HOD: Customer Care Operations

Role Purpose and Key Responsibilities

Role Purpose: 

• To oversee end to end Customer Care Operations of key Customer touch points such as the Call Centre, IVR, Digital and Back Office support.
• This role will be responsible to manage the vendor to deliver superior customer experience within the approved budget and the agreed contract. 
• The role will oversee a transformation of Customer Services into a differentiated and superior experience to all customers by efficiently managing and controlling resources.

Key Responsibilities: 

• Lead and execute the Customer Care Operations Strategy leveraging and encompassing the wider Customer Service Strategy of the organisation.  Ensure all strategic initiatives and plans are rolled out to relevant touch points and support the defined customer segments. 
• Manage the business partner relationship to ensure performance delivery and resource management at all times. Ensure deliverables are within approved budget and contract 
• Work with Channel and Product Owners to ensure appropriate action plans are in place to bring the Customer Service Strategy to life by driving performance improvement and alignment to best practices. Provide consolidated reporting to management regularly on progress to plan
• Drive need to contact efficiencies through call reduction initiatives, promotion of alternative channels and self-care and root cause analysis with a focus on digital initiatives. 
• Manage quality of frontline support 
• Manage outbound activities including surveys and Telesales 
• Manage deployment of resources in order to best achieve KPIs, balancing efficiency, increasing complexity of products & services, and customer needs.
• Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing for internal and outsourced staff.
• Sets goals and targets regarding all Customer Services Operations in line with Company vision, goals and objectives.
• Responsible for Performance management process, Recruitments, coaches and appraises in the team.
• Supervises direct subordinates in the context of Customer, Simplicity and Growth, in a way that gives freedom to them delivering their goals, learn more and bring new ideas in the team and the business.
• Financial Management – manage budgets, drive down costs wherever possible

Qualification; Core competencies, Knowledge and Experience

• Degree in Business Administration or any other related field.
• 7 years of experience in Customer Operations or Business Analysis or Programme Management
• 3+ years of customer service operations management, Business Partner and Vendor Management
• Strong knowledge and experience of Global Corporate Operation model.
• Excellent written and verbal communications skills; Strong personal impact and influencing skills
• Strong management skills
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions