Fresh Vacancies at Hollard Insurance

KEY RESPONSIBILITIES:

• Ensure that agreed service levels are adhered to – Continuous follow ups are necessary to achieve this. Use of a tracking tool helps.
• Assist in the retention of existing clients and business – This might mean the need to assist a New Business Consultant in matching or beating rates, getting higher FCL’s.
• Manage client expectations in respect of service delivery. If delivery cannot be made within the timeline, you will need to negotiate or update the Client.
• Report on trends that could negatively impact service provided to clients – This includes claim payments, underwriting, renewals etc.
• Attend to all queries raised by clients and ensure timely resolution of all queries – Must be responded to within 24 hours.
• Provide ongoing feedback to clients regarding their requests and the status of their schemes.
• Provide monthly claims and scheme reports to key HGR clients.
• Provide ongoing education to clients regarding HGR processes and products. – Each Client has individual needs.
• Obtain data required from clients to assist in the administration of their schemes. – Do requests where necessary, check all possible incoming sources before requesting from Client.
• Provide constant feedback to the business on client perceptions and experience.
• Flexibility to enable to meet the client’s expectations.
• Assist with the tracking of Quotes, Rate Review Letters and Claims Experiences.
• Co-ordination between clients and outside service providers eg. Doctor’s rooms and nurses
• Underwriting issued with status reports helps a Client to see the full picture of the medicals needed and decisions on a fund.
• Attend scheduled client meetings and always provide minutes.

Required Knowledge and Experience

• Knowledge of systems and relevant workflow systems
• Comprehensive Group Risk product knowledge
• Knowledge of business rules, processes and procedures
• Excellent written and verbal communication skills
• Competent in the use of MS Excel, Word and PowerPoint
• Achieving deadlinesService and results orientationExcellent written and verbal communication skills
• Collaborative thinking
• Sense of urgency
• Planning and organising
• Delivering results and meeting client expectations
• Must be a team player with a can-do attitude
• Innovative thinking
• Coping under pressure
• Deciding and initiating action

Educational Requirements

• Matric
• Preferable B-Comm Degree
• COP (IISA Certificate of Proficiency)
• Relevant Group Risk product and admin experience would be an advantage
• Experience in dealing with client queries.
• Must have experience attending client meetings and engaging with clients one on one

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Key Responsibilities: 

• Developing a solid and trusting relationship between our clients and HH.
• Resolving key client issues and complaints.
• Developing a complete understanding of the key account needs and requirements.
• Managing communications between key clients and HH back-office teams.
• Project manage the new business take on process for new clients from start to finish.
• Travel in country (the rest of Africa) when required to any one of the countries that HH has clients, this could be for an implementation, face to face, troubleshooting etc.
• Negotiating HH contracts with the client and establishing a TAT.
• Build strategic partnerships with key broker houses to maintain a transparent and mutually beneficial approach.
• Collaborating with the sales team to maximize profit by up-selling or cross-selling.
• Planning and presenting reports on account progress and quarterly reports to share with team members and clients.
• Meeting all client needs and deliverables according to proposed timelines.
• Expanding relationships and bringing in new clients together with the sales team.
• Co-ordination of events, training sessions and networking events.
• Filter queries and direct to client services where applicable and handle those directed to Key Accounts Manager from clients and brokers (handle escalations).
• Resolve complex queries in their uniqueness (web-based channels, applications, product etc.), offer training and handle complaints if not resolved follow escalation channel such as the TPA.
• Drive member engagement with the tools HH provides to members such as HealthMov app to equip members for emergency situations.
• Strategizing on how to go about renewals and ensure that clients are retained in line with the budget targets.
• Analysing data on client engagement to predict clients HH is likely to retain and to identify risk of non-renewal and possible solutions to mitigate them.
• Reselling HH product to members after purchase by employer, upselling on benefits and cover and evaluating when to advise member to downgrade as part of the retention tactic.

Required Knowledge and Experience

• 2 years’ international Health Insurance experience in a similar role.
• 5 years' Health Insurance experience in a similar role.
• You must have thorough knowledge of the English and French language and be able to speak and write both fluently.
• Ability to multitask, priorities, and manage time efficiently.
• Goal-oriented person.
• Solid conflict resolution.
• Team player.

• Positive attitude.
• Leadership skills.
• Self-motivated.
• Excellent interpersonal skills.
• Stakeholder management.
• Client or customer centric.
• Analytical.
• Solutions orientated.
• An in-depth knowledge of the healthcare industry is essential.
• Excellent verbal and written communication skills.
• High level of presentation skills.
• Ability to influence.

• Computer literacy with superior Excel skills.
• Strong negotiation skills, with ability to follow-through and see the task to completion.
• Ability to multitask and manage multiple client accounts.
• Ability to facilitate executive level interfaces.

Educational Requirements

• Matric or equivalent is essential.
• Business or BCom degree (insurance related).