Purpose of this Role

The role holder will be responsible to :

• execute the Customer Experience and Care strategy at National level and guide the implementation thereof throughout all the branches;
• ensure implementation of all branches processes and procedures in line with the overall Customer Experience and Care key focus areas.

Key Accountabilities

Customer Experience

• Embed a customer centered culture in the region.
• Drive a ‘customer first approach’ across all touch points in the Branch.
• Deliver strategic/tactical roadmap of initiatives to achieve customer experience.
• Ensure achievement of the strategic and end-to-end operational objectives of the Branch.
• Implement policies, and processes to ensure we continue to invest in - and differentiate with - an extraordinary customer experience.
• Analyses customer complaints obtained through the customer relationship. management systems to ensure the identification of root causes of service issues
• Improve customer experience, create engaged customers and facilitate subscriber growth.
• Take ownership of customers issues and follow problems through to resolution

Operational Excellence

• Drive innovative customer service initiatives that continually drive a customer centric culture.
• Ensure resolution of customer queries/complaints and comments received at the Branch.
• Implement measures aimed at guaranteeing optimal customer experience.
• Ensured that Stock is managed according to the Distribution standardization policies and procedures
• Manage stock levels and make key decisions about stock control by liaising with the distribution function to ensure maintenance of optimal stock levels in Branch.
• Oversee administrative duties in the Branch and escalate issues to relevant units/departments where necessary.
• Ensure that all maintenance issues are escalated promptly to their logical conclusion.
• Monitor and ensure daily reconciliation of system and cash collections.
• Ensure customer education on self-help, alternative payment and contact options.
• Ensure all customer interactions are adequately captured.
• Ensure customer education on existing product/offerings options

Channel Partners & Third Parties Touch points

• Implement Blueprints & standards (in line with Customer Journey Mapping) across all Channel Partners’ offices (our touchpoints) within the branch location and its metropolis.
• Ensured that Stock is managed according to the Distribution standardization policies and procedures.
• Ensure that the Channel Partners’ supports are efficient and effective.
• § Actively Monitor Channel Partners’ business operations to ensure that they are operating according to the set blueprint

Budget Management

• Ensured sound financial management of the branch.
• Managed and maintained branch budgets & forecasts

People Management

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed. Interview and recruit new members of the team, including determining appropriate
• compensation levels with input from HR.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from HR when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognized.

Job Requirements

Qualifications & Experience 

• Bachelor’s Degree
• A minimum of 6 years of Customer experience,
• Detailed commercial and financial acumen, balanced with creative flair

Functional Competencies 

• Customer Centricity
• Developing value propositions
• Brand Management
• Reporting and Research
• Project Management
• Financial Management/Budgeting
• Marketing Management
• Regulatory and Legal Compliance
• Media Management
• Vendor Management

Behavioral Competencies 

• Relationship building
• Initiative
• Flexibility
• Assertiveness
• Diplomacy and Tact
• Service orientation

How to Apply

Interested candidates are invited to send their CV through CLICK HERE

Only shortlisted candidates will be contacted.