Customer and Broker Experience Project Manager.

Closing Date 2024/07/22

Reference Number HOL240718-1

Job Title Customer and Broker Experience Project Manager

Business Unit Hollard Insure

Department Customer Experience

Job Family Operations - incuding Claims, Policy Servicing, Underwriting and Retentions

Job Type Classification Permanent

Reporting To Customer & Broker Experience Manager

Number of Positions 1

Location - Town / City Johannesburg

Location - Province Gauteng

Location - Country South Africa

Job Advert Summary

• Main purpose of the role is to implement the Customer & Broker Experience projects internally, brokers and suppliers.
• The Project Manager roles focus areas are:
• Increasing business measurement coverage through various voice of customer and broker platforms (surveys, analysis and presenting thereof)
• Driving and embedding the C1st culture within the organisation through managing various C1st initiatives (projects) including Customer Conduct (TCF) framework, Customer Month, Customer Resolution, etc.
• Fixing pain points through identifying, monitoring and tracking remediation actions and leading customer and broker customer journey mapping, with the relevant business areas
• Relevant administrative functions to support the Customer & Broker Experience team.

Key Responsibilities

• Leverage customer & broker insights (NPS, satisfaction surveys, research, etc.) to steer the development of concrete action plans which drive customer and broker experience improvements.
• Process analysis and redesign, as well as experience design to improve overall customer and broker experience across Insure, brokers and suppliers.
• Apply user-centred design, using customer and broker journey mapping to identify key moments of truth, and testing and iterating on new experience designs until the ideal state is reached.
• Once customer or broker experience improvement opportunities are identified, the incumbent will need to thoughtfully prioritise, plan and manage the projects to successful completion.
• Use structured project management methods and tools to lead customer-driven process improvements.
• Reporting skills are essential.

Required Knowledge And Experience

• 3 -5 years related experience
• Strong background in Project Management and deep experience in Customer (and broker) experience and general Operations Support.
• Excellent relationship management, facilitation and thought leadership skills
• Strong communication skills (written and oral)
• Excellent people management and team leadership skills
• Strong project management and delivery skills
• Strong analytical and problem-solving skills to resolve problems independently

Educational Requirements

• Bachelors degree in Commerce, Project Management, Business Administration, or a related field. (BCOM or Project Management recommended).
• An additional qualification in Project Management will serve as an advantage.

All Hollard appointments are made in line with our DEI policy.

Hollard is unapologetically committed to creating and enabling a workplace that values your diversity with a true sense of care, dignity and inclusion. We actively seek to hire for your different lived experiences (including, but not limited to disability, race, religion, ethnicity, culture, language and social origin , gender diversity, sexual orientation, neurodiversity). These grounds enhance cognitive diversity and psychological safety in our workplace for everyone.

We proudly promote the Hollard Way we work, which is a combination hybrid work environment at this time. We offer flexibility in our work as far as possible, dependent on the nature of the role. Even if you dont meet all our selection criteria, we encourage you to apply!