Job Vacancies at Reliance HMO

Description

The Customer Experience Program Associate is a key member of the Customer Success team. The individual will be instrumental in gaining and sharing clients, enrollees, and provider experiences across key service metrics. The ideal candidate would be a proactive person, who sees opportunities in challenges, engages required cross-functional teams to develop initiatives, and measures the impact of the initiatives.  

The key role of the Rhoman includes supporting the CX Program Manager with: 

• Analysis of verbatim comments from NPS and CSAT surveys and creating a hierarchy of detractor and promoter themes. 
• Analysis of Feeds data to keep an eye on the type and frequency of interactions (in categories) handled by RCC agents to understand complaints/root causes, and volumes of repeat inquiries of inquiries and requests.  
• Carrying out service audit visits to RFC and 3rd-party providers and preparing reports for stakeholders. 
• Work with cross-functional teams on executing customer experience initiatives. 
• Closing the loop by ensuring customers are aware of our knowledge of their pain points and the initiatives implemented to resolve them. 
• Managing a progress tracker on all agreed initiatives. 
• Participate in enrollee focus groups to vet communication and service plans  
• Follow up with stakeholders on the status of CX initiatives and analyze available data to measure the impact of the initiatives.  
• Support with data requests for NPS surveys across all Reliance Health markets. 
• Research customer experience trends in the health insurance sector and present insights.  
• Assist in putting together NPS and CSAT reports periodically. 

Requirements

• Minimum of 1year experience working within the RCC
• BSC/HND Degree
• Excellent verbal and written communication skills 
• Proficiency in Microsoft Office tools 
• Strong analytical skills
• Team player 
• Problem solver 
• Willingness to learn 
• Adaptability 

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About The Role:

We are seeking an experienced and dynamic Software Engineering Manager to join our team. As a Software Engineering Manager, you will play a crucial role in leading and managing our talented team of software engineers. You will be responsible for overseeing the development and delivery of high-quality software solutions, ensuring technical excellence, and driving innovation within the organization.  

It's a company that is growing fast – no longer a start-up company, Reliance is looking for people who will bring experience and a level of maturity to the team, you will be the person who demonstrates what “good” looks like with regard to our processes, documentation and procedures. 

Job Responsibilities:

• Team Leadership: Lead and inspire a team of software engineers, providing guidance, mentorship, and support to ensure their professional growth and success. Foster a collaborative and inclusive work environment that promotes teamwork and open communication.  
• Technical Excellence: Promote and uphold best practices in software engineering, architecture, and development methodologies. 
• You must be an expert in producing and explaining architecture documentation, using UML / SysML to explain use cases and data flows.  
• You will be integral in ensuring requirements are translated into actionable, atomically deliverable and testable tasks with a strong focus on Agile methodology  
• You will be driving code reviews insisting on high-quality code  
• Project Management: Drive the planning, execution, and delivery of software projects, ensuring they are completed within the specified scope, timeline, and budget. Allocate resources effectively, monitor progress, and mitigate risks to ensure successful project outcomes.  
• Stakeholder Collaboration: Collaborate closely with cross-functional teams, including Product Management, Quality Assurance, and Design, to define project requirements, scope, and priorities. Facilitate effective communication and coordination between teams to ensure alignment and smooth project execution.  
• Talent Acquisition and Development: Participate in the recruitment and hiring process, identifying and attracting top engineering talent. Nurture and develop the skills and capabilities of team members through ongoing training, performance feedback, and career development opportunities.  
• Process Improvement: Identify areas for process improvement and efficiency gains, implementing strategies and initiatives to optimize software development workflows. Foster a culture of continuous improvement, encouraging team members to contribute ideas and innovations to enhance productivity and quality. 

Requirements

• Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.  
• Proven experience in leading and managing software engineering teams, preferably in an Agile/Scrum environment with a minimum of 6 years of experience in software development.  
• Strong technical background with expertise in software development, architecture, and design.  
• Experience with E-commerce 
• Full stack experience, dealing with challenges both in the front-end and back-end of applications.  
• BE: Proficiency in programming languages such as NodeJS, PHP or Java.  
• FE: Proficiency in Javascript (React) or mobile (Flutter)  
• Excellent leadership, communication, and interpersonal skills.  
• Ability to prioritize tasks, meet deadlines and manage multiple projects simultaneously.  
• Experience in project management, including planning, resource allocation, and risk mitigation.  
• Familiarity with software development tools, version control systems, and project management software.  
• Strong problem-solving and decision-making abilities.  
• A passion for technology and staying up-to-date with industry trends.