Eap Team Leader

-Introduction

Momentum Health Solutions (MHS), an entity of the Momentum Metropolitan Holdings delivers sustainable, integrated health and wellness solutions that meet the needs of clients in the different segments and maximizes lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of wellness capabilities.
Role Purpose

The EAP Team Leader's role is to ensure compliance with call centre and SLA requirements according to defined protocols.
Requirements
- Five years' working experience in an EAP environment
- Two years' exposure in a leadership role
- Bilingual in two official South African languages
- Proficiency in MS Office
- Valid driver’s licence and own insured vehicle
- Report writing skills
- Strong administration skills
Duties & Responsibilities
- Manage the overall EAP administration, staff, and cost aspects of the EAP call centre
- Continuous performance management
- Coordination, management, and monitoring of CISDs according to a level of excellence that exceeds the client SLA’s
- Proactively engage and contribute in regular operational meetings
- Participation in clinical reviews
- Addressing any escalations within SLA timeframes
- Compile and present regular reporting on operational challenges, achievement of care centre targets, operational statistics, and interventions implemented within the team
- Daily monitoring and motivating of Telephone Clinicians, Case Managers, and Administrators to ensure departmental objectives are met
- Create a positive work climate and culture to give meaning to work, minimise work disruption and maximise employee productivity
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values
- Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members
- Encourage innovation, change agility and collaboration within the team
Competencies
- Strong clinical background in various psycho-therapeutic frameworks and holistic models of wellness
- Outstanding ability to coach, mentor, teach and develop clinicians in the field of counselling and wellness
- Ability to motivate and inspire team
- Create and maintain an open, positive working environment by generating commitment, building trust, a shared sense of purpose, empowerment in others and encouraging them to contribute to the best of their ability.
- Take responsibility for own development, resilience and self-care as a health professional; and actively mentor, coach and develop this responsibility in the clinical team
- Self-awareness and insight
- Manage self and relationships with others effectively, deal with ambiguity, uncertainty and pressure, and provide perspective in difficult situations
- High level of agility, resilience and composure under pressure towards complex situations within the internal team and external client

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.