Reference Number MMH241024-3
Job Title Team Leader: Client Liaison
Position Type Permanent
Role Family Client Services
Cluster Health Solutions
Remote Opportunity None of the time
Location - Country South Africa
Location - Province North West
Location - Town / City Rustenburg
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.
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
Lead a team to support clients with requests, inquiries, escalations and documentation, ensuring adherence to Service Level Agreements and compliance with applicable legislative and regulatory standards.
Requirements
- A National Senior Certificate is essential
- A business-related diploma or degree is preferred
- RE5 Certification is highly advantageous
- 3 - 5 Years experience in a client service environment with proven knowledge of customer service principles and practices
- 2 - 3 Years leadership experience is preferred
- Previous working experience in the medical scheme industry with sound knowledge of the Medical Schemes Act and regulations is required
- Previous experience working with trade unions is advantageous
- The incumbent must have a valid driving licence and be willing to travel in their own insured vehicle for work purposes
- Language proficiency in both English and either Zulu, Setswana or Sesotho is essential
- 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.
- Act as an escalation point to the team in addressing and resolving client queries.
- Ensure teams adherence to correct procedure and protocol when following up on and attending to queries.
- 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 adherence of quality and consistency in service delivery and client experience.
- Daily workflow management and effective resource planning, identification of problems and problem resolution.
- Analyse quality assurance measurements to ensure trends are identified and corrective actions and improvements implemented.
- Ensure professional communication with all stakeholders.
- Manage, monitor and control the continuous training of staff.
- Continuously conduct client climate intelligence assessments and convert to insights for better service delivery decision making.
- Travelling using own vehicle to the North West Province, Free State as well as extensively in the Gauteng region, and other areas if required.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Develop and maintain productive and collaborative working relationships with key stakeholders in the various channels, operational teams and clients.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving team cohesiveness and performance.
- Identify opportunities to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Communication skills (both written and verbal)
- Planning skills
- Interpersonal skills
- Analytical skills
- Ability to work under pressure
- Stakeholder engagement and management
