Job Opportunities at Discovery Limited

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

• Taking ownership of projects that support the realisation of segment strategies;
• Enable and operationalise strategic initiatives of the New Markets division with segment nuances.
• Provide support to ensure the acquisition of new business and activities that support new business development

Key Outputs may include but are not limited to:

• Assist in the development of a Customer Value Management (CVM) strategy and leverage key insights and advanced analytics
• Develop base management strategy and implementation of activities across the segment and sub-segments for customer revenue enhancement, base retention and churn control.
• Performance of customer behavior analysis and create, execute and monitor strategic interventions/campaigns for retention, churn and cross sell
• Regularly track and manage churn process, understand trends and dynamics
• Provide ongoing strategy and intervention reporting, analysis, and insights
• Monitor interventions, such as campaign performance, on an ongoing basis and continuously optimize tactics to improve effectiveness in achieving targets
• Gather, review and organize segment customer data and profiles into segments.
• Grow the value of the in-life revenue and loyalty of the customer base.
• Lead in the design, implementation and execution of segment targeted strategies to achieve revenue targets
• Monitor and ensure all strategies deployed, interventions and campaigns developed by are reliably executed in systems and other customer touch points
• Detailed research and analysis to provide substance to the ideas and direction of the employer executive team;
• Project ownership and or project management of strategic initiatives;
• Management of business reporting and compliance for the business to internal and external stakeholders;
• Input into operational design and process efficiencies;
• Preparation of proposals for strategic partnerships, new business and new products for both external and internal distribution;
• Support product design and guide and influence design of processes to enable delivery
• Collaborating with teams such as R&D, marketing, sales and corporate relationship management to ensure that the strategy and set standards are achieved.

Role Specific Attributes

• Exceptional analytical, problem solving and research skills into segment insights;
• Creative thinking and the ability to operationalise innovation;
• An ability to deal with complex issues as well as migrate between detail and high level requirements;
• Drive and commitment to exceed expectations.
• Reliability and dependability — can be counted on;
• Ability to influence and negotiate with impact across divisions and teams at all levels, and with external parties;
• A thorough understanding of business dynamics and strategic challenges;
• Sophisticated written and verbal communication skills for executive-level internal and external delivery;
• Commitment to excellence and;
• An ability to deal with ambiguity and continuous change.

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 Health Care and Insurance business experience with clear leadership responsibility for key business objectives
• Strong experience in customer experience and journey, churn retention, campaign management and customer lifecycle management.
• Extensive experience in the management of the Corporate or Employer client segment advantageous (design and penetration of employer solutions)
• Extensive business and/or technical experience with a proven track record of innovation, delivery, and performance

Technical Skills or Knowledge

• Insights into the corporate/employer segment and solution
• Analytical thinking and ability to formulate compelling business cases
• Expertise in Customer Value Management (CVM) strategy and leverage key insights and advanced analytic

Education

• A completed business-related tertiary qualification

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Key Purpose

• The successful incumbent will operate within the High Touch division and will be responsible for providing emotional counselling support to members and their families who have or are undergoing severe trauma, likely situations which are life altering in severity, and provide them with holistic benefit support linked to the situation they find themselves in. The incumbent may also be asked to support other member groups, for instance, Rare diseases, Gender Based Violence and Gender affirming and confirming members.

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• To provide a specialized High Touch experience for clients and their families dealing with severe traumatic events, which may lead to life changing situations

This comes in the form of a unique combination of skills;

• Strong benefit knowledge
• Support and service delivered in a compassionate and emotionally supportive manner
• Leveraging counsellor skills to assess emotional and mental wellbeing needs
• Directs care in line with available benefits
• Effectively uses and promotes self help tools
• To proactively develop relationships with members by making an effort to understand their needs, anticipate and provide solutions to their needs and giving high priority to customer satisfaction.
• To provide comprehensive benefit support to members and their dependants in cases of trauma and other emotional scenarios.
• Complete relevant assessments to accurately diagnose the level of need
• To facilitate appropriate referrals, where required
• Support to assist in the acceptance of their new levels of functioning
• To document all member interactions as well as to ensure that all records are accurate and up to date.
• Meet performance targets set for the role
• Establish and maintain relationships at all levels with internal departments to facilitate expeditious resolution of queries.
• Ensure an excellent member journey by maintaining agreed service levels.

Knowledge and Skills

• Excellent verbal and written communication skills
• Ability to work under tight deadlines and pressure
• Problem solving by identifying key issues and relationships

Competencies

• Compassion: Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
• Interpersonal Savvy: Relates well to all kinds of people-upwards, downwards, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.

Education and Experience

The following requirements are essential:

• Matric
• Degree in psychology or social work
• Relevant membership with the South African Council for Social Service Professions (SACSSP) or HPCSA. Other relevant, recognized professional bodies can also be considered.
• MS Office Suite – with Intermediate Excel abilities
• Minimum of 3 years counselling experience, including face-to-face, virtual and telephonic counselling
• Minimum of 5 years formal work experience

The following requirements will be advantageous: 

• 1-2 year’s exposure to Discovery Health clinical environment preferable