Operations Lead - Midrand (Dis-Chem Health) at Dis-Chem Pharmacies

Dis-Chem Pharmacies has an opportunity available for an Operations Lead to join their Health Solutions team in Midrand. Main purpose of the role is to support operational activities, projects and processes of Dis-Chem Health and extra rewards. Prepares and analyses data for Dis-Chem Health and the extra rewards programme. Continuously strives to improve efficiency and ensure conformance to standard procedures and practices.

Minimum Requirements:

Essential:

• Grade 12 / Matric or Senior Certificate
• Degree in Business Development or related field
• Minimum of 3 – 5 years’ experience in Operations or similar role

Advantageous:

• Post Graduate degree
• 3 years’ experience in an operational role in Health Care, Retail or financial services.

Job description:

Operations

• Establish effective operational processes within the Dis-Chem Health Insurance landscape

• Collaborate with other internal business units, to support the successful execution of Dis-Chem Health Insurance and related products and the extra rewards programme.
• Represent Dis-Chem in operational projects involving our Insurer (Kaelo) and other third party stakeholders to ensure the successful delivery of Dis-Chem Health projects in line with Dis-Chem’s 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 Dis-Chem 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 Dis-Chem Health and the extra rewards programme.
• Oversee the creation and maintenance of Power BI reports for seamless reporting to Dis-Chem management updates, Joint operations updates (with Kaelo) and internal updates.

Customer Service

• Ensure Dis-Chem based, Dis-Chem 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 Dis-Chem Careline, Dis-Chem 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.

Competencies:

Essential:

• Knowledge of health practices and principles. In depth knowledge of the Retail, Insurance, Health & Pharmacy industry in SA
• Excellent communication skills both oral and written
• Ability to build constructive working relationships
• Quality orientation
• Leadership skills
• Management skills
• Computer Skills – Microsoft Office (Word, Excel, PowerPoint, and Outlook)

Special conditions of employment:

• South African citizen
• Clear credit and criminal records
• Driver’s licence and own reliable transport