Assistance Center Manager

Our Client is the Worlds leading medical assistance and claims handling companies who process cases around the globe. They have a unique gateway to a comprehensive worldwide provider network localknow how assistance and cost containment for travel insurance health insurance and corporate companies.

Role Overview

The Assistance Center Manager ensures optimization of the Assistance Centers performance in line with the given company business strategy. He/she assures high standard of assistance performance and continuously strives to improve the professional quality of services with regards to staff case handling procedures IT equipment QA and cost control.

Job Type: Fulltime

Workplace: Onsite

Location: Cape Town

Requirements

• University degree
• At least 7 years working experience in Medical Assistance or similar industry.
• Experience in leading a team of junior staff members
• Excellent at communicating users needs to software specialists
• Customer Service oriented Solution oriented
• Full computer literacy in Microsoft office tools
• Fluent in at least 2 languages one of which must be English German language an advantage
• Flexible stress resistant systematic reliable able to solve conflicts team player and team leader able to handle confidential information.
• Work well under pressure
• Strong communication skills
• Openness to take oncall responsibility to support the team

Responsibilities

Implementation of company business strategy

• Identifying needs of current customers in accordance with their business development
• Implementation of longterm targets in assistance operations
• Compliance with legal regulations
• Representing the company on meetings negotiations

Controlling of assistance performance

• Following standard and customized rules and procedures
• Leading the team of Assistance Supervisors and Deputy Assistance Manager
• Permanent control of assistance workload service level compliance and efficiency based on feedback from Assistance Supervisors and internal tools (Power BI performance check lists outcome from phone system RON etc.)
• Support for assistance processes implementation in IT environment (call centre Globo RON others)
• Monitoring and improvements of quality and cost control tools in assistance operations
• Backup for authorization of high costs claims
• Tasks defined by Disaster/Contingency Plan and Business Recovery Plan
• Close cooperation with GM and Deputy Assistance Manager mutual backing
• Interfaces with CRM HR IT legal and process development departments

International cooperation

• Integration of EC PRG active 24/7 assistance into ECH structures
• Participation on ECH SuperUsers activities
• Supervising regular communication with ECL
• Following on international development in the branch

Permanent improvement of professional qualification

• In the company
• Personally

Focus on integration with our client and customers needs

• To control 24/7 active assistance performance
• To build up and develop a Company position within the Group

Benefits

• Medical aid : Discovery Classic Smart plan for employee and max 2 children under 18 (paid in full by the company)
• Retirement Annuity: after successful completion of probation period (6 months) 10% of basic salary paid by the company towards our RA benefit
• Annual performance bonus
• 21 working days leave
• Free undercover parking

Remote Work :

No