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Head-Customer Experience

Reference: 

1079821

Location: 

Bellville

Source: 

MMI Holdings Limited

Job Main Aim:
In conjunction with the General Manager and business unit EXCO, ensure that the relevant client strategic objectives and mmi strategic objectives and contractual obligations are met, whilst managing:

Optimal service levels, compliance and capacity planning in a rapidly growing environment;
Improvement in quality measurement and outcomes;
Identification of areas requiring improvement in the operational areas;
Improvement in member advocacy measurement and outcomes;
Investment in people, including transformation at all levels;
Optimal mmi profit margins - cost savings or revenue generation;
Broader team and business contributions.

To oversee and take accountability for key quality and customer experience functions and as a result ensure that MH continues to efficiently and effectively provide leading administrative services, with a high focus on rolling out innovative products and services, to the scheme and its members. Provide strategic and proactive assistance to the General Manager in managing the GEMS business unit.

Job Objectives (key outputs):

Provide strategic direction and vision to all departments reporting to this portfolio;
Responsible for the overall management, oversight and smooth functioning of the Customer Experience, Quality Assurance, Fund Management and Communication departments;
Ensure that service level agreements (SLAs) for the Customer Experience, Quality Assurance, Fund Management and Communication departments are maintained and where possible improved upon with a specific emphasis on member satisfaction;
Validate existing standards against current business processes and propose new benchmarks where process change has been effected;
Ensure that work methods, systems, procedures and operations in the scheme administration and managed care service environment are enhanced and improved upon on a continual basis;
Ensure that quality and enhancement initiatives are introduced within all divisions reporting to this portfolio, and also support the other operational departments within the business unit in this regard.
Manage capacity planning at all levels in consultation with the General Manager
Form part of the Executive team and will actively engage in reaching the goals of the business unit.
Oversee the interfaces between the Scheme and all Business Partners from an MMI relationship perspective
Monitor that Service Level Agreements for the operations departments are maintained and where possible, improved upon with a specific emphasis on member satisfaction

Qualifications

Matric or equivalent qualification
Degree required ideally in the areas of Business administration

Experience

At least 5 years in the Medical Aid environment
Operations background advantageous

Knowledge and Understanding

Medical Aid environment
Quality standards

Leadership Competencies

Shapes, Shares and Aligns Strategy
Achieves Results and Performance
Engages, Leads and Develops People
Manages and Develops Self
Communicates and Influences

Key Performance Areas

Internal and External service levels
Quality Improvements
People Management
Member Advocacy
Financial Management
Internal and External Integration

Values

Accountability
Diversity
Excellence
Innovation
Integrity
Teamwork

Should you not hear from us within 2 weeks of application please note that your application has been unsuccessful.

Industry: 

Call Centre

Job Type: 

Permanent

Date Posted: 

2017-01-10