About KGA Life:

We are an unconventional funeral insurance company with a unique approach to how we do things. We pride ourselves on creating superior customer value through our innovative, energetic and creative team of people. Our business has been built on forging strategic partnerships that allows us to punch above our weight class in the market. And in our 35 years of existence, we have had a few world titles to brag about.

What will you do here?

This role will be tasked with heading up the KGA digital Client Services Centre, our client servicing team and digital-based client relationship platform, which serves to provide unrivalled client experience to delight each client every time. The incumbent will develop and implement a client satisfaction and retention strategy and provide support to the management team in matters relating to the implementation of strategy, new business opportunities, client communication and relationship management with internal and external stakeholders.

The main purpose of this role is to lead the end to end service of our clients by driving a highly engaged and motivated team of service oriented and technology savvy individuals who are passionate about pushing themselves to continuously provide high levels of client satisfaction, from solving lasting client problems, building a long-term competitive advantage, retaining loyal clients, creating a strategy to increase profitability and providing a comprehensive client perspective for executive decisions to increase the lifetime value and profitability of our clients. To achieve this, the incumbent must establish a client orientated culture within KGA.

The role entails critically looking at all operational processes and business units to improve and optimise value chain processes by identifying key opportunities and gaps in the core business processes and to be an advocate for future operational and technology-based improvements by partnering with and challenging the business and leadership in system thinking and new ideas.

You will help drive the operational excellence capability by defining and executing needle-moving improvement initiatives. This will entail delivering significant improvement in process productivity, cost-to-serve, control/risk and ensure initiatives deliver intended results with respect to client experience.

This position entails managing policy administration, claims and client service functions for the company using the digital Client Services Centre as a platform for superior service delivery.

Measurement of performance will include cost and service deliverables as well as effective leadership capability and resource succession planning. The role also involves a significant component of project management that will be key in delivering cost and service improvement initiatives.

You are perfect for the role if:

You enjoy working autonomously in a dynamic and changing environment and have an aptitude and passion for client service and driving the performance of highly motivated personnel to continuously achieve better results.

You are a confident, tech savvy, and relatable person who has a proven track record of improving processes.

Reasons not to join our team:

• If you dont love servicing people.
• If you dont want to work on the most challenging projects.
• If you dont like working in an unstructured environment.
• If you dont want to do whatever it takes to get it done (sometimes that might require you to hold meetings in a ballpit).
• If you dont act with integrity in everything that you do.

Key responsibilities of the role:

• Direct and oversee KGAs client service operations, with client interactions spanning across multiple channels, including telephone, email and chat.
• Lead the client service delivery function to deliver best in class client service with every client touchpoint to ensure contact with the client across client experience & technical support.
• Evolve the client service experience to create engaged clients that facilitate organic growth.
• Develop and deploy client care strategies and operational plans focused on the achievement of the objectives of KGA.
• Create, lead and maintain unique client satisfaction development plans and manage the execution thereof.
• Facilitate client initiatives and ensure client insights are actioned through continuous improvement efforts as well as guide new product development or enhancements.
• Analyse the current client lifecycle and touchpoint interactions and map client processes at all client touchpoints.
• Develop and stimulate process changes across all the client touchpoints in the various business units.
• Ensure that quality audits are carried out on client touchpoints including info centres, branches, contact centre and support teams.
• Ensure that primary and secondary market research is conducted to be able to draw valuable and accurate insights.
• Implement and monitor the improvement of client service metrics, e.g. the NPS (Net Promoter Score), CSAT (Client Satisfaction).
• Present creative initiatives for brand awareness and monitor competitor trends and performance.
• Establish service levels and requirements and performance metrics.
• Maintain a high retention rate, develop long term relationships with retained clients, and be the senior point of contact for day-to-day management of assigned clients.
• Synthesise current client service and product offerings to develop a holistic and effective client engagement model which align to the expected client journey.
• Ensure correct segmentation of the client database.
• Ensure that insights are gained from the client database that can influence marketing campaigns to improve the client experience, drive retention and loyalty.
• Drive the client digital journey transformation.
• Establish best practices for CRM-driven interaction between clients and internal teams.
• Recommend and positively influence, direct and implement changes to optimise organisational processes, systems, policies and procedures.
• Engage with stakeholders to identify changing client needs and make recommendations to align offerings with client needs.
• Embed a client service excellence culture which builds enduring relationships and allows the team to provide exceptional client service.
• Design and implement various lean and continuous improvement tools to ensure improvement actions are directly linked to the strategic and tactical objectives, emphasising efficiency and effectiveness of business processes, and enabling breakthrough process changes and improvements.
• Identify opportunities for improvement, measuring and analysing current business processes, and redesigning processes to meet the needs of a growing business.
• Solicit voice of the client feedback and benchmark external best practices to identify opportunities for improvement.
• Implement continuous improvement programs to align the business on critical performance indicators while simultaneously assisting in driving breakthrough objectives.
• Monitor and analyse metrics to identify trends or opportunities where cost savings/cost avoidance or quality improvements can be realised.

Qualifications and experience required

• Tertiary qualification required.
• Lean Six Sigma trained.
• Five years relevant experience.
• Experience applying process improvement tools and methodologies to drive business results.
• Proven ability to work with stakeholders at all levels of the organisation to establish a vision for change and develop buy-in.
• Solid analytical skills and the ability to create business rationale for actions.
• Proven track record in significantly improving client value through service.
• Knowledge of client support and contact centre operations.
• Solid understanding of client retention, after-sales service and client lifetime value.

Applications and enquiries

Should you meet all of the above-mentioned requirements please forward your CV to recruitment@kga.co.za.

Subject: Head of Customer Support

Only candidates with the required qualifications and experience will be contacted. If you do not receive a reply within 4 weeks of your application, please consider your application to have been unsuccessful.