Posted on :
24 Jul, 2010
24 Jul, 2010
Hollard is South Africa’s largest independent and privately owned insurance group. At Hollard we are passsionate about our core values and culture. As such, we eat, breathe and sleep our values of customer focus, delivery, integrity, using initiative, having a zest for life and living ubuntu (human dignity). It’s important to note though, that while we take our work seriously, we try not to take ourselves too seriously by always ensuring that there’s a healthy balance in our work environment. After all, recognising that people are individuals and treating everyone with respect is at the core of the Hollard DNA.
Hollardites are collectively insightful, innovative, entrepreneurial, passionate and conscientious – but we’re also about enjoying what we do, within an environment that encourages and rewards individuality, imagination and flair. This is vital to the success of a business such as ours which does not sell a physical product but endeavours to consistently deliver on our promises. We are essentially a business about people adding value to the lives of other people and being there when they need us most.
With these key principles as our driving force, we are determined to maintain our differentiation and know that this can only be achieved if we continue to invest in our most prized resource – our people.
Job Title: Head Group Customer Centricity and Quality Management
Job Code: CS0004
Closing Date: 31 Jul 2010
Business Unit / Division: Central Services
Reporting to: Head of Group Service Excellence and Head of Corporate Marketing
Drive consistent world class experience for our internal and external stakeholders across Hollard.
Ensure the customer is at the centre of all products and processes across Hollard and it’s partners
Ensure all Hollardites are aware of the role they play in building the Hollard brand through their daily actions
The Manager of Customer Centricity and Quality Management will be responsible for:
Supporting, developing, and expanding the Quality System to ensure customer satisfaction and quality of products and services is delivered.
Facilitating internal improvements for organizational effectiveness.
Ensure business delivery including the management of documented systems, processes, and the reinforcement of continuous improvement efforts.
Provide assistance across the organization in the interpretation of standard requirements and guidance in the documentation, implementation, and maintenance of business processes and the metrics collected to monitor business performance and customer experience.
Direct the investigation and resolution of customer complaints through the business units to insure full response and continuous control over service and product delivery. The complaint resolution process and service excellence measures will also be addressed with corporate marketing to ensure a coordinated response to maintain brand support and reinforcement. For this position, a primary focus will also be on the Quality Function Deployment encompassing the Voice of the Customer into product and service design – capturing customer requirements and feedback and translating those needs into characteristics about a product or service to build trustworthiness and ensure customer delight, loyalty, and profitability.
Plan, coordinate, and direct quality control and assurance programs designed to certify continuous delivery of products and services consistent with established standards. The Manager of CCQM will lead the monitoring of service and process transactional data as generated through the day to day operations; and as well analyse statistical data as well as product specification to determine present standards and established proposed service quality and reliability expectancy of product and service delivery.
Manage the frontline team.
BU Board meetings. Ensure relevant measures are presented.
Close collaboration with The Academy and HR on training and recruitment.
Liaise with internal comms to ensure all Hollardites are motivated to be customer centric
Qualifications / Work Experience:
Minimum 3 years of success in managing Customer Centricity processes and relationships.
3 years success in deploying quality management systems
Experience in operations
Proven background in insurance services and products an advantage
Working knowledge and proven track record of success with various organisations in operational effectiveness, customer service, and quality
Strong facilitation and influencing skills
Excellent communication (verbal and written) and presentation skills
Excellent team building and interpersonal skills
Strong analytical and problem-solving skills
Drive total quality management system throughout the organization
Benchmarking and designing performance metrics
Vision, creativity, and a passion for the customer experience
Facilitate large scale cross functional improvement events
Attention to detail
Organising and Planning