Team Leader: Customer Services

at  Health Solutions

INTRODUCTION

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise 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 Health capabilities

REQUIREMENTS

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

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.

DUTIES & 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.