Job Title: Head of Customer Solutions

Location: Spintex, Accra, Ghana
Employment Type: Full-time
Application Deadline: 22 April 2026

Company Profile

Cosmopolitan Health Insurance is a leading provider of innovative health insurance solutions, committed to delivering exceptional customer experiences. We foster a culture of professionalism, collaboration, and continuous improvement. Join us and play a key role in shaping the customer journey across our services.

Key Responsibilities

Strategic Leadership & Management

• Provide strategic leadership and direction for the Customer Solutions Department.
• Develop and implement policies, SOPs, and strategies to enhance service delivery, client satisfaction, and retention.
• Oversee departmental budget planning and resource allocation.
• Prepare performance and service delivery reports for management decision-making.

Client Relationship & Service Excellence

• Lead client relationship management, including SLA monitoring and adherence to service performance standards.
• Oversee contract renewals, deactivation, invoicing accuracy, and payment follow-ups.
• Manage resolution of client and member complaints and grievances efficiently and professionally.
• Monitor customer satisfaction surveys and service data; provide actionable recommendations to management.
• Ensure timely delivery of client utilization reports and processing of refunds.

Operational Management

• Supervise member care operations, including 24-hour call center services, pre-authorizations, and medicine delivery.
• Ensure all departmental operations adhere to company policies and industry standards.

Team Leadership & Development

• Mentor and develop team members through performance management, coaching, and succession planning.
• Coordinate and monitor team activities, delegate responsibilities, and ensure timely execution of projects and tasks.
• Conduct training to build skills, knowledge, and client-service excellence.

Additional Duties

• Perform any other duties as assigned by the CEO.

Internal & External Relationships

Internal: Heads of Departments, employees across all units
External: Policyholders, clients

Job Specification

Education & Professional Qualifications:

• Master’s Degree in Business Administration, Customer Service Management, Marketing, or related field.
• Membership in a recognized professional body in Customer Service, Marketing, or related field is preferred.

Experience:

• Minimum 7 years of relevant experience in customer service management, client relations management, or related fields.
• At least 3 years in a managerial role, preferably within the health insurance industry.

Technical Competencies:

• Proficiency in customer relationship management systems.
• Strong understanding of health insurance operations and client care protocols.
• Knowledge of service delivery management and customer satisfaction improvement techniques.
• Expertise in strategic account management, contract negotiation, and portfolio planning.
• Competence in Microsoft Word, Excel, PowerPoint, and service delivery software.

Managerial Competencies:

• Ability to plan, coordinate, and execute programs effectively.
• Strong decision-making, problem-solving, and delegation skills.
• Ability to train, mentor, and motivate team members.

Personality Competencies:

• High moral standard and integrity.
• Excellent communication, presentation, and analytical skills.
• Strong organizational, multi-tasking, and detail-oriented abilities.
• Professionalism in handling complex client issues with confidentiality.
• Ability to thrive in a fast-paced, high-pressure environment.

How to Apply

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