Regional Coordinator

**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**
- Lead the Regional offices/ Walk-in center team to support clients with requests, queries, and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements. Deliver an excellent client-centric experience.**Requirements**:

- Grade 12 or equivalent.
- A degree in Business Management, Client Service, or Marketing.
- 3-5 years Medical Aid or Financial Services experience in a client service or call centre environment with proven knowledge of customer service principles and practices.
- 2-3 years managerial experience (preferred).
- Knowledge of the medical schemes industry will be an added advantage.
- Ability to work after hours.
- Ability to travel and in possession of a valid code 08 driver's license

**Duties & Responsibilities**
- Manage and guide the team with the resolution and delivery of client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements.
- Induct, teach, coach, mentor, and supervise branch staff to meet and exceed performance standards and enable progression in their career path.
- Manage, monitor and control the team execution of client requests, concerns and queries.
- Act as an escalation point to the team in addressing and resolving client queries.
- Ensure team adherence to correct procedure and protocol when following up on and attending to queries.
- Recruit, select, and retain high-quality branch staff to build capacity to meet current and future staffing needs in accordance with member visitation patterns.
- Ensure the Branch meets and exceeds Voice of Customer (VOC), productivity, and quality targets.
- Adhere to high ethical standards and ensure branch staff comply with SOPs and regulations.
- Timeously complete all administrative and reporting duties, including staff engagements.
- Continuously monitor turnaround times, quality standards and resolve issues speedily to enhance and deliver a superior customer experience.
- Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
- Build and maintain relationships with clients and internal and external stakeholders.
- Analyse the Client Service processes and identify opportunities for improvements implement improvements within the team.
- Identify and report process and system failures and enhancements to improve client experience.
- Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.

**Competencies**
- Ability to work under pressure while being client-centric at all times.
- Assertive with good communication skills and the ability to access and use information.
- Ability to be creative, innovative, and a problem solver with collaboration and inclusiveness.
- Self-management and results-driven behavior with attention to detail and a high level of accuracy.
- Interacting with People
- Making Decisions
- Directing People
- Team working