Head of Client Service (Health Insurance / HMO) at Masslife Healthcare Limited

Job Description

• We are seeking a seasoned, strategic, and passionate Head of Client Service to lead our client-facing operations.
• You will be responsible for defining the strategy, managing high-value relationships, and driving a culture of service excellence across the organization.
• As a senior leader, you will oversee the entire client lifecycle, ensuring high retention, satisfaction, and operational efficiency.

Key Responsibilities

• Strategic Leadership: Develop and implement Client Service strategies that align with business goals, enhance customer experience, and increase retention.
• Relationship Management: Serve as the escalation point for and maintain relationships with key corporate clients and stakeholders.
• Operational Excellence: Supervise the client service department, improving workflows, and ensuring 24/7 responsiveness, including call center performance.
• Team Development: Mentor, coach, and manage a high-performing team of client service executives and managers.
• Quality Assurance: Monitor client satisfaction metrics (Customer Satisfaction Score-CSAT and Net Promoter Score-NPS), analyze feedback, and implement improvements in service delivery.
• Cross-Functional Collaboration: Work closely with the Marketing, Product Development, and Claims departments to ensure seamless service and product alignment.
• Health Promotion: Coordinate with medical teams to organize preventive health programs and wellness initiatives for corporate clients.

Requirements & Qualifications

• Experience: Minimum of 5–10 years of experience in client services, with at least 3 years in a senior leadership role, specifically within a Health Insurance/HMO environment.
• Education: Bachelor’s degree in Business Administration, Healthcare Management, Public Health, or a related field; MBA is a plus.
• Industry Knowledge: In-depth knowledge of health insurance regulations, products, and quality management systems (QMS).
• Skills: Demonstrated ability to lead teams, influence change, and solve complex, high-stakes problems, with technical knowledge of Service-Level Agreements (SLA), client onboarding frameworks, escalation matrices, and compliance reporting.
• Technology: Proficiency in CRM systems, project/collaboration, data analytics, and visualization tools.