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