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Seniority (Banking, microfinance, insurance)
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Madison Insurance Group
Banking + 2 more
Description
Experience and Knowledge Required
Academic and Professional Qualifications required
- At least 3 years’ supervisory/managerial experience in a busy healthcare insurance environment
- Demonstrated knowledge of managing client service operations
- Demonstrate good understanding of healthcare insurance business operations
- Addressing operational concerns and issues, monitoring overall customer satisfaction
- Demonstrated experience engaging clients and intermediaries at high level, and negotiating renewal terms
- Demonstrated understanding of market dynamics in healthcare insurance industry
- A degree in Business Administration/Marketing/Insurance/Operations or equivalent
- ACII or AIIK or CIM qualifications or good progress
Responsibilities
- Develop and continuously monitor measures to support service delivery to ensure delivery of the service charter of the company and the Service Level Agreements in place
- Develop mechanisms for client engagement and feedback to achieve Customer Service Index targets for the Healthcare business
- Oversee, and support the retention team and ensure renewal of the existing clients as per the set targets by managing the customer journey culminating to renewal
- Maintaining strong working business relationships with Intermediaries, Clients, all departments and all business stakeholders
- Monitor the implementation of the customer retention benchmarks for all clients to ensure 100% execution including member education, scheme performance reviews
- Collaborate with clients and other teams to design and implement innovative solutions that meet client needs and enhance value proposition in service delivery
- Constant engagement with clients on scope of cover, processes, scheme performance, health talks, service meetings, renewal meetings and drive solutions to maintain overall performance within set business parameters
- Ensure timely debt collection, receipting and allocation as per the company Credit Policy in collaboration with Credit control team
- Ensure compliance with all insurance regulations and company’s policies and procedures
- Mentor and guide the client retention team to support their learning and growth
- Accurate and timely reporting of client feedback, needs and other client management reports
- Any other duties assigned by management from time to time
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