Operations Lead, Customer Success at Reliance HMO

Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are recruiting to fill the position below:

Job Title: Operations Lead, Customer Success

Location: Lagos
Job type: Full-time

Description

• This role will manage operational systems and processes that support an expanding omnichannel support and customer success function across multiple geographical markets.
• This role will report to the SVP of Customer Success.

Responsibilities
You will be Responsible for:

• Developing and implementing a strategy, plan, and KPIs for operations and international expansion
• Developing forecasting models that track the actual performance against model predictions
• Managing capacity to ensure optimal staffing levels for each channel and market
• Managing external vendors and internal partners that provide systems to support and optimize customer success functions.
• Identifying and working cross-functionally to automate processes
• Removing obstacles to delivering consistently high levels of service
• Managing projects to launch services in new emerging markets
• Managing RFP’s to select new vendors required for new emerging markets

Requirements

• 5 years of experience with operational management of call centers, ideally within the Healthcare industry.
• Experience configuring and managing call center management systems
• Experience with interaction forecasting, capacity, and workforce management
• Strong analytical and data management and reporting skills
• Experience with operations across multiple geographical markets

Benefits

• Work alongside & learn from best-in-class talent
• Join a market leader within the Insurance space
• Attractive Salary & benefits
• Unlimited leave days
• Free office lunch
• Fantastic work culture
• Work and learn from some of the best in the industry
• Great work-life balance

Application Closing Date
Not Specified.