About Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

The Gap Service Centre Team Leader is responsible for service centre servicing and escalation management across the Gap business including - Kaelo Gap, Western Gap, Sanlam Gap and Medexpense; Client services and Intermediaries. They will support Servicing Consultants with coaching, training and quality management. There is a strong focus on efficiently resolving the service request whilst ensuring exceptional customer service and satisfaction. The Service centre team leader has the responsibility of ensuring that the team carry out their responsibility while keeping the team motivated and efficient.

KEY OUTCOMES 
Determines service centre operational strategies by conducting:
- Assessments
- Performance Review
- Capacity Planning 
- Productivity Quality
- Customer service standards 
Maintains and improves service centre operations by monitoring system performance
Accomplishes service centre people objectives by recruiting, selecting, training, assigning, couching, counselling and disciplining employees.
Prepare service centre performance report by collecting, analysing, and summarising data and trends

Reporting and Managing Key Team Deliverables
Monitoring of the daily dashboard to ensure adherence to SLAs 
Contribute towards continuous improvement and innovation at process and procedure level
Monitoring of daily performance statistics and workforce management 
Daily claims focus and work allocation
Assist clients with escalated queries and provide suitable query resolution
Accurate completion of people management tasks on a daily basis
Ongoing feedback to clients

People and Team Management 
People and team management 
Ensuring participative leadership and strong communication within the team
Collaboration with all business areas
Coaching and peer to peer learning

Knowledge and Quality Management 
Developing of all employees and ensuring smooth onboarding for new employees.
Review, maintenance and improvement of all processes and document management
Quality assurance and trending 
Contribute toward risk management

SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE
REQUIRED
2+ years' service centre experience

PREFERRED
Health insurance industry
Team management and leadership experience

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED
Matric
PREFERRED
RE5 Accreditation (a minimum of 120 credits)

TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
Computer Literacy Skills
PREFERRED
 

•       Accountability
•       Action orientated
•       Collaborative
•       Communication
•       Business writing skills
•       Manage complexity
•       Problem solving skills
•       Decision thinking
•       Encourages engagement
•       Resilient and adaptive
•       Resourceful
•       Demonstrates self-awareness
•       Purpose driven
•       Significance and values orientated