Functional Head at Discovery Limited

Key Purpose

• The Functional Head: Account Management is responsible for leading and enabling a high‑performing Account Management function within CEB. The role ensures consistent, efficient, and client‑centric account management practices, drives the implementation of functional strategy, and acts as a critical link between Account Management, business stakeholders, operations, enablement teams, and systems.
• This role is accountable for driving account manager effectiveness, strengthening client engagement, embedding change initiatives, and ensuring that processes, governance, and performance management support the achievement of strategic and commercial objectives

Key Outputs

The successful applicant will be responsible for but not limited to the following job functions:

Functional Leadership & Strategy

• Drive consistent ways of working, standards, and governance across the Account Management function.
• Translate CEB strategy into clear functional plans, initiatives, and priorities for Account Management.
• Act as subject matter expert for Account Management across projects, operational changes, and strategic initiatives.
• Ensure functional readiness for business change, new products, systems, and operating models.

Account Management Enablement & Effectiveness

• Drive account manager effectiveness through fit‑for‑purpose frameworks, tools, and operating models.
• Partner with training teams to define learning, onboarding, and accreditation frameworks for Account Managers.
• Identify capability gaps and development needs through field engagement, performance data, and stakeholder feedback.
• Contribute to the design and rollout of incentive schemes aligned to business and client outcomes.

Change & Project Delivery

• Initiate, lead, and govern projects within the Account Management function from inception to completion.
• Design and support change management strategies to support adoption of new processes, tools, products, and structures.
• Ensure appropriate tracking, reporting, and benefits realisation for initiatives impacting Account Management.
• Provide functional sign‑off on requirements, specifications, test cases, UAT, and implementation readiness.

Operational Excellence & Governance

• Drive process efficiency, standardisation, and continuous improvement within Account Management.
• Ensure processes are auditable, controlled, and aligned to business objectives.
• Assist with maintenance of SOPs relevant to Account Management, ensuring changes are communicated and embedded.
• Monitor functional performance, identify trends, and implement corrective actions where required.

Stakeholder & Client Management

• Manage senior stakeholder relationships across business, operations, business integration, and systems.
• Act as a key escalation point for complex account management issues and operational queries.
• Drive clear communication and alignment on initiatives, changes, and performance outcomes.
• Provide insight and input to broader business decisions impacting clients and account management models.

Personal Attributes

The successful candidate will demonstrate:

• Strong leadership, coaching, and people management capability
• Strategic thinking with the ability to translate strategy into execution
• Excellent planning, organising, and decision‑making skills
• Strong influencing, communication, and stakeholder management ability
• High resilience and ability to perform under pressure
• Analytical, solution‑oriented, and result-driven mindset
• Adaptability and responsiveness to change

Education and Experience

Education / Qualifications

• Matric (required)
• Relevant business, commerce, or related degree (advantageous)

Experience

• Proven management and leadership experience (minimum 2 years)
• Experience in account management, client servicing, sales, or business integration (advantageous)
• Experience leading or contributing to complex projects and change initiatives
• Strong exposure to stakeholders and relationship management within corporate environments

Skills & Knowledge

• Strong analytical, reporting, and problem‑solving skills
• Advanced MS Excel and PowerPoint capability
• Understanding of account management, servicing, and client engagement principles
• Knowledge of employee benefits, healthcare, or financial services environment (advantageous)
• Familiarity with CRM, enablement, and performance management frameworks
• Strong understanding of CEB systems, products, and processes (preferred)