Mgr: Client Services

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Date: 18 Apr 2024

Location: Johannesburg GAU ZA, GT, 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 plan, manage and monitor the implementation of customer service activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

Minimum Experience

3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level

Minimum Qualifications

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

Additional Minimum Qualifications

Outputs

Process

  • Manage the effective implementation of customer service plans and processes, which create an understanding and favourable view of the organisation.
  • Manage customer services in alignment with agreed standards to ensure that high service levels are met, maintained and continuously improved.
  • Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
  • Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
  • Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.

Customer

  • Manage client query processes and ensure that they are tracked and can be resolved in accordance with operational goals and standards.
  • Implement client retention strategies effectively and report on the effectiveness thereof for future improvement.
  • Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
  • Continuously monitor actual process turnaround times and quality standards and resolve issues speedily to enhance effective client service delivery.
  • Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
  • Ensure the provision of sound consulting services and recommendations based on customer and client needs, current information and trends.
  • Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.

Finance

  • Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

  • Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.

Governance

  • Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
  • Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.

Competencies

Liberty Values

    Technical Competencies

    • Product Related System Application (Intermediate)
    • Query resolution (Intermediate)
    • Operations Risk Management (Intermediate)
    • Operations Management (Intermediate)
    • Product and/or Service Knowledge (Intermediate)

    Behavioural Competencies

    • Analytical Thinking (Intermediate)
    • Organisation and Attention to Detail (Proficient)
    • Communicating with Impact (Intermediate)

    Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.

     

    The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. 


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