HealthyCompany Care Team Leader at Discovery Limited

Key Purpose

• The successful incumbent will operate within the Healthy Company operational area and will be responsible for the management and care of the Healthy Company service team, to ensure operational, production and quality targets are met, and that the area is functioning optimally and delivering on its mandate to both its internal and external customers.

Areas of responsibility may include but not limited to:

The successful applicant will be responsible for but not limited to the following job functions:

People Management & Development

• Manage a team of coaches and CRMs daily
• Develop, coach and motivate team members to excel in performance and service delivery
• Responsible for the management of performance of all direct reports
• Identify talent within the team and create active development plans for high-potential individuals
• Provide ongoing support to staff to ensure they are enabled to function optimally in their roles
• Build relationships with team members that promote trust, confidence and the achievement of mutual goals
• Engage team members in decision making, encourage consultation and be responsible for effective day-to-day decisions.

Performance and quality management

• Meet and drive performance targets for quality, sentiment and productivity across the team
• Ensure that service levels are maintained in line with standards set by the business
• Identify quality issues and take corrective action by monitoring and responding to quality trends
• Implement iQS targets and compliance within the team
• Drive results and solutions through the team daily
• Collect and collate ground-level quality and performance data to feed into the operational strategy

Operational framework and administration

• Develop the required framework and structure for the Healthy Company coach team (KPIs, reporting, workforce management)
• Handle administrative functions required for team operations
• Resolve escalated calls — acting as last line of resolution before involving the Operations Manager
• Multitask effectively and meet daily deadlines
• Flag capacity pressures and SLA risks to the Operations Manager
• Cascade and implement operational process changes as decided by business

Stakeholder and relationship management

• Build and maintain relationships with internal and external clients to support achievement objectives
• Liaise with third parties to gather information and resolve issues timeously
• Represent the team at internal forums
• Be a champion for excellence in client service within the team

Strategy and innovation

• Communicate strategy and influence people to strive towards strategic objectives
• Display innovation and creative thinking in optimising team performance
• Identify and propose solutions to process and service-related failures

Knowledge and Skills

• Presentation and reporting skills
• Be able to work and think independently and generate solutions with minimal input from senior management
• Excellent written communication skills
• Ability to work under tight deadlines and pressure
• Problem solving by identifying key issues and relationships

Education and Experience

The following requirements are essential:

• Matric
• Minimum of 3 years Team Leader experience
• Minimum of 5 years formal work experience
• Minimum of 2 years employee assistance programme operations
• MS Office Suite – with Intermediate Excel and PowerPoint abilities
• Knowledge of Healthy Company and DH systems
• Knowledge of Healthy Company product and benefits

The following requirements will be advantageous: 

• Studying towards a Psychology or Social Work qualification
• Knowledge about employee assistance programme services and/or experience in provision of EAP services