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;