Manager Customer Experience Vacancy

The Authority was established in terms of the Financial Services Regulatory Authority Act, 2010 as an independent body corporate with the principal objectives to foster through regulation and prudential supervision. We are inviting qualified and experienced candidates to apply for the Customer Experience Position at the Financial Services Regulatory Authority (FSRA).

Reporting directly to the General Manager of Corporate Services in the Corporate Services Department, the purpose of the job is to manage the reputation, brand and integrated internal-external communications strategies and plans to increase positive visibility, build strong relationships with clients and improve overall access to FSRA services.

This role collaborates and influences cross-functionality to formulate consumer education objectives and initiatives based on real-time client feedback as well as provide timely strategic communications and engagement guidance and counsel to all levels in the organisation.

Responsibilities 

• Manages the development and implementation of an effective organisation-wide Customer Experience strategy to deliver on stakeholder needs and interests.
• Manages the development and effective execution of the FSRA Stakeholder Management and Engagement Plan.
• Lead in the development of internal and external FSRA communications.
• Monitors and measures the effectiveness of the organisation’s internal and external communication and engagement strategies.
• Monitors the timely development and continuous improvement of FSRA customer journey processes by all departments for the overall enhancement of the FSRA CEX Matrix. 
• Oversee the establishment, monitoring and tracking of a robust complaint-handling process.
• Develop listening points and customer interaction platforms in the customer journey, define customer base segmentation and varying strategies, and identify opportunities for continuous improvement.
• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.
• Guide teams and departments in effective client issues resolution or complaints handling and handle any escalations.
• Develop and implement brand visibility, affinity and complaints-handling initiatives to create a positive customer experience.
• Develop and manage the FSRA complaints handling process and ensure the timely tracking and resolution of complaints.
• Oversee the development and implementation of the FSRA Corporate Social Responsibility Programme.
• Responsible for events management engagement forums.
• Ensure that CEX surveys are timely manner and follow through on CEX achievements are undertaken by all departments.
• Develop, implement, monitor and evaluate the effectiveness of the FSRA stakeholder engagement plan.
• Responsible for continuous tracking and improvement of the FSRA CEX matrix.
• Responsible for Corporate Communication Stakeholder risk management and business continuity plans.
• Responsible for developing Business Process (BP) and Service Level Agreement (SLA);
• Manage the development and control of the CEX budget.

Required Qualifications and Key Competencies

• A Post Graduate Qualification in Communications, Marketing, Business Management or relevant field.
• A Management or Leadership Development Program from a reputable business school will be an advantage.
• At least 5 years managerial experience in corporate communications, and stakeholder management coupled with digital marketing experience.
• Must have exceptional content creation, strategic branding and graphic design skills.
• Excellent communication (verbal and written) 
• Must have a customer-focused and courteous helpful approach.
• Strong efficiency and punctuality.
• Organisational, prioritizing and multitasking skills.
• High ethical conduct standards, respect, honesty, integrity and confidentiality.