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