Talent Pool: Operational Coach

Accountable for clinical risk management technical training, mentoring and skills development in line with departmental and individual objectives and ensuring that the business processes and system capabilities are aligned to service delivery.

PROCESS

• Instruct/ Train/Coach team members/service managers on Products, Systems and Processes.
• Regular feedback to service managers in monthly one on one sessions.
• Identify training needs of team members and draw up training plans in collaboration and support to business team and conduct development programme. Feedback to team members and managers throughout the process.
• Responsible for development , implementation and follow up of training plans.
• Responsible for up to date, accurate training material that will help employees understand the subject matter.
• Assessing of employees in terms of knowledge gained.
• Liaise with trainers to ensure that their training material is accurate and continuously updated.
• Networks with other areas.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.
• Continuously self- develop themselves and keep up with the changing claims trends.
• Process orientated (monitor, analyse and feedback to service managers).
• Have an organised approach.
• Be consistent, committed, flexible, realistic patient and tolerant.
• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

CLIENT

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Process orientated (monitor, analyse and feedback to service managers).
• Have an organised approach.

FINANCE

• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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