Stakeholder Liaison Officer at Rand Mutual - RMA

Job description

PURPOSE:

The person would be an intermediary between the company and its stakeholders (Medical Service Providers and Employers) to meet their needs for information, support, assistance, reports and training. Accountable for day-to-day operations of the office including supervisory and administrative functions. Maintain communication between staff and Head Office as well as providing support, guidance, and training to stakeholders.

KEY OBJECTIVE AND KEY STANDARDS

KEY OBJECTIVE

• Relationship Management
• Training management
• Planning and Management of Unit

KEY STANDARDS

• Provide support, guidance, and training
• Stakeholder Engagement - maintaining good relationships with all stakeholders

COMPETENCIES

• Communication.
• Contributing to Team Success.
• Decision Making.
• Work Standards.
• Applied Learning.
• Customer Focus.
• Planning and Organising

POSITION SPECIFICATIONS

EDUCATIONAL (Minimum level necessary to perform the job).

• Professional / Tertiary Technical knowledge of COIDA or life insurance
• Bachelor’s degree or equivalent in health, community or business

MINIMUM REQUIREMENTS

• Technical knowledge of COIDA or life insurance
• Bachelor’s degree or equivalent in health, community or business
• Computer literacy (MS Office - Intermediate).
• Ability to interface with clients and staff.
• Excellent verbal communication and writing skills.
• Ability to work under pressure and meet deadlines.
• Good presentation skills and ability to interact with middle and senior management.
• Own transport.
• Valid driver’s license

OTHER REQUIREMENTS

• Leadership skills.
• Must be able to travel for business related matters.
• Ability to check work accurately.
• Proficient in the use of e-mail and internet.
• Knowledge of Financial accounting would be an advantage.
• Administrative skills.
• Good Self-image (Presentable)

EXPERIENCE (Minimum necessary before being considered for the Job)

• 2 years’ supervisory experience.
• 2 years in the insurance industry
• 2 years in sales/business development in a B2B environment

TRAINING (Essential training received in addition to the above experience to perform the job).

• Operations processes and policies
• RMA Customer Care
• RMA Core Products
• PERIOD OF ON-THE-JOB TRAINING
• 2 Day company in – house induction course

OTHER REQUIREMENTS (Attributes)

Interpersonal skills

• Planning & organising
• Attention to detail and quality
• Creativity
• Proactivity
• Leadership skills
• Good Self-image (Presentable)

LIST OF CRITICAL OBJECTIVES

CRITICAL STANDARDS

KPA’s Key Performance Indicators

• Relationship Management
• Liaising and maintaining good relationships with all stakeholders.
• Calling on prospective customers for the purposes of acquiring new business
• Address customer satisfaction issues promptly.
• Identify training requirements and organise with the relevant departments
• Providing first line product, process and technical support to customers
• Stakeholder training management
• Facilitating training with relevant departments
• Sourcing brand and stakeholder venue for workshops
• Managing the set up and registration process
• Managing and closing the loop for clients regarding queries coming from those workshops
• To maintain cordial relationships and discipline amongst the staff.
• Ad hoc duties as and when the business requires Customer relations
• Query resolution within SLA
• Acquisition of new business
• Identify training requirement
• Training Management
• Technical support to client a per SLA