Customer Experience Team Lead

Oneplan Underwriting Managers (Pty) Ltd.; Gauteng; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Oneplan Underwriting Managers (Pty) Ltd. in South Africa seeks a strategic Customer Care leader to design and drive the customer segment strategy, value propositions and experience across channels.

You will work to grow market share and profitability while delivering a best-in-class client experience. You will translate insights from market research, client data and industry standards into practical service improvements, oversee cross-functional teams, and ensure compliance with SOPs while

Responsibilities

• Execute the customer segment strategy as part of the Client Engagement function.
• Provide strategic input to optimise performance and profitability.
• Develop mechanisms to obtain and provide feedback on customer insight.
• Understand customer needs through analysis of market research and internal data.
• Reduce cancellations and contribute to business improvement initiatives.
• Improve client service experience and support organic growth.
• Coordinate omni-channel client contact and ensure timely follow up on queries.
• Handle complex and escalated client service issues.
• Leverage expertise to expand product use and identify new offerings.
• Maintain communication channels with clients during service-related events.
• Represent the Voice of the Customer and promote client centricity.
• Ensure adherence to SOPs and timely escalation resolution.
• Identify potential obstacles impacting client experience and address them.
• Demonstrate Oneplan values and drive team successes across initiatives.
• Lead daily deliverables and ensure timely turnaround times.
• Support cross-functional work to resolve client-raised issues.
• Proactively gather client feedback to mentor the team.
• Escalate unresolved issues to appropriate internal teams.

Job description

Oneplan Underwriting Managers (Pty) Ltd. in South Africa seeks a strategic Customer Care leader to design and drive the customer segment strategy, value propositions and experience across channels.

You will work to grow market share and profitability while delivering a best-in-class client experience. You will translate insights from market research, client data and industry standards into practical service improvements, oversee cross-functional teams, and ensure compliance with SOPs while