Enquiry Management Manager

About the role

The Enquiry Management Manager leads a team that handles client enquiries within the health services sector, ensuring that all processes comply with internal policies, regulatory requirements and service standards. This role is pivotal in delivering a positive client experience while meeting business objectives.

Key responsibilities

• Contribute to the development of client service strategy and value proposition.
• Implement operating procedures, quality standards and service level agreements for enquiry management.
• Monitor, evaluate and optimise operational processes for quality and efficiency.
• Develop and maintain standard operating procedures for client service solutions.
• Oversee the comprehensive client service function, ensuring timely and accurate delivery.
• Track operational results, manage backlogs and adjust resources as needed.
• Produce regular reports on service performance, trends and compliance.
• Act as an escalation point for team leaders handling complex client queries.
• Identify and report process or system failures and recommend enhancements.
• Monitor turnaround times, drive service delivery goals and ensure queries are resolved effectively.

Required profile

• Grade 12 or equivalent qualification.
• Relevant business degree or diploma (essential).
• Relevant industry‑related qualifications (desirable).
• 6–8 years experience in the health/medical‑aid services industry.
• 3–5 years people‑management experience.
• Proven knowledge of client service policies, regulatory compliance and service‑centre operations.
• Experience with complaints handling processes.

Required skills