Category: Ops & Admin - OF6310
Posted by: Alexander Forbes
Posted on: 12 Aug 2024
Closing date: 19 Aug 2024
Location: Sandton
Purpose Of The Job
Alexforbes pioneers Insight to deliver Advice and solutions that Impact your life. Mitigating reputational risk of Alexforbes by leading the group complaints-handling function and co-ordinating and managing the scope and quality of qualitative and quantitative analysis and research, to gather useful insights and make recommendations for the benefit of the Alexforbes group business units, to improve and support the Complaints and CX framework, positively impacting the customers experience Responsible for providing advisory support to Alexforbes teams to help them by defining the CX strategy and action plan required to improve the Alexforbes customer experience to improve customer loyalty, satisfaction, value and retention, and reduce complaints and complaints trends Work with internal clients on specific projects or initiatives to help our internal clients better understand Alexforbes client and customer expectations, to facilitate the implementation of improvement plans that align with the overall business goal of pioneering insight to deliver advice and solutions that impact the lives of our clients and customers.
Overview
Education
- Matric Essential
- Bachelors Degree (3 years -360 credits) Advantageous
A minimum of 8 to 10 years of experience in:
- Leadership in customer services and/or customer experience financial services industry with employee benefits (B2B and B2C) and retail
- Experience implementing TCF or other client centric regulatory and legislative frameworks
- Experience in leading a customer facing team
- Experience delivering consulting services, including team leadership / facilitation /
- collaboration
- Experience managing all levels of client relationships
- Project management experience
- Extremely strong written and verbal communication skills, with presence at all
- levels of management and experience.
- Able to command a group audience, facilitate solutions and lead discussions around CX and Escalations strategy, transformation, customer service and customer engagement.
Display The Alexforbes Leadership Capabilities Of
- Growth mindset
- Inspirational servant leadership
- Authentic leadership
- Agility
- Impactful execution
- Collaborative relationships
Ensure employees are performing in line with their performance contracts
Develop and track progress of personal development plans
People and recruitment aligned to group policies and procedures
Complaints Management
- Implementation of Complaints Management Framework and Processes in team
- Daily, weekly and monthly monitoring of complaints logging and
- resolution in team and the businesses and telephonic SLA is met
- Ensure 100% of complaints are acknowledged within 1 working day
- Ensure 80% of complaints are resolved within 4 working days or less
- Ensure 1 working day management of Contact Us mailbox
- Management action plans to be agreed with businesses to reduce complaints trends and close gaps
- Create awareness by communicating weekly and monthly on complaints trends and case studies to team and business
- Participating and providing input into any projects
- Must ensure that there is focus by business leaders to improve complaints tends by agreeing to and implementing mitigating management actions
- Monthly drafting and presentation of reports
- Ensure appropriate internal processes are developed, reviewed, improved and updated
- Ensure effective internal communications concerning business learnings flowing from the management information
- Conducting quality assurance
- Attend to escalated complaints as required and facilitate escalations to the relevant MD/Head of the business and/or their teams Customer experience (CX) management
- Facilitate specific programmess that improve Alexforbes CX so that we are able to pioneer insight to deliver advice and solutions that impact the lives of our customers
- Provide Alexforbes CX subject matter expertise to internal clients as necessary to ensure successful implementation of CX improvements
- Provide process, planning and measurement support to internal clients as necessary to ensure successful implementation of CX improvement initiatives.
- Link Alexforbes CX insights from research and learning from previous CX initiatives to the goals and activities of current client and customer CX initiatives
- Analysing customer feedback in respect of trends and pain points and communicate information with business partners, in tracking of CX improvement in monthly and quarterly reports.
- Help internal clients understand how different Alexforbes business processes, organisational viewpoints, and customer goals influence/impact CX
- Identify organisational, skill or resource gaps compromising CX success, and facilitate the identification of practical solutions for closing those gaps
- Provide advisory and implementation support to CX improvement
- initiatives
- Develop constructive working relationships with internal clients so that Customer Insights and Escalations an influential thought leader within the business.
- Communicate effectively and appropriately with leaders and teams Complaints awareness, training and communication
- Ensure that the Client Liaison Officers and any business complaints handlers are fully trained and competent in operating D365 complaints management system, as well as complaints handling skills and quality assurance standards.
- Manage the quality of communication associated with complaints and provide clear guidance in respect of appropriate communication practice and content
- Creating awareness and training across the Group to log, manage and resolve complaints
- Training to be developed around complaints trends and insights and system enhancements D365 Complaints
- Ensure that the system is working effectively daily and is able to deliver according to the latest Market Conduct requirements. These include D365 and the web- and intranet complaint form integration
- Ensure that all minimum quality standards prescribed by the FSCA are noted in the Group Complaints Management Framework, are adhered to. This includes ensuring ongoing quality assurance where relevant. Conduct audit on D365 to ensure the group is managing complaints in line with Group Complaints framework CX Platform
- Monitor CX metrics, response rates and sentiment for accuracy
- Monitor daily accessibility and accuracy of data
- Data integrity and quality for data dropped on SFTP and reflecting on the
- user interface
- Conduct systems training for all users Customer impact
- Ensure Client Liaison Officers and business teams provide client and
- customers with world class customer service and customer experience
- Not only meet Customer Expectations but exceed them
- Prioritise complaints and deal with them urgently
- Keep customers up to date regarding the progress of their complaints, manage their expectations and deliver on promises
- Always find ways to improve customer service and customers experience by providing the business with feedback and driving continuous improvement across the Group Legislation: TCF, Market Conduct, POPIA, Two Pot system
- Ensure that customers are treated fairly and that their confidentiality is fully protected throughout the complaints handling process voice of customer programme
- Provide complaints and CX reports to all relevant business heads to inform them whether they are improving or declining in the delivery of the treating customers fairly
- Proactively check trends to identify non-compliance and ensure that they are treated fairly
- Ensures that TCF is understood and practiced by the Client Liaison Officers and the business
- Draws on TCF management information (and potentially contributes towards the input thereof) to monitor progress in TCF and addresses shortcomings
- Driving the protection of customer information with the Client Liaison Officers to ensure that all documents are password protected and that correct information is shared with the relevant audience
- Act as an Alexforbes ambassador by modelling TCF, the Alexforbes values, complaints-handling and CX best practices in every interaction with clients, colleagues, service providers and the public
- Adheres to all legislative requirements including Market Conduct and POPIA and motivates team to do same MI Reporting
- Monthly and quarterly MI reporting with trends and recommended mitigation management actions
- Fund reports to be provided to the relevant consultants on a daily/weekly/monthly basis
- Preparing data for Trustee reports, monthly reports to enable Group Escalations Manager to prepare reports
- Complaints registers sent to the relevant consulting team
- Conduct root cause analysis of complaints and CX sentiment in order to identify shortfalls in customer experience, procedures and processes timeframes
- Analyse and summarise reports, present and distribute to Mancos and clients
- Recommendations of mitigating management actions to ensure ongoing
- improvement
- Design and implement management information reports
- Analyse root causes of all complaint types and new trends Building solid relationships with clients and colleagues escalations
- Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities
- Work effectively within the business services teams
- Treat colleagues with integrity, respect and empathy
- Support team objectives and decision
- Must internally maintain excellent communication with colleagues in the front line team to assist in ensuring the smooth operation of services
- Share knowledge and skills with other members of the team
- Meet attendance and adherence requirements
- Attend to escalated complaints as required and facilitate escalations to the MD/Head of the business
- Hold leaders and relevant teams accountability for any concerns raised and action items that needs to be focused on
- Get the relevant buy in from the business to ensure all gaps are closed and recommendations are looked at to ensure improvement
