Job Description

Closing Date 2024/06/21
Reference Number MMH240604-11
Job Title Manager: Customer Services
Position Type Permanent
Role Family Client Services
Cluster Health Solutions
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Cape Town
IntroductionMomentum 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 PurposeTo manage the operational execution of client services and take responsibility for the delivery of Customer Service processes; ensure all relevant policies and procedures are followed and regulations are adhered to and enhance a positive customer experience.
Requirements

• Matric
• Business related Degree (advantageous)
• Minimum of 5 years experience in the Medical Aid industry is essential.
• 3 - 5 years leadership experience is essential.
• Proven people management experience in a corporate client centric environment with the ability to manage performance, identify operational process gaps and implement measures to enhance quality levels.
• Relevant product knowledge (advantageous).
• The ability to interact with a range of stakeholders in a professional manner.
• Excellent written and verbal communication skills.
• Competency in Claims and other business operations environments advantageous.
• Knowledge of client service policies, procedures and processes.
• Knowledge of Standard business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.
• Knowledge of the operational running of call and service centres.
• Knowledge of complaints handling processes and procedures.

Duties & ResponsibilitiesINTERNAL PROCESS

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
• Manage the implementation of operating procedures and quality and service standards related to the applicable client service solution.
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required.
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the various client service solutions.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Monitor operational results and backlogs and adjust according to service delivery requirements.
• Deliver meaningful and relevant reporting on client service functions and trends as required.
• Review performance in line with business objectives and realities to ensure optimal performance is maintained.
• Act as an escalation point to assist Client Service Team Leaders addressing client queries.
• Ensure teams adherence to correct procedure when following up on queries.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• 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.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI 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.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
• 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

• Implement and compile budgets to minimise expenditure in alignment with tactical delivery plans.
• Control the budget for area, including the authorisation of expenditures and implementation of financial regulations.
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Plan and implement a cycle of medium-term improvements to drive pricing of services and products.
• Implement and manage financial risk methodologies, techniques and systems and use to monitor and report on financial activities.
• Implement and provide feedback on the effectiveness of financial policy, practice and procedures: preventing illegal, unethical or improper conduct.
• 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.

Competencies

• Providing Insights
• Developing Strategies
• Interacting with People
• Making Decisions
• Directing People
• Empowering Individuals
• Resolving Conflict
• Understanding People

PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan