Position Purpose To lead the team and drive end to end processes in order to deliver a customer-centric business environment. To ensure that the operational area is aligned to Medscheme and client schemes strategic objectives. Providing holistic care that is personalised and accessible, managing the journey end to end. Committing 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 Nursing Qualification - Registered Nurse 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 -Support the business objectives and drive customer satisfaction through the required metrics -Monitor trends and provide possible improvements. -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. -Manage and adhere to all recruitment policies and processes -Empower and enable new employees ensuring all resources are ready proactively to ensure a seamless and engaging on-boarding -Collaborate and manage all stakeholders proactively -Understand your stakeholders needs -Build and establish relationships at all levels with external partners and internal departments so as to ensure that timeous resolutions are found to any problems that may arise -Develop, maintain and improve consistent client communication and engagements. -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 -Ability to adapt easily to changing circumstances as the job functions constantly change depending on business requirements -Enable visibility and measurement across the business through collaboration and human connection. -Lead and inspire your people and drive team collaboration -Develop and support people growth by focusing on their strengths and styles -Coach and enable team to maximise their potential -Empower employees 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, adapt to needs of employees -Manage, monitor leave and wellness of team -Recognise and appreciate excellence and team collaboration in real-time. -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 -Support all roles in the business -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 -Performance management of team. -Enable participative leadership, sharing and collective intelligence -Identify areas of improvement and solving 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 -Excellence in communication and daily performance management. -Resource planning, forecasting and management across all channels and touch points -Manage and plan downtime when required -Work Volume management and ensure service levels are met and improved. -Ensure financial prudence and business astuteness -Monitor and reduce wastage, identify cost saving opportunities . -Understand how to manage business continuity and unplanned downtime -Manage incidents and service level continuity. Position Specific Outputs Achieve BU targets for all metrics on the SSM Create a high performing culture by ensuring that GROW sessions are executed on. Monitoring and reporting daily and monthly on all key deliverables and put in place mitigating actions to address risks if not meeting the stated objectives Management of risk as per the Enterprise Risk Management Framework. Includes audits and audit findings, mitigating SL risk, managing outstanding Res Q Calls QA evaluation to be done on all platforms of work done by the agents for the month e.g. External referral/PAR to Claims/NOC/NOC bench/ Call centre Resource Management – daily capacity planning and work allocation Support – Provide clinical support to the consultants daily Competency Requirements Attribute: Accountability Manage Complexity Demonstrates self-awareness Decision Thinking Encourage Engagement Action Orientated Resilient and Adaptive Purpose-driven Empathetic Collaborative Knowledge: Knowledge and application of relevant legislation and regulations Knowledge, application and improvement of policies and procedures Health Care Industry Skill: Innovation and risk taking Call Centre and business process methodologies Microsoft Suite Root cause Analysis Change Management Communication Skills Knowledge and application of scheme rules Quality driven Numerical Ability Interpretation and analysis of data (visualizations) Plain English writing skills Strong leadership abilities Problem solving and decision-making skills #J-18808-Ljbffr