting process…