Head, Service Management at Leadway Assurance Company Limited

Leadway Assurance Company, also known as Leadway, is a Nigerian insurance corporation headquartered in Lagos, Nigeria. It is one of Nigeria's largest insurance companies.[3] Leadway provides commercial and personal property and casualty insurance, travel insurance and life insurance. The company’s financial capacity grew over time, and can now underwrite risks of very high magnitude as regards heavy industries, such as Oil and Gas and big manufacturing concerns. It also offers subsidiary financial services like Bond, Secured Credit, Miscellaneous financial losses and Fund/Portfolio management.

We are recruiting to fill the position below:

Job Title: Head, Service Management

Job ID: 2200006S
Location: Lagos 
Job Type: Full-time
Reports to: Chief People Experience Officer
Department: Customer Experience
Grade: Associate Director
Employee Status: Team Leader
Travel: Yes, 10 % of the Time

Job Purpose Statement

• The role focuses on identifying, Understanding and mastering the customer experience (The complete end to end experience customers face from their perspective) with an aim to retention and increasing net promoter score.  
• The role works to articulate, supervise and oversee the customer service of the organization’s and ensures it aligns with the overall business strateg. 

Specifically the role focuses on the following objectives:

• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end -to-end customer experience across stages, channels and touchpoints in the customer journey
• Enabling a  two -way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer -centric attitude while acquiring new customers or dealing with existing customers.
• Build and manage a team of business analysts and customer experience specialists with deep domai n expertise in customer experience journeys
• Encourage problem -solving, strategic thinking and customer -orientation amongst the team Liaise with directors or heads of other teams such as sales, marketing, customer support, branding, finance, IT and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and ad ditional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
• This is a senior role, that will drive prompt service delivery which will ensure great customer experiences and operational .
• The role holder will be a strategic partner to the business responsible for driving customer retention and net promoters score.

Key Accountabilities (Duties and Responsibilities)

Job Dimensions Reporting Relationships
Direct Reports: 

• Team Lead s, customer service for all subsidiaries

Indirect Reports:

• Call Centre agents
• Customer Service agents
• Telemarketers

Stakeholder Management:
Internal:

• Management team
• Various functional heads within the business division
• Employees across all cadres
• Branch business
• Associate companies

External:

• Customer

Decision Making Authority  /Mandates/Constraints:

• The role holder has significant influence over the development of excellent customer service
• The role holder is the accountable executive responsible for managing customer service touch points

Work cycle and impact:
This role has various work cycle and impact grouping:

• Daily engagements : This drives tactical execution of the team to meet daily tasks and objectives
• Performance review:
• Project management: This involves planning , initiating or leading projects that will provide the next phase of growth for the business in this regard

Ideal Job Specification
Academic Qualification:

• Bachelor's Degree or equivalent from a recognized University

Desired work experience:

• 10+ years’ work-experience, 5 of which must be in a customer service role
• Not less than 3 years in senior management role.
• Good Communication Skills (oral and written).
• Good Interpersonal Skills.
• Strong Personality / Firm and Assertive.
• Capacity to manage and absorb pressure.
• Entrepreneurship/Taking Ownership.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online