Assistant Manager - Client Retention, Healthcare Division

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

Academic and Professional Qualifications required

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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Assistant Manager - Client Retention, Healthcare Division

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