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Head: Journey Management

Date: 21-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.

Purpose

To develop tactical strategy and delivery plans, integrate practice formulation and to ensure operational implementation and adaption across multiple practices i.t.o. journey management methodology, governance and delivery objectives.

Minimum Experience

5 - 8 years experience in a similar environment, of which 2 - 3 years at management level

Minimum Qualifications

  • Relevant Bachelors Degree in Commerce / Management or equivalent.
  • Agile implementation experience will be a huge advantage.
  • CX professional certification will be highly advantagous in this role.

Outputs

Process

  • Communicate a meaningful tactical context that guides and directs best practice integration and process alignment with service delivery objectives.
  • Identify financial targets and track accomplishment and develop and implement solutions to minimise costs and increase sales/revenue.
  • Ensure effective communication and sales force understanding of org. brand messages, products and services to achieve sales targets and goals.
  • Identify sales targets, track accomplishment thereof and implement solutions to ensure sales targets are achieved.
  • Manage the implementation of customer service plans and operational tactics, policies, practices, services that will retain and increase sales revenue.
  • Oversee the monitoring and management of customer and FA journey and experience standards, frameworks, applications, models, tools, etc.
  • Drive Libertys customer experience strategy and ensure that all areas of the business are adopting relevant standards and approaches to achieve targets.
  • Accountable for strategy implementation through the integration and optimisation of operational activities to practices and systems across an internal value chain.
  • Proactively identify interconnected tactical problems, determine the impact, patterns and trends to identify alternatives and best practice solutions, anticipating future challenges.
  • Plan for the management of work outputs across various functional activities, integrating interdependent practices, processes or systems and addressing and balancing the demands of different priorities to optimise efficiency.

Customer

  • Build and maintain stakeholder relationships for the purposes of expectation management, knowledge sharing and integration.
  • Build strong customer-centric relationships and develop service level agreements that promote the organisation with stakeholders aligned to Treating the Customer Fairly (TCF) principles.

Finance

  • Compile an operational or business area budget aligned with the delivery plans, and ensure the implementation and monitoring of financial controls, management of costs and corporate governance to optimise cost savings and/or profit margins.

Learning and Growth

  • Balance, optimise and manage human resources across disciplines through executed human capability plans.

Governance

  • Implement the governance management model, framework and policy in own practice and/or tactical areas to identify and manage governance and risk exposure liability pro-actively.

Competencies

Liberty Values

    Technical Competencies

    • Legal Compliance (Sales) (Proficient)
    • Customer Understanding (Proficient)
    • Risk Awareness (Proficient)
    • Sales life cycle management (Proficient)
    • Conflict Resolution (Proficient)
    • Business Interaction (Proficient)
    • Efficiency improvement (Proficient)
    • Policy implementation (Proficient)
    • Functional Policies and Procedures (Proficient)
    • Product and/or Service Knowledge (Proficient)
    • Budgeting and Expenditure Control (Proficient)
    • Customer Relationship Management (Proficient)

    Behavioural Competencies

    • Persuading and Influencing (Proficient)
    • People Management and Empowerment (Proficient)
    • Interpersonal Effectiveness (Proficient)
    • Problem Solving and Analysis (Proficient)
    • Strategic Insight and Capability (Proficient)
    • Teamwork and Cooperation (Proficient)
    • Judgment and decision making (Proficient)
    • Communicating with Impact (Proficient)
    • Relationship Management and Networking (Proficient)
    • Customer Orientation (Proficient)

    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


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