SERVICE MANAGER: CLIENT SERVICES – Health Risk Management Botswana (HRMB)

Health Risk Management Botswana (HRMB) exists to offer a comprehensive range of fully outsourced quality solutions, including medical aid administration and health risk management. The company caters to medical aids as well as large corporate clients. HRMB is searching for enthusiastic and highly driven individuals that can provide outstanding service to take on the following position:

1. SERVICE MANAGER: CLIENT SERVICES

The successful candidate will manage the day–to-day planning, operations and problem-solving of a team of consultants to meet the required service level components, standards, and targets in order to ensure delivery of a consistently superior customer experience. This role will report into the HOD: Client Services.

KEY RESPONSIBILITIES INCLUDE:

• Developing and maintaining Client Services as a fully-fledged business unit
• Ensuring consistent and excellent application of set standards by monitoring staff performance levels, checking quality of work and recommending corrective steps
• Compiling annual budget for group
• Route system related problems to relevant parties
• Generate, compile, and analyse productivity reports and statistics required as business information by the executive management
• Maintaining any changes to the Client Services systems, processes, and procedures
• Maintaining quality processes in accordance with ISO 9001:2008 standards
• Monitoring procedures/SOP’s regulating functions performed in the group
• Apply/monitor/maintain the National Reference Pricing List or Agreed Tariff List rules/amendments to rules and benefit structure per Scheme Plan

THE IDEAL CANDIDATE SHOULD:

• Have Diploma in Business Management or related field.
• At least 5 years’ experience in a Client Services environment
• At least 2 years’ general leadership experience.
• Have knowledge of medical scheme rules.
• Have knowledge of Siemens or similar telephone system.
• Excellent language skills – English and Setswana
• Be able to function independently as well as in a team.
• Have high level of computer literacy: MS Office Package.
• Have ability to liaise with external clients/members and service providers.