Head, Client Services

Our client, a leading Health Maintenance Organisation(HMO) in Lagos Nigeria is seeking to hire Head, Client Services.

Job Objectives:
To act as a liaison between a business and its customers and provide clients with reliable and impeccable service. The Head, Client Services works to ensure customers are satisfied, services are effectively rolled out, and members understand how the scheme works and answer questions or resolve customer complaints.

Responsibilities:

1. Cultivate, establish and maintain business relationships with assigned clients, their members and representatives
2. Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
3. Anticipate / identify key client challenges and proffer solutions where necessary
4. Update and keep accurate client details and directory
5. Frequently monitor client satisfaction with services provided
6. Maintain regular interaction with assigned clients, through
7. scheduled meetings or via telephone or written communication
8. Liaise with different departments about client queries
9. Ensure a seamless ‘end to end’ service for clients across all interfaces with the Company
10. Develop effective communication platforms for clients
11. Demonstrate expert knowledge of the Company’s products and services
12. Create and implement innovative and engaging routines, programs, campaigns, workshops, interactions, and content (digital, print, and otherwise) to promote clients’ awareness and adoption of client loyalty and preventive health measures
13. Ensure periodic review meetings with client contacts are carried out; prepare the necessary reports for and share with management.
14. Prepare and provide a weekly schedule of planned activities
15. Conduct customer service workshops such as “How the Scheme Works”, IT systems training (where relevant), and other relevant presentations
16. Ensure accurate client correspondence records
17. Ensure repeat-business / scheme renewals by clients
18. Develop and foster growth within existing clients
19. Any other assignment as required by Management

Requirements
Competencies:

1. A degree in Medicine / Life Sciences / or a related field
2. At least seven (7) years of cognate experience
3. Highly proficiency in Microsoft Office Suite programs, especially Excel and Word
4. Conflict Resolution
5. Supervision Management
6. Customer Service Skills
7. Project Management