Executive Office Consultant

4 days ago

Johannesburg, South Africa Kaelo Full time

Company Description
**About Kaelo**
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.

**Job Description**:
The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement

**KEY OUTCOMES** (not limited to) Level 4 and 5 process elements

**Manage service and channels**: Direct, Indirect and outbound. Sanlam Gap specific queries within a 2 hour turnaround time.

**Manage all stakeholders** with a focus on Sanlam Gap Broker consultants.

Manage operational queries with immediate action and expectations

**Manage escalations and complaints**
- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:

- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints
- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and
- Correcting, where reasonable to do so, such root causes
- Conduct monthly Trend analysis
- Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments
- Reporting and maintenance of all relevant registers
- Manage Oncology Cuddle call program
- High touch claims report management
- Focus on the Customer journey and any improvements thereof

**Qualifications**:
**SPECIAL REQUIREMENTS**

**PERSON DETAILS: WORK EXPERIENCE**

**REQUIRED**

Executive queries and complaints resolution

Knowledge and experience in the Health Industry

**PREFERRED**

**EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY**

**REQUIRED**

Matric

Computer literate

Knowledge of FAIS legislation

Regulatory Exams a qualified representative level

**PREFERRED**

3 Years’ experience within the Gap Cover industry

**TECHNICAL SKILLS OR KNOWLEDGE**

**REQUIRED**

Customer focus

Time management

Excellent verbal and written communication skills

Interpersonal skills

**PREFERRED**

Product Knowledge

Additional Information
- **
Accountability**:

- ** Action orientated**:

- ** Collaborative**:

- ** Communication**:

- ** Business writing skills**:

- ** Manage complexity**:

- ** Problem solving skills**:

- ** Decision thinking**:

- ** Encourages engagement**:

- ** **Resilient and adaptive**:

- ** Resourceful**:

- ** Demonstrates self-awareness**:

- ** Purpose driven**:

- ** Significance and values orientated

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