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Gap Service Centre Team Leader

Kaelo | Posted 6-01-2021

Sandton (Banking and Insurance)


Company Description

About Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.


Job Description

The Gap Service Centre Team Leader is responsible for service centre servicing and escalation management across the Gap business including - Kaelo Gap, Western Gap, Sanlam Gap and Medexpense; Client services and Intermediaries. They will support Servicing Consultants with coaching, training and quality management. There is a strong focus on efficiently resolving the service request whilst ensuring exceptional customer service and satisfaction. The service centre team leader has the responsibility of ensuring that the team carry out their responsibility while keeping the team motivated and efficient.

KEY OUTCOMES

Determines service centre operational strategies by conducting:

  • Assessments
  • Performance Review
  • Capacity Planning
  • Productivity Quality
  • Customer service standards

Maintains and improves service centre operations by monitoring system performance

Accomplishes service centre people objectives by recruiting, selecting, training, assigning, couching, counselling and disciplining employees.

Prepare service centre performance report by collecting, analysing, and summarising data and trends

Reporting and Managing Key Team Deliverables

Monitoring of the daily dashboard to ensure adherence to SLA

Monitoring the teams accurate and efficient processing of claims

Contribute towards continuous improvement and innovation at process and procedure level

To ensure that all claims processing and queries are attended to accurately and within the agreed turnaround time

Monitoring of daily performance statistics and workforce management

Daily claims focus and work allocation

Assist clients with escalated queries and provide suitable query resolution

Accurate completion of people management tasks on a daily basis

Ongoing feedback to clients

People and Team Management

People and team management

Ensuring participative leadership and strong communication within the team

Collaboration with all business areas

Coaching and peer to peer learning


Knowledge and Quality Management

Developing of all employees and ensuring smooth onboarding for new employees.

Review, maintenance and improvement of all processes and document management

Quality assurance and trending

Contribute toward risk management


Qualifications

SPECIAL REQUIREMENTS


PERSON DETAILS: WORK EXPERIENCE

REQUIRED

2+ years' service centre experience


PREFERRED

Health insurance industry

Team management and leadership experience


EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

Matric

PREFERRED

RE5 Accreditation (a minimum of 120 credits)


TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

Computer Literacy Skills

PREFERRED


Profile Personal Attributes

Accountability

Action orientated

Collaborative

Communication

Efficient and Effective mind-set

Encourages engagement

Planning and organisation

Problem solving skills

Purpose driven

Resilient and adaptive

Resourceful

Significance and values orientated

Simple writing skills


Additional Information

PERSONAL ATTRIBUTES : COMPETENCIES

  • Accountability
  • Action orientated
  • Communication
  • Simple writing skills
  • Manages Complexity
  • Problem solving skills
  • Effective and Effective Mind Set
  • Business Astute
  • Planning and organisation
  • Resilient and adaptive
  • Self-development
  • Significance and values orientated