X2 Inhouse Helpdesk Team Leader

6 months ago

Cape Town, South Africa Sanlam Full time

**About Sanlam Corporate**:

- Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of those entities and their employees. We believe in creating and cultivating a positive, energised working environment that gives every individual the opportunity to achieve success by embracing diversity and growing our talent. We do this through living our values of having the courage to be bold, care, collaboration and an intolerance for mediocrity. We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth and live with confidence.- We tap into over 100 years of expertise to provide cost-effective Employee Benefits and Healthcare Solutions that enable financial confidence for our members. We enable our clients to make better retirement and risk decisions today through determined and passionate thought leadership and best-in-class people, innovative products and proven processes all designed to help people live a better life tomorrow.**Overall purpose of the role**:

- As the Inhouse Helpdesk team leader, your role is pivotal in ensuring the smooth operation of the Inhouse Healthcare team at Simeka Health. You will be responsible for managing and supervising all aspects of the team's activities, from resolving escalations to providing support and guidance to team members. Your leadership will play a key role in maintaining high standards of service delivery, fostering a collaborative team environment, and ensuring that all operational processes are efficient and effective. By leveraging your expertise and experience, you will contribute to the success and growth of the Inhouse Healthcare team, ultimately making a positive impact on the overall healthcare services provided by Simeka Health.**Key Responsibilities**:

- Supervision and monitoring of advice and Intermediary services.
- Addressing escalations and complaints.
- Establishing an efficient administrative channel between clients and service providers.
- Communicating with clients in a professional manner, both in writing and verbally.
- Providing advice when required, monitoring retention and cross-selling to existing clients - Medical Schemes/Gap Cover/Primary Healthcare Insurance.

**Key Responsibilities (contiouse)**
- Compiling monthly Management and Broker Tools reports
- Managing incoming calls, group inboxes, logging queries and SRS requests..
- Monitoring claims and queries on the CRM within specified turnaround times.
- Offering ongoing training on processes and the CRM to align with business procedures.
- Ensuring compliance requirements and service level commitments are met.
- Cultivating relationships with Medical Schemes and Providers.
- Overseeing communication and the year-end advice process for Individual clients.
- Assisting with communication/campaigns to Individual clients.
- Supervision of Associate Healthcare Consultants.
- Providing training to the Centralized Service Centre as needed.

**Qualification and Experience**:

- Industry related Degree or Diploma (NQF level 5)
- Regulatory Examination RE5
- Regulatory Examination RE1 is advantageous.
- Full Accreditation with the Council for Medical Schemes (not under supervision)
- 3 - 5 years’ experience within the Healthcare environment
- 1 - 2 years Management / Team Leader / Call Centre experience in the healthcare environment
- Experience in healthcare training advantageous.

**Knowledge and Skills**:

- Working knowledge of operational processes.
- Healthcare administration systems
- Proven ability to lead a team.

**Core Competencies**:

- **Cultiv**a**tes Innovation **by creating new and better ways for the organization to be successful.
- **Client Focus**:

- Building strong customer relationships and delivering customer-centric solutions.
- **Drives Results**:

- Consistently achieving results, even under tough circumstances.
- **Collaborates**:

- Building partnerships and working collaboratively with others to meet shared objectives.
- **Resilience**:

- Rebounding from setbacks and adversity when facing difficult situations.

**Personal Qualities**:

- **Organisational Savvy **- Maneuvering comfortably through complex policy, process and people related organizational dynamics.
- **Manages Complexity **- Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
- **Drives Engagement **- Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.

**Turnaround time**Our commitment to transformation**
- The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of t

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