Senior Manager: Head of Operations Service Delivery

ABOUT THE COMPANY

Our Client has been a leader in dental managed care services since 1996. Our extensive experience in dental risk management combined with cutting edge technology offers a world class service relevant to the South African market. Our Client currently provides dental managed care services to 9 medical scheme clients.

ABOUT THE POSITION

The Senior Manager: Head of Operations, Service Delivery & Support is responsible for the effective and successful management of people, systems and processes aligned to the operational service as required in terms of the customer contracted SLA (Service level agreements) and internal OLA (Operational level agreements) for Claims, Contact Centres, Benefit Review and Hospital Case Management teams. To enhance the customer service experience, through business process.

Key responsibilities inter alia include the following:

- Ensure operations’ adherence to Group Risk management procedures, Service level agreements, Standard operating procedures and audit requirements
- Ensure compliance with local and international laws (e.g. data protection)
- Ensure adherence to SLA and audit requirements
- Identify all risk items in the two areas and implement controls to efficiently manage these risks
- Manage, report and ensure governance, risk and compliance standards are implemented and maintained in line with business requirements and that necessary action is taken to address issues, when necessary
- Drive and implement approved business strategies in line with financial targets and service level agreements
- Responsible for contributing towards the sustainability of the business and new business development
- Assess cost containment strategies to enhance client return on investments
- Drive the automation of business processes to ensure cost effective and quality outcomes
- Participate and drive the initiatives to become a digital business to improve the delivery of services and enhance the customer journey
- Champion Change Management with all stakeholders
- Professional interaction with internal and external stakeholders
- Ensure efficiencies within the service delivery and support teams to ensure business metrics are adhered to
- Improve Productivity and Quality standards within Operations
- Manage the improvement of business processes between the business and key accounts
- Plan and implement changes to the operations of the area of responsibility to respond to macro and micro-economic conditions, legislation, competition, market sentiment and the industry in general
- Provide input into and develop the business plan for the area of responsibility
- Ensure business plan is implemented in a manner that supports operational, quality and market imperatives
- Communicate business plan in alignment with strategic context and strategic implementation plans to ensure operational best practice and continuous improvement
- Lead the Operational teams and ensure service delivery in each respective area
- Responsible for all Human Capital Management
- Support transformation through valuing diversity within the team and department
- Behave in alignment with the business values
- Ensure all operational units comply to relevant approved Business Quality Programme and participate in reviews with QA leads to ensure standards are maintained and where opportunity gaps
- Participate in Complaints reviews to identify opportunities to enhance service delivery
- Multi-skilled Workforce programme across all channels to be able to ensure optimal productivity per employee and scalability
- Identify training needs and skills gaps to ensure skills transfer through learning and development
- Provide monthly and quarterly reports to the business and clients
- Ensure all workflows have documented SOP’s and reviewed regularly
- Drive performance management in line with business performance management standards
- Ensure adequate resource management to ensure service delivery
- Ensure appropriate, active and informative relationships with customers, value chain partners and industry players (if applicable) are in place
- Resolve customer problems either through direct personal action or referral to alternative resources
- Ensure reporting is in place to meet client expectations in terms of Service Level Agreements and other requirements
Critical Skills/ Competencies
- Strategic Management
- Solutions driven
- Excellent Problem solving and Accuracy skills
- Strong analytical skills
- Self-starter, motivated, takes initiative and can work independently
- Excellent communicator with all levels in an organisation (verbal and written)
- Confident in operating in a dynamic environment
- Ability to adapt to different situations as they arise (adaptive thinking)
- Ability to operate in a team environment
- Ability to prioritise deliverable and work load accordingly (good organisational skills)
- Ability to logically work with volumes of data
- Executive Business Writing Skills
- Financial Acumen
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