Service Team Leader : Digital

Oneplan Underwriting Managers (Pty) Ltd.
Job Ref #: OP-59
Industry: Insurance
Job Type: Permanent
Positions Available: 1

To support the business in driving the design, build and execution of the customer segment strategy and value propositions to achieve the business objective of targeted market share, profitability growth, and a best-in-class client experience.

Job Description

Main purpose of the job
To support the business in driving the design, build and execution of the customer segment strategy and value propositions to achieve the business objective of targeted market share, profitability growth, and a best-in-class client experience.

Client Engagement

1. Execute on the vision and overall customer segment strategy.
2. Provide strategic input into the customer segment strategy.
3. Provide insight in terms of optimising performance and profitability.
4. Develop mechanisms to obtain and provide feedback on customer insight.
5. Understand customer needs through analysis of diverse information sources, including market research, internal customer information, and industry-related standards.
6. Ensure pre-emptive customer solutions.
7. Reduce customer cancellations and provide insight into why clients are cancelling and input into business improvement initiatives.
8. Improve client service experience, create engaged clients, and facilitate organic growth.
9. Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
10. Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
11. Handle complex and escalated client service issues.
12. Leverage deep functional expertise to the Service Experts in order to expand the client's use of existing products and to identify new product offerings.
13. Build and maintain rapid communication channels with clients in case of service-related issues and events.
14. Represent the 'Voice of the Customer'.
15. Create a culture of Customer / Client Centricity.
16. Ensure adherence to standard operating procedures in all engagements.
17. Ensure follow up and follow through on all client queries.
18. Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
19. Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
20. Demonstrate the Oneplan Values and Culture in all engagements with the team.
21. Leverage team success to drive all initiatives and experiences with clients.
22. Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
23. 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.
24. Support cross-functional work areas targeted to resolve issues raised by clients.
25. Proactively gather client feedback to coach and mentor the Team.
26. Escalate unresolved issues to the appropriate internal teams.

Quality, Consistency and Compliance

1. Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
2. Ensure that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand-offs, etc.).
3. Analyse empirical customer data and act on system reports by liaising with appropriate stakeholders to remove obstacles.
4. Understand the competitor offerings and opportunities to differentiate.
5. Responsible for the achievement of revenue and cost management objectives for Service.
6. Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
7. Accountable for risk and compliance as it relates to Service.
8. Ensure remediation of all audit findings for Service.

Leadership

1. Ensure that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
2. Adopt the new ways of work culture and the creation of empowered teams.
3. Empower employees to fulfil the business objectives regarding customer experience, people management, and engagement.
4. Drive the company's diversity and transformation objectives.
5. Develop mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

1. Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
2. Complete accurate and timely administration records.
3. Submit to the Manager of Customer Care all relevant reports and paperwork.
4. Any additional responsibilities as required from time to time.
5. Ensure you and your team comply with company policy and procedures.
6. Build a culture of respect and understanding across the organisation.
7. Recognise outcomes which resulted from effective collaboration between teams.
8. Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization.
9. Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management

1. Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
2. Demonstrate consistent application of internal procedures.
3. Plan and prioritise, demonstrating abilities to manage competing demands.
4. Demonstrate abilities to anticipate and manage change.
5. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Job Requirements

Minimum Academic, Professional Qualifications & Experience required for this position:

1. Grade 12 with English and a second language.
2. Undergraduate / Postgraduate qualification in related field advantageous.
3. 4 – 6 years of experience within a digital environment in a leadership role.
4. Marketing qualification or experience will be advantageous.
5. Literacy – Have excellent reading, writing and interpersonal skills.
6. PC Literacy – In-depth knowledge of Word, Excel, email and Internet.
7. Ability to interpret business requirements and assist management in effectively running day-to-day operations.
8. Actively participate in team meetings.
9. Ability to work in a team-oriented environment and contribute in a positive manner.
10. Ability to meet deadlines within time constraints.
11. The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward.

Behaviors

1. Energy
2. Passion
3. Respect for others
4. Honesty and Fairness
5. Client Focus
6. Achieves Results
7. Leadership
8. Demonstrate honesty and integrity
9. Strive for Client Centricity
10. Be agile and have the ability to adapt to change