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Regional Manager: Client Liaison

Industry: Government / Job Expires: 2023-12-14 00:00:00 / Location: Gauteng

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Purpose:

As a Client Liaison Manager you are required to manage and lead the Client Liaison business unit and provide support to the Senior Manager: Client Liaison Office. Manage daily operations of the unit, manage and develop the Unit’s employees, report on the activities of the Unit, analyse trends emerging from the reports and recommend appropriate interventions where required. 

Please note that the employer is looking for 3 candidates, 1 for each region (KwaZulu-Natal, Northern Cape & Western Cape).

Minimum requirements

  • At least a 3 years relevant tertiary qualification (qualification as per FSCA approved list). 
  • RE 1 and RE5 qualification an advantage.
  • Minimum of 3 years’ experience in the industry. 
  • At least 3 years management experience.
  • Class of business Health benefits an advantage. 
  • Ensure compliance with the FAIS ACT and subordinate legislation at all times. 
  • Compliance Qualification (Advantageous ). 
  • Financial Planning (Advantageous).

Main duties 

  • Provide support and guidance to Client Liaison Team Leaders to achieve set target, improve the quality of their service.
  • Oversee that high standards are maintained by ensuring that the team produces excellent work.
  • Manage the CLO unit budget.
  • Ensure that the unit’s expenditure and procurement processes are line with the Scheme’s Supply Chain management policies policy. 
  • Processes conduct regular feedback sessions on performance against set targets.
  • Ensure that a quality service is offered to members on site and queries resolved on site are maintained at the required resolution rate.
  • Ensure that escalated queries are resolved in line with agreed processes and within the required turn around times.
  • Maintain positive scheme member and stakeholders relationships and test these by engaging stakeholders directly.
  • Ensure effective communication of Scheme information to members and Stakeholders.
  • Establish and maintain effective communication and integration with the Scheme’s administrator and telemarketing team.
  • Ensure adherence to internal policies and procedures, analyse trends and submit recommended interventions on the operation of the unit for management decision making. 
  • Compile weekly and monthly reports on the operation of the unit for submission to the senior manager: Communications and member affairs.
  • Manage daily operations of the unit.
  • Set performance targets, plans and goals for the team leaders. 
  • Prioritise activities and projects and ensure timeous execution of the plans 
  • Ensure continuous improvement in the quality of work rendered by the team 
  • Measure service performance of teams against predefined service metrics and provide recommendations for performance improvement.
  • Forge links or partnerships with stakeholders by engaging with them.
  •  Ensure that internal and external channels are coordinated and collaborated.
  • Participate in SPN forum meetings.
  • Oversee that all new systems are effectively applied 
  • Communicate effectively with internal and /or external clients. 
  • Conduct regular feedback sessions with the team on set targets.
  •  Maintain positive Scheme member and stakeholder relationships.
  •  Facilitate effective communication between members and stakeholders. 
  • Establish and maintain effective communication with the Scheme’s.
  •  Administrator and marketing team to coordinate events.
  • Ensure CLO interactions are within protocols and processes agreed with departments.
  • Ensure that the CLO risks are identified, assessed and mitigated. 
  • Clearly define roles and responsibilities.
  • Allocate duties, deadlines and resources.
  • Monitor and manage Client Liaison Team Leaders daily activities.
  • Ensure adherence to work schedules by the Client Liaison Team Leaders.
  • Clearly define roles and responsibilities of each team member and team leader, as well as the administrative support staff.
  • Ensure that the Unit effectively represents the company's brand, mission, vision and values at all times.
  • Manage all staff of the unit.
  • Ensure that staff is adequately trained and capacitated to perform. 
  • Ensure that staff is motivated and rewarded for performance.
  • Manage the HR environment in accordance with the Scheme’s HR Policy. 

Location: 

  • KwaZulu Natal
  • Northern Cape
  • Western Cape

N.B: By responding to this advert, you consent to Heitha Staffing Group processing your personal information for recruitment purposes and confirm that any personal information has been submitted voluntarily. Applicants will be requested to fill in and sign a POPI Act Consent Form.

Only shortlisted candidates will be contacted. If you have not heard from us in 4 weeks, consider your application unsuccessful.

To apply please send your CV to itumeleng@heitha.co.za (Northern Cape) , Lethabo@heitha.co.za (KwaZulu Natal), intern2@heitha.co.za (Western Cape).

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