Job Description

Bankmed is one of the most established and largest restricted medical schemes in South Africa. It is registered under the Medical Schemes Act 131 of 1998. Bankmed provides healthcare funding to about 29 financial institutions including three of the five largest banking groups. In September 2023 the Council for Medical Schemes authorised the extension of Bankmed's membership scope into the Financial Services sector.Bankmed wishes to appoint an experienced professional in the role of Senior Manager: Client Management (Sen.MNG:CM). The Sen.MNG:CM under the direction and delegation of the Divisional Head of Client Management shall build, integrate, pro-actively advise and manage corporate relationships with clients and relevant stakeholders.The successful candidate shall work with the Head of Client Management and Key Client Custodians, amongst other stakeholders, to formulate and manage the rollout of annual client relations management plans.JOB INFORMATIONBankmed has a flexible work-from-home working model. However, the nature of Client Management is an in-person engagement role with Bankmeds clients and stakeholders. It is a requirement for roles in this division to be client facing, available and accessible. The Sen.Mng:CM must reside in Gauteng and be prepared to travel nationally.Key Responsibilities:

• Identify client engagement requirements and tactically operationalise these within the scope of Bankmed partnerships with clients via collaboration with key stakeholders. Manage the formulation of the annual client plans, including the formulation of strategic retention and growth initiatives within the current client base and in recruiting/onboarding new employer group clients
• Outline the annual operational requirements of employer group clients by determining their needs, shortcomings, frequency of engagements, context, and content. Develop monitoring and measurement mechanisms for these engagements to achieve the outcomes necessary.
• Oversee the planning of Bankmed client activities with the assistance of internal and external stakeholders to manage and achieve client expectations. This includes the oversight, steer, and evaluation of the holistic multi-stakeholder teams (i.e. the Bankmed Scheme, Bankmed Administrator and Client Service Provider teams in the execution of the client plans, areas of focus and corporate engagements as needed by Bankmeds client portfolio).
• Build Bankmeds credibility and maintain trusted relationships with stakeholders especially key client contacts as instructed by the Head of Client Management.
• Identify internal and new market opportunities to expand Bankmeds market share and value proposition. In collaboration with the Scheme Relations Manager, prepare a Client Management annual calendar and budget requirements for approval.
• In collaboration with the Scheme Relations Manager, manage unresolved queries or complaints that have been lodged with the Scheme Administrator or directly with the Bankmed Scheme Office.
• Formulate value adding and implementable ideas to improve efficiencies and address gaps within the Bankmed client management value chain to ensure membership retention, client growth, market expansion and client satisfaction.
• Create effective feedback loops for updating of stakeholder records, consolidate reports and presentations with the support of the Scheme Relations Manager and relevant stakeholders and support teams.

This is a position that requires an individual with extensive working knowledge in a multi-complex stakeholder environment with experience in the medical scheme industry and/or a medical fund administrator background. Experience also working in a Financial Service Provider (FSP) environment would be an asset.Education: A university or equivalent degree or the accumulation of appropriate academic acumen specialising in Marketing, Business Management, Project Management and Stakeholder Relations (minimum requirement).Certifications: Certified Key Individual (RE certificate(s) (RE1/RE5) will be an advantage.Experience: 5 7 Years working experience in a client and stakeholder management function in the medical scheme, fund administrator or healthcare broker working environment.Knowledge: High-level working knowledge of the healthcare industry (regulations, governance, benefits, and administration) with a focus on medical schemes and their interaction with clients and medical aid service providers and third-party suppliers.Competencies:

• A successful track record can be demonstrated in developing and managing key stakeholder relationships.
• Demonstrates mastery in the skills required to shape meaningful interpersonal relationships i.e. building trust, demonstrating empathy and ability to balance care and dedication to clients with objectivity and independence.
• Is able to develop and maintain active long-term networks of relationships with individuals from multiple stakeholder constituenciesbility to foster and sustain a trusting, collaborative, high performance, and supportive demeanor across the holistic team.
• As a strong ambassador, is able to deliver, as appropriate, excellent customer service by mobilizing the right people, resources, and ideas within each client relationship.
• Robust project management aptitude, negotiation, and diplomacy skills, thus able to influence people effectively.
• Experience in stakeholder management, particularly with independant service providers.
• Organised, detail oriented and self-motivated.
• Excellent verbal, presentaion, reporting and written communication skills.
• High EQ and ability to manage expectations and deadlines within a demanding work environment.
• Willing and able to foster a Bankmed Ubuntu culture and build camaraderie within a team of multiple stakeholders.
• Ability to foster and sustain a trusting, collaborative, high performance, and supportive demeanor across the holistic team.

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