Senior Manager - Client Experience (Long term Insurance) - South Africa
Duties & Responsibilities: Ensure that Assupol meets its client engagement and experience goals Building brand loyalty: Turn clients into ambassadors and nurture long term relationships. Grow revenue & profitability: Enhance efficiencies & effectiveness throughout the client journey. Generate insights: Provide the rest of the business with insights so that it can continuously improve experiences. Integrate: Build a streamlined client experience across all departments. Future proof: Use the Client Engagement Program to act as a catalyst for a client centric Assupol transformation. Strategic planning and client experience alignment Determine client engagement and experience strategies and plans. Obtain a clear understanding of Assupol’s business objectives in order to strategise client engagement and experience efforts such that it contributes to the achievement of the business goals. Research and foresee market changes, dynamism in client expectations and develop strategies to guide Assupol to live up to those expectations in the fast-evolving digital world and remain one step ahead of the competition and come up with brand-new ways to impress clients. Set client engagement and experience goals that are Specific, Measurable, Attainable, Relevant and Time-bound (SMART Goals). Client journey planning and management Visualize the end-user experience and then work backwards to plan, strategise, and execute client experience efforts to deliver great experiences through each interaction and across touchpoints. Data driven problem solving Responsible for looking at different problems in the client experience process and finding the right solutions. Ensure that clients feel satisfied with the Assupol brand from the moment they show interest to well after they make a purchase or make a claim. Employ all the available data tools and technologies to gain insights that will help businesses deliver, manage, measure, and improve client experience. Responsible for understanding data analytics and extract useful or actionable information from it along with strong problem-solving skills is a power-packed combination for ensuring client experience gaps do not occur or are resolved efficiently. Do ongoing research into emerging market trends and what our competitors are doing to support client engagement and experience recommendations, decisions and goals. Building the team with clear communication, interpersonal skills, networking and influencing Constantly collaborate with and communicate to business leaders, team members and important stakeholders to ensure all other teams in the business contribute equally to providing clients a seamless experience across all touchpoints. Recruit, develop, train, and build a high-performing client experience team that efficiently aligns with the client engagement and experience strategy. Requirements Formal Education: Matric 3-year tertiary qualification (Business/Commercial/Management/Marketing/Client experience) Experience: 5 – 8 years’ experience in a client experience related role Of which 3-5 years’ experience should have been in a management capacity Preferably in the insurance sector or financial services industry.
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