Manager: Customer Services

2 weeks ago

Cape Town, Western Cape, South Africa Health Solutions Full time

Introduction

  • Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
    Role Purpose
  • To manage the operational execution of client services and take responsibility for the delivery of Customer Service processes; ensure all relevant policies and procedures are followed and regulations are adhered to and enhance a positive customer experience

Requirements:

  • Matric
  • Business related Degree (advantageous)
  • Minimum of 5 years' experience in the Medical Aid industry is essential.
years leadership experience is essential.

  • Proven people management experience in a corporate client centric environment with the ability to manage performance, identify operational process gaps and implement measures to enhance quality levels.
  • Relevant product knowledge (advantageous).
  • The ability to interact with a range of stakeholders in a professional manner.
  • Excellent written and verbal communication skills.
  • Competency in Claims and other business operations environments advantageous.
  • Knowledge of client service policies, procedures and processes.
  • Knowledge of Standard businessrelated rules and regulations.
  • Knowledge of relevant regulatory and compliance requirements.
  • Knowledge of the operational running of call and service centres.
  • Knowledge of complaints handling processes and procedures.

Duties & Responsibilities

  • INTERNAL PROCESS
  • Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
  • Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
  • Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
  • Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
  • Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
  • Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
  • Monitor operational results and backlogs and adjust according to service delivery requirements.
  • Deliver meaningful and relevant reporting on client service functions and trends as required.
  • Review performance in line with business objectives and realities to ensure optimal performance is maintained.
  • Act as an escalation point to assist Client Service Team Leaders addressing client queries.
  • Ensure team's adherence to correct procedure when following up on queries.
  • Identify and report process and system failures and enhancements to improve client experience.

CLIENT

  • Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
  • Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
  • Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
  • 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.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

  • Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
  • Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
  • Select and recruit suitably qualified talent in line with Employment Equity principles and MMI 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 a

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