Head: Concierge & Amp; COID Assist (Parktown) at Rand Mutual - RMA

THE JOB AT A GLANCE

• The purpose of the Head: Concierge & COID Assist is to lead and manage the Concierge segment (Top 1 000 employers) and the COID Assist service capability. This role ensures the delivery of high-quality, responsive, and standardized concierge‑style service, supported by efficient case management, accurate claims navigation and streamlined operational processes.
• The role focuses on improving service experience, reducing bottlenecks, assisting employers and employees through the COID journey, and ensuring compliance with statutory requirements. It acts as the operational leader for medium-complexity portfolios and escalated COID support across the organisation.

WHAT YOU WILL DO

Segment Strategy & Business Planning

• Develop and implement the Concierge & COID Assist Strategy aligned to the Commercial & Partnerships model
• Identify service improvement opportunities to optimise customer experience, reduce pain points, and improve turnaround times
• Leverage insights and analytics from Strategy & Data teams to optimise portfolio management and service outcomes
• Ensure alignment with the organisation’s Partnership Framework and governance expectations.

Portfolio Management 

• Oversee the Concierge (Top 1 000) segment service performance, focusing on efficiency, responsiveness and SLA adherence
• Ensure standardised but personalised service models are consistently applied across the Concierge portfolio — as aligned to the segmentation framework
• Manage performance across onboarding, membership, policy administration, debtors, claims navigation and query resolution related to COID Assist
• Monitor, analyse and interpret service and claims trends to guide interventions and client engagement strategies.

COID Assist Oversight

• Oversee a dedicated support function assisting employers and employees with COID processes, documentation, case follow-ups and claims resolution
• Collaborate with COID, Legal Ops and Disability Management teams to ensure accurate case handling and escalations
• Ensure COID Assist maintains full compliance with statutory requirements and internal governance.

Client & Stakeholder Engagement

• Build trust-based relationships with employer representatives, key HR stakeholders, unions and internal business leaders
• Lead structured engagement forums — including service reviews, trend feedback sessions and process optimisation workshops
• Escalate high‑impact client issues and provide resolution leadership.

Operational Leadership

• Manage day-to-day operations to ensure seamless service delivery for Concierge and COID Assist clients
• Strengthen handovers between frontline, claims, onboarding, and technical teams
• Drive digital adoption and customer self-service for high-volume queries.

People Leadership

• Lead and develop a team of Concierge Relationship Officers, COID Assist specialists, and support staff
• Promote a culture of accountability, empathy, operational discipline and continuous improvement
• Build capability within the team through coaching, performance management and training.

Governance, Compliance & Reporting

• Ensure adherence to SLA, compliance, audit and regulatory requirements
• Collaborate with Legal, Risk & Compliance, Actuarial and Finance as needed
• Produce monthly reporting on portfolio performance, customer issues, segment KPIs and claims trends

Requirements

WHAT YOU'LL BRING TO THE TABLE

• Bachelor’s degree (NQF 7) in Business/Commerce/Insurance or related field
• 8+ years’ experience in Relationship Management, Key Account Management or Corporate Segmentation—3 years at senior level
• Proven experience managing high-value, complex portfolios
• Excellent commercial, negotiation, and stakeholder engagement skills
• Deep understanding of insurance, claims behaviour and corporate client environments.

Skills & Competencies:

Leadership & Strategy

• Strategic visioning and execution
• People leadership and team development
• Innovation and change leadership.

Sales & Growth

• Sales planning and forecasting
• Market development and sector strategy
• Partner and channel management.

Customer-Centric Execution

• Deep understanding of customer journeys
• Ability to implement tiered service models
• Data-driven customer engagement and VOC (Voice of Customer) insight integration.

Technical Skills

• Proficiency in CRM, sales analytics tools, and digital platforms
• Financial acumen with experience in revenue generation and budget management
• Strong report writing, presentation, and communication skills