Job Description
About the Role
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 conciergestyle service, supported by efficient case management, accurate claims navigation and streamlined operational processes.
Key Responsibilities
- 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 organisations Partnership Framework and governance expectations
- Oversee the Concierge (Top 1 000) segment service performance, focusing on efficiency, responsiveness and SLA adherence
- 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
- Collaborate with COID, Legal Ops and Disability Management teams to ensure accurate case handling and escalations
- 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 highimpact client issues and provide resolution 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
Requirements
- Bachelors 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
Qualifications
(No qualifications mentioned in the original job description)
Salary & Benefits
Competitive salary package (no specific details provided)
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Accounting / Finance Jobs in Johannesburg
When it comes to the accounting and finance sector in Johannesburg, South Africa, typically, this field is considered a stable and secure area for job seekers. The demand for skilled professionals in this space remains strong due to the country’s growing economy and increasing complexity of financial regulations. As a result, common job opportunities can be found across various industries.
In terms of salary expectations, it is generally true that accounting and finance professionals in Johannesburg can expect broad ranges that vary depending on factors such as experience, company size, industry sector, and specific role within the organisation. For example, entry-level positions may start at around R200 000 to R300 000 per annum, while senior roles can range from R500 000 to over R1 million per year, depending on individual qualifications, performance, and industry norms.
To succeed in this field, common skills are typically required, including strong technical knowledge of accounting principles, financial analysis, and problem-solving abilities. Soft skills such as communication, teamwork, and time management are also essential for professionals working in this space. Other valuable skills include proficiency in accounting software, data analysis, and business acumen. It’s worth noting that experience, particularly with reputable firms or industries like the technology sector, can significantly impact salary expectations.
The finance and accounting industry is diverse, with various sectors employing these roles, such as financial services, technology, manufacturing, and more. Financial services sector often employs accountants to assist with compliance and risk management, while the technology industry may require professionals to work on financial planning, budgeting, and forecasting.
For career development, it’s common for accounting and finance professionals to start in entry-level positions before moving into specialist roles or leadership positions within their organisation. Opportunities for advancement can also be found through professional certifications such as CA (South Africa) or CIMA (Chartered Institute of Management Accountants), which demonstrate expertise and commitment to the field. Additionally, many firms offer training and development programs that support career progression and specialisation in specific areas, such as audit, taxation, or financial planning.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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