Team Leader – Nelspruit

Administration and support
? Manage the daily operations of the CLO Team
? Conduct feedback sessions regularly on performance against set targets
? Monitor and manage Client Liaison Officers’ daily activities
? Ensure adherence to work schedules by the Client Liaison Officers
? Ensure continuous improvement in the quality of work rendered by the CLOs
? Follow up on escalated queries on a daily basis and escalate unresolved queries

Budget, expenses and procurement
? Monitor the telephone accounts of the Team to ensure prudent utilisation of telephone resources

Correspondence and documentation process
? Develop service improvement initiatives
? Develop forms or adapt new processes to improve service delivery
? Draft stakeholder correspondences, reports and recommendations for Manager’s review

Technical Expertise and application
? Providing client liaison services
? Quality and process management to ensure efficiencies in servicing members and responding to their queries
? Stakeholder relationship management
? Communicate effectively with internal and/or external clients
? Maintain positive Scheme member and stakeholder relationships
? Facilitate effective communication of the organisation information to members and stakeholders
? Establish and maintain effective communication with the Scheme’s Administrator and marketing team to coordinate events
? Compile weekly, monthly and quarterly reports for submission to the CLO Manager
? Provide ad hoc information when requested

Staff Management Responsibility
? Set performance targets, plans and goals for the Client Liaison Officers against the operational plan
? Manage the CLO team in accordance with the organisation HR Policies
? Clearly define roles and responsibilities
? Allocate duties, deadlines and resources
? Prioritise activities and projects and ensure timeous execution of the plans
? Allocate duties, deadlines and resources
? Monitor and manage Client Liaison Officers’ daily activities
? Ensure adherence to work schedules by the Client Liaison Officers
? Clearly define roles and responsibilities of each team member
? Ensure that the Unit effectively represents the organisation brand, mission, vision and values at all times
? Monitor the quality of servicing, identify training gaps and recommend appropriate interventions to the manager

Requirements:
? Relevant National Diploma or Degree
? 2-3 years functional experience
? 1-2 years management experience
? Have experience in a sales, business development, client service or customer relationship management environment
? Be organised and have good time management skills / Be analytical and have the ability to manage priorities / Have excellent written and verbal communication and interpersonal skills
? Have the ability to work well as part of a team / Be computer literate on advanced level
? Be responsible and reliable / Have a diligent work ethic with attention to detail / Self-motivated and pro-active / Have Strong negotiation skills / have resilient pressure management abilities / High level of Customer focus / Ability to deliver under pressure

Desirable:
? Experience working in a corporate Healthcare environment; / Experience in supporting large corporates, / Valid driver’s license and own car