Service Manager – Client Services – Gaborone

Job Ad & Profile Description
Position : Service Manager – Client Services – Gaborone
Health Risk Management Botswana (HRMB) is searching for an enthusiastic, self motivated and competent Client Services Manager to manage the day-to-day planning, operations and problem solving of a team of client services consultants to meet the required service level components, standards and targets in order to ensure delivery of a consistently superior customer experience. The Manager also plays a key role in driving service improvements and fostering stakeholder relationships to enhance member satisfaction and retention. This role will report directly to the Chief Operations Officer.

Job Objectives:

Lead, motivate and develop the client services team to ensure high performance.

Set performance objectives, conduct appraisals and provide coaching for continuos improvement.

Monitor and maintain service standards, ensuring adherence to service level agreements and quality benchmarks.

Ensure a seamless and positive member experience across all areas.

Ensure effective call centre and walk in centre operations, including query logging and tracking.

Build and maintain strong relationships with healthcare providers and corporate clients while representing the organisation at external forums and meetings with stakeholders.

Implement initiatives to improve member onboarding, query resolution and communication channels.

Prepare and present detailed performance reports to the Executive Management.

Analyse client feedback, complaints and service data, and provide recommendations to the Executive on strategies for enhancing client satisfaction.

Ensure compliance with regulatory requirements and company policies in all service activities.

Required profile for job ad : Service Manager – Client Services – Gaborone
Job Requirements:

Bachelors Degree in Business Administration or related field.

A minimum 10 years experience with at least 3 years spent in a middle to senior management role in client services, customer support or a similar role within Healthcare/Medical Aid or Insurance Industry.

Previous experience in a call centre environment will be advantageous.

A clinical background will be advantageous.

Key Skills:

Excellent communication skills both written and spoken

Excellent stakeholder management

Ability to manage multiple tasks simultaneously

Ability to work under pressure and meet deadlines

Proficiency in MS Office (Excel, Powerpoint, Word, etc)

Strong report writing skills

People management

Team work and collaboration

Key Competencies:

Commitment to providing high-quality service and ensuring client satisfaction.

Ability to lead teams and provide strategic direction.

Capacity to handle change and remain effective in a fast paced environment.

Demonstrate ethical behaviour and confidentiality in handling client information.

Demonstrate professionalism at all times.

Only shortlisted candidates will be contacted.
Job criteria for job ad : Service Manager – Client Services – Gaborone

Job category : Health and social professions

Industries : Call centers, hotlines

Employment type : Permanent contract

Region : Francistown – Gaborone

City : Gaborone

Remote work : No

Experience level : 5 to 10 years – More than 10 years

Educational level : Bachelor – Master

Spoken language : english > fluent

Number of Position(s) : 1

Team management : Yes

Communication

Change Management

people management

stakeholder engagement

Call Centre

Business Acumen

Compliance

Coaching

Management

Business Administration

Planning

Risk Management

Stakeholder Management

Health

Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Please report any irregularities by using the candidate contact form and selecting the subject “Report a job ad”.

BotswaJob