Digital Engagement Manager at Momentum

Momentum has an opportunity for a Digital Engagement Manager based in Centurion, Pretoria.

Reference Number: MMH240606-9

Location – Town / City: Centurion, Pretoria

Closing Date: 17 June, 2024

Role Purpose

• The purpose of the Digital Engagement Manager is to contribute to the development of a Service Strategy, in alignment with the Client Value Proposition. The Digital Engagement manager will also develop and manage the operational plan to achieve client satisfaction and business objectives.
• The Digital Engagement manager will focus on Digital Transformation by Contributing to the digital transformation journey by enabling the engagement strategy with digital solutions and implementing the change strategy to obtain adoption and usage with a human touch — that is, creating real connections by making technology feel more human (empathy).

Requirements

Qualifications

• Grade 12 or equivalent (essential)• Relevant business degree (essential)
• Relevant Honours degree (preferred)

Experience

• 5-7 years experience within a contact center environment (essential)
• 3 years experience in a managerial role within a contact center (essential)
• Digital transformation experience in a contact center (preferred)
• Change management experience (preferred)

Duties & Responsibilities

1. Enabling a leadership culture, by coaching and leading a team of leaders that is aligned to the purpose and vision of the business.
2. Collaborate with internal stakeholders and manage interdependencies across functional areas to achieve efficient service and engagement objectives.
3. Develop short-, medium- and long-term operating plans to effectively manage client experience and lifecycle from on-boarding to termination.
4. Partner with internal and external stakeholders to keep abreast of industry trends and competitive landscape, incorporating trends into competitive advantage strategies.
5. Regularly monitor progress of implementation plans, operating practices and processes in anticipation of future business requirements and anticipated / actual regulatory changes to ensure improvements to client experience while maintaining regulatory compliance.
6. Ensure new processes are repeatable, sustainable, cost-effective, well risk managed, focused on client experience, and aligned with future direction.
7. Regularly monitor and measure service delivery to ensure the client experience is in line with the CVP.
8. Manage the development and implementation of quality management processes which ensure service delivery is line with client expectations and requirements.
9. Drive business improvement and innovation projects to improve operational efficiencies and embed continuous improvement.
10. Ensure timeous communication on progress and challenges in achieving goals and operational plans to all relevant stakeholders.
11. Demonstrate understanding of cultural barriers to success and proactively establish strategies that create a culture where employees feel valued, cared for and where their voices are included.
12. Drive the adoption and usage of process optimization and digital solutions by anticipating and minimize resistant behaviors, mitigate people risk, and barriers to success.
13. Utilise data reporting and business intelligence as input into strategic plans to improve business outcomes, processes, workforce planning, remuneration modelling and optimize efficiency and customer satisfaction.
14. Ensure standard operating procedures are maintained to maintain quality and consistency in servicedelivery and client experience.
15. Leading team way of work that facilitates a continuous improvement culture by providing upskillingopportunities that are aligned to enhancing the client experience.
16. Keep abreast with industry trends and actively contribute to the strategic objectives of the business.
17. Sponsor change initiatives by proactively communicating key messages to ensure smooth flow ofcommunication and ensuring that employees are well informed.
18. Consistently upholding ethics, cultural aspirations, and values in line with MMH policies and procedures.

Skills required to fulfill the role

• Strategy formulation
• Digital transformation
• Business Acumen
• Empathy
• Communication
• Operational management

Competencies

Strategy development: Contribute to Service strategy and Client Value Proposition

Operational management: Design and embed operational plans aligned to the strategy

Culture Driver: Enable an environment where employees feel they belong (culture levers, values, way of work, etc.).

People practice drive: Talent Management, performance management, career development (with input from Team lead)

Goal setting: Responsible for determining the goals that members will work toward.

Digital Transformation: Contribute to the digital transformation journey by enabling the engagement strategy with digital solution and implement the Change strategy to obtain adoption and usage with a human touch — that is, creating real connections by making technology feel more human (empathy)

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