Job Openings at Reliance Health

Job Summary

• This role is responsible for developing and maintaining Reliance Health’s relationship with corporate clients by ensuring the highest levels of positive customer experience.
• The role is also responsible for ensuring strong customer retention and the resolution of serious client administrative issues

Job Description

• Acting as a primary contact person to key contacts in client companies to ensure their needs are adequately served and resolve any issues they might have
• Assist corporate clients in onboarding and navigating our system and the healthcare system in general
• Anticipate issues and needs of corporate clients and intervene early to ensure they do not occur
• Conceptualize and execute additional initiatives including but not limited to corporate events, wellness checks, etc that will lead to a better experience for corporate clients
• Ensure retention of corporate clients and the potential expansion of their value by providing additional value-added services
• Regularly obtain feedback on our services from corporate clients and act on said feedback accordingly

Requirements

• B.Sc / HND qualification
• Minimum of 2 years post-NYSC experience in the health insurance sector or a similar field.
• Strong written and spoken communication skills
• Strong analytical thinking skills
• Ability to work in a team and collaborate with various individuals
• Strong interest in developing a career in a client-focused role
• Sales/Customer Success/Client Relations experience are added advantages.
• Must be based in Lagos.

What's on Offer?

• Join a market leader within Healthcare
• A role that offers a breadth of learning opportunities
• Opportunity to make a positive impact

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The Role

• We are seeking a Service Designer with a passion for real impactful work, finding solutions to allow our customers to access healthcare most easily and intuitively.
• They will Create user journeys to define touch points, pain points, opportunities, and relationships between personas.
• Ensure learnings and insights are documented and shared across the organization to help inform the design of current, target, and future experiences.

Responsibilities
Your Responsibilities will include:

• Ensuring learning and insights are documented and shared across the organization to help inform the design of current, target and future experiences
• Creating user journeys to define touch points, pain points, opportunities, and relationships between personas
• Developing clickable prototypes and other props to test concepts, prove or disprove hypotheses, facilitate co-creation sessions, and iterate
• Problem framing - visualize, articulate and solve complex problems and concepts. Make disciplined decisions based on available information and research evidence.

Ideal Profile
Skills Required:

• Minimum of 4 years of experience in service design and a solid understanding of its principles
• Tertiary Education from a recognized institution, ideally in Design or a similar field.
• Solid experience of UX design, thinking in flows and not interfaces is a must
• Proficiency with customer journey mapping and prototyping tools. You should be able to develop new design concepts through sketching and using prototyping tools like Marvel, Figma, Invision, XD or similar is a must
• Experience working with established design teams and contributing to internal process improvements
• Can navigate ambiguity - designing products that cater for the needs of a variety of users while balancing conflicting requirements
• Ability to set out goals for user research and clearly interpret the results of that research.
• Excellent communication skills and can explain ideas and concepts in a way that non-designers and non-technical people understand
• Ability to collaborate with relevant stakeholders including data scientists and product managers.

What's on Offer?

• Join a market leader within Healthcare
• A chance to accelerate your career
• Opportunity to make a positive impact.

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The Role

• This role will manage all chatbot operational systems and processes that support an expanding omnichannel support and customer success function across our chat channels.
• This role will report to the SVP of Customer Success. 

Responsibilities
Your Responsibilities will include:

• Identify customer inquiry/complaint areas that may be optimized by self-service/bot automation.  
• Design the end-to-end customer journeys experience on the chatbot, for identified inquiry/complaint areas.  
• Drive and collaborate on cross-functional customer journey areas to simplify and automate customer inquiries/complaints.  
• Partner with the product and engineering team to improve the navigation, look, and feel of the Reliance Health chatbot.  
• Measure and evaluate the successes of the chat automation and provide appropriate intervention where needed. 

Ideal Profile
Skills Required:

• At least 6 months of experience handling Reliance Health customers in the reliance care center, preferably in the chat team.
• No experience with chatbot processes needed 
• Willingness to learn with a growth mindset 
• Attention to details.
• Strong analytical and reporting skills 
• You have good computer skills (MS Word, Excel, PowerPoint).
• You have excellent communication and interpersonal skills.
• You are highly goal driven and work well in fast-paced environments.

What's on Offer?

• Great work culture
• Flexible working options
• Opportunity to make a positive impact.

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Ref: SIIYGW1KV1
Location: Nigeria
Job Engagement: Full Time
Job Type: Contract

The Position

• This role will lead an omnichannel support function across multiple emerging markets for providers, corporate clients, enrolled employees, and retail customers.  
• This role will report to the SVP of Customer Success.

Responsibilities
You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs to delight stakeholders with every interaction at scale
• Selecting, developing, and managing the performance of employees
• Working cross-functionally to deliver knowledge management tools, training, quality management, and automation
• Optimizing the omnichannel experience across voice, chat, chatbot, and email channels
• Providing and implementing data-driven recommendations for continuous improvement on a weekly, monthly, and quarterly basis
• Launching support teams in new emerging markets across multiple time zones, cultures, and languages

Ideal Profile
Skills Required:

• 8 years of call center management experience
• Healthcare or Insurance experience
• Experience managing call centers across multiple geographical markets
• Experience implementing scalable solutions that drive customer satisfaction 

What's on Offer?

• Leadership Role
• Fantastic work culture
• A role that offers a breadth of learning opportunities.

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The Role

• We are looking for self-starters who will join us in building the future of health and technology as Product Managers.
• The ideal candidate will be a team player – able to work across different stakeholders, communicate expectations openly and clearly, and welcome constructive feedback.

Responsibilities
Your Responsibilities will include:

• Ideating, prioritizing, and coordinating the development of innovative products.
• Integrating usability studies, research and market analysis into product requirements.
• Defining and analyzing metrics that ensure the success of products.
• Understanding Reliance Health’s strategic and competitive position and deliver best-in-industry products
• Using A/B testing for our user platforms
• Designing and implementing strategies to grow our user/customer base
• Working with a team of talented engineers, designers and other stakeholders to bring products to life.

Ideal Profile
Skills Required:

• Tertiary Education from a recognized institution. 
• Minimum of 2 years product management experience
• Exceptional problem solving and analytical skills
• A demonstration of curiosity, love for learning, creativity, execution and speed
• An ability to visualize technology solutions that address user needs and market opportunities
• Readiness to face unpredictable situations and come up with the best solutions backed by data
• Excellent communication and presentation skills
• Adaptable and excellent learning agility.

What's on Offer?

• Join a market leader within Healthcare
• A chance to accelerate your career
• Flexible working options.

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Responsibilities
Your Responsibilities will include:

• Facilitating demos, and retrospection at the end of each sprint and filtering the learning for the next sprint.
• Identifying best practices and ensuring that they are well implemented.
• Resolving any issues that may arise.
• Reviewing estimates created by the team and providing feedback/ inputs.
• Helping the team to write the requirement as a user story.
• Guiding the teams towards improving the scrum way of working including ensuring cross term coordination
• Facilitating daily standup meetings, sprint planning, retrospective and sprint demos.
• Tracking metrics (eg velocity, code quality, defect density across all phases, code review metrics, testing metrics) for each sprint, report the same to the management.
• Reviewing and sharing observations on bug status and closure.
• Facilitating all interactions that the team has with the product owner to gather and prioritize the requirements
• Reviewing documented requirements as shared by the product owner
• Documenting the learning/outcome of retrospection notes.
• Collating metrics to track progress and provide status updates to relevant stakeholders.
• Coaching and mentoring team members to develop agile capabilities, self-organization, etc.
• Maintaining oversight on the work of the scrum team under purview.

Ideal Profile
Skills Required:

• You must have a Degree in Computer Science, Engineering or related field from a tertiary institution
• Minimum of 3 years' experience managing multiple scrum teams
• Experience in engaging multiple stakeholders and providing real-time reports
• Experience in application development projects using Microservices/DevOps/Cloud.
• Experience working on Java spring boot technologies.
• Proven skills in leading iteration planning and retrospectives, driving decisions, and negotiating win/win solutions
• Ability to manage multiple tasks simultaneously with a high degree of competency
• Thorough understanding of Agile software development methodologies, values, and procedures
• Understanding of the overall product roadmap as articulated by the product owner and translating roadmap into team-specific release planning and sprint planning.
• Excellent written and verbal communications skills.

What's on Offer?

• Join a well known brand within Healthcare
• Excellent career development opportunities
• Flexible working options.

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The Role

• We are seeking a Head of Research with a passion for real impactful work, finding solutions to allow our customers to access healthcare most easily and intuitively.
• They will carry out research for our team of product designers.
• The ideal candidate will be skilled at each stage of the design process but always focused on the needs of the customer.
• They will have worked with a team of both engineers and researchers and be able to lead a team of design researchers.

Responsibilities
Your Responsibilities will include:

• Leading research for the company by identifying the big questions, knowledge gaps or high-risk assumptions including identifying the scope of the research and delivering solutions based on the research.
• Working with multidisciplinary team (design and product leadership) to shape the vision of the product and design team
• Collaborating with different teams using strong communication, written documentation and facilitation skills to ensure your research supports and shapes the teams’ vision.
• Contributing to building a sustainable user-centered business
• Training and educating others in doing their own lightweight disposable low-risk evaluative research and in design and research methods.

Ideal Profile
Skills Required:

• Minimum of 7 years experience as a user experience researcher.
• Tertiary Education from a recognized institution, ideally in design or a similar field.
• Passionate about building a world-class product and service that makes healthcare work for everyone
• Must have led research before in a multidisciplinary team with the ability to contextualise and prioritise insights for the team
• Experience managing, executing and analysing usability test sessions or focus group sessions
• Experience of working in an agile development environment
• Experience in analysing both quantitative and/or qualitative research methods
• Ability to run usability testing across both mobile and desktop platforms.
• Ability to balance robust study design with the practicalities of a fast-moving company including the ability to identify areas where research may or may not be needed
• Understanding of user interface/user interaction design principles
• Good presentation skills for delivering insights in various formats
• Must be proactive, adaptable and resilient with a positive mindset.
• Experience influencing user needs to senior stakeholders
• Excellent communication skills for cross-functional collaboration

What's on Offer?

• Opportunity to make a positive impact
• A chance to accelerate your career.

go to method of application »

Responsibilities
Your Responsibilities will include:

• Working on strategic projects to grow our product capability and ensure we are user focused.
• Managing projects and monitor certain smaller projects to ensure that they are completed and report back to key stakeholders from product, tech and the executive team.
• Help to coordinate the product team and ensure they can do their roles to the best of their ability. That would include arranging workshops and monitoring the progress of existing delivery.
• Attend meetings on behalf of the CPO and report back any important findings. You will also be attending some meetings with the CPO and ensure that follow on activities are undertaken.

Ideal Profile
Skills Required:

• Minimum of 1-year experience in Project management
• Tertiary Education from a recognized institution ideally in Project Management or a similar field.
• You should be able to present a portfolio of the projects you have been involved in.
• Be a good problem solver who can ideate solutions and act on them independently
• Experience working in high-growth start-ups is an added advantage
• Experience working with senior leaders in technology is an added advantage
• Experience working with Jira and Confluence is a must
• Passionate about working in the Health and Tech industry and excited about our vision.

What's on Offer?

• Join a well known brand within Healthcare
• A role that offers a breadth of learning opportunities
• Opportunity to make a positive impact.

go to method of application »

Responsibilities
Your Responsibilities will include:

• Supporting the identification and design of learning solutions to support Reliance Health’s growth
• Setup, extract and troubleshoot LMS curriculum access, reports, course registrations, and course rosters
• Working with the L&D Senior Exec to solicit and incorporate team member feedback into our course content and experience
• Supporting the development and delivery of hybrid in-person and online training programs
• Tracking and monitoring training consumptions through reporting and analytics
• Building relationships with both internal and external stakeholders for the successful delivery of training.

Ideal Profile
Skills Required:

• Tertiary Education from a recognized institution
• 1-2 years post NYSC experience in developing and deploying learning and development solutions
• Experience working in or with any Learning Management System is key, and other technology such as MS Suite
• Healthcare experience is an added advantage

Skills Needed:

• Research
• Data analysis

What's on Offer?

• Great Opportunity.

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The Role

• We are seeking a User Experience Researcher with a passion for real impactful work, finding solutions to allow our customers to access healthcare most easily and intuitively.
• The ideal candidate will be skilled at each stage of the design process but always focused on the needs of the customer. 

Responsibilities
Your Responsibilities will include:

• Driving a user-driven product roadmap, providing valuable insight into complex problems across our products!
• Designing, planning and conducting the user research process across Products from developing user recruitment through to test moderation, analysis and reporting
• Modelling insights gained from user research into formats to enhance organizational understanding of our users – such as personas and user journey maps.
• Working closely with our product team and software developers to turn user data into actionable requirements that feed into Product strategy.
• Helping to develop and maintain UX/UI testing standards and guidelines for methodology usage, testing materials, test planning, recruiting and test preparation
• Promoting user-centered design principles and best practices across the organization.

Ideal Profile
Skills Required:

• Minimum of 4 years of experience as a user experience researcher.
• Tertiary Education from a recognized institution, ideally in Design or a similar field.
• Passionate about building a world-class product and service that makes healthcare work for everyone
• Must have led research before in a multidisciplinary team with the ability to contextualize and prioritize insights for the team
• Experience managing, executing and analyzing usability test sessions or focus group sessions is required
• Experience of working in an agile development environment is required
• Experience in analyzing both quantitative and/or qualitative research methods is required
• Ability to run usability testing across both mobile and desktop platforms.
• Understanding of user interface/user interaction design principles is a must
• Good presentation skills for delivering insights in various formats
• Must be proactive, adaptable and resilient with a positive mindset.
• Experience influencing user needs to senior stakeholders
• Excellent communication skills for cross-functional collaboration

What's on Offer?

• Join a market leader within Healthcare
• A chance to accelerate your career
• Opportunity to make a positive impact.

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The Role

• This role is tasked with leading a team of DevOps Engineers both technically and otherwise. The role interacts with other stakeholders and engineering managers to drive expectations, strategy and consistent development of the product. you will oversee all aspects of DevOps and IT Services. 

Responsibilities
Your Responsibilities will include:

• Supervising daily operations of network and server infrastructure 
• Overseeing and driving our incident management process 
• Hiring your team to enable 24x7 service operations 
• Work closely with our software engineers to: 
• Automate DevOps systems to improve our efficiency of code delivery 
• Have robust and effective monitoring of our systems 
• Aligning IT infrastructure with current and future business requirements and goals 
• Managing IT budgets, forecasts, handling cash flow and enforcing cost-effectiveness 
• Evaluating risk, developing disaster recovery processes 
• Assuring that IT activities are within the limits of applicable laws, codes and regulations 
• Ensuring that our staff have the right tools to accomplish their work.

Ideal Profile
Skills Required:

• You possess a Degree / Diploma in Computer Science, Engineering or a related field.
• You will have spent the last 4-5 years working in a DevOps environment and are now looking to establish yourself in a management position. 
• You will be an AWS expert and will have a robust knowledge of managing multiple environments. 
• You will have outstanding communication skills 
• You will have a passion for quality, and a desire to give our clients the best experience possible 
• You will be an active mentor and someone with experience in developing talent within your team.
• Expertise in DevOps and a good knowledge of Cloud Database (AWS, Azure) is a must
• You pay strong attention to detail and deliver work that is of a high standard
• You are highly goal driven and work well in fast-paced environments
• You are a strong mentor and coach who can build high-performing teams.

What's on Offer?

• Join a well known brand within Healthcare
• Leadership Role
• Opportunity to make a positive impact.

go to method of application »

Responsibilities
Your Responsibilities will include:

• Coordinating the onboarding of new employees and ensuring they have access to necessary resources for seamless integration.
• Ensuring day-to-day operations of people-related functions are addressed in a timely, efficient, and proactive manner
• Coordinating with Finance in the timely and accurate preparation of monthly payroll and maintaining all statutory compliance
• Working with various internal and external stakeholders to handle payroll-related inquiries and resolve any issues or errors in a timely manner
• Leading and motivating reports to deliver appropriate and efficient customer-focused service across the Human Resource value chain
• Organizing, maintaining and updating employee HRIS information as needed.
• Coordinate and manage the external and internal correspondences
• Maintaining employee leave, offboarding, and other aspects of the employee's journey
• Handling employee complaints, managing grievance procedures and timely resolution to their queries.
• Investigating and resolving complex or critical employee relations issues in a timely and effective manner.
• Collating and analyzing employee feedback across all levels on a regular basis and revising people programs and policies to generate more positive outcomes
• Ensure compliance with all applicable governmental regulations across geographies where employees are present.

Ideal Profile
Skills Required:

• You have at least 5 years of experience including solid experience in HR Admin/People Operations
• You ideally possess solid experience in Payroll
• Strong knowledge of legal and statutory requirements pertaining to HR practices
• Excellent communication and interpersonal skills, with the ability to interact and build credibility across all levels of the organization
• You possess strong analytical skills and are comfortable dealing with numerical data.
• You pay strong attention to detail and deliver work that is of a high standard
• You are a strong team player who can manage multiple stakeholders.

What's on Offer?

• Opportunity to make a positive impact
• Fantastic work culture
• Join a market leader within Healthcare.

go to method of application »

Responsibilities
Your Responsibilities will include:

• Monitoring all aspects of inventory flows and processes and identifying opportunities to improve efficiencies and productivity
• Managing and maintaining an accurate stock level as per budgetary guidelines and in compliance to the standard operating procedures
• Develop, implement, and maintain quality assurance protocols
• Preparing regular reports such as expenses, and general office budget, and organizing company records
• Ensuring appropriate policies are in place with regard to procurement and tendering processes to secure the best deals for the organization from suppliers and service providers.
• Developing and maintaining relationships with key suppliers and regularly monitoring key aspects of supplier performance
• Managing 3rd-party logistics service provider relationships effectively and driving continuous improvement and cost reduction initiatives
• Leading/participating in contract reviews and negotiations in coordination with the legal teams
• Improving overall inventory accuracy, accountability and reporting achieved by ensuring best practice process and procedures are in place
• Leading contract reviews from a commercial, operational perspective, contract negotiation, and liaising with legal team as required
• Ensuring all contracts/vendors are compliant with corporate policy and meet regulatory requirements
• Tracking and reporting on contracts/vendors reviewed on a monthly/quarterly basis

Ideal Profile
Skills Required:

• Academic qualification of either a B.Sc or an HND in an applicable field.
• Minimum of 5 years of experience in similar role
• You are a strong team player who can manage multiple stakeholders
• You pay strong attention to detail and deliver work that is of a high standard

What's on Offer?

• Great Opportunity.