Job Information
Manager – Group Client Experience
Company Information
Job Information
Company
Sagicor Jamaica
Website
https://www.sagicor.com/
Contact Name
Contact Email
sagicorjobs@careerjamaica.com
Job Type
Full-time
Department
Sagicor Group Jamaica Ltd.
Category
Banking/Finance
Posted
22-04-2024
Job Status
Start Publishing
22-04-2024
Stop Publishing
27-04-2024
[Kingston,Jamaica ]
Description
"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"
Sagicor Group Jamaica Limited is seeking a suitable candidate to join our Group Client Experience team in the capacity of: Manager – Group Client Experience
Location: Kingston
As a Manager – Group Client Experience, you will:
- Enhance the overall client experience across all entities of the Sagicor Group Jamaica Limited through the development of mechanisms to understand client needs, expectations and perceptions.
- Enforce the service standards and procedures along with continuous assessments of our business processes to ensure alignment and provide recommendations for improvement aimed at fostering exceptional client relations.
- Champion and enhance client experience levels groupwide:
- Manage the day-to-day activities of the areas by developing, documenting and enforcing service standards and procedures to provide first class service and experience to the company’s clients consistent with the objectives of the Group.
- Provide leadership in the development of Sagicor Group Jamaica business’s client experience vision and strategies.
- Develop strategy and deliver/ implement service improvements to achieve best in class and client satisfaction results utilizing proved methodologies, establishing standards, policies, processes, KPI dashboards focused on delivering quality successful client satisfaction.
- Identify the reasons why clients contact the company and analyze client reporting from all touch points for trends.
- Develop and implement programmes to improve client service level metrics and work alongside operational managers to eliminate defects in the operations.
- Define and create a service culture in the company and drive client satisfaction and experience programmes.
- Formalize data collection efforts to aggregate, organize and drive client insights effectively.
- Develop, manage and review targets and measurement mechanisms to monitor the success of agreed initiatives and activities.
- Review and analyze client surveys, make recommendations and implement agreed strategies to improve client experience.
- Monitor clients contact points and determine key drivers/ reasons for client dissatisfaction.
- Manage the client complaint handling process.
- Participate in relevant cross-functional committees and working groups to develop business initiatives.
- Manage the implementation of the company’s business plan in all areas of operational excellence and client experience delivery.
- Represent the company’s client experience activities as required in external relationships.
- Implement an effective group recognition programme aimed at increasing a client centric environment.
- Assist in the assessment and analysis of processes/ systems and recommend any necessary changes to achieve optimal operational efficiencies, including the monitoring of service standards to ensure consistency and positive impact on clients.
- Perform other related duties assigned from time to time.
What do you need?
- Bachelor’s degree in Business Studies, Management Studies or relevant discipline from a recognized tertiary institution.
- Post Graduate Studies in Customer Experience Strategy or Business Management would be an asset.
- Successful completion of the FLMI and ACS designation.
- Formal training in client experience leadership and training.
- At least three (3) years working experience with at least two (2) years at the supervisory level within the financial services industry.
- Minimum of one (1) year working experience in one or more of the following fields:
- Customer Experience Design, Survey Evaluation, Project management, Service Blueprinting,
- Customer Journey Mapping or a related area.
- Sound knowledge of life insurance, banking and investments products and processes.
- Sound knowledge of excellent client experience techniques.
- Excellent analytical skills and the ability to make data driven decisions.
- Outstanding communication, listening, influencing and negotiation skills.
- Ability to partner across functions and work groups to ensure the successful development and delivery of programmes and initiatives.
- Exceptional planning and organizational skills with a highly disciplined and methodical approach to work.
- Excellent leadership and coaching abilities.
- Ability to work with multiple priorities and under pressure.
- Strong orientation toward achieving results, attention to detail, and proven ability to drive toward long-term goals.
- Experience working with budgets and financial controls.
- Working knowledge of project and change management.
- Sound knowledge of business etiquette and protocol.
- Excellent proficiency in the use of computer software packages including Microsoft Office Suite.
If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than April 26, 2024
While we appreciate all applications, only shortlisted candidates will be contacted.
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