Head, Complaints Management and Client Experience
Head, Complaints Management and Client Experience
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
To lead the Complaints Management and Client Experience function within the Insurance division ensuring the effective resolution of client complaints and the continuous improvement of client experience. Execute and embed Client Experience standards and frameworks driving a client-centric culture and ensuring regulatory compliance.
Qualifications :
- Completed Matric
- Business Commerce Degree
Experience
- 10 years Experience in insurance or financial services with a strong focus on client service and complaints management. Leadership experience including managing teams and influencing cross-functional stakeholders. Proven ability to execute client experience frameworks and manage service recovery. Background in operational excellence including process improvement and risk identification.
- 8 - 10 years Experience in change execution working with People and Culture and Change teams. Familiarity with insurance regulations and governance standards. Exposure to insurance systems and CRM platforms. Skilled in data-driven decision-making using SLAs client feedback and complaints trends.
Additional Information :
Behavioural Competencies
- Adopting Practical Approaches
- Articulating Information
- Embracing Change
- Empowering Individuals
- Establishing Rapport
Technical Competencies
- Client Acceptance & Review
- Client Relationship Management
- Insurance Products & Services
- Query Resolution
- Risk Perception & Assessment
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
