Operations Lead - Health - Pretoria (Midrand) at SWIFT

QUALIFICATION & EXPERIENCE

• Essential: Matric or equivalent Senior Certificate.
• Undergraduate Degree in Business Development or related field
• Advantage: Post Graduate degree
• Essential: Minimum of 3 – 5 years’ experience in operations or similar role
• Advantage: 3 years’ experience in an operational role in Health Care, Retail or financial services

 OBJECTIVE/PURPOSE

•  Support operational activities, projects and processes of the company's Health and extra rewards.
• Prepares and analyses data for the company's Health and the extra rewards programme.
• Continuously strives to improve efficiency and ensure conformance to standard procedures and practices.

 ROLES & RESPONSIBILITIES

 Operations

• Establish effective operational processes within the company's Health Insurance landscape.
• Collaborate with other internal business units, to support the successful execution of the company's Health Insurance and related products and the extra rewards programme.
• Represent the company in operational projects involving our Insurer (Kaelo) and other third party stakeholders to ensure the successful delivery of the company's Health projects in line with our Policies, Procedures and standards of doing business.
• Initiate and oversee internal projects for the successful delivery of policyholder healthcare benefits with Retail, Dispensary and Clinics teams.
•   Efficiently manage client queries and resolve client issues.
• Oversee the operational aspects of extra, the rewards programme for the company's Health Policyholders including systems, customer service processes and complex queries, vendor billing and rewards basket amendments.
• Continually review operational processes, identify operational challenges, recommend and implement solutions and improvements.

 Data management and Reporting

• Oversee data management, analysis, and reporting for the company's Health and the extra rewards programme.
• Oversee the creation and maintenance of Power BI reports for seamless reporting to management updates, Joint operations updates (with Kaelo) and internal updates.

Customer Service

• Ensure the company's Health/ extra customer service agents receive the necessary training from Kaelo (Health Insurance) and personally facilitate training on extra.
• Ensure extra queries are efficiently resolved by customer service agents and oversee the resolution of complex extra related queries related to operations complications.
• Ensure clear and efficient processes are in place for routing the company's Careline, the company's Health related queries to the Kaelo Customer Service team.
• Refer to management any escalated customer inquiries in an efficient way

Team Management

• Implement department strategy by setting annual objectives for the team and tracking progress.
• Facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders through effective inspirational leadership.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.