Service Team Leader: Inbound

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

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

• Execute on the vision and overall customer segment strategy
• Provides strategic input into the customer segment strategy
• Provides insight in terms of optimising performance and profitability
• Develop mechanisms to obtain and provide feedback on customer insight
• Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
• Ensure pre-emptive customer solutions.
• Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new products offerings
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
• Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• 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.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to coach and mentor the Team.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

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

Leadership

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopts the new ways of work culture and the creation of empowered teams.
• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
• Drives the company’s diversity and transformation objectives.
• Develops mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

• Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
• Complete accurate and timely administration records.
• Submit to the Manager of Customer Care all relevant reports, paperwork.
• Any additional responsibilities as required from time to time
• Ensure you and your team comply with company policy and procedures

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

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