OrthoCare Ops Team Lead: Elevate Member Experience

AfroCentric Group; Wes-Kaap; On-site; ZAR 420,000 - 720,000; Full time

Job summary

AfroCentric Group is seeking a capable OrthoCare Operations Lead to manage day-to-day performance and deliver high-quality, member-focused service across all stakeholder interactions.

You will guide the team in resolving complex queries, ensure adherence to service levels and regulatory requirements, and drive continuous improvements in the end-to-end member journey and customer experience.

Qualifications

• A Diploma/NQF Level 6 in Business Management or a related field is essential.
• A bachelor's degree/NQF Level 7 in a clinical discipline, Business Management or a related field would be advantageous.

Responsibilities

• Lead and motivate the Orthocare team to deliver exceptional member, client and provider service experiences.
• Manage daily operational performance, ensuring service levels, quality standards and operational targets are achieved.
• Resolve complex member, provider and stakeholder queries and complaints effectively and timeously.
• Coach, mentor and develop team members to enhance capability, engagement and performance.
• Monitor compliance with operational, governance, risk and regulatory requirements.
• Identify and implement process improvement opportunities that enhance operational efficiency and customer experience.
• Support workforce planning and resource allocation to ensure optimal service delivery.
• Build and maintain productive relationships with internal and external stakeholders.
• Drive effective query resolution through root-cause analysis and implementation of preventative measures.
• Contribute to achieving departmental financial and operational objectives through sound team management.

Skills

Operational experience

Leadership

Quality Assurance

Workforce Planning

Recruitment

Management

Education

Diploma/NQF6 in Business Management

Bachelor's degree/NQF7 in clinical discipline or Business Management

Job description

AfroCentric Group is seeking a capable OrthoCare Operations Lead to manage day-to-day performance and deliver high-quality, member-focused service across all stakeholder interactions.

You will guide the team in resolving complex queries, ensure adherence to service levels and regulatory requirements, and drive continuous improvements in the end-to-end member journey and customer experience.