The Membership and Billings Manager, will manage the end-to-end membership and billings processes and the management of these operational teams.They are responsible for the accurate onboarding and member maintenance as well as the reconciliation and maintenance of all Debtor accounts, attending to and resolving all internal and external queries.The Billing and Membership Manager has the responsibility of ensuring that their teams carry out their responsibilities while keeping the team motivated and efficient. KEY OUTCOMES (not limited to) Level 4 and 5 process elementsOnboarding and Maintenance of Policy Holders, Clients and IntermediariesProfile and policy managementMaintenance of all stakeholder detailsManage Offboarding of Clients and associated stakeholders Manage suspensions , resignations and terminationsManage Billings Processes and QueriesProcess and procedure effectivenessResolve billing issues and queries timeously, ensuring appropriate corrective action  Maintain relationship with Intermediaries and HR department including scheduling for various bill runs and problem resolutionOnsite visits to Human resource departments and brokers from time to time to facilitate smooth operationsEnsure that all processes and procedures implemented are aligned to the set operational framework for the Billing OperationsEnsure that workflow continues without interruptionPrepare and Manage Billing RunsPrepare, schedule and control bill runs and cycle sizes / migrationsContribute towards continuous improvement and innovation at process and procedure levelManage Billing ReconciliationsManage Debt OutstandingManage Intermediary Commissions Manage Premium BordereauxFinancials    Minimise operational and staff costs by controlling overtimeDevelop and ensure adherence to work schedulesEnsure that expenditure remains within budget limits, control costs through the appropriate choices of low-cost processes and proceduresPeople and Team ManagementPeople and team managementEnsuring participative leadership and strong communication within the teamCollaboration with all business areasCoaching and peer to peer learningReporting and Information ManagementEnsuring data and information is maintained and accurate for the business unit and its functions. Ensuring that volumes and strategic objective targets are met for the assigned business functions. Maintain data and information relevant to service and operations for the purpose of conducting analyses that influence service specific decision making. Proficiency in financial analysis, being able to identify opportunities and the development of financially viable long-term service and operation plansClient and Perception ManagementResponsible for assessing, clarifying, and validating the client and intermediary needs on an ongoing basis, maintaining high client satisfaction ratings that are up to the business’s standards Liaise with Client Relationship Managers regarding progress and updates Ensure process is complete by Billing Cycle cut off times Respond to queries regarding the membership process with both internal and external stakeholderBest Practise and Continuous ImprovementIdentifying opportunities by evaluating current business trends, best practise research and principles.Working closely with all business units to enhance and promote positive feedback loops and improvements.Works closely with all managers and teams coaching and mentoring the team’s development and professional skills.StrategyImplement and lead business and campaign strategies that lead to high client, intermediary and team satisfaction. Management of the team’s budgets, targets, performance objectives, standards and projects.Collaboration and CommunicationImprove and drive cross-functional team collaboration through accurate and focused forms of communication
