CLO Unit Specialist at GEMS

About the position

Introduction

The position of CLO Unit Specialist is vacant. The CLO Unit Specialist reports directly to the Senior Manager: Client Liaison Office and forms part of the Member Service and Experience Division. The position is based at the Head Office in Pretoria.

The remuneration package for this position is R 1 136 890 CTC per annum based on qualifications and experience.

The closing date for applications will be Thursday, 01 May 2025.

Duties & Responsibilities

The CLO Unit Specialist will be required to provide support to the Senior Manager: Client Liaison Office through the implementation of the following Key Performance Areas (KPAs):

• Oversee high-volume operational CLO teams to meet KPIs and SLAs.
• Optimize processes, improve efficiency, and simplify operational procedures.
• Analyse member experience, develop and implement strategies to improve satisfaction
• Assign action items and follow up with relevant parties and consolidate responses.
• Manage provincial escalations and resolve complex issues.
• Lead onboarding of new member groups.
• Collaborate with Provincial Management & Quality Assurance teams.
• Oversee provincial operations, ensuring alignment with goals and providing necessary support
• for efficient service delivery.
• Foster a culture of accountability, engagement, and improvement.
• Strategic contact for Provincial Managers.
• Conduct business reviews to assess satisfaction and growth opportunities.
• Collaborate across departments to ensure consistency and service excellence.
• Align operational strategies with scheme goals.
• Lead transformational initiatives to enhance efficiency.
• Identify operational risks and implement proactive solutions.
• Leverage technology to improve CLO operations and service interactions.

Desired Experience & Qualification

Qualification requirements are:

• Degree or Diploma in Operations management, Business administration or equivalent qualification.
• 5 years' work experience in a similar role with 3 years of management experience.
• Experience in managing or overseeing teams.
• Strong knowledge of CRM systems.
• Proven track record of leading high-performing teams and managing large-scale projects.
• Demonstrated experience in process optimization and implementing technology-driven solutions to enhance.
• customer experience.
• Good planning and organising skills.

Interested?

The closing date for applications is Thursday, 01 May 2025.

GEMS employs people with the highest level of integrity - submission to the appropriate pre-employment assessment is obligatory to be considered for the position.

Kindly note that the information provided on application of the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.

Kindly note that information is required for Employment Equity Purposes and information gathered is strictly used according to the intended purpose of collection, unless there is a legal need or permission is granted from the applicant themselves to make use of it for other purpose

Should you wish to have your information removed from the GEMS database, kindly send a request in writing to [Email Address Removed] .

GEMS adopts a hybrid work model.

GEMS is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with GEMS employment equity plan.

Successful candidates will be required to seek approval to conduct other work outside of GEMS.

GEMS Employees are required to conduct themselves in a manner that reflects the organisation's paramount values: Excellence, Member Value, Integrity, Innovation, and Collaboration.