At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.
Purpose
Develops tactical strategy and delivery plans for the ECM Direct business to deliver on financial targets and provide support for the Liberty Work & Alternative distribution channels. Design, develop and drive customer value management and [URL Removed] role is based in JHB
Minimum Experience
5 – 8 years experience in a similar environment, of which 3 – 4 years at management level
Minimum Qualifications
Relevant tertiary level qualification
RE – Key Individual
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Outputs
Process
- Improves the direct channel capability to deliver on the ECM targets.
- Develop and implement a plan for collaboration and leveraging opportunities from Retentions and Servicing teams
- Provides a short term tactical plan for ECM Direct clarifying how to improve and leverage services with DFS.
- Benchmark best practice Direct processes.
- Drive ad-hoc initiatives and marketing campaigns through the ECM Direct channel.
- Coordinates the necessary reporting and customer data management.
- Work closely with Direct Financial Services to maximize synergies.
- Accountable for strategy implementation through the integration and optimisation of operational activities to practices and systems across an internal value chain.
- Proactively identify interconnected tactical problems, determine the impact, patterns and trends to identify alternatives and best practice solutions, anticipating future challenges.
- Plan for the management of work outputs across various functional activities, integrating interdependent practices, processes or systems and addressing and balancing the demands of different priorities to optimise efficiency.
Customer
- Manages customer retention and life-cycle management and manages the customer journey to ensure that customers are locked in and additional product sales are achieved.
- Design and develop a customer management capability for ECM.
- Oversees the customer business to ensure customers are serviced at the right levels.
- Manage customer retention and life-cycle management.
- Manage customer journey that ensures customers are locked in and additional product sales are made.
- Enables the Re-acquisition of the lapsed customer book.
- Designs and develops the product tailored for the customer environment.
- Build strong customer-centric relationships and develop service level agreements that promote the organisation with stakeholders aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Ensures financial return and viability of customer activities.
- Manage the ECM Direct Budget and Financials.
- Compile an operational or business area budget aligned with the delivery plans, and ensure the implementation and monitoring of financial controls, management of costs and corporate governance to optimise cost savings and/or profit margins.
Learning and Growth
- Develops and manages direct financial education processes.
- Manage the ECM Direct Team and resourcing requirements.
- Balance, optimise and manage human resources across disciplines through executed human capability plans.
Governance
- Implement the governance management model, framework and policy in own practice and/or tactical areas to identify and manage governance and risk exposure liability pro-actively.
Competencies
Liberty Values
Technical Competencies
- Legal Compliance (Sales) (Proficient)
- Building Customer Loyalty (Proficient)
- Risk Awareness (Proficient)
- Sales life cycle management (Proficient)
- Conflict Resolution (Proficient)
- Business Interaction (Proficient)
- Efficiency improvement (Proficient)
- Policy implementation (Proficient)
- Functional Policies and Procedures (Proficient)
- Developing sales (Advanced)
- Product and/or Service Knowledge (Proficient)
- Sales management (Proficient)
- Budgeting and Expenditure Control (Proficient)
- Customer Relationship Management (Proficient)
Behavioural Competencies
- Persuading and Influencing (Proficient)
- Entrepreneurial and commercial thinking (Proficient)
- People Management and Empowerment (Proficient)
- Interpersonal Effectiveness (Proficient)
- Problem Solving and Analysis (Proficient)
- Strategic Insight and Capability (Proficient)
- Teamwork and Cooperation (Proficient)
- Judgment and decision making (Proficient)
- Communicating with Impact (Proficient)
- Relationship Management and Networking (Proficient)
- Customer Orientation (Proficient)
We put our knowledge and insight acquired over the past 60 years, to serving a pan-African market of the future. Ãû€šLiberty has received its eighth certification as a Top Employer from the Top Employers Institute. See details here link