Careers 

Client Services Manager

Role description:

Optivest Health Services, a leading medical scheme and health cover consultancy, is seeking a Client Services Manager at the head office in Durbanville. This role will report to the Head: Customer Engagement, as part of the Customer Value proposition portfolio and take full responsibility for service design and delivery within MedXpert, the service division of Optivest Health Services. You will manage day-to-day responsibilities of the Client Services Team, actively hold and manage relationships with Service providers and stakeholders, and drive the overall Customer satisfaction objectives and contracted deliverables.

To ensure success in this role, the ideal candidate should demonstrate excellent active listening and communication skills, good personal presentation, politeness, and tact, and be able to function in a high-pressure environment. The noteworthy client services manager should provide timely solutions to client’s problems, build sustainable and continuous relationships with clients, show initiative and drive when dealing with client requests, and assist in developing marketing material and sales strategies.

MAIN RESPONSIBILITIES/TASKS:

  • To ensure servicing and retention of existing client base.
  • To ensure that agreed financial and growth targets are met in line with set targets.
  • To take ultimate accountability for driving of the full client services proposition and delivery
  • To accurately complete and update the designated service processes on an ongoing basis (processes, client engagement programmes, surveys, etc.)
  • Ownership of reporting related to Client services matrix
  • Manage, oversee and develop the Client Services Consultant team, responsible for service delivery
  • Establish targets within the client services division and its team(s) and develop plans to achieve them.
  • Develop effective communication platforms for clients and staff.
  • Inspire repeat-business from clients.
  • Conduct customer service workshops and presentations.
  • Monitor and measure client satisfaction.
  • Liaise with different departments across the business regarding continuous improvement of Client Service measures
  • Develop surveys and capture client information.
  • Deal with client requests/complaints and troubleshoot problems.
  • Champion and drive transformation of the business to a truly Client Centric organisation.

 

MINIMUM EDUCATION, QUALIFICATIONS, EXPERIENCE REQUIRED:

  • National Senior Certificate (Matric)
  • Tertiary education, preferably in a technical or business degree or diploma or BCom Degree or Project Management Certificate will be an advantage.
  • RE 5 / KI qualifications strongly advised
  • Minimum of 10 years in Financial Services/health cover / medical scheme industry
  • Minimum of 5 years’ experience in line management role

 

PERSONAL CHARACTERISTICS

  • Strong communication skills.
  • Ability to meet deadlines/pro-active
  • Above average Computer literacy
  • Calm, polite, and professional behaviour.
  • Reliable and self-motivated.
  • Strong business acumen
  • Exceptional service orientation.
  • Leadership skills
  • High emotional intelligence

 

REMUNERATION AND BENEFITS

Remuneration and benefits of this role will be commensurate with that of an industry related role of this size, responsibility and level of operation.

POPI Disclaimer

All parties agree that they will comply with POPI regulations and process all the information and/or personal data in respect of the services being rendered in accordance with the said regulation and only for the purpose of providing the Services set out in the agreement to provide services.

It is confirmed that by submitting information to Optivest Health Services Careers Portal, irrespective as to how such information is submitted, you consent to the collection, collation, processing and storing of such information and the use and disclosure of such information in accordance with POPI.

Optivest Health Services Careers, all the parties to this agreement, the service provider’s employees and the client’s employees and any subsequent party/parties to this agreement acknowledge and confirm that;

  • One or more of the parties to this agreement, will possess and will continue to possess information that may be classified or maybe deemed as private, confidential or as personal information.
  • Such information may also be deemed as or considered as private, confidential or as personal information of any third person who may be directly or indirectly associated with this agreement.
  • Further it is acknowledged and agreed by all parties to this agreement, that such private, confidential or as personal information may have value and such information may or may not be in the public domain.

Further it is specifically agreed that Optivest Health Services will use its best endeavours and take all reasonable precautions to ensure that any information provided, is only used for the purposes it has been provided.

 

To apply, send your CV and supporting documents to vacancies@optivest.co.za. Please indicate clearly the position you are applying for.

 

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