Position Purpose: To be the key liaison between the organisation and the client to develop, maintain and build relationships with key stakeholders to support the sustainability of the scheme. Facilitate product education, share industry knowledge and resolve customer queries. Experience: 5 years client relationship experience in a health and wellness industry including EAP and primary health clinics Qualifications: Relevant Qualification Accountabilities: Client service delivery and quality - Follow procedures and cooperate with peers and leader for best possible service delivery Compliance and Risk Management - Defined legal, statutory and regulatory compliance is maintained at the required standards - Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary Financial Management -Contribute to cost savings within the department to assist with financial goals and targets Operating Model - Meet delivery objectives through working with other team members within and linked to the department / project - Resolve operational performance variations and problems and escalate unresolved issues to higher levels - Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery Operational Implementation of Strategy - Keep up to date with operational changes implemented in response to important external influences - Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities - Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement - Maintain industry related knowledge to provide informed and accurate insight to stakeholders - Inform the team of market related information - Periodically conduct surveys with clients and ensure that Service Level Agreements are met - Assist credit controller in management of finance - Present new products to the relevant stakeholders Operational Leadership - Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives - Engage in development, coaching and mentoring - Support transformation through valuing diversity - Behave in alignment with the Afrocentric values Stakeholder Management - Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved - Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in - Provide effective training and education on wellness benefits and support systems to relevant stakeholders - Retain allocated percentage of client base - Manage and resolve queries and provide feedback to broker, paypoint and / or member Position Specific Outputs: - Supporting Wellness Manager in managing a portfolio of corporate accounts - Ensuring service delivery is in alignment with client SLA and within allocated budgets - Developing and executing annual programme client plans - Managing client budget and handling the full billing cycle - Managing wellness projects within client portfolio - Identifying and gathering client's insights, business risks and challenges and using this data to upselling new business opportunities - Maintaining service and quality levels according to client's business standard and expectations - Partnering with relevant stakeholders to ensure that client organization supply data to Afrocentric Workcare to ensure efficient service delivery - Managing and resolving issues where service level agreements (SLA) are not being met - Compiling monthly, quarterly and annual reports to clients - identifying trends using client reports and industry data and recommend appropriate interventions Competency Requirements: Knowledge -Knowledge and application of processes and procedures -Knowledge and application of relevant legislation Skills -Attention to Accuracy and Detail -Knowledge and application of scheme rules -Problem solving and decision making skills -Business Writing Skills -Communication Skills -Computer Technology Skills -Task Management -Adobe Creative Suite -Data modelling and evaluation -Numerical Ability -Customer Focus -Relevant systems knowledge and application #J-18808-Ljbffr