Senior Manager: Provider Contact Centre at AfroCentric Group

Job Description

About the Role

We are looking for a Senior Manager: Provider Contact Centre who will effectively manage call centre and support departments, resources, processes and budget in order to deliver a customer-centric business environment

Who we are looking for

Type of person

• The candidate must be able to develop others, be assertive, be able to drive influence, have a sense of urgency, must be able to deliver results and must be able to effectively lead others.

Skills:

• Conflict Management
• Demonstrates Creativity
• Demonstrates Customer Focus
• Demonstrate Customer Commitment
• Innovate and Takes Risks
• Communication Skills
• Business Writing Skills
• Relevant systems knowledge and application
• Knowledge and application of relevant legislation
• Report writing skills
• Attention to Accuracy and Detail
• Problem Solving
• Customer Focus
• Business Acumen

Experience:

• 5 years experience in the health care industry on management level.

Qualifications:

• Business Management degree or relevant business qualification

What you will do:

Compliance and Risk Management:

• Legal, statutory and regulatory compliance on all requirements are implemented and maintained at defined standards for area of responsibility
• Operational structures, measures and frameworks for risk control, management and governance within the area of responsibility are implemented
• Ensure area of responsibility is a valuable contributor to the Medscheme / AfroCentric Health social awareness and corporate citizenship objectives and strategy

Continuous improvement:

• Ensure all enhancements are successfully implemented across all affected departments -Identify operational and system weaknesses and implement refined processes, Standard Operating Procedures and systems
• Ensure all policies and processes are documented and maintained
• Drive the development and maintenance of the operational efficiency (adjudication engine) rules
• Interact with other departments to integrate processes

Financial Management:

• Accountability for allocated cost centre budget, variances, reports and overall financial management

Operating Model:

• Ensure appropriately staffed and managed call centre and admin departments
• Continuously monitor service levels according to agreed standards and ensure that high service levels are maintained
• Develop operational plans to meet the defined delivery objectives, supporting and being supported by peer teams and areas of responsibility
• Optimise the core operational internal processes and internal supply chain and resolve operational conflicts

Operational Implementation of Strategy:

• Plan and implement changes to the operations of the area of responsibility to respond to macro and micro-economic conditions, legislation, competition, market sentiment and the industry in general
• Provide input into and develop the business plan for the area of responsibility
• Ensure business plan is implemented in a manner that supports operational, quality and market imperatives
• Communicate business plan in alignment with strategic context and strategic implementation plans to ensure operational best practice and continuous improvement

Operational Leadership:

• Ensure staff training is identified and executed
• Accountability for the operational performance by team as per Human Capital frameworks and policies to ensure delivery to agreed standards and objectives

Stakeholder Management:

Resolve customer problems either through direct personal action or referral to alternative resources Ensure appropriate, active and informative relationships with customers, value chain partners and industry players (if applicable) are in place.