KEY OUTCOMES (not limited to)Membership Operations OversightOversee 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 ManagementLead, 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 ManagementBuild 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 ManagementEnsure 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 ImprovementAnalyse 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 ManagementTrack 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.
