Operations Manager: DHCS Health Coaches at Discovery Limited

Job Purpose

• Manage the daily operations of the Health Coaching business, ensuring the delivery of high-quality coaching services. Oversee team leaders and coaching staff to achieve operational excellence, enhance client satisfaction, and drive continuous improvement.

Key Outputs

Operational Management:

• Manage daily operations and ensure overall quality of coaching services.
• Ensure ongoing tracking and management of member sentiment
• Respond to general queries, questions, and new requests.
• Manage complaints logging and resolution, including appropriate escalation to Senior Leadership

Team Leadership and Performance:

• Manage Team Leader & Coach performance, including target setting, talent management, and performance tracking.
• Ensure efficient workforce planning including equitable distribution of responsibilities and tasks.
• Oversee recruitment, vetting, interviewing, and appointment of new coaches and Team Leaders.

Quality and Workforce Management:

• Ensure coaching quality through regular audits and quality management processes.
• Implement workforce planning and succession planning strategies.
• Review volumes and headcount for workforce forecasting and motivate for FTE increases.

Training and Development:

• Oversee training, updating training materials, SOPs, and onboarding new coaches.
• Facilitate new coaches’ enrollment into requisite external training and accreditation and monitor their progress.

Reporting and Insights:

• Ensure timeous daily, weekly, and monthly performance communication and tracking.
• Generate insights on operations, TLs, and coaches using data and dashboards.
• Gather insights on key barriers and opportunities for improvement across programs.

Adhoc Tasks:

• Oversee maintenance of various assets used in the day-to-day delivery of the Coaching service
• Handle ad hoc reporting and assist with projects/pilots.

Education required

Essential:

• Matric
• Clinical qualification (degree or diploma)

Knowledge required

Essential:

• Understanding of corporate organizations
• Understanding of Business Processes
• Exceptional stakeholder relationship management
• Healthcare industry knowledge
• Understanding of data and statistics
• MS Office including excellent analytical capabilities and comfort with Excel

Advantageous:

• Discovery Product knowledge
• High level understanding of Discovery Health systems
• Knowledge of PowerBI

Experience required

Essential:

• Experience on a managerial level dealing with People Management / Strategy roll out/ Key Accounts / Relationship Building.
• Minimum 5 years’ experience within operations/clinical service delivery
• Proven track record of successful implementation of business process change projects
• Experience with managing strategic relationships
• Extensive experience working with stakeholders (internal and external)
• Solid experience leading areas of 30+ employees
• Business presentation skills

Advantageous:

• Knowledge of Discovery Health
• Start-up experience