Assistant Manager – Group Client Experience

Summary

Assist in enhancing the overall client experience across all entities and affiliates of the Sagicor Group Jamaica Limited. Provide effective and efficient support through the development of business processes, continuous assessment and driving strategic improvements aimed at fostering exceptional client relations. Define, drive and deliver superior service and experience through all client touch points.

Responsibilities

• • Champion and enhance client experience levels groupwide.
• • Benchmark Insurance, Banking, Investments and other service standard levels with known industry standards with a view to having best practices and next practices implemented.
• • Assist in the development and implementation of programmes to improve client service level metrics to reduce service gaps.
• • Provide oversight and assist in the leadership and monitoring of the Client Experience Team.
• • Assist with the maintenance, management and review of all feedback channels.
• • Conduct, measure, manage and analyze client surveys.
• • Manage the Client Complaint Handling process.
• • Sit on relevant cross-functional committees and working groups to develop business initiatives and manage the implementation of the company’s business plan in all areas of operational excellence and client experience delivery.
• • Perform other job-related duties assigned from time to time.

Required Skills

• • FLMI and ACS designation would be an asset.

Qualifications

• • Bachelor's degree in Business, Management Science or related field from a recognized tertiary institution.
• • Post Graduate Studies certification in Customer Experience Strategy or Business Management would be an asset.
• • Training in client experience, leadership and conducting training sessions.

• A minimum of Three (3) years’ overall working experience with at least two (2) years' experience at the Supervisory level within the financial services industry and in one or more of the following fields:

  • • Customer Experience Design
  • • Survey Evaluation
  • • Project management
  • • Service Blueprinting
  • • Customer Journey Mapping or a related area.
• • Sound knowledge of Life Insurance, Banking and Investments products and processes.
• • Sound knowledge of excellent client experience techniques.
• • Excellent written and oral communication, listening, influencing and negotiation skills.
• • Exceptional planning and organizational skills with a highly disciplined and methodical approach to work.
• • Strategic thinker with the capability of simplifying and communicating complex concepts and situations.
• • Excellent leadership and coaching abilities.
• • Ability to work with multiple priorities and under pressure, understand and stay current with relevant best practices, new processes or products that can affect the way the job is done to ensure service excellence.
• • Experience working with budgets and financial controls.
• • Working knowledge of project and change management.
• • Excellent computer software skills including proficiency in Microsoft Excel and Word.

Additional Information and Instructions

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