Disability Admin Team Leader at Sanlam Group

Overall purpose of the role:

• The Team Leader is responsible for overseeing the efficient allocation and prioritization of work within the team, ensuring smooth workflow operations, and driving process improvements. This role requires close collaboration with internal stakeholders, IT teams, and administration departments while managing and developing a high-performing team. The incumbent will also be responsible for reporting, issue escalation, and client communication to enhance service delivery and operational efficiency

Key Responsibilities:

Work Allocation and Prioritization Management:

• Ensure effective distribution of tasks across the team to maintain optimal workflow efficiency.
• Monitor workloads and adjust work assignments based on urgency, complexity, and available resources.

• Implement and maintain a structured workflow tracking system to manage and track team performance.

Identifying Process Improvements for IT Development:

• Continuously assess existing workflow processes and identify opportunities for automation and efficiency gains.
• Collaborate with IT teams to design and implement system enhancements, including auto-indexing and workflow automation solutions.
• Provide input on system development requirements based on operational challenges and team feedback.

Key Responsibilities (continuous):

Daily and Monthly Reporting

• Generate daily, weekly, and monthly operational reports on workflow efficiency, team productivity, and work volumes.
• Track key performance indicators (KPIs) and highlight areas requiring intervention or process improvements.
• Present reports to management and suggest data-driven recommendations to enhance operations.

Escalation of Issues to Relevant Internal Stakeholders

• Identify and escalate workflow bottlenecks, system issues, and processing delays to the appropriate internal teams.
• Work closely with the auto-indexing team, disability team leaders, and other administrative departments to resolve escalations and process inefficiencies.
• Ensure timely follow-ups and resolutions to minimize disruptions to service delivery.

Key Responsibilities (continuous):

Client Handling (Communication)

• Manage and respond to client inquiries related to workflow processes and case handling.
• Ensure timely and professional communication with clients, both internal and external, to enhance the customer experience.
• Work with internal teams to ensure alignment on client expectations and service level agreements (SLAs).

Team Management

• Supervise, motivate, and support a team of workflow coordinators to ensure operational efficiency.
• Manage team schedules, leave planning, and resource allocation to ensure business continuity.
• Conduct performance reviews, provide feedback, and support individual development plans.

Team Development and Coaching

• Foster a culture of continuous learning and skills development within the team.
• Provide regular coaching and training to enhance team members' technical and soft skills.
• Encourage innovation and best practice sharing to improve team performance.

Qualification & Experience:

• Matric with Mathematics and/or Accounting
• Minimum of 3 years’ experience in employee benefits or individual life
• Minimum of 3 years’ experience in workflow coordination, operations management, or team leadership.
• Experience working with workflow management tools and automation systems.
• Strong analytical, problem-solving, and reporting skills.
• Proficiency in MS Excel, Power BI, workflow management systems

Knowledge and Skills:

• Bilingual (English and Afrikaans)
• Excellent knowledge of the Group Risk Industry
• General understanding of Employee Benefits
• Computer literate with proficiency in Microsoft Office

Core Competencies:

• Cultivates Innovation by creating new and better ways for the organisation to be successful.
• Client Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Personal Qualities:

• Strong leadership and people management skills.
• Excellent organizational and time management abilities.
• Effective communication and stakeholder engagement skills.
• Ability to work under pressure and meet deadlines.
• High attention to detail and commitment to process improvements.
• Client-centric approach with a focus on service excellence.