Old Mutual
Lets Write Africa’s Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
This role is responsible for increased customer satisfaction by driving OMMALA customer strategy plans in line with the groups business plans. The incumbent shall also be responsible for CX data analysis and managing the shared service -front office function.
1. Develop and implement OMMALA customer strategy level 3 plans to enhance the customer experience.
2. Conduct research and analysis to understand customer needs, preferences, and pain points.
3. Map and optimise customer journeys across multiple channels and identify touchpoints suitable for automation to ensure all touchpoints of the customer journey are engaging, efficient and effective.
4. Collaborate with cross-functional teams to ensure a unified approach to customer experience.
5. Monitor customer satisfaction metrics, analyse and interpret feedback to identify areas for improvement.
6. Optimise customer feedback systems and processes to capture and address customer concerns.
7. Develop a customer centricity culture within the business through training and staff engagement.
8. Manage customer complaints and queries processes to ensure compliance to service level agreements and all customer related policies and directives.
9. Ensure optimal usage of the CRM tool to monitor customer experience and storage of a clean database.
10. Keeping up to date with industry trends and best practices in customer experience management.
11. Accountable for Malawi monthly and quarterly Opscom submissions and board reporting on customer strategy and customer metrics progress.
12. Ensure front office team continuously offers excellent customer service through coaching, mentoring and training.
Skills
Education
Bachelors Degree (B) (Required)
Closing Date
11 October 2024
The Old Mutual Story