Senior Manager: Client Liaison Services - 6 Months Contract - Medical Scheme - Pretoria
The Senior Manager: Client Liaison Services will report directly to the Chief Marketing Officer and forms part of the Member Service and Experience Division. The position is based in Head Office.
Key Performance Areas (KPAs):
Develop strategic, operational and project plans for the Division
Oversee the roll out of client liaison services and establishment of offices in provinces
Set targets and operational processes for CLO provincial offices
Drive overall performance across provincial teams and facilitate a stimulating and supportive environment
Maintain, standardise and increase the member services standards across provinces
Ensure that all CLO plans are implemented and service SPN level agreements are adhered to
Develop progress reports with a specific focus on quality, delivery, adherence to deadlines, consistent risk identification and mitigation
Develop and submit analytical reports and presentations showing operational statistics and recent trends to the E:CMA for further use in Exco, Board and Committee meetings
Develop needs analyses to ensure that all project plans are specific, focused and clearly defined
Establish stakeholder engagements (inter-divisional and external) that are necessary to roll out member services
Monitor SPN performance against member servicing SLAs
Develop an track the operational budget for Client Liaison Services across provincial offices
Manage training, development and mentorship of staff.
Manage all the staff in the unit in accordance with the scheme’s HR Policy.
Qualification, skills and competencies requirements are:
Degree and Honours in marketing, sales, business development
At least 8 years of functional work experience with 5 years Management experience
Project management skills
Computer literacy skills
Information management skills
Planning and organizational skills