Head of Operations: Health4me

4 months ago

Durban, South Africa Health Solutions Full time

**Introduction**
- Momentum Health, 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.**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- Drive the implementation of client value proposition strategies, cost efficiencies, client service level agreements and manage the operational implementation of client engagement solutions to support the delivery of excellent client experience and the achievement of business objectives.**Requirements**:

- Matric
- Bachelor Degree in Commerce or Business Management (Advantage)
- 8-10 years experience in operations management in medical aid administration
- 3-5 years senior management experience in a healthcare industry
- Health industry knowledge
- Thorough understanding of the Health market, products and competitor products
- Good understanding of standard operating procedures and how to improve and implement processes
- Good working knowledge of the Labour Relations Act
- Client experience and centricity

**Duties & Responsibilities**
- Contribute to the development of operations strategies that support client’s requirements and business objectives.
- Collaborate with the relevant stakeholders to develop an implementation plan that meets the client’s expectations and requirements.
- Establish productive operational relationships with key stakeholders and manage interdependencies across departments to achieve efficient service objectives.
- Develop effective short, medium and long-term operating plans to effectively manage client experience and lifecycle from on-boarding to termination.
- Develop operational policies and processes that effectively on-board and service clients.
- Prepare and manage the implementation of a transition plan in accordance with agreed timelines, whilst ensuring the maintenance of current and agreed operating standards and deliverables in a risk controlled manner.
- Manage the implementation of appropriate processes, systems and resources in order to administer the solution offered to corporate clients of the business as well as their employees, members and clients.
- Continuously review implementation plans, operating practices and processes in anticipation of future business requirements and anticipated and actual regulatory changes to ensure that continuous improvements, efficiency, effectiveness and client experience will be achieved and that compliance will be enabled.
- Ensure that new processes are implemented in a way that is repeatable, sustainable, cost effective, well risk managed, client centric and aligned with future direction.
- Continuous monitor and measure service delivery to ensure that the client experience is in line with the CVP.
- Manage the development and implementation of quality management processes which ensure service delivery is line with client expectations and requirements.
- Drive business improvement and innovation projects to improve operational efficiencies and embed continuous improvement across operations.
- Ensure timeous communication on progress and challenges in achieving goals and operational plans to all relevant stakeholders.
- Define and implement mechanisms to continuously monitor and improve client service where necessary.
- Engage the key internal and external stakeholders to identify changing client needs and establish effective relationships and SLA management.
- Monitor client service reports and feedback and align practices and related processes to achieve client satisfaction on efficiency and profitability.
- 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 and ideas are actively shared between team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team in order to ensure business objectives are achieved.
- Encourage innovation, change agility and collaboration within the team.
- Support the building

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