Position: Client Services Manager
Company: Mamoth health
Location: Maseru
Job Description
Mamoth Health (MH) is looking for a highly competent go-getter for the position of Client Services Manager (CSM) to oversee the facilitation of the servicing of its membership base, through exceptional relationship management activities in order to achieve its targeted goals.
The said professional will facilitate the creation, management, maintenance and update of relevant confidential information in liaison with all MH Managers, through the relationship management for on-boarding, off-boarding, communication and customer service delivery to members as required.
The CSM must possess, amongst other critical skills a positive professional attitude, understanding and demonstration of confidentiality, flexibility and versatility with high personal integrity, creativity, strong work ethic and sound values. The demonstration of confidentiality and empathy will be through quality information management and protection that will contribute to high performance on efficiency and effectiveness.
The manager will be required to ensure that the client relationship management activities cut across all departments to ensure alignment to the vision and mission of Mamoth Health as a healthcare funder, and so – customer relationship management, customer centricity and patient-centredness are critical to the success of the portfolio.
This portfolio reports to the Head of Services Management, and carries a 100% level of effort towards relationship management activities with supervision of five Service Consultants.
Qualifications & Experience
• Business Management / Marketing Management Degree
• At least 4 years’ experience working in the financial services sector and client services environment, preferably with a membership organization/business (Insurance, Banking)
• A customer centric individual with a mastery of MS Office (IT literate: Comfortable and conversant using word processing, databases, (excel) spreadsheets, project management software and web applications including email (e-mail etiquette).)
• Customer Relationship Management (CRM) skills and techniques
• Excellent administration, planning, organising, coordinating, research, and supervisory skills
• Ability to establish and maintain effective working relationships with other departments, clients/scheme members and service providers
• A professional demeanour, mindset, attitude, and respectful with a respectable approach towards people across varying spectrums
• The ability to manage conflict (conflict resolution) and address client queries with the utmost level of professionalism, communications etiquette and finesse to maintain sound client relations
• Able to remain calm under pressure and adapt to change within short periods while business is ongoing
• Ability to travel across the country to address client issues in collaboration with the relevant teams when required
• To develop, facilitate and implement membership development strategies, manage resources, set and monitor workflow priorities amongst the team
• In liaison and close collaboration with other MH Managers, to report on membership activity status showing satisfaction ratings and circulate progress reports on activities set against targets
• Own and manage the membership development strategy and review with co-managers all relationship management activities and offer ideas for improvement or change in all operational areas that impact service delivery
• To manage member communications including the development of world class response protocols and processes to member queries, in close collaboration with the production (design, development) and inventory of membership and communications/marketing material e.g., letters, newsletters, e-bulletins and brochures
• To facilitate client communication activities including the publication of press releases, organisational documentation and print material/resources in liaison with MH Managers and Group Marketing Personnel
• To hold regular departmental progress meetings for circulation of progress reports on activity against targets e.g., growth projections, relationship campaign effectiveness, response timescales for membership inquiries, etc.
• To anticipate problems and adjust the allocation of resources accordingly
• Inspire repeat-business from clients, conduct customer service workshops and presentations and monitor and measure client satisfaction
• Liaise with different departments about client queries
• Develop customer satisfaction surveys and offer product/service advise to clients
• Maintain accurate records and document all customer service activities and discussions.
• Create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
• Coach and support team members to help them meet departmental goals
• Assess service statistics and prepare detailed reports on findings to improve service levels by developing:
I. Membership retention strategies and activities
II. Membership recruitment and retention statistics and review member research and make recommendations
III. Membership protocols, policies and procedures
IV. Other related activities, including affinity and sponsorship initiatives
Skills & Attributes
• Excellent Command of Sesotho and English (written and oral communication skills in both languages)
• Customer Relationship Management & Customer Centricity
• E-mail Etiquette & Excellent Writing and Speaking Skills
• Active Listening & Execution of CRM Mandates
• Excellent Interpersonal & Leadership Skills
• Knowledge of Data Base Management Programs/Software
• Outstanding / Excellent Communication & Presentation Skills including Strong Telephone Etiquette
• Outstanding Organisational & Time Management Skills
• Emotional Intelligence & Problem-Solving Mindset
• Drivers Licence
• Understanding of basic financial principles
• Computer Proficiency particularly Microsoft Excel
• Strong Administration & Negotiation / Conflict Resolution Skills
Closing Date – Friday 13th May 2022 @ 17h00
Submissions – [email protected]