Client Experience Functional Head at Discovery Limited

About Functional Head (Manager)

The successful candidate will be responsible for driving functional support for the Service Teams, who service members and providers, for Acute and Chronic benefits, and claims, as well as implementing projects and strategies to achieve operational efficiencies and improve the customer experience.

Key Purpose

 The successful applicant will be responsible for but not limited to the following job functions:

• Lead a team of Functional Coordinators and develop and maintain servicing support structures to deliver on the strategic objectives of the business
• Contribute to the conceptualization, and implementation of new initiatives, daily operations, and Year-End projects. This will require defining business requirements, conducting impact assessments, and providing support to ensure successful implementations in line with the overall business strategy.
• Collaborate on the development of project plans including researching various implementation solutions, defining the impact on servicing and making recommendations on the optimal solutions
• Compile and present project initiation documents at various forums
• Regularly review and update business cases, project plans and specifications
• Stakeholder management and engagement - Collaborate with key stakeholders, such as but not limited to member and provider Service Teams, Clinical, Service and Ops Executives, Service Team Management, Marketing Services, Compliance, Systems, Risk Management, Research & Development, Finance, Field Force, Data Science
• Develop and implement change management processes for new initiatives
• Provide regular project status updates and reports for all relevant stakeholders
• Measure and track the effectiveness and impact of initiatives
• Ensure that operational areas are supported on performance monitoring and reporting and provide support and operational guidance where appropriate
• Review audit findings relevant to the function and implement necessary steps to address them
• Stay abreast of international and national industry trends and best practice
• Chair meetings and forums

Personal Attributes and Skills

• Ability to make prompt, clear decisions, which may involve tough choices and considered risks.
• Exceptional interpersonal and networking skills at different levels.
• Strong analytical ability with numerical and qualitative data.
• Coaching and people development skills
• Decision-maker with a solution-oriented approach that is able to identify, drive, and implement effective decisions.
• Dynamic, strategically minded visionary who adapts to changing circumstances.
• A proactive approach to identify opportunities for continuous improvement in the organization.
• Design, communicate and implement new processes across all teams

Minimum Qualifications & Experience

• Matric
• Minimum 5 years industry experience - Health / Medical Aid product and process
• MS Office intermediate knowledge (i.e., Word, Outlook, Excel, etc.)
• Client Service / Contact Centre experience
• Team Leader / specialized experience
• Analysis / operations management experience
• Project administration / initiatives experience

Advantageous

• Customer journey mapping and process implementation
• Bachelor’s degree