Letters and Cards Team Leader at Kaelo Engage

Job Description
The Letters and Cards Team Leader, ensures that all membership support processes are executed effectively, efficiently and within SLA. The Team Leader supports and managers the membership support team, working closely with all business areas, suppliers and clients.  

People Management

• Managing resource capacity and cross skill growth opportunities.
• Developing and growing people, focusing on the teams core strengths and skills.
• Building and maintain a healthy talent pool for this business unit.
• Managing and maintaining an updated performance matrix, participating in regular people reviews.

Reporting and Information Management

• Ensuring data and information is maintained and accurate for the business unit and its functions
• Ensuring that volumes and strategic objective targets are met for the assigned business functions
• Maintain data and information relevant to service and operations for the purpose of conducting analyses that influence service specific decision making
• Proficiency in financial analysis, being able to identify opportunities and the development of financially viable long-term service and operation plans
• Weekly report management as specified

Client and Perception Management

• Responsible for assessing, clarifying, and validating the client needs on an ongoing basis, maintaining high client satisfaction ratings that are up to the business’s standards

Best Practise and Continuous Improvement

• Identifying opportunities by evaluating current business trends, best practise research and principles
• Working closely with all business units to enhance and promote positive feedback loops and improvements
• Works closely with all managers and teams coaching and mentoring the team’s development and professional skills

Strategy

• Implement and lead business and campaign strategies that lead to high client, intermediary and team satisfaction. Management of the teams budgets, targets, performance objectives, standards and projects
• Collaboration and Communication
• Improve and drive cross-functional team collaboration through accurate and focused forms of communication

Membership Support Team Administration

• Team tracking and process management
• Workflow management
• Escalation and query management
• Relationship management 
• Quality Assurance and Process Management
• Identify and escalate system errors.

Qualifications
PERSON DETAILS : WORK EXPERIENCE

REQUIRED

• 1 year working experience in a Health / Medical Scheme environment.
• Fluent in English.
• 1-2 Year team management.
• 1-2 Year customer service experience.

PREFERRED

• 1-2 Year Admin and Data Capture Experience

EDUCATION : QUALIFICATIONS : ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

• Matric
• Post matric, office admin qualification.

PREFERRED

• Good verbal and written communication, organisational skills.

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Intermediate proficiency on MS Office
• Additional Excel proficiency