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Divisional Executive: Service Measurement and Improvement

Date: 15-Jul-2021

Location: Johannesburg GAU ZA, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.


Provides frameworks to enable service planning, measurement and continuous improvement services to Service Channel Management and the Operations Fulfillment function, including centralised capacity management & scheduling , analytics, and reporting.

Minimum Experience

8 - 10 years experience in a similar environment, of which 2 - 3 years at senior management level

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Additional Minimum Qualifications



  • Monitors indicators aligned to strategy within Retail Operations including performance of operational areas, turn-around times, quality control measures and all indicators.
  • Leads efforts to elicit, document and disseminate lessons learned from the measurements and reports from an Operational performance perspective.
  • Identify, diagnose and recommends improvements undertaken with various operational areas and provides specialist advice and support; ensuring that solutions are appropriate and effective.
  • Define, design and implement a Service Performance Management Framework to enable the consistent measurement of team and service effectiveness.
  • Oversees the overall delivery of the technical training academy programs to support and achieve business strategic imperatives, as well as business goals and priorities.
  • Accountable for the formulation of functional operating models and value-chain integration, ensuring alignment with strategic objectives.
  • Proactively identify problems across the function of which the causes are ambiguous and uncertain, identifies optimal alternatives and designs optimal solutions, anticipating future challenges.
  • Plan for effective organisational management across the value-chain, set strategic objectives and priorities among existing services, processes or systems and new developments, and specify the required measurements to monitor performance effectiveness.


  • Monitors and reports on VOC and other related customer orientated measures executed within Retail Operations.
  • Leads efforts to design, implement and maintain a system that permits aggregation of key customer and indicators across Retail Operations.
  • Influence and drive the implementation of a customer-centric stakeholder framework, which builds positive relationships and encourages feedback.


  • Ensure that appropriate strategies have adequate financial resources for the development and implementation of critical financial plans and budgets. Influence the implementation and integration thereof across the organisation.

Learning and Growth

  • Integrate and drive human resource strategies across operating units to ensure optimum utilisation of human capability through effective planning and development.


  • Drive the development and implementation of integrated risk, governance and compliance frameworks, ensuring the consolidation of the risk profile for an area of accountability across the value chain, managing critical risks and providing feedback.


Liberty Values

    Technical Competencies

    • Conflict Resolution (Advanced)
    • Efficiency improvement (Proficient)
    • Policy implementation (Advanced)
    • Business Acumen (Advanced)
    • Continuous Process Improvement (Advanced)
    • Training (Advanced)

    Behavioural Competencies

    • Analytical Thinking (Advanced)
    • People Management and Empowerment (Advanced)
    • Relationship Management and Networking (Advanced)
    • Problem Solving and Analysis (Advanced)
    • Strategic Insight and Capability (Advanced)
    • Service Delivery Innovation (Advanced)

    We put our knowledge and insight acquired over the past 60 years, to serving a pan-African market of the future.  Liberty has received its eighth certification as a Top Employer from the Top Employers Institute. See details here link

    Job Segment: QC, Relationship Manager, Business Process, Performance Management, Quality, Customer Service, Management, Human Resources