Team Lead, Customer Experience at Coronation Insurance Plc

Principal Duties & Responsibilities

Customer Experience Strategy

• Design and implement strategies to boost both customer relationship and the customer experience journey
• Develop feedback or complaints procedures for customers to use
• Improving customer service procedures, policies and standards for the organization.
• Ensure the creation and adjustment of policy information or status of customers is effected in line with company quality standards

Collaboration with teams

• Develops strategy with other managers to discuss possible improvements to customer service as it concerns the company
• Provides customer experience insights on product development engagements
• Oversees training of sales, marketing, product development to deliver high standards of customer experience
• Provides guidance and supervision to sales, marketing and customer relations teams to on delivering excellent customer experience to clients across various platforms
• Implements plans for customer-facing team towards ensuring that their interactions with customers always reflect the company in a positive light, and to guarantee rapid responses to any and all inquiries and questions
• Provides regular feedback to Head, Customer Solutions, Digital and Technology Services for communication to customer-facing team in order to keep these employees apprised of changes

Customer relationship management

• Provide direction for the effective and thorough handling of customer enquiries 
• Handle escalated customer service issues to resolution.
• Review records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken

Business Development

• Generate business growth opportunities by developing and managing key relationships for enhanced revenue performance
• Provide recommendations in the improvement of customer experience in order to ensure that the Company stays ahead of its competitors
• Monitor the company Net Promoter Score data and define improvement opportunities and strategies to enhance communications targeted at early tenure and low tenure customers

Education and Work Experience

• Bachelor’s Degree in Marketing or Business Administration or any related discipline.
• Professional certification such as Certified Customer Service Professional or relevant qualification 
• Minimum of 7 – 9 years’ relevant experience in the financial services industry with at least 3 years leading a team. 

Required Skills and Competencies

• Strong Business Acumen.
• Excellent understanding of the local and global financial services industry.
• Excellent understanding of trends and recent developments in insurance industry.
• Extensive knowledge of MS Office tools.
• Excellent analytical and problem-solving skills 
• Strong strategic orientation, creativity and innovation.
• Strong stakeholder management skills
• Exceptional communication skills – written, oral, interpersonal, and business presentation skills and the ability to effectively interface with senior management, and staff.
• Demonstrated commitment to ethical standards and high level of integrity.
• Strong risk management skills
• Excellent customer service skills
• Strong knowledge of customer-centricity
• Strong knowledge of product development
• Strong knowledge of the company’s products
• Proven excellent skills in the use of CRM tools and systems
• Strong understanding of insurance principles and practices
• Strong understanding of legal obligations and regulatory compliance
• Strong leadership and people management skills
• Demonstrated leadership experience partnering at multiple organizational levels and across remote teams