CX Manager

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

What you will be doing;

The purpose of the role is to understand our customers and how best to serve them, relevant to the market and current market trends, through training and quality management systems and by
implementing best practice methodologies.


Service delivery
• Ensures provision and achievement of all operational training requirements
• Ensures that all statutory training and reporting requirements are met
• Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
• Establishes facilities standards for training delivery and ensures standards are met
• Establishes and implements all relevant policies and procedures for CX delivery
• Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
• Ensure Training Needs Analysis are conducted following the Merchants methodology
• Defines and develop customized programmes based on the needs they have identified
• Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
• Ensures team members’ knowledge of the business product, systems & processes is current and relevant
• Observe Facilitation and review Material to ensure delivery to the required standards
• Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
• Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
• Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified area

Collaboration and Optimization
• Collaborates with stakeholders to determine training requirements and priorities
• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Enhance Customer Success quality management system, informed by best practices and in
collaboration with BPS
• Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
• Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
• Identifies trends and common challenges, collaborate with peers, and makes
recommendations for solutions

Governance, Compliance and Best Practice
• Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service

Escalations
• Ensures disputes and complaints are effectively investigated, managed and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

CX Reporting
• Review and analyze customer experience feedback and performance metrics, such as customer
satisfaction and NPS, identify training and other improvement opportunities and report on insights
and recommendations.
• Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
• Identifies, establishes and conducts reporting and analysis on Business interventions, using
methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
• Track progress made in the implementation of recommended and actions.

• People Management
  • Leadership
  • Leads by example in living the values of the organisation
  • Ensures the department is fully equipped to handle the work load and distribute work flow
  • Coaches to ensure a full understanding of consequences of errors
  • Creates an environment that fosters team work and co-operation amongst team members
  • Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
  • Communicates effectively, building and maintaining relationships
  • Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
  • Attraction & Selection
  • Ensures appropriate staffing and action accordingly
  • Identifies need for creation of position and forward recommendation to direct manager and HR
  • Ensures appointments are in line with EE targets / strategy
  • Selects and places candidates in terms of agreed recruitment and selection process
  • Retention
  • Develops and empowers people, recognizing and rewarding value-added performance
  • Training and Development
  • Continually strives to up-skill and motivate staff through effective leadership, mentoring,
  coaching, performance improvement and the creation and implementation of individual development plans
  • Monitors implementation of training needs as per individual development plans
  • Career Pathing and Succession Planning
  • Identifies, manages and develops talent
  • Performance Management
  • Sets direct reports quantitative and qualitative performance objectives and ensure individual
  performance objectives are in place and reviewed to meet organisational and individual needs
  • Ensures bi-annual performance reviews take place with direct reports, identifies poor performance
  and takes corrective action
  
  
  Knowledge
  
  
• Minimum 4 years CX experience
  
• Experience of Training environment
• Experience of QA environment