Responsibilities
Ensuring brand building activities are carried out through extensive member education using media, road shows and sponsorships;
Establishing customer segmentation system and ensuring its proper implementation; and
Participating in business process re-engineering projects to review work processes, assess turnaround time and resource requirement in order to identify and eliminate redundancy of processes and resources.
Overseeing Customer Service initiatives to ensure customer satisfaction;
Overseeing documentation of Customer journey maps ensuring alignment with process maps;
Managing improvements identified through customer journey mapping processes through to implementation;
Ensuring Development and implementation of Customer Service Charter;
Designing and implementing customer engagement/feedback and resolution mechanisms;
Ensuring Development and implementation of service measurement tools aimed at the operational improvement of customer service delivery at all touch points;
Ensuring that public opinion survey is gathered on a regular basis on the service of the Fund and use the feedback for service improvement;
Defining and understanding customer experience dimensions in order for the Fund to have long-term success by setting/revising appropriate standards in a continuous manner;
Education Requirements
Bachelor's Degree in any of the following disciplines: Social Sciences, Business Administration, Marketing or related field from a recognized Institution;
Master's Degree in any of the following disciplines: Social Sciences, Business Administration, Marketing or related field from a recognized Institution;
Knowledge Requirements
Served for a cumulative service period of twelve (12) years, three (3) of which must be at the grade of Principal Benefits Administration Officer, PSSF 5 or a comparable position;
Leadership Course Certificate lasting not less than four (4) weeks from a recognized institution;
Practicing license where applicable;
Membership to a professional body and in good standing;
Proficiency in computer applications;
Fulfilled requirements of Chapter 6 of the Constitution; and
Shown merit and ability as reflected in work performance and results
Experience Qualifications
Served for a cumulative service period of twelve (12) years, three (3) of which must be at the grade of Principal Benefits Administration Officer, PSSF 5 or a comparable position;