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continuous improvement manager

  • Develop and implement a continuous improvement strategic plan
  • Analyzing customer interactions at all touch points to identify business gaps and put action plans in place to close these
  • Relationship management with teams throughout the Africa business
  • Create and provide insightful customer feedback from all touch points
  • Drive initiatives to preempt customer queries, ensure first call resolution, reduce query escalations from first line and quick resolution of queries across the support levels
  • Customer Care Dashboard Monitoring and Response
  • Promote innovation, efficiency and customer focus in service delivery

continuous improvement manager

  • Implement new process
  • Obtained Green Belt six sigma
  • Kan ban Initiatives 
  • Setting SLA’s for complaints & query resolution in accordance with benchmarked standards 
  • Continuously review set SLA’s for back office against actual resolution times and modify accordingly for continuous improvement 
  • Continuously review customer service processes at all touchpoints and ensure that these are focused on customer needs 
  • Coordinate and Analyse customer feedback at all t ouchpoints and ensure continuous improvement on results