Customer Experience Manager - Hollard Insurance Ghana

The country’s favourite insurance group is Hollard Ghana, with subsidiaries Hollard Insurance and Hollard Life Assurance. The group combines its deep local knowledge of the market having previously operated in Ghana for 25 years as Metropolitan Insurance with the world-class expertise of an international insurance brand in 18 countries across the world. With feet firmly planted on Ghanaian soil but headquartered in South Africa, Hollard delivers innovative insurance solutions customized to the unique risks Ghanaians face.

Hollard offers various life and general insurance products including funeral, personal accident, motor, business, travel, home, and more. Beyond various nationwide office branches and Hollard 2U franchise shops, Ghanaians can find Hollard at Shell Fuel Station Welcome Shops, Melcom stores and online at www.hollard.com.gh and www.jumia.com.gh for all their insurance needs. 

Hollard is a three-time certified Top Employer by the Top Employer Institute.

Job Description

Hollard General is looking for a Customer Experience Manager. 

• Job Location:  Head Office 
• Report to:  Group Head of Marketing and Corporate Affairs

Job Objective

To proactively manage the company’s customer touchpoints across all relevant functions and channels of the business. The role will define and ensure the company’s service provision aligns with the customer journey to attract and retain them. They will provide outstanding customer service to clients by developing effective customer service procedures, managing the call centre, its technology, and team, implementing customer engagement activities, set and meeting customer satisfaction goals in line with corporate strategy. 

Main Duties & Responsibilities

• Ensure that the customer experience strategies are aligned to the larger marketing and business goals and outcomes
• Liaise with internal and customer-facing teams to ensure that gaps in the customer experience are plugged
• Meet and exceed the set GWP target for the business of the customer service unit and contribute to the company’s profit.
• Lead call centre representatives to better performance and improve service quality by providing sufficient customer support.
• Improve customer engagement by tracking customer interactions across all channels and systems to efficiently scale service and effect corrections.
• Create and deliver effective customer service procedures, policies, and standards (e.g., Customer Service Charter) and respond to customer service issues in a timely manner.
• Conduct periodic Customer/Service Quality surveys and use feedback to improve and delight customers in our service delivery
• Perform Data Analysis to effectively drive efficiency to ensure customer value is experienced while tracking customer retention and churn statistics as well as gathering data for product development
• Acts as the face of the Company for all customers and visitors and directly control the day-to-day activities of the front office and delivers customer service.
• Hire and train customer service and call centre agents and reduce agent attrition by motivating and rewarding high performers to improve agent loyalty.
• Prepare and submit monthly/quarterly reports by analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Focus on Customer Journey by ensuring that issues and complaints are tracked/resolved/escalated based on an agreed SLA

Required Skills or Experience

• A university degree or related qualification
• 5 years of experience in a customer service management
• Professional certification in Customer Service will be an advantage
• Knowledge of management principles and familiarity with company products/services
• Exceptional interpersonal skills and a client-centred approach.
• Strong collaboration and project management skills
• Outstanding written and verbal communication skills
• Knowledge of online customer engagement platforms and channels
• Proficiency in MS Office, as well as CX and CRM software.

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