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Strategic Personnel

Analyst - Client Experience

Strategic Personnel

  • R41,700 - R43,300 per month
  • Permanent Intermediate position
  • South Africa
  • Posted 22 May 2024 by Strategic Personnel
  • Job 2569365 - Ref JHB000565

About the position

In the digital era, people are collaborating, co-creating, and sharing like never before. 
Be part of this drive within this dynamic organisation that offers fantastic career growth.
What you’ll be doing if you get the job:
- Design and evaluate the client experience across various touchpoints in Client Operations with a focus on enhancing client junctions, communication and improving their new business, servicing and claim journeys.
- Champion the Customer Experience aspects of the design process with thought leadership in the discipline and competence applying insights to continuously improve the desired client experience.
- Take ownership of Customer Experience monitoring and reporting of all functions within Client Operations functions.
- Your role may change over time, depending on your performance, your needs and the business’s needs.

Who’ll you report to:
You’ll be based within the Client Operations division in Sandton, head office and you’ll report to the Executive: Operational Efficiencies and Performance, who is accountable for customer experience enhancements and monitoring Client Operational functions.

Your duties will include:
- Gather and analyse customer experience data with the goal to better understand customer needs, viewpoints and experiences.
- Review and design operational processes, on-line documents and communication templates to achieve better customer outcomes.
- Provide insight on customer feedback from complaints, escalations, and surveys (internal and external) for product and process improvements.
- Maintain and enhance Treating Customer Experience model.
- Monthly reporting of Treating Customer Fairly Outcomes. 

Qualifications and experience:
- Minimum 3 years customer experience in Life insurance industry ESSENTIAL
- Financial/Statistical university degree and post-graduate qualification
- Previous experience in working with client and/or intermediary service providers.

Your knowledge:
- Sound knowledge of Business and Operational Insurance Industry administrative processes.

Your skills:
- Ability to make decisions , analytical mind and excellent problem solving techniques
- Ability to pay attention to detail and quality driven
- Ability to work effectively with others and contribute to team task accomplishment
- Must be organised and results orientated
- Good verbal and written communication skills in English
- Strong sense of ownership
- Excellent time management skills
- Pro-active and innovative
- Ability to analyse data for reporting purpose and analyse trends
- Ability to identify problem areas where business redesign is required
- Passion for excellence

Technical Skills:
- Excellent verbal and written communication skills
- Numeracy – Accounting and Data analytics
- MS Office and PC literate
- Microsoft Access

Desired Skills:

  • Data Analyst
  • Business and Operational skills
  • Life Insurance knowledge
  • Enhance customer service models500
  • Modeling
  • Trend analysis

Employer & Job Benefits:

  • Monthly Performance incentive

Strategic Personnel

About the agency

Established in 1994, Strategic Personnel is a specialist, dynamic recruitment agency focussing on the recruitment of senior executive, middle and junior management and office support staff. Strategic Personnel's focus is in the sectors of Banking, Financial Services, Human Resources, Legal, Marketing and other Professional sectors. Strategic Personnel counts as our clients the large Banking and Merchant banking groups, Insurance houses and many of the Top 100 companies listed on the JSE. Strategic Personnel prides ourselves in a strong understanding of our core business and the fact that every candidate and client is unique. Our established and succesful track record is your guarantee of a company proud to offer knowledgeable staffing solutions to match your individual needs.

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Job expired on 2024/05/29

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