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INDUSTRIAL DEVELOPMENT CORPORATION (IDC)
 


​SPECIALIST: CLIENT EXPERIENCE MANAGEMENT
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IDC is committed to equality, employment equity and diversity. In accordance with the employment equity plan of the IDC and its employment equity goals and targets, preference may be given, but not limited to candidates from underrepresented designated groups.
Job number IDC00526
Contract Type Permanent
Posting End Date 19 Apr 2025
Region Gauteng
IDC Job Grade P-Band
 
Synopsis
The purpose of the Client Experience Management Specialist is to ensure that clients have seamless experience throughout their journey with the organisation. 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 the organisation. The role is critical in enhancing client satisfaction, improving business efficiency and delivering enhanced business success.
 
Job Description
Internal / Operational Processes
  • Analysing 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.
Customer Focus & Stakeholder Management
  • Analysis of behavioural data insights including embedding and establishing New Ways of Works (NWoW) (currently through the Perform Plus tool).
  • Analyzing data across the value chain in order to identify blockages, analyzing client data (including survey and complaints) to identify pain points for clients.
  • Leading problem-solving huddles to identify implementable solutions and ensuring effective implementation of solutions.
  • Working with Continuous Improvement team to ensure effective end-to-end client journey mapping and management, clearly identifying touch points, pain points, opportunities for improvement and driving collaboration for optimal outcomes.
Requirements management
  • Ability to gather, document and manage the requirements; ensure that the requirements are clear, consistent, feasible and aligned with the business goals.
  • Analyses / document current systems and future solutions, processes, and controls.
  • Perform business impact analysis.
  • Ability to support business user acceptance testing; development of UAT test cases.
  • Need proficiency in using MS Visio (Mapping tool)
Learning, Leadership & People Growth
  • Provide strategic leadership and management to maximize effectiveness and drive high performance and delivery.
  • Ensure the effective management of the team, including employee motivation and development.
  • Protect the interest and wellbeing of employees and establish suitable communication lines with them.
  • Provide leadership that fosters a culture consistent with the Corporation’s values.
  • Coaching and mentoring team members.
 
Qualification and Experience
Qualifications
Minimum qualification: relevant commercial or technical Degree or equivalent qualification.
Selection criteria
  • 5-8 years relevant experience.
  • Experience working in project execution environment with tight deadlines.
  • Can independently structure, analyse and synthesis data and findings with minimum coaching.
  • Knowledge of process mapping, client journey mapping and process governance.
 
Roles and Responsibilities
Leadership Competencies
  • Resilience
  • Decisiveness in Execution
  • People Engagement
  • Communication and Engagement
  • Diverse Stakeholder Management
  • Teamwork
  • Innovation
  • Change leadership
  • Strategic Thinking
 
Technical/functional competencies
  • Risk identification and mitigation
  • Process Improvement & Efficiency
  • Report writing
  • Analytical and problem solving
  • Customer insights and focus
  • Planning and organising
  • Financial acumen
  • Diversity management
  • Results and solution orientated
 
Behavioural Competencies
  • Presentation and communication skills
  • Report writing skills
  • Systems and procedure development skills
  • Relationship building and networking
  • Negotiation skills
  • Influencing skills
 
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​PLANT, EQUIPMENT AND MACHINERY APPRAISER/VALUER
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IDC is committed to equality, employment equity and diversity. In accordance with the employment equity plan of the IDC and its employment equity goals and targets, preference may be given, but not limited to candidates from underrepresented designated groups.
Job number IDC00517
Contract Type Permanent
Posting End Date 19 Apr 2025
Region Gauteng
IDC Job Grade M Band
 
Synopsis
To independently assess and provide expect advise on the estimated new replacement cost, open market, forced sale and other values of physical assets (plant, equipment and machinery) in order to ensure that physical assets, including those considered for and / or taken for collateral, are properly valued.
 
Job Description
Key performance areas includes:
  • Independently conducting own assessments and valuations of plant, equipment and machinery, cognizant of all value forming factors in line with professional guidelines and reporting standards and providing expect advice on:
  • The appropriateness and reasonability of the Client’s anticipated capital expenditure on plant, equipment and machinery in order to validate against the applicable industry norms.
  • The functional, economic, physical obsolescence, etc of plant, equipment and machinery including the impact and implications thereof on the organisation's physical collateral register.
  • The forecast of total and remaining economic life and value of plant, equipment and
  • machinery including the impact and implications thereof on the organisation's physical collateral.
  • The variance between the Client’s and own independently determined estimated capital expenditure costings, envisaged process improvements, etc, including making recommendations for adherence to industry norms and best practices.
  • The appropriateness of the envisaged plant and equipment installation strategy,
  • methodology, programme and deliverables against set programme milestones.
  • The risks inherent in the clients’ plant and equipment projects including making
  • recommendations for risk mitigation
  • The validity and accuracy of reviewed valuation reports of the physical assets prepared by others
  • The required continuous improvement on the department’s process, procedures, templates, etc.
  • To maintain relevant records and relations in support of expertise, expert knowledge.
  • Report writing and presentations at internal and external committees.
  • Manage effective interaction with SBUs and Departments.
  • Maintain and enhance current knowledge and awareness of valuation and other effective practices.
  • Contributes to planning, co-ordination and management of team outcomes.
  • Review external valuation reports, conduct internal peer reviews and guide instillation of a culture of best practice.
  • Provide expert advice and guidance to SBU’s, Departments, Business Partners, the organisation's Executive and Board.
  • Build and maintain influential relationships with stakeholders (internal and external) to create, promote and maintain good professional engagement.
  • Support the formation and implementation of the strategic objectives and operational plans of the unit, and the presentation thereof to key decision making stakeholders within the Corporation.
  • Foster a culture consistent with the Corporation’s values
 
Qualification and Experience
Qualifications:
  • Diploma or Bachelor’s Degree in Engineering
  • Registered Member of Royal Institution of Chartered Surveyors (RICS), and or American Society Appraiser (ASA) will be an advantage
 
Roles and Responsibilities
Selection criteria:
  • 8 – 10 years' experience in plant, machinery and equipment appraisal
  • Work experience in mechanical / industrial engineering and/or financial services industry will be an advantage
 
Technical/functional competencies:
  • Analysis and interpretation
  • Analytical and problem solving
  • Planning and Organising
  • Communication skills (written and verbal)
  • Report writing skills
  • Results and solutions oriented
 
Behaviour competencies:
  • Presentation and communication skills
  • Relationship building and networking
  • Ability to multitask and thrive under work pressure
  • Ability to collaborate and influence various stakeholders and teams
 
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