Team Leader: Customer Services X2 MMH250710-3

Momentum; Centurion; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Momentum in Centurion is seeking a capable team leader to direct a group handling client requests, escalations, and documentation under SLA and regulatory requirements.

You will monitor workload, review targets, and foster a culture of quality service and continuous improvement within the team.

Qualifications

• Matric completed is required.
• Minimum 2–3 years of leadership experience in the medical aid industry is essential.
• Completed leadership training or programmes would be an advantage.

Responsibilities

• Monitor and manage staff to ensure workload distribution and client service continuity.
• Review performance targets of the team in line with business objectives to ensure optimal performance.
• Engage with the team to increase quality and client satisfaction.
• Develop processes and procedures to increase effectiveness and quality of client service.
• Ensure quality standards of all client interactions are achieved.
• Compile and analyse relevant daily targets, quality standards and adherence reports.
• Manage achievement of client service standards in line with targets.
• Effectively manage day-to-day team activities and escalations.
• Conduct regular engagements with the team to share information and review objectives.
• Make recommendations to optimise client service and service delivery.
• Build and maintain relationships with clients and stakeholders.
• Deliver on service level agreements with clients and stakeholders.

Skills

Leadership

People management

Client service

Stakeholder relations

Quality assurance

Education

Matric

Job description

Role Purpose

Lead a team to support clients with requests, queries, escalations and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements.

Requirements

• Matric
• Minimum 2 -3 years leadership experience in the Medical Aid industry is essential
• Completed Leadership training /programmes would be an advantage.

Duties and Responsibilities

• Monitor and manage staff to ensure workload distribution and client service continuity.
• Review performance targets of team in line with business objectives to ensure optimal performance is maintained.
• Engage with team to increase quality and client satisfaction.
• Develop processes and procedures to increase effectiveness and quality of client service.
• Ensure quality standards of all client interactions are achieved.
• Compile and analyse relevant (Day to day targets, Quality Standards and Adherence reports etc.).
• Manage the achievement of client service standards in line with agreed targets.
• Effectively manage all day-to-day team activities and escalations.
• Conduct regular engagements with team to share information and review team objectives.
• Make recommendations to optimise client service and service delivery.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Create a positive work climate and culture to energise employees to minimise work disruption and maximise productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and MMH values.
• Drive a culture that guides best practice and fosters an environment of continuous learning & development, and team cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
• Comply with workforce planning to ensure that staffing requirements are accurately forecasted.
• Identify employee growth and development needs and liaise with interventions to enable ongoing development, training, and personal growth.
• Identify solutions to enhance cost effectiveness and increase operational efficiency.