Job Summary
- Type: full-time
- Location: Gaborone
- Category: Customer Service Management
- Closing Date: 2026-07-17
Key Responsibilities
- Responsible for the development and implementation of strategies and plans that facilitate support to claimants’ needs to ensure the efficient and effective delivery of quality medical care and rehabilitation to accord claimants Best Chance To Normal Life in accordance with the MVA Fund Act of 2007 and MVA Fund Regulations 2008.
- The position ensures delivery of claimants’ services through the Head Office, Branches and Mobile Offices.
Requirements
- Degree in health qualifications such as Medicine, Allied or Nursing plus a Master’s Degree in any related field.
- At least 10 years post graduate qualification experience in a medical, welfare or rehabilitation field, with demonstrable leadership at a senior managerial level;
- Experience of leading, managing and delivering compensation, welfare and rehabilitation to claimants;
- Strong customer services, administration and management skills.
- Core Competencies: Deciding and Initiating Action, Leading and Supervising, Adhering to Principles and Values, Relating and Networking, Persuading and Influencing, Formulating Strategies and Concepts, Coping with Pressures and Setbacks, Entrepreneurial and Commercial Thinking.
How to Apply
About the Company
The Motor Vehicle Accident Fund (MVA Fund) is a statutory body established in Botswana under the Motor Vehicle Accident Fund Act. Operating exclusively within Botswana, its primary mandate is to provide social security protection and financial compensation to individuals injured or bereaved as a result of road accidents. The Fund covers medical treatment, rehabilitation services, loss of income, and funeral expenses for eligible claimants across Botswana. Beyond direct compensation, the MVA Fund actively engages in road safety education and accident prevention initiatives to foster safer roads for all citizens.
Caring for Victims of Road Accidents.
Frequently Asked Questions
What qualifications and experience are typically required for a General Manager Customer Services role at a fund like the MVA Fund in Botswana?
This senior role usually requires a Bachelor's degree in Business Administration, Customer Service Management, or a related field, often coupled with a Master's degree. Extensive experience (typically 8-10+ years) in a customer service leadership role, ideally within financial services or public sector funds, is essential. Professional certifications in customer experience management or project management could also be highly advantageous.
What would be the common day-to-day responsibilities for a General Manager Customer Services at the Motor Vehicle Accident Fund?
You would oversee all aspects of the customer service department, ensuring efficient claim processing, complaint resolution, and claimant communication. This involves managing service delivery teams, developing customer experience strategies, and ensuring compliance with local regulations and fund policies. Regular reporting to senior management on service performance and claimant satisfaction would also be key.
What are the typical work culture and expectations for a senior manager in a parastatal or fund in Botswana?
Botswana's professional culture values respect, hierarchy, and consensus-building, especially in parastatal organizations. Strong leadership that is collaborative and emphasizes staff development, while also being accountable for public service delivery, is highly regarded. Adherence to established procedures and a commitment to Batswana values of Botho (humanity) are crucial.
What are the typical career progression opportunities for a General Manager Customer Services within a fund in Botswana?
From this role, progression could involve moving into broader executive leadership positions within the same fund, such as Chief Operations Officer or even CEO, depending on the organizational structure. Alternatively, one might transition into similar senior management roles in other parastatals, government departments, or large private sector organizations in Botswana. Continuous professional development and strategic project involvement are key for advancement.
What kind of benefits package can I expect for a senior management position like this in a Botswana parastatal?
Senior roles in Botswana's parastatals generally offer competitive benefits packages that include a robust medical aid scheme, a contributory pension fund, and generous annual leave allowances. Other common benefits may include professional development opportunities, life assurance, and potentially housing or transport allowances, varying by institution.
What do employers in Botswana look for when hiring a General Manager Customer Services, especially for a key public-facing fund?
Employers seek candidates with proven leadership in customer service, a deep understanding of service delivery models, and strong financial acumen. Crucially, they look for individuals who demonstrate excellent communication skills, empathy, and a commitment to public service and ethical governance, alongside a strong track record of strategic implementation and team management. Applications typically require a detailed CV and cover letter, often followed by competency-based interviews and assessments.