General Manager/Client Services

POSITION:

: General Manager - Customer Care / Client Services

Location: Woodmead

Reporting to: CEO

Special requirements: MUST have medical industry experience

Salary: R67 000.00 CTC – medical aid subsidy will be added to this should the successful candidate join the Company medical aid. CTC also includes provident fund and funeral cover.

Job summary

To drive Customer Care across the business and to augment the service levels and satisfaction of members whilst remaining responsible for the efficient and effective functioning of the Client Services department.

The role further involves, but is not limited to the following responsibilities:

• Responsible for Customer Care strategy and improvement across the business with the aim of enhancing customer satisfaction.
• Liaising and engaging with stakeholders across the business to drive increased Customer Care and implement procedures to quantifiably measure improvement in various areas.
• Efficient management of the Client Services Department by providing adequate guidance, support, mentorship and management to the managers in this area. This will include reporting responsibilities of managers in the client services unit.
• Implement measures to increase efficiencies and effectivity in the Client Services department – this will include an array of frontline and back office roles.
• Remain abreast of developments in the industry at all times – in terms of legislation, products and customer interactions / services – by attending educational workshops and sessions, reviewing professional publications and literature, establishing and maintaining personal networks, benchmarking practices and similar measures.
• Engage in regular meetings with various parties to enable achievement of the objectives of this role.
• Prepare reports spanning all areas of responsibility by collecting, analysing and interpreting information and data.

Minimum Requirements:

• Grade 12.
• Relevant 3 year qualification / degree (preferably in Business Management or similar).
• 10 years’ relevant experience in a corporate environment within the healthcare industry.
• Experience in managing a customer care environment.
• Strong customer-centric approach.
• Excellent Communication skills – verbal and written.
• Knowledge of the Medical Schemes, Healthcare Administration and Insurance industries.
• Strong interpersonal skills and ability to build & maintain relationships.

Personal Attributes:

• Ability to work under pressure.
• Professional approach to time, costs and deadlines.
• High levels of integrity and work ethic.
• Results driven / Output Oriented / Goal Oriented.
• Attention to detail.
• Self-motivated and resourceful.
• Flexibility and ability to function in a dynamic environment.