Job Vacancies at LEAD Enterprise Support Company Limited

Job Summary

The Client Service Manager is responsible for ensuring excellent service delivery, enrollee satisfaction, and effective communication between clients, healthcare providers, and internal departments. This role oversees client relations, manages escalations, drives service improvement initiatives, and ensures compliance with NHIA service standards. The ideal candidate is customer-focused, organized, and experienced in healthcare or insurance customer service operations.

Key Responsibilities

Client Relationship Management

• Serve as the primary contact for corporate clients, ensuring timely responses to inquiries and concerns.
• Build and maintain strong relationships with clients to support retention and renewal.
• Conduct periodic client visits, service reviews, and satisfaction assessments.

Enrollee Support & Satisfaction

• Oversee resolution of enrollee complaints, service gaps, and access-to-care challenges.
• Ensure prompt processing of enrolments, ID cards, benefit clarification, and provider assignments.
• Manage escalated issues from call center, field officers, or provider relations teams.

Service Delivery Monitoring

• Track and monitor service quality across providers to ensure clients receive timely and appropriate care.
• Collaborate with the Medical/Operations team to resolve authorization delays, claims issues, or service breakdowns.
• Ensure compliance with NHIA service delivery and customer protection guidelines.

4. Process Improvement & Quality Assurance

• Identify systemic issues affecting client satisfaction and recommend process improvements.
• Develop and implement client service policies, SLAs, and service enhancement programs.
• Monitor TAT (Turnaround Time) for various service requests and ensure targets are met.

Reporting & Documentation

• Prepare weekly and monthly reports on client feedback, service requests, escalations, and performance metrics.
• Track client complaints and resolutions using CRM platforms or internal tools.
• Provide reports to management on trends, risks, and recurring issues.

Team Leadership

• Supervise and guide client service officers, call center agents, or field service personnel.
• Conduct training for frontline staff on communication, customer care, and service protocols.
• Drive a culture of empathy, professionalism, and client-centric service.

Support for Business Retention & Growth

• Work closely with the Marketing and Business Development teams on client presentations, onboarding, and renewals.
• Participate in client onboarding activities, ensuring smooth transitions and proper understanding of benefits.
• Provide insights into client needs for product development and service improvement.

Compliance & Ethical Standards

• Ensure client service activities align with NHIA standards and HMO policies.
• Maintain confidentiality and safeguard client data according to industry regulations.
• Always uphold ethical service practices.

Requirements

Education

• Bachelor’s degree in business administration, Public Health, Mass Communication, Customer Service Management, or related fields.
• Additional certifications in Customer Service, Healthcare Management, or Project Management are an advantage.

Experience

• Minimum of 5 years client service experience, ideally in an HMO or health insurance environment.
• Experience handling corporate clients, escalations, and service improvement programs.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in CRM tools, Microsoft Office, and reporting systems.
• Knowledge of NHIA regulations and HMO operational processes.
• Strong organizational and time management skills.
• Leadership and team-coordination abilities.
• High emotional intelligence and customer empathy.

Compensation & Benefits

• Competitive salary.
• Health insurance coverage.
• Field allowance (where applicable).
• Opportunities for training and professional development.
• Statutory benefits.

go to method of application »

Job Summary

The Internal Auditor ensures that all financial, operational, and regulatory processes within the HMO comply with the National Health Insurance Authority (NHIA) Act, internal policies, and industry standards. The role involves conducting routine audits, identifying risks, preventing fraud, improving internal controls, and ensuring that provider claims, enrollee management processes, and financial transactions are accurate, transparent, and compliant.

Key Responsibilities

Financial and Operational Audit

• Conduct periodic audits of all financial transactions, including premiums, capitation, claims, and provider payments.
• Review financial statements and accounting systems for accuracy and compliance with standards.
• Verify revenue inflows, expenditures, reconciliations, and budget performance.

Compliance & Regulatory Monitoring

• Ensure strict compliance with the NHIA Act, 2022, NHIA guidelines, and HMO regulatory obligations.
• Review internal controls and procedures to ensure alignment with statutory requirements.
• Monitor adherence to audit recommendations.

Claims & Medical Operations Audit

• Audit hospital/healthcare provider claims to detect fraud, abuse, and irregularities.
• Review pre-authorizations, case management records, and enrollee utilization patterns.
• Ensure that tariff payments, encounter data, and reimbursement processes are properly documented.

Risk Management

• Identify operational, financial, and compliance risks within the organization.
• Recommend risk mitigation strategies and improvements in control mechanisms.
• Conduct fraud-risk assessments and support investigations where necessary.

Performance Audit

• Audit internal departments (IT, Provider Relations, Call Center, Enrolment, Underwriting, Finance, etc.) for process efficiency.
• Evaluate the adequacy of internal controls and recommend improvements.

Reporting & Documentation

• Prepare audit reports detailing findings, recommendations, and corrective action plans.
• Maintain comprehensive documentation for all audit activities and investigations.
• Present audit outcomes to management and follow up on implementation of recommendations.

Investigation & Special Assignments

• Investigate suspected fraud, unethical behavior, misappropriation, or breaches of policy.
• Conduct spot checks at hospitals, enrollee offices, corporate clients, and field teams.
• Assist management in ad-hoc audits and strategic initiatives.

Requirements

Education

• Bachelor’s degree in accounting, Finance, Economics, Business Administration, or related field.
• Professional qualifications: ICAN, ACCA, CISA, CIA, CRMA (completed or in-progress).

Experience

• Minimum of 8 years audit experience, preferably in:
  • HMO/Health Insurance
  • Healthcare/Provider Audit
  • Financial Services or Insurance
• Strong knowledge of NHIA regulations and HMO operations is an advantage.

Skills & Competencies

• Strong analytical and investigative skills.
• Excellent understanding of internal control frameworks.
• Ability to detect inconsistencies, fraud, and operational weaknesses.
• Proficiency in MS Excel, audit software, and accounting tools.
• Strong reporting, communication, and presentation skills.
• High level of integrity, confidentiality, and professionalism.
• Ability to work independently and manage multiple assignments.

Compensation & Benefits

• Competitive salary.
• Health insurance coverage.
• Professional development opportunities and audit training.
• Transport allowance or field work benefits (where applicable).
• Performance-based bonuses.

go to method of application »

Job Summary

The Marketing Manager oversees the development and implementation of marketing strategies to grow enrollee numbers, retain existing clients, and strengthen the brand presence of the HMO. The role is responsible for planning and executing marketing campaigns, generating leads, managing provider and corporate relationship engagements, and ensuring alignment with NHIA regulations regarding health insurance marketing and communication. The ideal candidate is strategic, innovative, and experienced in healthcare marketing or related industries.

Key Responsibilities

Marketing Strategy & Execution

• Develop and implement comprehensive marketing plans to drive enrolment growth across individual, family, SME, and corporate segments.
• Conduct market research to understand customer needs, industry trends, and competitors.
• Execute campaigns across traditional and digital channels to increase brand awareness.

Business Development & Client Acquisition

• Lead marketing initiatives to acquire new corporate accounts, retail clients, and government-backed schemes.
• Conduct presentations, product demos, and pitches to prospective clients.
• Drive sales conversion through structured follow-ups and relationship management.

Brand Management & Communication

• Ensure consistent brand messaging and strong visibility across marketing platforms.
• Oversee the creation of marketing materials—brochures, proposals, social media content, and corporate communications.
• Manage public relations efforts and represent the HMO at events, exhibitions, and stakeholder meetings.

Digital Marketing

• Develop and manage online campaigns, including social media, email marketing, SEO, and digital advertising.
• Monitor digital analytics to improve reach, engagement, and lead generation.

Product Development & Market Positioning

• Work with the Product and Operations teams to develop new health plans tailored to market needs.
• Continuously assess pricing, benefits, and market competitiveness of all HMO products.

Customer Retention & Relationship Management

• Implement customer retention strategies to reduce churn and improve client satisfaction.
• Collaborate with the Customer Service and Provider Relations units to resolve escalated issues.

Reporting & Performance Analytics

• Track and report marketing and sales performance, lead conversions, and return on marketing investment.
• Provide insights and strategic recommendations to management for improved market penetration.

Regulatory Compliance

• Ensure all marketing activities comply with NHIA regulatory guidelines.
• Maintain ethical sales practices and avoid misrepresentation of benefits or services.

Requirements

Education

• Bachelor’s Degree in Marketing, Business Administration, Mass Communication, Public Health, or a related field.
• MBA or relevant master’s degree is an advantage.

Experience

• Minimum of 7 years’ experience in marketing, preferably within an HMO, healthcare, insurance, or financial services sector.
• Proven record of meeting sales targets and managing marketing campaigns.

Skills & Competencies

• Strong knowledge of the Nigerian health insurance ecosystem and NHIA regulations.
• Excellent communication, presentation, and negotiation skills.
• Strategic thinker with strong analytical and planning abilities.
• Proficiency in digital marketing tools and CRM software.
• Leadership skills and ability to manage a marketing team.
• High level of professionalism, creativity, and relationship-building skills.

Compensation & Benefits

• Competitive salary and performance-based incentives.
• Health insurance coverage.
• Transport allowance and fieldwork benefits.
• Professional development and training opportunities.
• Pension and statutory benefits.