9 Satisfaction Client jobs in South Africa

A vacancy exists in the Security Services Department for a Client Experience Manager reporting to the Security Services Executive.

Purpose of Position: Manage the service delivery to customers in a seamless manner to meet and exceed customer expectation in an efficient and cost-effective manner, achieving SLA targets and meet contractual obligations. Oversee projects and standards to ensure a uniformed and optimized customer environment.

Main Responsibilities:

• Take accountability for overall service delivery and customer experience.
• Build strong customer relationships and with all delivery organizations, internal and external.
• Accountable to manage service delivery organizations and their contractual obligations. Address without delay, performance issues when they arise.
• Take accountability for the financial wellbeing of the account.
• Develop and implement strategies to ensure customer relationship and end-to-end services delivered is of high standard and foster positive customer experience.
• Define operational processes in line with developed strategies to support meeting a positive customer experience outcome. Ensure such operations aligns to OneX process and procedures.
• Continuously review training requirements and facilitate further training identified for allocated staff to ensure they remain current in expertise required to fulfil their required duties.
• Manage and oversee standards of customer solutions and the professional implementation thereof. Where required manage projects to ensure successful implementation and customer satisfaction is achieved. Always perform a program manager role when projects are to be implemented in the customers environment and set the required format and standards in collaboration with the technical teams.
• Continuously review and assess operational trends in the customer environment, identify areas needing improvement and in collaboration with the appropriate technical teams launch an applicable CSI (Customer Service Improvement) project.
• Manage and compile the required reporting requirements, SLA and other report delivery obligations as required and directed.
• Take ownership of performance issues and actively manage these to successful resolution leveraging the support from support organizations.
• Apply appropriate account governance, ensure meeting minutes are produced.
• Ensure escalations and high impact issues are promptly dealt with.

Required Capabilities:

• Self-motivator able to operate without supervision and not wait for others to set priorities and direction.
• Exceptional customer facing skills and ability to interact.
• In-depth service delivery knowledge, escalation procedures, incident and problem management, change management, etc.
• Excellence: Consistently maintains high level of activity and productivity; sustains long working hours when necessary; shows vigor, effectiveness, and determination over extended periods of time.
• Results orientated. Demonstrate vigor to manage and guide any matters or projects to successful conclusion.
• Excellent verbal and written communications skills.
• Strong writing skills, writing reports and processes.
• Solid problem-solving skills and a proactive attitude.
• Demonstrate leadership and accountability. Take charge of situations, set direction and ensure clear objectives are set.

Required Experience:

• At least five (5) years active experience managing operations and service delivery in customers environment of complex multidiscipline nature.
• At least two (2) years program management experience implementing complex multi-disciplined projects.
• Project manager exposure or having managed projects.
• At least two (2) years’ experience leading multicultural teams in a service delivery environment.
• Understanding and exposure to service management tools as well as monitoring tools.
• Proficient in MS Office suite with Power BI an added advantage.

Educational Qualifications:

• Matric
• Post matric technical certification.
• ITIL Foundation
• Post Graduate Degree/Diploma in Electronics / Communications sector.
• Leadership Training
• Proficient in Service Management Tools

If you are interested in this vacancy, please apply via the job ad post, by no later than the 22nd of April 2024.

Applicants will be required to participate in a comprehensive assessment process and must be deemed competent.

Work sample and / or psychometrics tests will be undertaken as part of the selection process.

Applicants who have not been contacted within three months from the closing date should consider themselves unsuccessful.

Preference will be given to candidates from the designated groups.

Cape Town, South Africa | Posted on 07/15/2025

The Client Experience Administrator will process ourindividual and corporate client registrations. They will be responsible foridentifying the client’s requirements and supporting first-time clientsthroughout the sign-up process as well as assisting existing clients with newfunctionalities, including handling different client queries. They will berequired to conduct transactional and ongoing due diligence on all clients. Asuccessful candidate will have a keen mind for compliance and administration.This includes working in accordance with the FICA Act to mitigate risk of moneylaundering and terrorist financing. They will have excellent interpersonalskills and impeccable written and oral communication ability.

Responsibilities and Duties

· KYC “Know Your Customer”–FICA, risk rating, PEPs & due diligence

· Opening of accounts withbanking partners

· Compliance checks andcreation of documents sent to clients

· Process flow management onthe CRM system

· Conversion ofregistrations and new FTCCs

· Management of bank auditsand remediation

· Liaising with banks AMLdepartment and reporting of any unusual or suspicioustransactions

· Taking of incoming callsfor new client queries

· Filing and otheradministrator task as and when they are required

· Liaise with relevantbanking partners’ Exchange Control Departments for all SouthAfricanReserve Bank related queries

· Principlesand ethics: Adhering to good practice and ethical principles and values.

· Goodwork ethic with a willingness to go the extra mile and work as a teamplayer.

· Mustbe motivated, energetic and committed to the role.

· Meticulous:Impeccably accurate with a keen eye for detail.

· Servicedelivery: Delivering results and exceeding customer expectations.

· Excellentinterpersonal skills and the ability to work effortlessly withclients andthe team. Displays gravitas & emotional maturity.

· Adaptability:Modifies approach in the face of new demands. Supports changeinitiatives,adjusting their actions appropriately when presented withadditionalinformation. Rises to new challenges.

· Efficiency:Organised with excellent diary and time management skills. Makestimelydecisions and accepts accountability for own actions, working wellunder pressure.

· Committedto targets and deadlines and able to multitask efficiently.

· Presentable:Neat, tidy, presentable and professional in appearance and manner.

· Communication:Excellent written and oral communication ability. Impeccabletelephoneetiquette. Able to handle difficult client queries politely and effectively.

Qualifications & Experience

Qualifications: Matric. Relevant tertiary degree /diploma advantageous.

Business Segment: Personal & Private Banking

Location: ZA, Free State, Bloemfontein, 173 Nelson Mandela Drive

To implement and drive adoption of the client experience minimum standards, frameworks, and rules across CHNW SA value chain (e.g., Client Solutions, Digital, OSS, Fraud, Risk etc.) whilst continuing to transition to a platform business. To implement measures that will pro-actively identify, execute, prioritise and measure a consistent approach to client experience.

• Degree in Banking or similar

• Client Coverage
• Personal and Private Banking
• 5-7 years experience in managing a complex service environment.
• Experience in all facets of the banking service environment and its associated products, processes and systems.
• Knowledge of dealing with client relevant legislation and how it is implemented in a banking environment.
• Data analysis, problem identification and reporting

• Must be flexible and willing to travel

• Articulating Information
• Developing Strategies
• Directing People
• Examining Information
• Providing Insights
• Compliance
• Customer Reception and Channelling
• Product Knowledge (Business Banking)
• Product Knowledge (Consumer Banking)
• Risk Awareness, Identification and Reporting

Business Segment: Personal & Private Banking

Location: ZA, Free State, Bloemfontein, 173 Nelson Mandela Drive

To implement and drive adoption of the client experience minimum standards, frameworks, and rules across CHNW SA value chain (e.g., Client Solutions, Digital, OSS, Fraud, Risk etc.) whilst continuing to transition to a platform business. To implement measures that will pro-actively identify, execute, prioritise and measure a consistent approach to client experience.

• Degree in Banking or similar

• Client Coverage
• Personal and Private Banking
• 5-7 years experience in managing a complex service environment.
• Experience in all facets of the banking service environment and its associated products, processes and systems.
• Knowledge of dealing with client relevant legislation and how it is implemented in a banking environment.
• Data analysis, problem identification and reporting

• Must be flexible and willing to travel

• Articulating Information
• Developing Strategies
• Directing People
• Examining Information
• Providing Insights
• Compliance
• Customer Reception and Channelling
• Product Knowledge (Business Banking)
• Product Knowledge (Consumer Banking)
• Risk Awareness, Identification and Reporting

Take responsibility for oversight of CRM systems, analysis of customer data for insights and trends, and design of cross-functional initiatives to personalise marketing, sales, and customer service. Your experience across segmentation, targeted campaigns, and effective use of communication channels is required.

A proven track record in CRM systems and analysis with CX and CVM capabilities and a strategic mindset and innovative problem solving skills are key for this role. Experience in the Financial Services sector essential.

Head, People & Culture, Client Experience and Risk Execution, PPBSA

Job Overview

Business Segment: Personal & Private Banking

Location: ZA, GP, Johannesburg, Baker Street 30

To lead the People & Culture, Client Experience and Risk Execution portfolio for Personal & Private Banking, using specialist knowledge, collaborating with senior stakeholders; advising on crafting & execution of bespoke & pragmatic people solutions. To formulate a way forward for fit for purpose, advances the business agenda & people experience within a transforming organisation. To lead the change agenda, managing various stakeholders, ensuring visibility of the Business Partnering team in resolving highly complex problems.

Qualifications

Minimum qualifications:
Degree in Human Resources Management / Behavioural Science / Social Science.

Experience required:
More than 10 years experience in People & Culture, with at least 5 years managing and leading a team.
Experience focusing on partnering with business managers, taking a commercial approach, using data & insights.
Experience within a multinational company working with and influencing senior management teams on People & Culture matters in a complex environment.
Demonstrated knowledge & understanding of the role People & Culture management plays in enabling business commercial & social relevance, whilst remaining relevant to the people within the business.
Track record of successfully implementing integrated, effective People & Culture solutions in support of business specific objectives & driving for a sustainable performance in the businesses.

Head, Execution Market Conduct, Client Experience and Market Conduct, PPB SA

Job Overview

Business Segment: Personal & Private Banking

To ensure the implementation and execution of market conduct regulations (e.g., FAIS across PPB) in line with client experience and market share growth objectives. To ensure the provision of a pro-active first line of defence conduct risk function that drives effective execution against conduct regulations.

Qualifications

Degree in Business, Risk Management, or equivalent.

Experience

8-10 years experience in implementing, overseeing, and executing against conduct regulations in which PPB SA operates. Experience in execution of proactive first line monitoring. Specialist in FAIS matters.

We are looking for a friendly and customer service-oriented client relationship manager to foster positive relationships with clients by receiving and analyzing feedback to make our services more enjoyable. The client relationship manager will have an office automation background and will also be responsible for handling complaints and ensuring that these complaints are directed to the appropriate department to implement change.

1. Collect client feedback about their experience.
2. Develop relationships with clients and key personnel.
3. Elevate complaints and feedback to the relevant departments.
4. Meet with clients to establish their needs.

1. Prior experience with customer service.
2. Excellent interpersonal skills.
3. Ability to network and build relationships.
4. A degree in Business Management or a related field.