HEAD OF CUSTOMER SOLUTIONS

HEAD OF CUSTOMER SOLUTIONS

• Vacancies In Ghana

Job Details

Job Details

HEAD OF CUSTOMER SOLUTIONS

Cosmopolitan Health Insurance

Ghana

Full Time

Expired

KEY RESPONSIBILITIES

Provide strategic leadership and direction for the Customer Solutions Department. Develop and implement policies, SOPs, and strategies to enhance service delivery, client satisfaction, and retention. Oversee client relationship management, including SLA monitoring and service performance standards. Lead contract renewals, deactivations, invoicing accuracy, and payment follow-ups. Oversee effective handling and resolution of client and member complaints and grievances. Manage member care operations, including 24-hour call center services, pre-authorizations, and medicine delivery. Monitor customer satisfaction surveys and service data, and provide reports with recommendations to Management. Ensure timely delivery of client utilization reports and processing of refunds. Develop and manage the department’s annual operating budget. Prepare periodic performance and service delivery reports for Management decision-making. Supervise, mentor, and develop team members, including performance management and succession planning. Ensure efficient allocation of departmental resources and adherence to company policies. Perform any other duties as may be assigned by the CEO.

Education, Professional Qualification & Experience Master’s Degree in Business Administration, Customer Service Management, Marketing or any related field. Preferably a member of a recognized professional body in Customer Service, Marketing or a related field. 7 years of relevant experience in customer service management or client relations management or any related field with at least, 3 years in managerial role, preferably within the health insurance industry. Technical Competencies Proficiency in customer relationship management systems. Strong understanding of health insurance operations and client care protocols. In-depth knowledge and understanding of operational service delivery management as well as customer satisfaction improvements techniques.  Ability to establish, maintain and deepen partnerships with customers, and identify and drive profitability within the portfolio.  Proven success in strategic account management/sales and portfolio planning.  Good understanding of customer’s business and market sector to anticipate how future services offer to evolve customer requirements.  Excellent knowledge/understanding of customer service management principles.  Strong contract negotiation and client management skills.  Ability to build a value proposition through effective probing and understanding of the customer’s business model.  Ability to strategically orient with competitive awareness and benchmarking.  Good knowledge in the use of Microsoft Word, PowerPoint, Excel and internet and other service delivery software and tools.  Managerial Competencies Ability to coordinate and monitor activities of team members. Ability to delegate responsibilities effectively. Ability to plan and execute programs to meet deadlines. Ability to take sound and timely decisions. Ability to solve problems. Ability to train team members. Personality Competencies Ability to exhibit a high moral standard and level of integrity. Excellent communication and presentation skills. Strong analytical skills. Strong organizational and multi-tasking ability Ability to handle complex client issues with tact and professionalism. Ability to work in a fast paced and often pressured environment.  Ability to maintain confidentiality. Ability to relate well with people at all levels. Ability to pay attention to details.

Salary

Competitive

Monthly based

Location

Accra, Greater Accra Region, Ghana

Job Overview

Job Posted:

1 month ago

Job Type

Full Time

Job Role

Education

Master Degree

Experience

5 - 10 Years

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Location

Accra, Greater Accra Region, Ghana

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Job: Job Title

Job Details

• Country : Ghana

• City : Greater Accra Region, Ghana

• Contract Type : Permanent Contract

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