Eap Manager

2 weeks ago

Centurion, Gauteng, South Africa Health Solutions Full time

Introduction
Metropolitan is one of the oldest financial services brands in South Africa.

With a 116-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.

Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.


Role Purpose
The EAP Manager's role is to ensure Client Relationship Management to strategically build and manage relationship with Wellness clients. The role includes all the activities, strategies and technologies used to manage interactions with current and potential customers.

Requirements:

  • Bachelor's degree in Social Science or Business Management.
  • Other business related qualification in Public Relations, Project Management or Client Services would be an advantageous.
  • 3 5 years' experience in Client Relationship Management.
  • 5 years' experience within a wellness environment.
  • Driver's license.

Duties & Responsibilities

  • Mapping out client services process and ensuring adherence.
  • Working to understand the client's constraints, business risks and issues with a view to seek new business opportunities.
  • Maintaining service and quality levels according to client's business standard and the expectations.
  • Ensuring that client organization supply data to Metropolitan Health (MH) necessary to delivery of services.
  • Constant consultations with the relevant product manager with regards to clients expectations.
  • Managing and resolving issues where service level agreements (SLA) are not being met.
  • Attending Client meetings, conducting client surveys and submitting monthly reports to clients.
  • Ensuring that reports are in line with contractual obligations.
  • Building and maintaining relationships with Wellness clients and internal customers.
  • Monitor and influence turnaround times, quality standards and resolve issues speedily to enhance clients experience.
  • Drive delivery and goal achievement in line with predefined standards to ensure that clients receive appropriate service and advice.
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
  • Provide authoritative, expertise and advice to clients and stakeholders.
  • Make recommendations to improve service and fair treatment of clients within area of responsibility.
  • Build and maintain relationships with clients, internal and external stakeholders.
  • Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
  • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
  • Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
  • Influence team performance to ensure business objectives are achieved.
  • Encourage innovation, change agility and collaboration within the team.
  • Exploring ways to improve efficiencies with the support from the operations team.
  • Control the budget for each client by implementing financial risk methodologies, techniques and systems to monitor and report on financial activities.
  • Implement risk management, governance and compliance policies in own practice area to identify and manage governance and risk exposure liability.

Competencies

  • Business Acumen
  • Client/ Stakeholder Commitment
  • Drive for Results
  • Ability to lead Change and Innovation
  • Collaboration
  • Impact and Influence
  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Growing Talent

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