Service Manager: Employer Group Servicing

5 months ago

Durban, 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 ifetime 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**
- Overseeing the Internal Service consultants team that supports the various Employer Groups and supporting brokers**Requirements**:

- Matric
- 5 years industry experience in a customer service capacity
- 3 years experience in managing a team will be an advantage
- Excellent knowledge and understanding resource planning
- Good understanding of the Employer Group/intermediary/broker industry (specific to Health)
- Good understanding of the medical scheme industry and regulations
- Excellent communication skills
- Good understanding of the Health Insurance Industry
- Knowledge of Oracle platform (Momentum Medical Scheme and Health4me) is compulsory
- Knowledge of Momentum Medical Scheme and Health4Me products is compulsory

**Duties & Responsibilities**
- Ensure that departmental structures are aligned to business objectives
- Analyse and develop business improvement plans based on data analysis
- Ensure satisfactory resolution of all queries and problems escalated
- Developing and renewing best practice guidelines and procedures concerning customer relations
- Effectively and efficiently manage operational costs within budget
- Implementation of mechanisms to maintain and improve client service
- Develop and maintain a relationship with internal and external clients
- Planning and implementing damage control interventions to ensure customer satisfaction
- Manage individual performance and provide appropriate training and coaching where necessary
- Ensuring operational efficiency within the department
- Ensure that staff members are aware of their individual responsibilities ,measurement and targets
- Day to day supervision of the Internal consultants to ensure that service levels to clients are maintained.
- Identification of training needs of Internal client services consultants
- Assistance with difficult callers and complex queries
- Motivation and discipline of Internal client services consultants
- Checking of departmental performance indicators
- Supervision of day to day office admin
- Support to Account Executives
- Front line external consultation between groups, brokers
- Management of all aspects of the relationship between Employer groups and Brokers
- Any other reasonable duty as requested

**Competencies**
- Demonstrate an intermediate level of product knowledge
- The ability to manage, evaluate and diffuse difficult situations in order to address customer problems effectively for others and business area under supervision
- The ability to manage, evaluate and diffuse difficult situations for others and business area under supervision
- Address customer problems effectively
- Follows up on customer requests to ensure that the final product or service met expectations
- Motivates employees for results
- Takes responsibility for results of the institution, and all resources that have been placed under one's responsibility
- The ability to prepare and present quality creports when and if required, including remedial action to flaws in processes and systems;
- Allocates portfolio of client according to known and determined capabilities of team
- Provides structure, sets goals, and acts as a resource
- Identifies problem situations of a complex nature within appropriate time frames
- Information gathering and analysis meet the requirements of the problem in hand
- Written and verbal communication. This interaction will be at both executive and member level.

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