Customer Experience & Solutions Manager at CIC Insurance

PURPOSE:

Reporting to the Group Head of Customer Experience, the role holder will embed and drive the Customer Experience strategy across the group through an effective Root Cause Analysis and Effective Complaints management model for increased wallet share and customer stickiness.

PRIMARY RESPONSIBILITIES:

Embedding a Customer Centric Culture:

• Drive Service Excellence and ensure delivery of outstanding services in Branch Network as well as Head Office Departments by Regularly engaging frontline and back office teams on matters service.
• Share best practices, nuggets, and other relevant material with the business, as well as championing service campaigns to drive the right service behavior and enhance customer centricity.
• Ensure the available customer feedback tools and mechanisms are actively and adequately used across the business e.g. CRM, Customer Feedback Units (CFUs) etc.
• Proactive action planning to analyze the data and address gaps picked.
• Conduct Trainings for all staff and liaise with Learning and Development to deliver suitable quality training on customer experience.

Complaints Management and Service Improvement:

• Review and identify process and system gaps through root cause analysis and recommend solutions for improvement. Involve the teams in ensuring remedial action is taken to improve customer experience.
• Provide reports to stakeholders on nature of complaints/queries and any trends observed for inclusion in overall change initiatives relating to service.

Team Management, Risk & Compliance:

• Develop a high performing team through continuous performance development and coaching.
• Discuss and finalize performance management plans and ratings for direct reports, and manage team effectively with regards to administrative matters.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, internal policies and policy standards.

Key Skills, Knowledge, Experience and Behavioural Competencies
Academic and Professional Requirements

• Education  Bachelor’s Degree in a relevant field,
• Professional Qualifications    Computer literate in MS Office and other office applications

Experience Required:

• Relevant experience    5years
• 2 years of experience as team leader in a dynamic service organization