Job Summary

The Head, Client Services is responsible for developing and leading a client-centric strategy to ensure optimal service delivery to all enrollees and corporate clients of the organization. The role oversees the day-to-day operations of the client services unit, ensuring efficient handling of inquiries, complaints, service requests, and client engagement activities.

This position provides leadership to a team of client service professionals, coordinates interdepartmental service delivery, monitors service levels, and drives client retention.

The ideal candidate will possess strong interpersonal skills, service
operations expertise, and a deep understanding of HMO processes.

Responsibilities

Strategic Leadership and Unit Management

• Lead and manage the Client Services team to deliver exceptional client experience across all touchpoints.
• Develop and implement strategies to improve service delivery and client satisfaction.
• Ensure a responsive, solutions-oriented culture within the team, in line with HMO service standards.
  

Client Relationship Management

• Build and maintain strong relationships with key corporate clients and enrollees.
• Supervise onboarding processes and ensure timely delivery of ID cards, welcome kits, and necessary documentation.
• Proactively manage client communications to reduce complaints and improve
  engagement.
• Handle escalated client issues and ensure satisfactory resolution within service timelines.
  

Service Operations and Quality Assurance

• Monitor the handling of enquiries, requests, and complaints to ensure timely and professional responses.
• Ensure effective use of CRM tools and service tracking systems for performance reporting.
• Identify service gaps and implement improvements across the client interaction journey.
• Conduct periodic client satisfaction surveys and recommend improvement initiatives based on feedback.
  

Team Development and Supervision

• Provide guidance, mentorship, and performance feedback to client service officers.
• Identify skill gaps and facilitate continuous training and capacity development.
• Ensure staff compliance with communication protocols and standard operating procedures.
• Foster a team culture that emphasizes accountability, responsiveness, and professional growth.
  

Reporting and Documentation

• Maintain accurate records of client interactions, complaints, resolutions, and feedback.
• Prepare periodic reports on client service metrics, trends, and escalations for management review.
• Track and analyze service performance data to support decision-making and continuous improvement.

Data Protection and Confidentiality

• Uphold the highest standards of confidentiality in handling company-related information, ensuring compliance with data protection laws and internal policies.
• Adhere to the company’s information security guidelines, including proper storage, transmission, and disposal of sensitive materials.
• Promptly report any suspected data breaches or unauthorized access to the appropriate company authority.
• Participate in periodic data protection training to stay informed about evolving security risks
  and best practices.

General Assignment

• Execute any other duties and tasks that may be designated or assigned by the Company.
• Participate in the knowledge sharing programme of the department and the company
• To provide supports to your manager, Managing Director and Vice Chairman as may be required towards serving the Board, Management and staff.
  

Qualification

Education

• Bachelor's degree in Business Administration, Public Health, Health Management, or related field. A master’s degree or professional certification in customer service or healthcare management is an added advantage.

Experience

• Minimum of 5–7 years’ relevant experience in client services or customer experience management, with at least 3 years in a supervisory or leadership role, preferably within the HMO or healthcare sector.

Skills and Competencies

• In-depth knowledge of HMO operations and service delivery frameworks.
• Strong leadership and people management skills.
• Excellent communication, conflict resolution, and customer engagement
  skills.
• Analytical mindset with the ability to interpret service data and drive
  improvements.
• Proficiency in CRM systems, Microsoft Office Suite, and report writing.
• High level of emotional intelligence, professionalism, and discretion.

KPIs and Performance Metrics

1. Client satisfaction and Net Promoter Score (NPS).
2. Resolution time for complaints and service requests.
3. Accuracy and timeliness of onboarding and client documentation.
4. Retention rate of corporate clients and individual enrollees.
5. Team performance against response time and quality standards.
6. Compliance with service level agreements (SLAs) and internal policies.