Job Description

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  Job ID: 76209
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  Date Posted: Posted 2 days ago
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  Expiration date: December 4, 2023
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  Location: Kimberly
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  Job Title: REGIONAL MANAGER (CLIENT LIAISON) xe2x80x93 KIMBERLY xe2x80x93 NORTHERN CAPE

SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE Essential

• At least a 3 years relevant tertiary qualification (qualification as per FSCA approved list)
• RE 1 and RE5 qualification an advantage
• Minimum of 3 yearsxe2x80x99 experience in the industry
• Class of business Health benefits an advantage
• Ensure compliance with the FAIS ACT and subordinate legislation at all times.
• Compliance Qualification (Advantageous ).
• Financial Planning (Advantageous)
• At least 3 years management experience
• Have good Leadership skills
• Be passionate about customer service
• Be Self-motivated and pro-active
• Have excellent interpersonal skills
• Have good written and verbal communication skills
• Be able to negotiate
• Be able to work well in a team environment
• Be results and targets driven
• Have conflict management skills
• Be analytical and have attention to detail
• Desirable
• Sound understanding of Medical Scheme Industry

KEY RELATIONSHIPS Internal:

• CLIENT staff
• CLIENT Service Providers
• CLIENT EXCO and Management

External

• Employing departments
• CLIENT StakeholdersScheme Members

LIMITATIONS Medical Schemexe2x80x99s Act and Regulations Scheme rules, policies and procedures

• Scheme Communication Strategy
• Schemexe2x80x99s Strategic and Operational Plans
• Financial Advisory and Intermediary Services Act & The General Code of Conduct

KEY PERFORMANCE AREAS, CORE COMPETENCIES, CLIENT VALUES Administration and support

• Provide support and guidance to Client Liaison Team Leaders to achieve set target, improve the quality of their service
• Oversee that high standards are maintained by ensuring that the team produces excellent work

Budget, expenses and procurement

• Manage the CLO unit budget
• Ensure that the Unitxe2x80x99s expenditure and procurement processes are line with the Schemexe2x80x99s Supply Chain
• Management policies policy

Correspondence And Documentation Processes

• Conduct regular feedback sessions on performance against set targets
• Ensure that a quality service is offered to members on site and queries resolved on site are maintained at the required resolution rate
• Ensure that escalated queries are resolved in line with agreed processes and within the required turn around times
• Maintain positive Scheme member and Stakeholders relationships and test these by engaging Stakeholders directly
• Ensure effective communication of Scheme information to members and Stakeholders
• Establish and maintain effective communication and integration with the Schemexe2x80x99s Administrator and Tele- marketing team
• Ensure adherence to internal policies and procedures Clear Communication
• Prepare reports, analyse trends and submit recommended interventions on the operation of the Unit for management decision making
• Compile weekly and monthly reports on the operation of the Unit for submission to the Senior Manager: Communications and Member Affairs

Project Management

• Manage daily operations of the Unit
• Set performance targets, plans and goals for the Team Leaders
• Prioritise activities and projects and ensure timeous execution of the plans
• Ensure continuous improvement in the quality of work rendered by the team
• Measure service performance of teams against predefined service metrics and provide recommendations for performance improvement

Forums And Committees

• Forge links or partnerships with stakeholders by engaging with them
• Ensure that internal and external channels are coordinated and collaborated
• Participate in SPN forum meetings

Technical Expertise And Application

• Oversee that all new systems are effectively applied
• Communicate effectively with internal and /or external clients Conduct regular feedback sessions with the team on set targets
• Maintain positive Scheme member and stakeholder relationships
• Facilitate Effective communication between members and stakeholders
• Establish and maintain effective communication with the Schemexe2x80x99s
• Administrator and marketing team to coordinate events

Risk Management

• Ensure CLO interactions are within protocols and processes agreed with departments
• Ensure that the CLO risks are identified, assessed and mitigated

Staff Management Responsibility

• Clearly define roles and responsibilities
• Allocate duties, deadlines and resources
• Monitor and manage Client Liaison Team Leaders daily activities
• Ensure adherence to work schedules by the Client Liaison Team Leaders
• Clearly define roles and responsibilities of each team member and team leader, as well as the administrative support staff
• Ensure that the Unit effectively represents the CLIENT brand, mission, vision and values at all times
• Manage all staff of the unit
• Ensure that staff is adequately trained and capacitated to perform
• Ensure that staff is motivated and rewarded for performance
• Manage the HR environment in accordance with the
  Schemexe2x80x99s HR Policy