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Specialist: Client Experience Management
Synopsis
The IDC client experience management team focuses on the overall client experience by performing client surveys, analyzing client feedback, and operational data to identify client pain points, identifying and designing opportunities to improve the client journey and create an enhanced client experience. The team does this in collaboration with cross-functional teams including Strategic Business Units, Client Support and Growth, Strategy and Innovation and Corporate Affairs divisions, to align client experience efforts with business goals and objectives.
Job Description
The purpose of the Client Experience Management Specialist is to ensure that clients have a seamless experience throughout their journey with the IDC. The role is focused on enhancing employee engagement and consistency in delivery through implementing new ways of work, identifying, and implementing process improvement and opportunities to continuously drive enhancement of the overall client experience within IDC. The role is critical in enhancing client satisfaction, improving business efficiency and delivering enhanced business success.
Qualification and Experience
Qualifications:
Minimum qualification: relevant commercial or technical Degree or equivalent qualification.
Experience:
5-8 years relevant experience
Experience working in project execution environment with tight deadlines.
Can independently structure, analyse and synthesise data and findings with minimum coaching
Knowledge of process mapping, client journey mapping and process governance
Roles and Responsibilities
Analyzing client feedback, surveys, complaints, and operational data to identify client pain points, investigate root causes, collaborate in designing solutions and identify opportunities to enhance the client journey and create a consistent experience.
Recommending strategies to improve client interactions across multiple touch points and channels based on insights gained from analysis.
Collaborating with cross-functional teams, including Operations, Client Support and Growth, Corporate Affairs and Innovation and Continuous Improvement to align client experience efforts with business goals and objectives.
Map process to identify waste and optimization opportunities to optimize client experience
Identify business metrics that can assist with deeper optimized insight into business processes and controls
Apply a problem-solving mindset and coach team managers to improve results, identify root causes and identify solutions for implementation.
Tailoring the client experience to individual preferences and needs by leveraging data and technology through customized process, product recommendations and communications, based on client behaviours and history.
Proactive communication: Engaging with clients and teams proactively, providing timely and relevant information, and addressing their concerns or inquiries promptly.
Job Requirements
Competencies:
Ability to work in a team environment and independently manage own workload.
Change management skill
Strong oral and written communication skills
Effective listening
Decision-making and consensus building
Creative problem-solving
Project management
Time management
Data analysis and presentation
Able to move from ideas to action – implement improvement ideas
Able to tailor communication to the audience and builds consensus through fact-based discussions
Strong proficiency in Microsoft PowerPoint, Excel and Word
Sustainability & Impact Analyst
Synopsis
The IDC’s ESRG and Sustainability Impact Programme is now at its implementation phase after a 24-month period of setting up policies, strategy, procedures and supporting positions. As such, this programme is requiring skills and resources to accelerate its implementation and integration across the Corporation for both compliance and thought leadership purposes.
Currently, the IDC Sustainability Programme is being led by a Principal Specialist (at M1 level) in the Office of the Chief Operation Officer. In terms of implementation, delivery and integration, the Principal Specialist collaborates and further provides specialist organisational direction and thought leadership with on the programme with the following Heads:
a)Head: Technical Services
b)Head: Corporate Strategy and Innovation
c)Head: Portfolio Insights and Client Support Services
d)Head: Risk Governance and Portfolio Management
e)Head: Corporate Treasury
f)Head: Financial Management
g)Head: Industry Planning
As such, additional resources are required to support the implementation, delivery and integration of the overall programme internally. MAIN DUTIES
Job Description
Internal / Operational Processes
Delivery of the IDC’s greenhouse gas (GHG) emissions baseline and accounting for Financed emissions Data Science support for the ESRG and Sustainability Impact programme i.e., analysis of existing data sets, data gap assessments and analytics as required for the IDC impact measurement tools and framework i.e., Development Score Card, Balance Score Card and Sustainable Finance Bond Framework etc.
Development of data systems and provide data analytics for the IDC ESRG and sustainability impact disclosures, target setting and reporting systems.
Provide support for the coordination of the organisational Sustainability Plan of Action
Learning, Leadership & People Growth
Participate in knowledge sharing in the team and cross functional knowledge sharing.
Coaching and mentoring of team members with a special focus on Data Science requirements.
Support the Principal Specialist with the overall coordination of the programme and delivery
Support relevant Heads on data assessments, cleaning of data, system requirements, data analytics, forecasting and modelling
Qualification and Experience
QUALIFICATIONS (Formal qualifications)
Skills required: in data analytics/data science/actuarial sciences
Degree in Data Analytics or Science or Actuarial Sciences
Job Requirements
JOB REQUIREMENTS
5 to 8 years’ relevant and solid experience, preferably within an industrial development environment, with a minimum of 12 months experience in data analytics/data science/actuarial sciences
Advanced MS Excel skills.
Proficiency in data science management and tool development for Business Partners
Experience working in a high-level collaborative and culturally diverse environment.
Ability to manage multiple competing priorities while building effective relationships.
Extremely organized and persistent, with drive and determination to achieve goals
TECHNICAL COMPETENCIES
Formulation of strategies and concepts
Business/commercial acumen. Report writing skills
Problem solving
Analytical and diagnostic skills
Technical analysis
Consulting skills
BEHAVIOURAL COMPETENCIES
Strategic thinking
Attention to detail
Taking initiative
Presentation and communication skills
Coping with pressures and setbacks
Associate: Development Debt Large
Job Description
To ensure the correct and timeous implementation of approved transactions and proactive the management of Business Partners with the view of enhancing portfolio management by focusing on support, value add and growth and optimizing cashflow collection, where relevant and protection of IDC’s interests.
Qualification and Experience
Qualifications:
BCom Accounting with post graduate degree e.g. BCompt (Honours) or BSC engineering or similar 4-year undergraduate qualification with finance experience.
CA (SA) would be an advantage
Knowledge and Experience:
The candidate should have at least 5-8 years of relevant experience in post investment monitoring / portfolio management or evidencing experience in managing key aspects of business partner relationships by considering risks, mitigants and protecting financial interests.
Experience and knowledge in the portfolio management, restructurings, Due Diligence, drawdowns processes.
Accounting / relevant IFRS9, financial modelling and analysis experience will be an added advantageous.
Experience in assessing the economic viability of businesses and/or projects
Skills in respect of the analysis and interpretation of financial statements
Sound knowledge of business and the diversity of risks that may affect businesses
Good understanding of different types of security
Understanding of Economic trends would be an advantage
Project management experience will be advantage.
Knowledge and/or understanding of BP strategic diagnostics would be an advantage
Sound experience in a financial environment is essential
Knowledge and experience on how to help BP’s execute value levers
Roles and Responsibilities
Allocation of business partners portfolios to manage, some of which may be complex, technical and/or high value Business Partners.
Ensure proper handover of Business Partners from the respective SBU is completed and all key priority and risk arears are discussed during the handover meetings
Periodically conduct SPPI (e.g. loans) impairment reviews and timeously prepare Business Partner credit quality assessment reports in accordance with the approved IDC guidelines and policies on allocated portfolio Business Partners.
Identify Business Partners, where performance is not at the required level and develop a framework to ensure regular client visits occur and a diagnostic analysis i conducted to identify areas requiring improvement and specialized assistance and intervention.
Schedule performance monitoring feedback sessions with investee companies on a regular basis.
Ensure that monitoring and counselling services are provided on Value Creation levers in accordance with the Value Creation Plans and that Business Partners meet the contractual and underwriting obligations.
Conduct regular client visits and Business Partner reviews including undertaking reviews, application of funds review where applicable and AFS analysis, covenant reviews and assigning of risk rating to Business Partners.
Proactively identify early warning signals and initiate appropriate intervention processes where necessary.
To ensure that all necessary amendments to contracts during the life span of the Business Partner are timeously and adequately executed.
To ensure that all exit processes i.e. early settlement, IRR and other calculations and release of security on allocated portfolio of business partners are properly executed.
To promptly monitor and follow-up all payments due to IDC including interest, capital, dividends, fees etc. on allocated portfolio of business partners.
To focus on collection inflows from business partners and monitoring forecasts against actual performance.
To analyse financial information from allocated business partners on a regular basis and assess the need for initiating intervention based on the analysis.
To ensure maximising of IDC value and limiting losses by being considerate of eventual exiting of investments where relevant.
To focus on enhanced portfolio management and by focusing on value add and growth of IDC’s clients and optimised cashflow collection, where relevant while at the same time ensuring protection of IDC’s interests.
To assist in refining and adopting the evolving debt as set out.
From time to time to be involved in department and organisation wide initiatives linked to the department’s function.
Prepare portfolio reports as and when required on the portfolio under management and present to all relevant portfolio risk management committees.
Prepare and present credit submissions (amendments, condonations, restructurings etc.) to the relevant credit committees.
Job Requirements
TECHNICAL COMPETENCIES
Portfolio Management
Customer Insight & Focus
Formulation of Strategies & Concepts
Stakeholder Management
Financial modelling
Business/Commercial Acumen
Report writing skills
Value Creation Planning
Problem Solving
Analytical & Diagnostic Skills
Project Management Skills
Consulting Skills
Report writing skills
BEHAVIOURAL COMPETENCIES
Negotiating & Influencing
Credible Activist
Deciding and Initiating.
Planning & Organizing
Coaching and mentoring
Presentation and communication skills
Negotiating & Influencing
Coping with Pressures and Setbacks
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We wish you all the best with your applications
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