General Manager

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Develop operational execution strategies and the implementation of the strategies, cost efficiencies, client service level agreements and manage the operational implementation of client engagement solutions to support the delivery of excellent client experience and the achievement of business objectives.

Requirements

• Bachelor’s degree in commerce or business management is essential.
• Health industry knowledge.
• Thorough understanding of the Health Market, products, and competitor products.
• Good understanding of standard operating procedures and how to improve and implement processes.
• Good working knowledge of the labour relations act.
• Client experience and Centricity.
• 8-10 years’ experience in operations management in medical aid administration
• 3-5 years senior management experience in the healthcare industry.

Duties & Responsibilities

PROCESS

• Contribute to the development of operations strategies that support client’s requirements, SLAs, and business objectives.
• Collaborate with the relevant stakeholders to develop an implementation plan that meets the client’s expectations and requirements.
• Establish productive operational relationships with key stakeholders and manage interdependencies across departments to achieve efficient service objectives.
• Develop effective short, medium, and long-term operating plans to effectively manage client experience and lifecycle from onboarding to termination.
• Develop operational policies and processes that effectively on-board and service
• Prepare and manage the implementation of a transition plan in accordance with agreed timelines, whilst ensuring the maintenance of current and agreed operating standards and deliverables in a risk-controlled manner.
• Manage the implementation of appropriate processes, systems, and resources to administer the solution offered to the clients of the business as well as their employees, members, and providers.
• Continuously review implementation plans, operating practices, and processes in anticipation of future business requirements and anticipated and actual regulatory changes to ensure that continuous improvements, efficiency, effectiveness, and client experience will be achieved and that compliance will be enabled.
• Ensure that new processes are implemented in a way that is repeatable, sustainable, cost effective, well risk managed, client centric and aligned with future direction.
• Continuous monitor and measure service delivery to ensure that the client experience is in line with the CVP and exceeds client SLA requirements.
• Ensure daily, weekly monthly and quarterly reports are generated, accurate and utlised for effective planning, to manage effective service delivery and exceed SLA requirements.
• Manage the development and implementation of quality management processes which ensure service delivery is in line with client expectations and requirements.
• Drive business improvement and innovation projects to improve operational efficiencies and embed continuous improvement across operations.
• Ensure timeous communication on progress and challenges in achieving goals and operational plans to all relevant stakeholders.
• Collaborate closely with the Client Experience function to ensure that all processes and systems align to the client experience vision for Momentum Health and contribute to excellent client experience for the scheme and its members.
• Collaborate closely with the digital team to digitise processes for improved client experience.

CLIENT

• Define and implement mechanisms to continuously monitor and improve client service and experience where
• Engage the key internal and external stakeholders to identify changing client needs and establish effective relationships and SLA management.
• Monitor client service reports and feedback and align practices and related processes to achieve client satisfaction with efficiency and profitability.
• We obsess about how we make our clients feel, thus ensuring that we create a positive experience for all the clients, members, and their providers to fulfill our behavioural promise.

PEOPLE

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational culture.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMI
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
• Ensure sufficient resources to meet and exceed all client expectations and SLAs. We deliver with unreasonable excellence and need to ensure that our team does too.
• Vest the agreed upon culture in the team to ensure we live our culture and deliver on our strategic objectives.
• Ensure alignment in execution with the strategic objectives of Momentum Health.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training, and personal growth.
• Effectively manage performance within the team to ensure business objectives are
• Encourage innovation, change agility and collaboration within the
• Support the building of the team’s capability to ensure that the team is equipped to strategically partner with business and provide leading solutions.
• Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members - I would like to add - work closely with Learning and Development to ensure staff are always trained and highly proficient to deliver unreasonable excellence to client expectations.

FINANCE

• Develop and monitor the business unit's operational
• Implement sound financial controls and monitor and manage expenditure relative to
• Take responsibility for the unlocking of operational
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Implement and provide feedback on the effectiveness of financial policy, practice, and procedures: preventing illegal, unethical or improper conduct.
• Implement risk management, governance, and compliance policies in own practice area, to identify and manage governance and risk exposure liability.

Competencies

• Workforce planning skills
• Time management skills
• Budgeting skills
• Business acumen skills
• Communication skills (written and verbal)
• Complaints handling skills
• Conflict management skills
• Conceptual thinking skills
• Critical thinking skills
• Customer service skills
• Decision-making skills
• Interpersonal skills
• Leadership skills
• Listening skills
• Logical thinking skills
• Operational management skills
• People management skills
• Planning skills
• Prioritisation skills
• Problem solving skills
• Financial management skills