Executive Office Consultant at Kaelo

Job Description

• The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

• Manage service and channels: Direct, Indirect and outbound. Sanlam Gap specific queries within a 2 hour turnaround time.
• Manage all stakeholders with a focus on Sanlam Gap Broker consultants.
• Manage operational queries with immediate action and expectations
• Manage escalations and complaints
•  Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:
•  Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints
•  Considering whether such root causes may also affect the processes or products, including those not directly complained of; and
•  Correcting, where reasonable to do so, such root causes
•  Conduct monthly Trend analysis
•  Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments
•  Reporting and maintenance of all relevant registers
•  Manage Oncology Cuddle call program
•  High touch claims report management
•  Focus on the Customer journey and any improvements thereof

Qualifications
SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

• Executive queries and complaints resolution
• Knowledge and experience in the Health Industry

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

• Matric
• Computer literate
• Knowledge of FAIS legislation  
• Regulatory Exams a qualified representative level

PREFERRED

• 3 Years’ experience within the Gap Cover industry

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Customer focus
• Time management
• Excellent verbal and written communication skills
• Interpersonal skills

PREFERRED

• Product Knowledge

Additional Information

•       Accountability
•       Action orientated
•       Collaborative
•       Communication
•       Business writing skills
•       Manage complexity
•       Problem solving skills
•       Decision thinking
•       Encourages engagement
•       Resilient and adaptive
•       Resourceful
•       Demonstrates selfawareness
•       Purpose driven
•       Significance and values orientated