Operations Manager – Health
2025-04-01T17:15:08+00:00
Madison Life Insurance Company Limited
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https://www.greatzambiajobs.com/jobs/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Insurance
Healthcare
2025-04-14T17:00:00+00:00
Zambia
8
Location: Lusaka – Head Office
Reporting: General Manager – Health
POSITION OVERVIEW
The Operations Manager will be responsible for overseeing and improving the day-to-day operations of the organization. This includes managing operational workflows, optimizing internal processes, ensuring compliance with regulatory requirements, and driving operational efficiency. The role requires strong leadership, attention to detail, and the ability to collaborate across departments to ensure seamless service delivery and improved business performance.
KEY QUALIFICATIONS, QUALITIES & COMPETENCIES
- Full grade twelve certificate with at least credit in Mathematics & English
- Bachelor’s degree in Business Administration, Healthcare Management, Insurance, Operations Management, or a related field.
- Minimum of 5-7 years of experience in operations management, with at least 2-3 years in a leadership role within the health insurance, customer service, or financial services industry.
- Strong knowledge of health insurance products, claims processes, underwriting, and membership services.
- Proven experience in process optimization, team management, and cross-departmental collaboration.
- Strong leadership and team management skills, with the ability to motivate and develop a diverse team.
- Excellent problem-solving skills and ability to implement creative solutions to complex operational challenges.
- Strong knowledge of regulatory compliance in the health insurance industry.
- Proficiency in operational management software, CRM systems, and Microsoft Office (Word, Excel, PowerPoint).
- Excellent communication skills, both verbal and written, with the ability to present to senior management and collaborate across teams.
- Attention to detail and strong organizational skills.
KEY RESPONSIBILITIES
Operations Management:
- Oversee the day-to-day operations of the health insurance business, ensuring efficient processes in claims management, membership services, underwriting, customer service, and billing.
- Ensure smooth and effective operational workflows, identifying areas for improvement and implementing best practices to enhance operational efficiency.
- Monitor key operational metrics (e.g., claims processing time, membership retention, client satisfaction) and report performance to senior management.
Team Leadership & Development:
- Manage and lead the operations team, providing guidance, mentorship, and support to ensure high levels of productivity and performance.
- Foster a collaborative and positive working environment, promoting teamwork and professional growth.
- Organize and conduct training programs to develop staff skills, enhance operational knowledge, and ensure compliance with industry standards.
- Conduct performance evaluations, provide feedback, and assist in setting individual and team goals.
Process Optimization & Efficiency:
- Identify inefficiencies and bottlenecks in operational processes, recommending and implementing improvements to streamline workflow and reduce costs.
- Introduce automation and technology solutions to improve operational efficiency, enhance data accuracy, and reduce manual workloads.
- Monitor the implementation of new processes or tools and ensure they align with company goals, performance targets, and customer satisfaction objectives.
Regulatory Compliance & Quality Assurance:
- Ensure compliance with all health insurance industry regulations, company policies, and legal requirements.
- Work closely with the compliance and legal teams to ensure that all operations adhere to the latest laws and regulations affecting the health insurance industry.
- Develop and implement quality assurance procedures to ensure the delivery of high-quality services and accurate processing of claims, enrollments, and other operational tasks.
Budgeting & Financial Management:
- Assist in budget preparation and monitor the operational budget to ensure cost-effective resource allocation.
- Identify cost-saving opportunities while maintaining service quality and ensuring business growth.
- Ensure efficient utilization of resources across departments, managing operational costs without compromising performance.
Cross Departmental Collaboration:
- Collaborate with sales, marketing, claims, underwriting, and customer service teams to ensure seamless coordination of operations.
- Communicate operational updates and changes effectively across departments to ensure alignment and clarity.
- Support product development and innovation by providing operational insights and feasibility analysis.
Customer Experience & Satisfaction:
- Ensure that operational activities are aligned with customer satisfaction goals and deliver a positive customer experience.
- Resolve escalated customer service issues and work to address client feedback regarding the company’s processes or services.
- Implement strategies to improve member retention rates, claims accuracy, and service responsiveness.
Reporting & Performance Metrics:
- Develop and maintain operational dashboards and reports to track performance against key metrics, including processing times, claim accuracy, and operational costs.
- Provide actionable insights to senior management regarding operational performance, areas for improvement, and strategies for achieving business objectives.
- Prepare regular reports on operational KPIs, budget performance, and compliance metrics.
Change Management:
- Lead change management initiatives to enhance operational performance, adapt to industry trends, and implement new systems or technologies.
- Ensure smooth transitions during process changes, system upgrades, or other operational transformations.
- Promote a culture of continuous improvement, encouraging employees to embrace innovation and change.
Operations Management: Oversee the day-to-day operations of the health insurance business, ensuring efficient processes in claims management, membership services, underwriting, customer service, and billing. Ensure smooth and effective operational workflows, identifying areas for improvement and implementing best practices to enhance operational efficiency. Monitor key operational metrics (e.g., claims processing time, membership retention, client satisfaction) and report performance to senior management. Team Leadership & Development: Manage and lead the operations team, providing guidance, mentorship, and support to ensure high levels of productivity and performance. Foster a collaborative and positive working environment, promoting teamwork and professional growth. Organize and conduct training programs to develop staff skills, enhance operational knowledge, and ensure compliance with industry standards. Conduct performance evaluations, provide feedback, and assist in setting individual and team goals. Process Optimization & Efficiency: Identify inefficiencies and bottlenecks in operational processes, recommending and implementing improvements to streamline workflow and reduce costs. Introduce automation and technology solutions to improve operational efficiency, enhance data accuracy, and reduce manual workloads. Monitor the implementation of new processes or tools and ensure they align with company goals, performance targets, and customer satisfaction objectives. Regulatory Compliance & Quality Assurance: Ensure compliance with all health insurance industry regulations, company policies, and legal requirements. Work closely with the compliance and legal teams to ensure that all operations adhere to the latest laws and regulations affecting the health insurance industry. Develop and implement quality assurance procedures to ensure the delivery of high-quality services and accurate processing of claims, enrollments, and other operational tasks. Budgeting & Financial Management: Assist in budget preparation and monitor the operational budget to ensure cost-effective resource allocation. Identify cost-saving opportunities while maintaining service quality and ensuring business growth. Ensure efficient utilization of resources across departments, managing operational costs without compromising performance. Cross Departmental Collaboration: Collaborate with sales, marketing, claims, underwriting, and customer service teams to ensure seamless coordination of operations. Communicate operational updates and changes effectively across departments to ensure alignment and clarity. Support product development and innovation by providing operational insights and feasibility analysis. Customer Experience & Satisfaction: Ensure that operational activities are aligned with customer satisfaction goals and deliver a positive customer experience. Resolve escalated customer service issues and work to address client feedback regarding the company’s processes or services. Implement strategies to improve member retention rates, claims accuracy, and service responsiveness. Reporting & Performance Metrics: Develop and maintain operational dashboards and reports to track performance against key metrics, including processing times, claim accuracy, and operational costs. Provide actionable insights to senior management regarding operational performance, areas for improvement, and strategies for achieving business objectives. Prepare regular reports on operational KPIs, budget performance, and compliance metrics. Change Management: Lead change management initiatives to enhance operational performance, adapt to industry trends, and implement new systems or technologies. Ensure smooth transitions during process changes, system upgrades, or other operational transformations. Promote a culture of continuous improvement, encouraging employees to embrace innovation and change.
Full grade twelve certificate with at least credit in Mathematics & English Bachelor’s degree in Business Administration, Healthcare Management, Insurance, Operations Management, or a related field. Minimum of 5-7 years of experience in operations management, with at least 2-3 years in a leadership role within the health insurance, customer service, or financial services industry. Strong knowledge of health insurance products, claims processes, underwriting, and membership services. Proven experience in process optimization, team management, and cross-departmental collaboration. Strong leadership and team management skills, with the ability to motivate and develop a diverse team. Excellent problem-solving skills and ability to implement creative solutions to complex operational challenges. Strong knowledge of regulatory compliance in the health insurance industry. Proficiency in operational management software, CRM systems, and Microsoft Office (Word, Excel, PowerPoint). Excellent communication skills, both verbal and written, with the ability to present to senior management and collaborate across teams. Attention to detail and strong organizational skills.
Full grade twelve certificate with at least credit in Mathematics & English Bachelor’s degree in Business Administration, Healthcare Management, Insurance, Operations Management, or a related field. Minimum of 5-7 years of experience in operations management, with at least 2-3 years in a leadership role within the health insurance, customer service, or financial services industry. Strong knowledge of health insurance products, claims processes, underwriting, and membership services. Proven experience in process optimization, team management, and cross-departmental collaboration. Strong leadership and team management skills, with the ability to motivate and develop a diverse team. Excellent problem-solving skills and ability to implement creative solutions to complex operational challenges. Strong knowledge of regulatory compliance in the health insurance industry. Proficiency in operational management software, CRM systems, and Microsoft Office (Word, Excel, PowerPoint). Excellent communication skills, both verbal and written, with the ability to present to senior management and collaborate across teams. Attention to detail and strong organizational skills.
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