Head: Customer Services

at  Health Solutions

INTRODUCTION

Momentum Health, 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.

REQUIREMENTS

• Grade 12 or equivalent
• B-degree or equivalent business related qualification (advantage)
• 10+ years’ relevant experience in client services management (essential)
• 6 - 8 years’ people management experience in a financial services environment (essential)
• Management or leadership development programme (advantage)
• Extensive financial services industry knowledge.
• Knowledge of client service, administration and operations policies, procedures and processes as well as industry standards.
• General knowledge of all business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.

ROLE PURPOSE

Translate business strategy into the client service strategy and oversee the operational execution of the client services strategy to drive client experience and the achievement of business objectives.

DUTIES & RESPONSIBILITIES

• Craft and implement a client service strategy that delivers on the brand promise and creates a memorable client experience, in line with business objectives.
• Oversee the management of interdependencies across departments to achieve efficient service objectives.
• Oversee the implementation of mechanisms, systems, processes and practices that enhance service delivery and the client experience.
• Oversee mechanisms used to monitor, report and improve service delivery and operational efficiencies to drive an environment of continuous improvement.
• Contribute to and interface with segment and group forums with an operational link that impacts on operational delivery.
• Collaborate with centres of excellence (COEs), develop standard operating procedures in order to determine the optimal process to implement the various products and solutions.
• Develop measures for operational excellence and develop a reporting framework for tracking these measures.
• Implement initiatives that drive operational efficiencies, reducing operational risk and drive operational excellence throughout process, practice and people perspectives.
• Contribute to the improvement of current products and services that can potentially lead to higher profitability and improved client service.
• Plan and implement a cycle of short-term improvements to drive operational delivery.
• Implement initiatives that drive operational efficiencies, reducing operational risk and drive operational excellence throughout process, practice and people perspective.
• Use data and analytics to build and provide personalized and customized service solutions for customers.
• Proactively analyse data, trends and research to provide insights which informs business decisions and influence the strategy.
• Build and maintain relationships with clients and stakeholders that promote cross delivery practice solutions.
• Contribute to sustaining a competitive edge through external networking and benchmarking and representation on related forums.
• Define fair and innovative client service practices which build rewarding relationships, and allows team to provide exceptional client service.
• Engage with key internal and external stakeholders to identify changing client needs and make recommendations to align service offering with client needs.
• Manage a client service excellence culture which builds enduring relationships and allows team to provide exceptional client service.
• Manage the introduction of new channels for client interaction in order to improve client services against service expectations.
• Be a member of and make positive contributions to Professional Bodies and Stakeholder Groups
• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Develop, implement and manage a People Capability plan that ensures that the function has the human resources and skills required to deliver on the strategy for the short-, medium- and long-term.
• Identify, attract, appoint, grow, engage, reward and retain top talent to drive strategic execution.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational 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.
• 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
• Ensure that employees are effectively recognised and rewarded in line with organisational practice and governance set by the REM committee.
• Encourage innovation, change agility and collaboration within the teamIdentify 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
• 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.
• 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.