Team Leader Coach at Discovery Limited

To manage, guide and coach a team of high performing individuals across various skills and provinces, in order to achieve and exceed agreed service standards.

Key outputs

• Manage a team comprising of various skills across various provinces
• Develop, coach and motivate a team of onsite consultants and client liaison managers to excel in performance and service delivery in line with the Bankmed value proposition
• Work closely with stakeholders based at the Bankmed Scheme Office
• Identify quality issues and take corrective steps by actioning quality trends
• Identifying opportunities and providing a value added service
• Recognizing and managing potential risk
• Setting annual initiatives
• Extensive relationship building
• Improving process efficiencies, TAT and communications between clients and Bankmed
• Recognizing and managing risk and potential threats, providing solutions
• In-depth understanding of Scheme’s industry, trends and environment
• Relationship building with internal clients to achieve objectives
• Available to work overtime when required
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems
• Use root cause analysis as a tool to identify areas for improvement across various business units

Job Description

• The roles and responsibilities of this role should be seen as flexible in order to meet the challenges of this new and changing environment
• This role will be managing a blended team of staff with various skills which could include clinical, non-clinical, CRM, and onsite staff
• Develop, coach and motivate a team of individuals to excel in performance and service delivery Responsible for the performance management of staff
• Build the team and identify talent
• Ensure that the service levels are maintained

Handle The Administrative Functions Required

• Identify quality issues and take corrective steps by actioning quality trends
• Responsible for doing call assessments where applicable and resolving escalated calls
• Relationship building with internal clients to achieve objectives
• Available to work overtime when required

Behavioral Competencies

• Comfortable with virtual reporting
• Be a self-starter who is able to work independently
• Deciding and initiating action
• Persuading and Influencing
• Planning and Organizing
• Delivering Results through others
• Integrity and trust
• Analytical Ability
• Diversity Management
• Adapting and Responding to Change
• Strategic Thinking
• Achieving personal work goals
• Written Communication