Segment Support Manager - Sandton at Discovery Limited

The Segment Support Manager will support the Managing Executive within the New Markets Division, Retail Health Solutions portfolio by:

• Taking ownership and driving the portfolio strategies to implementation
• Managing the day-to-day execution of projects with multiple teams across the business
• Designing and executing a customer value management framework
• Identifying opportunities for business improvement and efficiencies
• Provide support to ensure the acquisition of new business and business imperative projects.

Key Outputs may include but are not limited to:

• Preparation of proposals for strategic partnerships, new business and new products for both external and internal distribution.
• Assist in the development of a Customer Value Management (CVM) framework leveraging key market insights and advanced analytics.
• Implement the CVM framework leveraging the key areas across the business.
• Pro-actively design, create, execute, and monitor strategic interventions/campaigns for retention, churn and cross sell.
• Continuously optimize tactics to improve effectiveness in achieving targets.
• Regularly track and manage the performance of the CVM, retentions, sales levels
• Understand the market trends and dynamics, and gather, review and organize segment customer data and profiles into segments.
• Collaborating with teams such as R&D, marketing, sales and operations to ensure that the strategy and set standards are achieved.
• Input into operational design and process efficiencies.
• Project ownership and/or project management of strategic initiatives.
• Support product design and guide and influence design of processes to enable delivery.
• Provide ongoing reporting, analysis, and insights.
• Detailed research and analysis to provide substance to the ideas and direction of the employer executive team.
• Business reporting and compliance for the business to internal and external stakeholders including board meetings, regulatory engagements and excos .

Role Specific Attributes

• Strong analytical, problem solving and research skills
• The ability to think creatively and pursue innovative, alternative approaches
• An ability to deal with complexity, ambiguity and constant change
• An ability to deal with complex issues as well as migrate between detailed and high level requirements
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• A keen interest and deep understanding of business dynamics and strategic challenges
• Ability to influence and negotiate with impact across divisions and teams at all levels, and with external parties
• Sophisticated written and verbal communication skills for executive-level internal and external delivery
• A passion for personal development and growth, with a high learning potential
• A commitment to excellence and high-quality delivery
• Energy, enthusiasm and the need to want to find the “fun” in the work
• Drive and commitment to exceed expectations- the desire to be the best
• Reliability and dependability — can be counted on

Work Experience

• A minimum of 7 years in Customer Value Management (CVM) and at least the last 2 years in a leadership role.
• A minimum of 3 - 4 years Healthcare and/or Insurance business experience with clear leadership responsibility for key business objectives
• Strong experience in retail customer experience and journey, churn retention, campaign management and customer lifecycle management.
• Advantageous: Experience in the management of a retail insurance product with a proven track record of innovation, delivery, and performance
• Advantageous: Management consulting or telecoms industry background

Technical Skills or Knowledge

• Insights into the uninsured segment
• Developing customer value management
• Analytical thinking and ability to formulate compelling business cases
• Expertise in Customer Value Management (CVM) strategy and leverage key insights and advanced analytics
• Excellent PowerPoint skills

Education

• A completed business-related tertiary qualification or actuarial qualification (with intentions of gaining non-traditional business experience)