Job Details

Job Description

Purpose of the Position

To build capability to deliver the customer experience journey across all touchpoints.

Key Performance Objectives

Strategy Execution

• Ensure Staff members at all touch point have the required capabilities to Implement Customer Experience roadmap
• Continuously deploy refresher/simulation programs for Agents to broaden their understanding of customer experience processes – across all MCZ touchpoints

Training Delivery/QA

• Conduct training needs assessment and identify skills or knowledge gaps that need to be addressed
• Monitor training programmes and manuals to ensure that they are up-to-date
• Gather feedback from trainers and trainees after each training session
• Manage and maintain in-house training facilities and equipment
• Maintain updated curriculum database and training records

Channel Partners & Third Parties Touch points

• Ensure all Channel Partners staff have the required capabilities to implement the designed Blueprints (in line with Customer Journey Mapping) in pursuit of all time service excellence at our Partners

Budget Management

• Manage annual budget and forecast exercises
• Rigorously monitor regional performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency

People Management

• Manage team members to ensure effective delivery of business unit objectives
• Develop a high performing team by embedding formal performance development and informal coaching
• Encourage frequent knowledge sharing between team members
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
• Approve leave requests for team members and create leave plan to ensure adequate coverage
• When required, initiate disciplinary processes for team members calling on support from HR when required
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with
• Motivate team members and ensure that their efforts are recognised

Qualifications

Bachelor’s Degree in a related field

Experience

• A minimum of 8-10 years HC experience as a generalist
• English speaking advantageous
• Strong analytical skills
• Strong coaching, conflict resolution, relationship and team building skills
• Excellent communication skills, including the ability to write clearly and succinctly in a variety of communication settings and styles
• An ability to demonstrate high personal impact and influence to build a strong, trusted advisor relationship with business leaders
• Strong knowledge of country specific regulations, policies and labour legislation