Position Purpose? To lead and provide strategic direction to the team and drive end to end processes in order to deliver a customer-centric business environment.To ensure that the business area is aligned to Medscheme and client schemes strategic objectives.Providing holistic care that is personalized and accessible, managing the journey end to end.Committing to our care charter striving to continuously make a positive difference.Building relationships and networking across all stakeholders to achieve the strategic goals and objectives.Collaborate with cross-functional teams, align Customer Experience (CX) strategies with company values, prioritize digital channels, and manage anddrive change.Promote adoption of new processes, and monitor risks associated with customer service and or care projects.What will you do? Strategic purchasing-Develop, implement and manage innovative service purchasing models with providers that optimize cost, quality, outcomes and access, including provider networks that focus on value-based care and alternative reimbursement models.Reporting and analysis-Co-develop and analyse reports to support strategy, product design and monitoring of initiatives.Customer Centric Product Design- Understand the customer decision journey thoroughly. Apply design thinking principles to create customer-centric experiences.- Align strategies with market trends, partner ecosystems, and competitive insights. Implement the CX strategy aligned with company value. Lead strategic management of product and or operational content- Lead the team strategically to enable representation and participation at all governance forums.- Collaborate with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies.- Strategically enable and monitor the management of all SOP's and Operational Resources by working collaboratively with your team and othercapability owners. - Attend and participate in all required forums in the governance model. - Lead and support all roles in the business model.Strategic Project Delivery Management- Strategically guide and enable accountability to drive projects, representing your level of ownership.- Inspire the teams supporting the project, encouraging confidence, and celebrating milestones.Business Strategy and Prioritization- Comfortably handle business strategy and portfolio prioritization, focusing on end-to-end management of oncology.- Define delivery strategies. - Track key performance indicators and financial metrics.Business Architecture Expertise- Dive deep into service trends and architectural questions. - Develop value streams with entry and exist control points and associated implementation roadmaps. - Manage the delivery life cycle effectively.Collaboration and Change Influence- Lead teams and communicate across diverse groups. - Drive organisational change throughout the company.Strategy Implementation- Collate strategies and prioritize focus areas. - Align customer strategies with company values. - Define digital channel self-servicing priorities. - Collaborate with cross functional teams to design effective servicing models. - Implement and validate business testing before launching new product enhancements.Product Portfolio Management-Manage and monitor the product portfolio content by keeping it up-to-date, relevant, and aligned with business/capability goals.Quality and Risk Management -Lead and enable your team to meet the Quality and Risk Management Framework standards.Understand and drive digital transformation.-Lead and embrace technology and attributes required in a Digital Environment.Strategic and Thought Leadership -Provide strategic direction through planning and enabling the team with clear direction and goals aligned to the business strategy.-Dive thought leadership both internally and externally.Relationship Management -Build and establish relationships at all levels with external partners and internal departments.Qualification and Experience QualificationsClinical degree with professional registration essential. Degree/diploma in business management or other related field is advantageous.ExperienceOverall, 10 years' experience.5+ years' experience in the following is essential:Extensive leadership, Health Industry experience, Managed Healthcare, Customer Servicing and Contact Centre Management design thinking, QualityAssurance, Reporting and Trending, Strategic thinking and planning and Product Management5+ years' experience in Recruitment, Workforce Planning and Budget Management is advantageousKnowledge and Skills -Knowledge and application of Health legislation and regulatory-Business systems knowledge-Health Care IndustrySkills: -Active Listening -Attention to Detail -Systems Thinking -Logical -Analytical thinking -Computer technology skills-Strong Data Interpretation -Detailed Problem solving -Relator and Individualization -Curiosity and Lifelong Learning (inquisitiveness)-Emotional Intelligence -Interpersonal -Coaching and Cohesion
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