Segment Support Manager at Discovery Limited

Job Purpose

The Discovery Retail Health Solutions business is looking to recruit an exceptional individual who will be responsible for managing and monitoring the strategies for delivering growth in the retail health solutions space. The Retail Health Solutions business is focused on new markets, particularly individuals who are currently uninsured, aiming to grow into this space with the newly developed, innovative health and wellness products that Discovery has on offer. Retail Health Solutions is an area that houses Discovery Health's new market businesses, including:

• Flexicare
• Prepaid
• Trauma
• Gap Cover
• and any other solutions that may be developed in future to add value to this market

We are looking for a smart, self-driven person who is a natural problem solver and who delights in being challenged and innovative in a results driven manner.  This is a rare opportunity for someone who wants to walk the path of developing a new market as you venture into a stimulating and exciting career.

The Segment Support Manager will support the Managing Executive within the New Markets Division, Retail Health Solutions portfolio by:

• Taking ownership and driving the portfolio strategies to implementation
• Managing the day-to-day execution of projects with multiple teams across the business
• Designing and executing a customer value management framework
• Identifying opportunities for business improvement and efficiencies
• Provide support to ensure the acquisition of new business and business imperative projects.

Key Outputs may include but are not limited to:

• Preparation of proposals for strategic partnerships, new business and new products for both external and internal distribution.
• Assist in the development of a Customer Value Management (CVM) framework leveraging key market insights and advanced analytics.
• Implement the CVM framework leveraging the key areas across the business.
• Pro-actively design, create, execute, and monitor strategic interventions/campaigns for retention, churn and cross sell.
• Continuously optimize tactics to improve effectiveness in achieving targets.
• Regularly track and manage the performance of the CVM, retentions, sales levels
• Understand the market trends and dynamics, and gather, review and organize segment customer data and profiles into segments.
• Collaborating with teams such as R&D, marketing, sales and operations to ensure that the strategy and set standards are achieved.
• Input into operational design and process efficiencies.
• Project ownership and/or project management of strategic initiatives.
• Support product design and guide and influence design of processes to enable delivery.
• Provide ongoing reporting, analysis, and insights.
• Detailed research and analysis to provide substance to the ideas and direction of the employer executive team.
• Business reporting and compliance for the business to internal and external stakeholders including board meetings, regulatory engagements and excos .

Role Specific Attributes

• Strong analytical, problem solving and research skills
• The ability to think creatively and pursue innovative, alternative approaches
• An ability to deal with complexity, ambiguity and constant change
• An ability to deal with complex issues as well as migrate between detailed and high level requirements
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• A keen interest and deep understanding of business dynamics and strategic challenges
• Ability to influence and negotiate with impact across divisions and teams at all levels, and with external parties
• Sophisticated written and verbal communication skills for executive-level internal and external delivery
• A passion for personal development and growth, with a high learning potential
• A commitment to excellence and high-quality delivery
• Energy, enthusiasm and the need to want to find the “fun” in the work
• Drive and commitment to exceed expectations- the desire to be the best
• Reliability and dependability — can be counted on

Work Experience

• A minimum of 7 years in Customer Value Management (CVM) and at least the last 2 years in a leadership role.
• A minimum of 3 - 4 years Healthcare and/or Insurance business experience with clear leadership responsibility for key business objectives
• Strong experience in retail customer experience and journey, churn retention, campaign management and customer lifecycle management.
• Advantageous: Experience in the management of a retail insurance product with a proven track record of innovation, delivery, and performance
• Advantageous: Management consulting or telecoms industry background

Technical Skills or Knowledge

• Insights into the uninsured segment
• Developing customer value management
• Analytical thinking and ability to formulate compelling business cases
• Expertise in Customer Value Management (CVM) strategy and leverage key insights and advanced analytics
• Excellent PowerPoint skills

Education

• A completed business-related tertiary qualification or actuarial qualification (with intentions of gaining non-traditional business experience)