Operational Team Lead

4 days ago


Pretoria, South Africa Medical Protection Society Full time

**Job Introduction**:
The purpose of this role is to provide strong leadership to a team of technical experts ensuring delivery of excellent claims and case handling services for members which is trusted and valued, provides fair treatment and outcomes whilst optimising the performance against service levels, efficiency and effectiveness of the team.

**Role Responsibility**:

- Lead the team to support the delivery of the Member Protection and Support strategy and priorities
- Manage informal complaints and establish escalation routes for technical matters ensuring fair outcomes for members
- Lead the team to continuously improve ways of working and contribute to improvement projects aimed to drive operational efficiency and member experiences
- Lead the team to ensure fair treatment and outcomes for members, and compliance with associated policies and standards set out by council, committees and delegated authorities
- Ensure training, competence, performance and engagement of the team and identify training requirements
- Build relationships with key stakeholders internally and externally to maximise operational effectiveness
- Own the setting of team budgets and ensure the effective and efficient performance of the team
- Lead the team to minimise case costs by proactively managing and challenging costs and invoices from third party spend

**Experience**:

- Leadership and people management experience in multidisciplinary teams
- Strong operational management experience
- Strong customer service/member management background

**Desirable**:

- Insurance/regulatory environment
- Experience of leading and offshore operation for a European domiciled organisation

**Package Description**:
**Benefits Include**:

- 21 Days Annual Leave
- Performance Related Bonus - up to 15%
- Medical Aid
- Provident Fund/Pension

Medical Protection Society

**Attached documents**:

- Operational Team Lead (L1) - South Africa.docx


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