Team Lead, Customer Service at Sanlam Nigeria

Sanlam Nigeria, a member of the Sanlam Group in South Africa, is a leading financial services institution in Nigeria, having successfully transformed the Nigeria Insurance space and distinguishing itself by delivering exceptional services.

We are recruiting to fill the position of:

Job Title: Team Lead, Customer Service

Location: Nigeria
Department/Division: Operations
Job Type: Permanent/Full-time
Unit: Customer Service
Job Grade: Assistant Manager - Manager
Accountable to: Chief Operations Officer
Accountable for: Customer Service Unit

Purpose of Job

• Enhance service delivery and customer satisfaction
• Drive Service Excellence
• Collaborate with Cross-functional Teams to Foster Customer Loyalty and Retention.

Job Duties and Responsibilities

• Provide leadership to the customer service team and ensure they are equipped with the necessary skills and knowledge to deliver exceptional service.
• Provide clear direction, set performance expectations, foster a positive work environment, and support the professional growth and development of team members
• Provide management reports, identify trends, and provide recommendations for improvement.
• Assess customer feedback and identify areas for improvement to make informed decisions and drive positive change.
• Optimize Operational efficiency within the customer service unit by identifying opportunities for automation and leveraging technology and self-service options to enhance productivity.
• Maintain regular communication with customers through newsletters and various communication channels to provide updates, gather feedback, and enhance customer engagement.
• Foster effective communication among teams to ensure seamless customer experiences, address inquiries or issues promptly, and contribute to the overall success of the organization.
• Ensure all relevant communication, records, and data are accurately updated and maintained to provide a comprehensive view of customer interactions and support decision-making.
• Coordinate customer service units/teams, measure customer satisfaction and handle complex customer enquiries
• Provide support for projects and process automation initiatives within the unit to improve efficiency and customer experience.
• Ensure all customer engagements are managed in line with defined TAT's and analyze recurring breaches of TAT's to implement remediating solutions.
• Determine content for customer communications in line with topics that are frequently encountered in customer interactions.
• Ownership of the CRM system, including implementation and continuous improvement of the CRM system.

Job Requirements and Competency Specification
Academic Qualification & Work Experience

• First Degree in Business Administration or any related field
• 7-10 years relevant experience required
• Prior experience in Financial Services/Telco will be an added advantage
• Master's degree and/or Customer Service related certification required
• Member of Chartered Insurance Institute of Nigeria (CIIN) - desirable and added advantage

Required Competencies(KSA)
Technical Competencies/Skills:

• Customer Relationship Management
• Process Improvement
• Problem solving
• People management skills
• Reasoning skills
• Analytical Skills
• Good planning and organizing skills
• Good communication and report writing skills.

Behavioral Competencies:

• Interpersonal skills Analytical skills
• Initiative and innovation
• Relationship Management skills
• Integrity

Leadership Objectives:

• Demonstrates ability to lead, manage and motivate a team to achieve set goals and objectives
• Demonstrates team spirit and the ability to work with others
• Demonstrates initiative and enthusiasm
• Good leadership and people management skills

Application Closing Date
Not Specified.