Team Leader: Case Management

Position Purpose To lead the team and drive end to end processes in order to deliver a customer‑centric business environment. Ensure that the operational area is aligned to Medscheme and client schemes strategic objectives. Provide holistic care that is personalised and accessible, managing the journey end to end. Commit to our service care charter striving to continuously make a positive difference. Experience 2-3 Years Operational experience and 2 years management experience advantageous 2 years Leadership experience 1 year Experience in Quality Assurance, Workforce Planning and Recruitment Qualifications Diploma in General Nursing and a Degree/Diploma in ICU 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 We are looking for a dynamic and results‑driven leader to join our team, someone who can drive operational excellence, stakeholder engagement, and strategic delivery. The ideal candidate will ensure legal, statutory, and regulatory compliance is upheld, while implementing effective risk and governance frameworks. You will manage departmental expenses, identify cost‑saving opportunities, and support financial targets. This role requires strong operational leadership, including the implementation of team plans, resolution of conflicts, and continuous improvement of internal processes. You will lead daily, weekly, and quarterly operational changes aligned with business priorities, ensuring best practices and consistent delivery. A key part of the role involves managing team performance, coaching and mentoring staff, fostering diversity, and creating a safe, engaging work environment. You will build and maintain strong relationships with internal and external stakeholders, address concerns professionally, and collaborate across departments to ensure timely resolutions. Additional responsibilities include onboarding new employees, maintaining quality standards, supporting ISO and compliance requirements, conducting performance reviews, and representing business capabilities in governance forums. You will also oversee resource planning, manage service levels, monitor trends, and drive customer satisfaction. Embracing digital transformation and agile methodologies is essential, as is the ability to adapt to changing business needs and ensure continuity during unplanned downtime. If you are passionate about leading teams, driving strategic outcomes, and making a meaningful impact, we invite you to apply. Generic Objectives People Leadership Lead and inspire your people and drive team collaboration. Develop and support your people growth by focusing on their strengths and styles. Coach and enable team to maximise their potential. Empower your people with skills to improve confidence, knowledge and communication skills. Amplify your people’s imagination and self learning. Create a safe and happy working environment that inspires all, adapting to needs of your people. Manage, monitor leave and wellness of your people. Recognise and appreciate excellence and team collaboration in real time. Continuous Improvement Identify areas of improvement and solve for sustainable solutions through root cause analysis, lean six sigma methodologies and feedback loops. Assist with user acceptance testing and coach your teams through changes. Demonstrate excellence in communication and daily performance management. Workforce Management Perform Resource planning, forecasting and management across all channels and touch points. Manage and plan downtime when required. Manage work volume and ensure service levels are met and improved. Business Continuity Management Understand how to manage business continuity and unplanned downtime. Manage incidents and service level continuity. Manage and Maintain Operational Content Represent the business capability in the organisation’s governance model. Collaborate with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies. Manage and maintain consistency of all Standard Operating Processes and Operational Resources by working collaboratively with capability owners and forums. Attend and participate in all required forums in the governance model, supporting all roles in the business model. Manage Performance Motivate the team to achieve the organisational goals. Manage timelines and priorities to ensure business goals are met. Conduct performance reviews and align to frequent coaching. Provide exceptional organisation and focus for the team. Conduct performance management. Recruitment Management Manage and adhere to all recruitment policies and processes. Empower and enable new employees ensuring all resources are ready to ensure a seamless and engaging onboarding. Relationship Management Collaborate and manage all stakeholders proactively. Understand your stakeholders needs. Build and establish relationships at all levels with external partners and internal departments so ensure that timeous resolutions are found to any problems that may arise. Develop, maintain and improve consistent client communication and engagements. Be a brand ambassador. Perception Management Support the business objectives and drive customer satisfaction through the required metrics. Monitor trends and provide possible improvements. Lead the delivery of excellence in customer satisfaction. Quality Management Manage the implementation of the Quality Management Framework with adherence to standards. Empower and drive the ISO and compliance requirements set by the business, monitor and improve. Perform quality evaluations for team members and peer to peer reviews. Understand and drive digital transformation. Understand and embrace technology and attributes required in a Digital Environment. Empower the digital agile way of working to optimise efficiencies, improve communication and collaboration. Knowledge Health Care Industry Knowledge and application of relevant legislation and regulations Knowledge, application and improvement of policies and procedures 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 Important Notice Should you not receive feedback within a month of applying, please consider your application unsuccessful #J-18808-Ljbffr