Jobs at Reliance HMO

This role is accountable for the customer satisfaction program that will analyze data from customer listening posts, identify trends, prioritize importance, and develop action plans with cross-functional leaders to drive measurable improvement.    

You will be Responsible For: 

• Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle.  
• Survey Program: Manage survey program to ensure all stakeholders within the organization are aligned on the why, who, when and how these surveys will be used.  
• Customer Satisfaction Index: Manage the monthly review of leading and lagging indicators for customer segments and prepare executive-level presentations to inform internal stakeholders of trends and progress. 
• Customer Experience Blueprint: Develop a customer experience blueprint that includes onboarding, optimized engagement, and contract renewals for the purpose of ensuring consistent and repeatable workflows, identifying automation opportunities to ensure scale, and RACI enabled understanding of stakeholder roles in the lifecycle.  
• Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed loop communication back to customers.  

Requirements

• 5 years of experience in customer experience operations or management  
• Strong data analytics, process, communications, and follow-through skills 
• Excellent presentation skills  
• Experience with interaction forecasting, capacity, and workforce management
• Strong analytical and data management and reporting skills

Benefits

• Work alongside & learn from best-in-class talent
• Join a market leader within the Insurance space
• Attractive Salary & benefits
• Unlimited leave days
• Free office lunch
• Fantastic work culture
• Work and learn from some of the best in the industry
• Great work-life balance

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The Data Science Senior Manager provides leadership and support to the Data Science team. He/She ensures synergy in operations and delivery within the team. The Data Science Senior Manager provides all the necessary help required in building AI/ML models for automating processes, reducing costs and increasing revenues of a modern health-tech organization.

Responsibilities:

• Lead and coach the data science team
• Develop and implement the data science strategy.
• Communicate strategy and analytic results in an actionable and non-technical manner to department leaders
• Support in extracting both complex structured and unstructured data sets from internal and external sources and making sense of this data.
• Collaborate with other divisions in data management and extraction of insights
• Builds AI/ML models to automate different enterprise processes such as claim and provider management, customer acquisition, engagement retention, customer support, and finance and human resource functions
• Drive data quality throughout the company
• Provide key actionable insights to management
• Use data to estimate provider quality of care

Requirements

• Minimum 10 years of experience as a data scientist, with particular focus on machine learning and NLP.
• Tertiary education from a recognised institution, in a quantitative field. A Master's degree is preferred.
• Minimum of 3 years managerial experience
• Experience with analytics software tools or languages (R, Python, etc.) and machine learning techniques is a must
• Working knowledge of visualization platforms and customization (Power BI, Tableau etc) is a must
• Must be a highly analytical individual with a strong grasp of modern statistical methods
• Experience with full lifecycle data science projects is a must
• Experience with medical data is an added advantage
• Ability to work independently in a fast-paced environment
• Excellent oral and written communication skills