Regional Manager

3 weeks ago

Cape Town, Western Cape, South Africa Tych Business Solutions Full time

Job ID: 76210
Date Posted: Posted 6 hours ago
Expiration date: December 4, 2023
Location: Cape Town
Job Title: REGIONAL MANAGER (CLIENT LIAISON) - CAPE TOWN - WESTERN CAPE

SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE Essential

  • At least a 3 years relevant tertiary qualification (qualification as per FSCA approved list)
  • RE 1 and RE5 qualification an advantage
  • Minimum of 3 years' experience in the industry
  • Class of business Health benefits an advantage
  • Ensure compliance with the FAIS ACT and subordinate legislation at all times.
  • Compliance Qualification (Advantageous ).
  • Financial Planning (Advantageous)
  • At least 3 years management experience
  • Have good Leadership skills
  • Be passionate about customer service
  • Be Selfmotivated and proactive
  • Have excellent interpersonal skills
  • Have good written and verbal communication skills
  • Be able to negotiate
  • Be able to work well in a team environment
  • Be results and targets driven
  • Have conflict management skills
  • Be analytical and have attention to detail
  • Desirable
  • Sound understanding of Medical Scheme Industry

KEY RELATIONSHIPS

Internal:

  • CLIENT staff
  • CLIENT Service Providers
  • CLIENT EXCO and Management
External

  • Employing departments
  • CLIENT StakeholdersScheme Members

LIMITATIONS
Medical Scheme's Act and Regulations Scheme rules, policies and procedures

  • Scheme Communication Strategy
  • Scheme's Strategic and Operational Plans
  • Financial Advisory and Intermediary Services Act & The General Code of Conduct
KEY PERFORMANCE AREAS, CORE COMPETENCIES, CLIENT VALUES

Administration and support

  • Provide support and guidance to Client Liaison Team Leaders to achieve set target, improve the quality of their service
  • Oversee that high standards are maintained by ensuring that the team produces excellent work
Budget, expenses and procurement

  • Manage the CLO unit budget
  • Ensure that the Unit's expenditure and procurement processes are line with the Scheme's Supply Chain
  • Management policies policy
Correspondence And Documentation Processes

  • Conduct regular feedback sessions on performance against set targets
  • Ensure that a quality service is offered to members on site and queries resolved on site are maintained at the required resolution rate
  • Ensure that escalated queries are resolved in line with agreed processes and within the required turn around times
  • Maintain positive Scheme member and Stakeholders relationships and test these by engaging Stakeholders directly
  • Ensure effective communication of Scheme information to members and Stakeholders
  • Establish and maintain effective communication and integration with the Scheme's Administrator and Tele
- marketing team

  • Ensure adherence to internal policies and procedures Clear Communication
  • Prepare reports, analyse trends and submit recommended interventions on the operation of the Unit for management decision making
  • Compile weekly and monthly reports on the operation of the Unit for submission to the

Senior Manager:
Communications and Member Affairs

Project Management

  • Manage daily operations of the Unit
  • Set performance targets, plans and goals for the Team Leaders
  • Prioritise activities and projects and ensure timeous execution of the plans
  • Ensure continuous improvement in the quality of work rendered by the team
  • Measure service performance of teams against predefined service metrics and provide recommendations for performance improvement
Forums And Committees

  • Forge links or partnerships with stakeholders by engaging with them
  • Ensure that internal and external channels are coordinated and collaborated
  • Participate in SPN forum meetings
Technical Expertise And Application

  • Oversee that all new systems are effectively applied
  • Communicate effectively with internal and /or external clients Conduct regular feedback sessions with the team on set targets
  • Maintain positive Scheme member and stakeholder relationships
  • Facilitate Effective communication between members and stakeholders
  • Establish and maintain effective communication with the Scheme's
  • Administrator and marketing team to coordinate events
Risk Management

  • Ensure CLO interactions are within protocols and processes agreed with departments
  • Ensure that the CLO risks are identified, assessed and mitigated
Staff Management Responsibility

  • Clearly define roles and responsibilities
  • Allocate duties, deadlines and resources
  • Monitor and manage Client Liaison Team Leaders daily activities
  • Ensure adherence to work schedules by the Client Liaison Team Leaders
  • Clearly define roles and responsibilities
of each team member and team leader, as well as the administrative support staff

  • Ensure that the Unit effectively represents the CLIENT brand, mission, vision and values at all times
  • Manage all staff of the unit
  • Ensure that staff is adequately trained and capacitated to perform
  • Ensure that staff is motivated and rewarded for performan

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