Head of Customer Satisfaction

• Direct the continual review of customer experience and recommend strategies & action plans to ensure a comprehensive service strategy that supports a customer-centric organization.
• Lead continuous improvement to ensure effective frontline service delivery and customer care activities, in General Agency, Contact Center, Partners and every customer touchpoints and journey;
• Develop and implement tracking & reporting standards and systems for all customer experience activities for new and existing policies and policyholders;
• Actively collaborate with Customer Service, Operations, Operations Transformation and Distribution Services to ensure the delivery of a fully aligned customer servicing and support framework;
• Actively collaborate with Customer Experience - Marketing to ensure fully aligned customer voice and messaging;
• Drive strategic planning & initiatives where customer service and sales support expertise are required;
• Identify and develop solutions / opportunities brought about by regulatory challenges/changes; new technology and service opportunities.
+ People Management:
• Define, communicate and execute a development plan to attract and ensure career growth and success of customer service and satisfaction staff;
• Recruit, build and develop an engaged, competent and effective team;
• Conduct and document regular performance reviews and an annual reviews;
• Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA Performance Management Process;
• Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans.
+ Risk Management:
• Implement robust governance (operational processes & procedures) in close consultation with local (PVA) and regional (PCA) Risk, Governance & Compliance guidelines and rules;
• Maintain a Quarterly Departmental Risk Register (DRR) to capture both significant and non-significant functional risks;
• Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations.