Senior Associate – Key Accounts Customer Care

<div><p>Manage and oversee the relationship with all Group Secretaries of groups across the regions and maintain rapport.</p><ul><li>Analyse customer complaints, issues, trends and behavior across all groups across the regions to collect key information to aim in identifying possible complaints and resolutions and avoid complaints.</li><li>Build a strong relationship with Operational units like membership, Back office and customer service, Reimbursement claims teams to deliver on agreed on service levels.</li><li>Ensure excellent relationship and satisfaction of Group RM’s across the regions.</li><li>Implement policies and procedures and projects and all communications required such as Kaizens and Continuous Improvements.</li><li>Satisfy escalated customer issues by answering inquiries and resolving complaints.</li><li>Proactively monitor, manage and implement the service plans and team performance for Key Accounts support ensuring All operational KPI’s are met.</li><li>Manage the daily unit’s operations to ensure the highest level of efficiency and compliance with policies, procedures, and process</li><li>Ensure the necessary resources and tools are available for quality customer service delivery by accurately forecasting workload</li><li>Monitor daily operations and take required decisions to maintain and improve processes in line with Key Performance Indicators</li><li>Prioritize and delegate work tasks to ensure effective unit operations</li><li>Ensure and facilitate goal setting; manage and constantly review individual performance</li><li>Provide regular feedback, coaching and development</li><li>Motivate, empower and enable direct reports by providing the necessary tools and support required to achieve the organizational development objectives</li></ul></div>#J-18808-Ljbffr