ROAD ACCIDENT FUND (RAF)

HEAD CUSTOMER EXPERIENCE

Division:  Strategy and Transformation

Reference No:  7038

Location: Centurion, Gauteng, ZA

Employment Type:  Permanent

Disability (EE targeted role):  No

T.A.S.K Grade:  20

Job Posting Salary:  R1,827,182.00

Job Posting End Date:  11 Sep 2026

The Road Accident Fund’s mission is to provide timely and equitable assistance to those affected by motor vehicle accidents through the provision of appropriate social benefits to ensure financial relief and recovery for qualifying individuals.

Purpose of the Job: Reporting to the Chief Strategy and Transformation Officer, the successful incumbent will oversee the delivery of customer experience services that will ensure that internal and eternal customers have a positive and seamless experience throughout their interactions with the organisation. In addition, the incumbent will be responsible for improving value to customers by enhancing existing and enabling new strategic customer journeys and experiences by collaborating with multidisciplinary teams.

Key Performance Areas

Customer Experience

• Lead and manage the contact centre Service Level Agreement and governance requirements.
• Lead the identification of customer trends and the establishment of a matrix to measure proactive steps to maintain positive experiences.
• Ensure quality control of all claims process outputs as it pertains to customer satisfaction and delivery of services.
• Act as a customer advocate within the organization, representing the voice of the customer and driving customer-centric decision-making.
• Provide guidance on the streamlining and optimization of customer-facing processes and workflows to eliminate bottlenecks, reduce customer effort, and enhance efficiency.
• Lead the mapping out of customer journey to identify pain points, areas for improvement, and opportunities to enhance customer satisfaction at each touchpoint.

Lead and Direct Complaints Management

• Lead and direct the management, implementation, monitoring and efficient resolution of queries and complaints received by RAF.
• Provide guidance on the investigation of relevant complaints and queries with the relevant business units.
• Drive different channels to be utilised in the gathering and analysis of data to deliver appropriate resolution to claimants queries and complaints.

Continuous Improvement

• Ensure that there is continuous customer experience and enhancements for improvements.
• Stay updated with industry trends, best practices, and emerging technologies related to customer experience management.
• Drive the identification of innovative solutions and strategies to enhance the overall customer experience.

Strategy Development and Operational Planning

• Lead the development of strategies to enhance the customer experience, satisfaction and aligning them with the RAF's overall goals and objectives.
• Lead the achievement of specific key performance indicators and measures against outcomes detailed in the departmental strategic plans as set out by the Executive.
• Provide strategic input into the plan of the current and future interventions necessary to achieve acceptable levels and standards of the RAF strategy and operational plans to the Executive forum.

Reporting

• Drive the utilisation of customer data and analytics tools to track key performance indicators (KPIs), measure customer satisfaction.
• Lead the development of functional reporting systems, for management, project or performance reporting.

Stakeholder Management

• Collaborate with different departments to align customer experience initiatives and ensure a consistent and seamless experience across all touchpoints.
• Ensure that the mandate of the organization is cascaded down to employees within the department.

Financial Management

• Provide strategic input into annual planning and budget development to support strategic operational goals.
• Ensure that the periodic financial and strategic goals of RAF as well as the performance expectations of the various teams within are achieved.
• Responsible for reporting and reviewing of peoples financial and non-financial goals.
• Ensure sufficient internal control measures are implemented for adherence to PFMA, RAF and other relevant legislation and regulation.
• Manage, monitor and control the sub division expenses budget.

People Management

• Ensure the sourcing, development and retention of a high-performance team.
• Oversee the implementation of human capital processes and procedures to control/ regulate workplace conflict and/ or institute corrective measures and consultation processes to address deviations from standards.

Qualifications and Experience

§  Bachelor’s Degree/Advanced Diploma in Business Administration/ Business Management /Customer Experience related qualification.

§  Post graduate qualification in Business Administration/ Business Management/ Customer Experience related qualification.

§  The following Certifications will be an added advantage:

§  ACXP (Accredited Customer Experience Professional) advantageous.

§  ACXM (Accredited Customer Experience Master) advantageous.

§  Relevant 10-12 years in a Client Support environment of which 5 (five) years must have been on a Senior Management level.

§  Experience in customer experience management, including measurement, customer insights and understanding and customer experience strategy. 

Technical and behavioural competencies required

• Strategic capability.
• Results orientation.
• Business and Financial Acumen.
• Compliance and Governance.
• Leadership Agility.
• Change Management.
• Conflict management.
• Critical and Innovative Thinking.
• People management.
• Policy Conceptualization and formulation.
• Risk management.
• Reporting.
• Knowledge of client relationship management (CRM) software/systems.
• Knowledge on Customer Experience business case development.
• Advanced customer experience modelling and analytics.
• Excellent communication and conflict handling skills as well as good stakeholder and interpersonal relation.

The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.

Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful.

Security Vetting shall be conducted on all prospective employees.

It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation.

PLEASE APPLY HERE

HEAD: ORGANISATIONAL TRANSFORMATION

Division:  Strategy and Transformation

Reference No:  7029

Location:  Centurion, Gauteng, ZA

Employment Type:  Permanent

Disability (EE targeted role):  No

T.A.S.K Grade:  20

Job Posting Salary:  R1,827,182.00

Job Posting End Date:  8 Sep 2026

The Road Accident Fund’s mission is to provide timely and equitable assistance to those affected by motor vehicle accidents through the provision of appropriate social benefits to ensure financial relief and recovery for qualifying individuals.

Purpose of the Job: Reporting to the Chief Strategy and Transformation Officer, the successful incumbent is primarily responsible for leading Transformation in the Organisation by working closely with the Executive team in order to successfully deliver the strategic benefits across the complex RAF landscape. In addition, the incumbent will provide day-to-day leadership to the multiple business functions (change management, project management and business analysis) to support the ongoing refinement of the business strategy and growth plans as well as advice on implementation approaches and options.

Key Performance Areas

Transformation Project Management

• Oversee the development, management and adherence to an integrated programme plan.
• Provide direction to the Programme Management and project teams to enable timely delivery against agreed milestones.
• Design and manage programme governance to achieve coherent decision-making, effective management of programme risks and integration of transformation initiatives into business as usual.
• Identify and recommend re-alignment of programme plan, where appropriate, to assure delivery of stated benefits.
• Facilitate the development and implementation of the business transition plan to achieve future state stability, whilst minimising risk to current operations and commercial objectives.

Change Management

• Lead and direct the implementation of change management strategies and plans to maximise adoption during implementation of organisational transformational and transactional project initiatives.
• Provide strategic direction on the change management processes.
• Lead and direct the coordination with other departments to engage them in the change management and change delivery process.
• Lead and direct enterprise’s change management efforts are and assure that they are in compliance with standard documentation.
• Identify and manage risks connected to the change management process.

Business Analysis and Reporting

• Lead and direct the business and process analysis area.
• Lead the development and implementation of data analysis, data collection systems and other strategies that optimize statistical efficiency and quality.
• Provide guidance in the effort to improve and enhance RAF processes and systems.
• Ensure that adequate research and analysis is conducted in order to come up with business solutions.

Research, Innovation and Continuous Improvement

• Lead and direct the establishment and management of the research, innovation and continuous improvement function.
• Ensure the interpretation of RAF organisational strategy by determining innovative solutions supporting the strategy implementation.
• Promote new thinking, creative solutions and ways of working to address issues and mitigate risks.
• Lead and direct how to bridge the gap between market innovation, claims process trends and demands, and the opportunities RAF can leverage that will enable the RAF to be more proactive and effective.

Strategy Development and Operational Planning

• Lead the Implementation of the Organisational Transformation business strategy and plan that ensure alignment with short-term and long-term objectives.
• Lead the implementation and annual review of the overall Strategic Plan for the Organisational Transformation department.
• Oversee and implement specific key performance indicators and measures against outcomes detailed in the departmental strategic plans as set out by the Executive.

Policy Review and Implementation

• Provide direction on the development and implementation of policy, procedures and processes.
• Work with appropriate structures to ensure effective execution of policy and practices.

Stakeholder Management

• Facilitate communication with all levels of stakeholder contact.
• Ensure adequate representation of the Fund in relevant external activities and events.
• Maintain proactive and progressive relationships with key stakeholders incl. organised labour and attorneys etc.

Financial Management

• Develop and implement RAF operational Organisational Transformation budget.
• Ensure that the periodic financial and strategic goals of RAF as well as the performance expectations of the various teams within are achieved.
• Report and review Organisational Transformation financial and non-financial goals.
• Manage, monitor and control the department expenses budget.

People Management

• Ensure the sourcing, development and retention of a high-performance team.
• Oversee the implementation of human capital processes and procedures to control/ regulate workplace conflict and/ or institute corrective measures and consultation processes to address deviations from standards.

Reporting

• Report quarterly on progress with implementation of operational plans.
• Lead the development of functional reporting systems, for management, project or performance reporting.
• Ensure regular and periodic reports are prepared and submitted as and when required to provide progress updates and/or inform management decisions.

Technical and behavioural competencies required

• Strategic capability.
• Results orientation.
• Business and Financial Acumen.
• Compliance and Governance.
• Leadership Agility.
• Change Management.
• Conflict management.
• Critical and Innovative Thinking.
• People management.
• Policy Conceptualization and formulation.
• Risk management.
• Reporting.
• Experience leading multi-function, multi-locational transformation programs, with high complexity.
• Strategic planning.
• Data analysis.
• Customer orientation.
• Corporate Governance Procedures.
• MVA legislation knowledge advantageous.
• PFMA knowledge.
• King IV Report.
• Protocol on good corporate governance in SOE’s.
• Business Process.

The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.

Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful.

Security Vetting shall be conducted on all prospective employees.

It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation.

PLEASE APPLY HERE

HEAD: STRATEGY

Division:  Strategy and Transformation

Reference No:  7030

Location:  Centurion, Gauteng, ZA

Employment Type:  Permanent

Disability (EE targeted role):  No

T.A.S.K Grade:  20

Job Posting Salary:  R1,827,182.00

Job Posting End Date:  8 Sep 2026

The Road Accident Fund’s mission is to provide timely and equitable assistance to those affected by motor vehicle accidents through the provision of appropriate social benefits to ensure financial relief and recovery for qualifying individuals.

Purpose of the Job: Reporting to the Chief Strategy and Transformation Officer, the successful incumbent is primarily responsible to direct and lead the planning, development and liaison of the RAF strategy. In addition, the incumbent will oversee the coordination of the different initiatives that are required to execute the strategy and provide direction.

 Key Performance Areas

 Organisational Strategy Planning, Formulation and Liaison

• Lead and direct the defining, reviewing and liaison of the RAF strategy and execution of strategic initiatives through the development of work plans.
• Lead and direct the identification and development of strategic and potential growth opportunities for the business.
• Provides short and long-term strategic recommendations to the business’s executives that are meant to develop and capitalize business opportunities and communicate the recommendations with all business areas.
• Evaluate and recommend business portfolio frameworks, strategies, financial concepts, practices, programs, processes, and measures to be applied across the business.

Strategy Execution and Reporting

• Lead and direct the establishment of KPIs that the business will measure performances against and determine the effectiveness of the implemented strategies.
• Drive awareness and insightful analyses of the market and transaction trends as well as identifying and exploring any adjacencies to the business in order to ascertain risks and opportunities.

Strategy Development and Operational Planning

• Lead the Implementation and liaison of the business strategy and plan that ensure alignment with short-term and long-term objectives.
• Lead the implementation and annual review of the overall Strategic Plan for the Strategy department.
• Oversee and implement specific key performance indicators and measures against outcomes detailed in the departmental strategic plans as set out by the Executive.

Policy Review and Implementation

• Provide direction on the development and implementation of policy, procedures and processes.
• Work with appropriate structures to ensure effective execution of policy and practices.

Stakeholder Management

• Lead and direct the communication of the strategy to all RAF stakeholders.
• Lead and direct the facilitation of departmental strategies and APP in line with the strategy
• Lead and direct the engagements with relevant stakeholders in overseeing the execution and reporting of the strategy.
• Ensure adequate representation of the Fund in relevant external activities and events.
• Maintain proactive and progressive relationships with key stakeholders incl. organised labour, RAF employees etc.

Financial Management

• Provide strategic input into annual planning and budget development to support strategic operational goals.
• Develop and implement RAF operational Strategy departmental budget.
• Ensure that the periodic financial and strategic goals of RAF as well as the performance expectations of the various teams within are achieved.
• Responsible to report and review Strategy department financial and non-financial goals.
• Manage, monitor and control the department expenses budget.

People Management

• Ensure the sourcing, development and retention of a high-performance team.
• Oversee the implementation of human capital processes and procedures to control/ regulate workplace conflict and/ or institute corrective measures and consultation processes to address deviations from standards.

Reporting 

• Report quarterly on progress with implementation of operational plans.
• Lead the development of functional reporting systems, for management, project or performance reporting.
• Ensure regular and periodic reports are prepared and submitted as and when required to provide progress updates and/or inform management decisions.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Strategic Management/ Business Management or related qualification.
• Post graduate qualification in Strategic Management/ Business Management or related qualification.
• Post graduate qualification in Business Administration will be an added advantage.
• At least 10 - 12 years’ relevant experience in Strategy related environment of which 5 years must have been at a senior management level.
• Strategic consulting skills coupled with significant experience developing and implementing transformational business strategies.
• Overall business acumen as well a proven and successful track record of developing and driving growth initiatives and identifying business opportunities in order to develop strategies that capitalize on those opportunities.

Technical and behavioural competencies required

• Strategic capability.
• Results orientation.
• Business and Financial Acumen.
• Compliance and Governance.
• Leadership Agility.
• Change Management.
• Conflict management.
• Critical and Innovative Thinking.
• People management.
• Policy Conceptualization and formulation.
• Risk management.
• Reporting.

The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.

Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful.

Security Vetting shall be conducted on all prospective employees.

It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation.

PLEASE APPLY HERE