Job Purpose

• To lead, guide and coach a multidisciplinary team of permanent and independent contractors to excellence in service, quality and delivery through the Discovery Service Standards.

Principle Accountabilities

• Ensure that business objectives are achieved and maintained (TWT, MBR,)
• Responsible for managing performance of permanent staff and independent contractors
• Relationship building with internal and external stakeholders to achieve objectives
• Drive results and solutions through the team and actively identify opportunities to integrate new innovation or changes to improve operational efficiencies.
• Compile business reports for internal and external stakeholders and maintain/update dashboards.
• Manage and resolve internal and external queries and escalations
• Ensuring the area’s compliance in line with ISO 9001-2008 standard and maintain all standard operating procedures
• Ensuring overall competence of staff through appropriate training, and skills development
• Attend key forums with internal and external stakeholders
• Ensure Standard Operating Procedures and Playbooks are up to date and fit for purpose.

Essential Education / qualification requirements:

• Matric
• Clinical qualification
• Completed business-related tertiary qualification at NQF 6 or higher (Advantageous)

Essential Knowledge requirements:

• Working knowledge of MS Office suite
• Working knowledge of Discovery Health products
• SharePoint

 Advantageous:

• Project management
• Power BI
• Power Automate

Essential Experience requirements:

• At least 1-2 years’ experience in a customer services environment
• At least 1 year leadership experience within an operations environment
• Experience in data handling and statistics
• Experience in relationship management

Advantageous:

• Project management experience
• Experience in corporate and or executive wellness
• Relationship management with external clients

Skills requirements

• Assertiveness and strong communications sills (verbal and written)
• Leadership skills
• Attention to detail
• Time Management
• Results driven
• Deadline driven
• Ability to handle multiple work items simultaneously
• Working under pressure