Role Title : Head – E.C.M Direct Sales and Customer Value Management
Division : E.C.M Direct Sales
Location : JHB
Closing date : 28 Nov 2020
Purpose
- Develops tactical strategy and delivery plans for the ECM Direct business (Customer Contact Centre ) to deliver on financial targets and provide support for the Liberty Work & Alternative distribution channels.
- Design, develop and drive customer value management and delivery.
This role is based in Johannesburg
Minimum Experience:
- 5 – 8 years experience in a similar environment, ideally in a long term insurance sector Customer Contact Centre .
- 3 – 4 years at senior management level
Qualifications
- Relevant tertiary level qualification
- RE – Key Individual
Key Responsibilities
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.
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.
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.
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)
Desired Skills:
- Customer Contact Centre Management
About The Employer:
Who we are
Liberty is a JSE listed financial services group that offers an extensive, market-leading range of products and services to help clients build and protect their wealth and lifestyle. Liberty is part of the Standard Bank Group.
Our purpose
Improving people’s lives by making their financial freedom possible.
Our vision
Transforming Liberty to be the trusted leader in South Africa and chosen markets by delivering superior value through exceptional client and adviser experiences.