Regional Manager

7 months ago

Cape Town, 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**

Manage and integrate Client Engagement and Administration tactics across the region in support of the business strategy.

**Requirements**:

- 5-7 years’ experience in the insurance industry
- 5 years’ experience in the management of people
- Extensive experience in liaison at senior management level
- At least 5 years industry experience (medical/insurance industries)
- Code 08 driver’s licence and own vehicle

**Duties & Responsibilities**

INTERNAL PROCESS
- Maintenance of regional relationship of employer groups and their brokers
- Detection of the training needs for the regional Account Executive’s and Internal Service Consultant’s and ensure that training gaps are filled
- Supervision of the team which includes planning, attending meetings and rewarding and recognising employee performance
- Liaising with relevant departments and other branches nationally
- Dealing with escalations and identifying process improvement as a result thereof
- Strategic planning of departmental activities in response to market developments
- Supporting and directing the team to ensure that overall business unit objectives are met
- Creating and maintaining reports pertaining to your team
- Analysing data regarding the performance of your team
- Ensure that staff are operating at peak levels of productivity and working well within the team
- Ensure that performance issues are identified and effectively dealt with timeously

CLIENT SERVICES
- 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.
- 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.
- 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.

FINANCE
- Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
- Effectively and efficiently manage human capital related costs, e.g. leave, over time, training, etc.
- Ensure effective and efficient administration of operational costs within budget, identify areas of financial risk and escalate.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement risk management, governance and compliance policies in own practice area, to identify and manage governance and risk exposure liability.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.
- Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles and processes.
- Escalate unresolved policy and governance compliance issues via appropriate

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