Membership Team Leader

Company Description

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.

Job Description

KEY OUTCOMES (not limited to)

Membership Operations Oversight

• Oversee the onboarding and maintenance of members, clients, and brokers to ensure accuracy, compliance, and adherence to service level agreements (SLAs).
• Monitor the creation of member, client, broker, and policy records to ensure data integrity and completeness.
• Ensure all membership amendments, updates, suspensions, resignations, and terminations are processed accurately and within required timeframes.
• Review and approve complex or exception-based membership transactions where required.

Team Leadership and Performance Management

• Lead, coach, and support Membership Administrators to ensure optimal performance and service delivery.
• Allocate workloads and monitor team productivity to ensure operational efficiency.
• Conduct regular performance reviews, feedback sessions, and skills development activities.
• Provide guidance and support for escalated membership-related queries and issues.

Stakeholder and Relationship Management

• Build and maintain effective working relationships with Client Relationship Managers and other internal stakeholders.
• Manage escalated membership queries from clients, brokers, members, and internal stakeholders.
• Provide regular updates on membership processing progress, service delivery, and operational challenges.
• Ensure a high standard of customer service is maintained across all interactions.

Process and Compliance Management

• Ensure all membership processes are completed in line with operational procedures, compliance requirements, and billing cycle cut-off dates.
• Monitor adherence to quality standards and implement corrective actions where required.
• Identify operational risks and implement controls to mitigate errors and service delivery issues.

Continuous Improvement

• Analyse operational trends, identify recurring issues, and conduct root cause analysis.
• Drive process improvement initiatives to enhance efficiency, accuracy, and customer experience.
• Collaborate with relevant stakeholders to implement process and system enhancements.
• Monitor the effectiveness of implemented improvements and recommend further optimisation opportunities.

Reporting and Operational Management

• Track and report on team performance, productivity, service levels, and operational metrics.
• Provide insights and recommendations to management based on operational data and trends.
• Support workforce planning to ensure adequate resourcing to meet business demands.

Qualifications

SPECIAL REQUIREMENTS

• Telephonic etiquette and Professionalism
• Customer urgency

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

• 1-2 Years in Membership Team Leader.
• Customer service environment experience.

 

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

• Matric
• Good Computer knowledge/literacy especially in MS Word, MS Excel and MS Outlook
• Certificate in Business management/Office management or Office administration

PREFERRED

• FAIS Complaint: RE5 would be advantageous

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Proficient in Excel

Additional Information

Personal Attributes

•       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