Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.

The Service Executive will manage and oversee all servicing and operations interactions, ensuring service excellence through accuracy, efficiency and outstanding relationship management.

Providing excellent service standards and maintaining high customer and intermediary satisfaction.

Enabling and ensuring the strategic goals of the business are realised. Encouraging and living the Leadership Charter in every interaction.

Strategic thinking and facilitating decisions with people and the business case in mind.

Key Outcomes

People Management

Managing resource capacity and cross skill growth opportunities. Developing and growing people, focusing on the teams core strengths and skills. Building and maintain a healthy talent pool for this business unit. Managing and maintaining an updated performance matrix, participating in regular people reviews.

Reporting and Information Management

Ensuring data and information is maintained and accurate for the business unit and its functions. Ensuring that volumes and strategic objective targets are met for the assigned business functions. Maintain data and information relevant to service and operations for the purpose of conducting analyses that influence service specific decision making. Proficiency in financial analysis, being able to identify opportunities and the development of financially viable long-term service and operation plans.

Client and Perception Management

Responsible for assessing, clarifying, and validating the client and intermediary needs on an ongoing basis, maintaining high client satisfaction ratings that are up to the business’s standards.

Best Practise and Continuous Improvement

Identifying opportunities by evaluating current business trends, best practise research and principles.

Working closely with all business units to enhance and promote positive feedback loops and improvements.

Works closely with all managers and teams coaching and mentoring the team’s development and professional skills.

Strategy: 

Implement and lead business and campaign strategies that lead to high client, intermediary and team satisfaction. Management of the teams budgets, targets, performance objectives, standards and projects.

Collaboration and Communication

Improve and drive cross-functional team collaboration through accurate and focused forms of communication.

Service and Operational management of :

·        Operational services

·        Escalations and complaints

·        Billing and claims management

·        Relationship management, clients and intermediaries.

PERSON DETAILS : WORK EXPERIENCE

REQUIRED

Service and Operations Management

Relationship Management

Leadership skills and experience

Problem-solving and decision making

Proven customer and intermediary support experience

PREFERRED

Health and Operational Industry experience

EDUCATION : QUALIFICATIONS : ACCREDITATION'S WITH PROFESSIONAL BODY

REQUIRED

Health and Industry knowledge

Managing Budgets and workforce planning

PREFERRED

FAIS Qualification

Key Individual

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

System and Technology experience and knowledge

Reporting and analytical skills

Critical thinking and strategic planning

PREFERRED

Reporting Qualification

 PERSONAL ATTRIBUTES:

•       Accountability
•       Action orientated
•       Strategic thinking and mind-set
•       Collaborative
•       Manages complexity
•       Problem solving skills
•       Decision making
•       Growth and development mind-set
•       Encourages engagement
•       Business astute
•       Financial acumen
•       Resilient and adaptive
•       Demonstrates self-awareness
•       Systems thinking and connecting ability
•       Purpose driven
•       Significance and values orientated