Head Customer Services

Main Duties: Carries out a SWOT Analysis regarding customer service Analyses membership trends and forecasts targets and scenarios based on historical and current movement of members Identifies the gaps in membership administration, customer service, front office management, contact centre operations and branch operations Identifies resources (human, financial, equipment) required to achieve customer services objectives for the year Develops the Annual Operating Plan for Customer Services to ensure member satisfaction and retention at optimum level. Develops the Annual Operating plan into quarterly, monthly and weekly plans and communicates these with the team Identifies and recommends the business strategies needed for customer retention and organic growth Collates and analyses key financial input data from Team Leads and requirements from Finance Department Develops customer services financial performance targets relevant to the business and assists the business in achieving these targets Oversees Account administration, reconciliation process and addresses escalated queries. Oversees client engagements on account administration issues and queries to ensure effective resolution of issues. Overviews, updates and maintains the relevant organisation structures. Qualification: First degree in Business Management, Marketing Management or equivalent. Post Graduate qualifications in Customer Services or equivalent At least 6 years Customer service/marketing/ business administration experience