Head of Service Assurance & Customer Experience

Authentic Life Connections; Wes-Kaap; On-site; ZAR 1,350,000 - 1,450,000; Full time

Job summary

Authentic Life Connections in South Africa seeks a senior leader to head the Service Operations division. You will oversee the contact centre and monitoring managers, owning escalation processes and major incident responses while ensuring service accountability across technical support, sales, and collections.

You will publish CX baselines, drive improvements using live telemetry, and embed QA frameworks, playbooks, and AI-enabled enhancements.

Qualifications

• Minimum 10 years in service operations or customer operations.
• Minimum 5 years leading multiple teams through managers.
• Proven track record in customer experience improvements and metrics ownership.
• Experience in multichannel contact centre leadership across voice, email, messaging and social.

Responsibilities

• Lead the service division through contact centre and monitoring managers with accountability for second line tech support.
• Set standards for customer conversations across sales and collections and drive adoption.
• Publish and improve customer experience baselines (CSAT, NPS, FCR, complaints, sentiment).
• Own escalation framework and major incident response with proactive customer communication.
• Use telemetry to spot problems early and shift from reactive to proactive management.
• Drive root cause analysis with visible recurring issue register and accountability.
• Design QA framework, knowledge base and playbooks for consistency in service.
• Shape CX platform, telephony and reporting stack replacing manual reporting with dashboards.
• Introduce AI into workflows with controls to improve speed and quality.
• Manage divisional budget, vendors, workforce planning and after-hours coverage across channels.
• Ensure data handling compliance (POPIA, RICA, CPA) within the division.
• Run dedicated service model for strategic accounts with tailored SLAs and reporting.

Skills

Leadership

CX management

Multichannel operations

Executive escalation handling

Stakeholder management

Education

Three year degree or diploma in Engineering/Operations/Business/Information Systems/Service Management or related field

Job description

Authentic Life Connections in South Africa seeks a senior leader to head the Service Operations division. You will oversee the contact centre and monitoring managers, owning escalation processes and major incident responses while ensuring service accountability across technical support, sales, and collections.

You will publish CX baselines, drive improvements using live telemetry, and embed QA frameworks, playbooks, and AI-enabled enhancements.