Under the supervision of the Deputy Chief, Medical Insurance Section, the incumbent is responsible for the following duties: – Provides guidance and supervises UNSMIS’ client services team, which provides front office and affiliation-related support to clients, and actively manages the performance of general service staff; – Effectively coordinates actions relative to the business continuity of the client services team e.g. planning staff resources, recruitment, back-up plans to ensure uninterrupted client service provision at all times; – Oversees work related to provision of services to clients and takes lead for process improvements; – Develops procedures and provides first-hand services to clients on all questions related to medical insurance, for example membership, reimbursements, documentation, interpretation of rules and procedures; – Reviews, analyses and responds to complex client queries; – Provides tailor made services to client entitites on their premises as and when required. – Defines requirements for data metrics and compiles monthly statistics and reports on client queries, calls and visits; – Analyses data to identify trends or patterns and provide insights through graphs, charts, tables and reports using data visualization methods to enable data-dirven planning, decision-making, presentation and reporting; – Takes the lead in formulating process improvements of IT applications used for client relationship management; – Researches and proposes ideas for promotional events, prepares communication campaigns and presentations to clients; – Produces, develops and reviews various information products and prepares regular communications and mailings to clients; – Monitors, reviews, analyzes client queries and proposes standardized client answers; – Ensures all templates used for answering client queries are up to-date; – Keeps UNSMIS’s website updated; – Follows up on regular client satisfaction surveys and implements improvements; – Organizes regular trainings on client relationship management for all UNSMIS’ staff; – Assists with the management of contractual services purchased by UNSMIS; – Travels to remote offices and represents UNSMIS in front of client entities; – Supports and contributes to the negotiation of tariff and direct pay agreements with medical providers; and – Performs any other duties as required.

Requirements: 

Education

An advanced university degree (Master’s degree or equivalent degree) in business or public administration, human resources, insurance or related area is required. A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.

Job – Specific Qualification

A first-level or advanced university degree in insurance is desirable.

Work Experience

A minimum of five years of progressively responsible experience in administration, client relationship management, insurance or related field is required. A minimum of 2 years of experience in supervising a team is required. A minimum of 1 year of experience in data analytics, data visualization and reporting is required. At least 2 years of experience in using IT systems, in particular ERP systems, for client management and communication is desirable. At least 2 years of experience in health insurance is desirable. At least 2 years of experience in the UN Common System is desirable.

Languages

English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in both English and French is required. Knowledge of another official United Nations language is desirable. Knowledge of German is desirable.