THE JOB AT A GLANCE
The purpose of the Head: Concierge & COID Assist is to lead and manage the Concierge segment (Top 1 000 employers) and the COID Assist service capability. This role ensures the delivery of high-quality, responsive, and standardized conciergeâÃÂÃÂstyle service, supported by efficient case management, accurate claims navigation and streamlined operational processes.
The role focuses on improving service experience, reducing bottlenecks, assisting employers and employees through the COID journey, and ensuring compliance with statutory requirements. It acts as the operational leader for medium-complexity portfolios and escalated COID support across the organisation.
WHAT YOU WILL DO
Segment Strategy & Business Planning
Develop and implement the Concierge & COID Assist Strategy aligned to the Commercial & Partnerships model
Identify service improvement opportunities to optimise customer experience, reduce pain points, and improve turnaround times
Leverage insights and analytics from Strategy & Data teams to optimise portfolio management and service outcomes
Ensure alignment with the organisation's Partnership Framework and governance expectations.
Portfolio Management
Oversee the Concierge (Top 1 000) segment service performance, focusing on efficiency, responsiveness and SLA adherence
Ensure standardised but personalised service models are consistently applied across the Concierge portfolio — as aligned to the segmentation framework
Manage performance across onboarding, membership, policy administration, debtors, claims navigation and query resolution related to COID Assist
Monitor, analyse and interpret service and claims trends to guide interventions and client engagement strategies.
COID Assist Oversight
Oversee a dedicated support function assisting employers and employees with COID processes, documentation, case follow-ups and claims resolution
Collaborate with COID, Legal Ops and Disability Management teams to ensure accurate case handling and escalations
Ensure COID Assist maintains full compliance with statutory requirements and internal governance.
Client & Stakeholder Engagement
Build trust-based relationships with employer representatives, key HR stakeholders, unions and internal business leaders
Lead structured engagement forums — including service reviews, trend feedback sessions and process optimisation workshops
Escalate highâÃÂÃÂimpact client issues and provide resolution leadership.
Operational Leadership
Manage day-to-day operations to ensure seamless service delivery for Concierge and COID Assist clients
Strengthen handovers between frontline, claims, onboarding, and technical teams
Drive digital adoption and customer self-service for high-volume queries.
People Leadership
Lead and develop a team of Concierge Relationship Officers, COID Assist specialists, and support staff
Promote a culture of accountability, empathy, operational discipline and continuous improvement
Build capability within the team through coaching, performance management and training.
Governance, Compliance & Reporting
Ensure adherence to SLA, compliance, audit and regulatory requirements
Collaborate with Legal, Risk & Compliance, Actuarial and Finance as needed
Produce monthly reporting on portfolio performance, customer issues, segment KPIs and claims trends
Requirements
WHAT YOU'LL BRING TO THE TABLE
Bachelor's degree (NQF 7) in Business/Commerce/Insurance or related field
8+ years' experience in Relationship Management, Key Account Management or Corporate Segmentation—3 years at senior level
Proven experience managing high-value, complex portfolios
Excellent commercial, negotiation, and stakeholder engagement skills
Deep understanding of insurance, claims behaviour and corporate client environments.
Skills & Competencies
Leadership & Strategy
Strategic visioning and execution
People leadership and team development
Innovation and change leadership.
Sales & Growth
Sales planning and forecasting
Market development and sector strategy
Partner and channel management.
Customer-Centric Execution
Deep understanding of customer journeys
Ability to implement tiered service models
Data-driven customer engagement and VOC (Voice of Customer) insight integration.
Technical Skills
Proficiency in CRM, sales analytics tools, and digital platforms
Financial acumen with experience in revenue generation and budget management