Gauteng, Pretoria
Posted 2 months ago

Together with our client in Pretoria, we are recruiting for a Key Relationship Manager who should manage the implementation of member experience strategy to deliver member delight at each touchpoint with the scheme through effectively leading and guiding a team of member liaison officers. The Ideal Candidate needs to have 6 years’ Marketing, Customer Service, or Wellness Management experience at a medical scheme and an NQF Level 7 Degree qualification in Marketing or Commerce.

Duties and Responsibilities

Member service excellence

  • Analyses member data to generate insights, identify gaps in member service processes, and address gaps with the Administrator / MCO;
  • Analyses member interaction trends across all touchpoints to identify themes for assigned regions and liaises with the Administrator / MCO for root cause analysis and course correction.
  • Monitors efficiency of the call center, walk-in centers, or regional offices;
  • Monitor member queries and complaints to the Council of Medical Schemes (CMS) and develop strategies to minimize and mitigate these.
  • Facilitates prompt issue and query resolution for escalations from members in the region.

Member communication

  • Drafts member communication plan for designated region;
  • Executes communication in the designated region per member communication plan;
  • Undertakes education campaigns on scheme processes, products, benefits, healthcare provision, wellness, and preventative benefits
  • Tracks performance of member communication to ensure effectiveness and continuous improvement; and
  • Ongoing engagement with outsourcing partners to ensure alignment of member communication delivery.

Health Promotion

  • Analyses data and generates insights on key health trends impacting on members in designated regions;
  • Packages and delivers health promotion campaigns for specific regions – including peer education, information dissemination, targeted events and initiatives to raise awareness of good health, diet, and exercise;

Key Relationship Manager: Member Services

  • Undertakes campaigns to promote uptake on preventative care benefits and monitors and tracks progress; and
  • Supports delivery of wellness interventions through planned events and activations in specific regions.

Stakeholder Management

  • Develops effective stakeholder relationships with SAPS for effective execution of wellness programs for the improvement of health outcomes;
  • Creates strong relationships with MCO team to identify opportunities for improving health outcomes through wellness interventions;
  • Create a strong relationship with Pharmacy Partners;
  • Develops and implements an effective stakeholder engagement plan; and
  • Provide regular feedback on progress and highlight or escalate snags and problems immediately as they occur.

People Management

  • Manages member liaison officers in the region and implement performance and talent management;
  • Oversees effective utilization of systems and tools to ensure that knowledge is managed efficiently for continuous improvement;
  • Makes recommendations to Senior Manager for the reward of high performing members; respects promotes and accepts diversity; and
  • Coordinate and facilitate regular training of direct reports in order to ensure the application of processes and SOPs.

Compliance and Governance

  • Executes in adherence to all relevant regulatory and business practices;
  • Active risk management by applying and promoting a culture of ongoing detection and resolution of Statutory, Regulatory Compliance breaches; and
  • Contributes to a high-performance corporate culture that promotes ethical practices and encourages individual integrity, accountability, and social responsibility.

Financial Management

  • Inputs into budgeting and implements associated control measures;
  • Maximize resources to optimize people capabilities;
  • Ensure adherence to approved budget;
  • Manage and monitor budget through managing variances in actual vs. budget expenditure in all areas of accountability; and
  • Develop and implement measures to improve the functional area’s cost management.

Culture: Live and exemplify the client’s values

Skills and Competencies

  • People management
  • Customer service strategic awareness and trend analysis
  • Strong administration
  • Interpersonal skills
  • Awareness of sensitivities of different stakeholders
  • Ability to work well in a multi-cultural environment
  • Collaboration
  • Change Management
  • Mentoring & Coaching experience
  • Planning & Evaluation skills
  • Analytical skills
  • Business Report Writing, communication, and presentation skills
  • Complex problem-solving skills (potential conflicting priorities)
  • Organisational skills (planning, budgeting, work-prioritization, time-management, etc)
  • Diplomatic (creating win-win solutions)
  • Results and performance-driven
  • Financial and Project Management skills
  • Sound judgment
  • Delegation

Required Minimum Qualifications

  • NQF Level 7 Degree qualification in Marketing or Commerce (specialization in marketing/customer relationship management or customer service)
  • Coaching, Facilitator or Train-the-trainer certification; and Wellness, Stress management, nutrition, fitness, and mental-emotional wellbeing training as an added advantage
  • 6 years’ experience in Marketing, Customer Service, or Wellness Management in medical schemes
  • 4 years supervisory experience
  • Demonstrate deep knowledge of customer care, communication or wellness

Salary:             Market Related

Benefits:         Medical Aid, Provident and Pension Fund

Only candidates who meet all the requirements stipulated in this advert, will be considered. If you don’t receive feedback from us within 2 weeks of your application, please consider your application as unsuccessful.

To apply please send your CV and supporting documents to with REF: Key Relationship

Closing date:  25 March 2022

Job Features

Job CategoryRelationship Manager

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