Team Leader

Position Purpose Manage the Hospital Event Management Team to provide excellent service in all interactions with stakeholders. Assist the team to resolve complex issues and complaints, build strong relationships, and understand customer needs and emotions. Ensure exceptional customer experiences and meeting customer care needs, while continuously learning about the customer journey to deliver outstanding service moments. Experience 2 - 3 years experience in operations within the Medical Aid Industry 2 years experience in management within the Medical Aid Industry advantageous 2 years Leadership Experience 1 year experience in Quality Assurance, Workforce Planning and Recruitment 2 years Managed Healthcare Operations experience Qualifications Clinical Bachelors Degree. Registered Pharmacist/Nurse or other healthcare professional. Relevant and active registration with regulatory body Accountabilities Compliance and Risk Management Defined legal, statutory and regulatory compliance is appropriately implemented and maintained at the required standards for the team Implemented team operational risk and governance structures, measures and frameworks are monitored and necessary action is taken to address issues, when necessary Financial Management Manage expenses and costs and identify cost saving opportunities to support the department in achieving its financial goals and targets Operating Model Implement team operational plans and manage that the defined delivery objectives are met through supporting, and being supported by other teams within and linked to the department / project Identify opportunities to improve the team's core operational internal processes and internal supply chain Resolve team operational conflicts Ensure delivery targets/objectives are met and motivate the team to operate in a mutually supportive manner to achieve successful delivery Operational Implementation of Strategy Plan and implement daily, weekly and/or quarterly operational changes within the team to respond to important external influences Ensure relevant sections of the business plan are implemented in a manner that supports operational quality and meets the defined departmental priorities Communicate the relevant sections of the team operational plan to facilitate buy-in of the employees Ensure implementation of workplans in a way that maintains operational best practice and leads to continuous delivery improvement Operational Leadership Manage the operational performance of the team as per HR frameworks and policies to ensure delivery to agreed standards and objectives Provide appropriate staff development, coaching and mentoring and retain skilled and engaged employees within the team and Medscheme Support transformation through valuing diversity within the team and department Behave in alignment with the Medscheme values Stakeholder Management Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully maintained Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in Generic Objectives Health and Safety Compliance Administer health and safety protocols for area of responsibility Query Resolution Management Manage and support query resolution within the team. Provide accurate and consistent information, meeting all quality standards and measures. Collaborate and manage through root cause analysis the resolution of customer queries, always ensuring corrective and preventative actions. Managing and Maintaining Operational Content Representing the business capability in the organisation’s governance model. Collaborating with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies Managing and maintaining consistency of all Standard Operating Processes and Operational Resources by working collaboratively with capability owners and forums. Attending and participating in all required forums in the governance model. Supporting all roles in the business model. Business Continuity Management Understanding how to manage business continuity and unplanned downtime. Managing incidents and service level continuity. Quality and Risk Management Resource planning, forecasting and management across all channels and touch points. Manage the implementation of the Quality Management Framework with adherence to standards. Perform quality evaluations for team members and peer to peer reviews. Workforce Management Resource planning, forecasting and management across all channels and touch points. Managing and planning downtime when required. Work Volume management and ensuring service levels are met and improved. People Leadership Lead and inspire your people and drive team collaboration. Developing and supporting your people growth by focusing on their strengths and styles. Coaching and enabling team to maximise their potential. Empowering your people with skills to improve confidence, knowledge and communication skills. Amplifying your people’s imagination and self learning. Competency Requirements Knowledge Recruitment and Selection principles and application Performance Management practice Knowledge and application of relevant legislation Knowledge and application of processes and procedures Business systems knowledge Skill Patience Consciousness Respect Self-Regulation Systems thinking Mechanical Thinking Project Management Skills Attention to Accuracy and Detail Quality driven Analytical skills Coaching skills Knowledge and application of scheme rules Computer Technology Skills Problem solving and decision making skills Microsoft Suite Active Listening skills Sound judgment and decision-making skills Social Awareness Compassion Care for Others Logical Ability to build trust Creative skills and ability to think conceptually Turnaround Time The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of line managers. Our Commitment to Transformation AfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create Should you not receive feedback within a month of applying, please consider your application unsuccessful #J-18808-Ljbffr