Client Relationship Partner

Client Relationship Partner

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Corporate & Employee Benefits

Discovery Corporate and Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance is brought to companies and employees.

Key Purpose

The Client Relationship Partner (CRP) is responsible for end‑to‑end management and resolution of client servicing queries, acting as the primary operational support partner to the Account Management function.

The role focuses on query ownership, coordination with operational teams, accurate information flow, and service excellence, ensuring that Account Managers are supported with timely, reliable, and high‑quality outcomes while clients and brokers receive a seamless servicing experience.

Areas of responsibility may include but not limited to

• • Act as the primary point of ownership for client servicing queries, received via designated workpools and channels.
  • Manage first‑time queries and escalations, ensuring accurate, timely, and professional resolution.
  • Liaise with internal operational teams including Billing, Underwriting, Claims, Installations, and Assessing to obtain required information and outcomes.
  • Capture and maintain accurate query data, including scheme details, broker information, query type, and resolution status.
  • Ensure all queries are resolved within defined SLAs and quality standards.
  • Provide clear, concise, and accurate feedback to Account Managers to enable effective client communication.
  • Support Account Managers by acting as a “key liaison” between Operations and Account Management, removing unnecessary complexity and duplication.
  • Monitor recurring issues and contribute insights to improve processes, data quality, and service efficiency.
  • Assist with servicing activities such as renewals, benefit enhancements, onboarding support, and reporting coordination where required.
  • Maintain strong knowledge of Discovery products, systems, protocols, and servicing processes.
  • Contribute to a consistent, professional, and customer‑centric service culture.
  • Participate in team forums, training sessions, and continuous improvement initiatives.

Personal Attributes

• • Strong service orientation and customer focus
  • High attention to detail and accuracy
  • Excellent verbal and written communication skills
  • Strong coordination and follow‑through capability
  • Ability to manage multiple queries and priorities effectively
  • Resilient and calm under pressure
  • Strong problem‑solving skills
  • Team player with a collaborative mindset
  • Proactive and solution driven
  • Comfortable working within structured processes and SLAs

Education and Experience

• • Matric (required)
  • Relevant tertiary qualification (advantageous)
  • 2–4 years’ experience in:
    • • Client servicing, operations, or employee benefits administration
  • Working knowledge of Employee Benefits (Group Risk and/or Umbrella Funds)
  • Experience interacting with multiple internal operational teams
  • Familiarity with servicing systems, workpools, or workflow tools (advantageous)
  • Intermediate proficiency in Microsoft Office (Excel, Outlook, Word)

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.