Service Manager : Integrated Care Management

Job Description,

A challenging opportunity for a dynamic, quality orientated Service Manager with proven leadership and people management skills exists. To manage the day–to-day planning, operation and problem-solving of a team of consultants to meet with the required service level components, standards and targets in order to ensure delivery of a consistently superior customer experience.

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Requirements,

• Grade 12
• Registered nursing qualification essential
• A qualification in either/both in Intensive Nursing Science, Operating Theatre Technique
• Management/Coaching course

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Duties and Responsibilities,

• Effective communication of information from Management to team and vice-versa.
• Effective communication of information between departments.
• Effective communications of team’s service levels and turn-around times to the team.
• To offer creative solutions in the day-to- day operations.
• Manage agreed service level, quality and targets.
• Managing and monitoring the floor and adherence to schedules.
• Training of staff on operational processes.
• Recommendations for product and process development/improvement based on customer feedback and analysis to management.
• Compiling reports on team’s performance and customer feedback.
• Understand team’s problems and weaknesses and address these.
• Making training requirements for team members.
• Plan and implement operational changes within the area of responsibility and update of processes, work instructions and other shared links.
• Provide provisional feedback to management on internal audits.
• Plan and implement operational changes within the area of responsibility to respond to important external influences
• Ensure business plan is implemented in a manner that supports operational and quality standards and meets defined departmental priorities
• Ensure implementation of plans in a way that maintains operational best practice and leads to continual delivery improvement
• Manage the operational performance of the team as per the policies to ensure delivery to agreed standards and objectives.
• Effective Staff planning in respect of leave requests, shifts, outbound calls etc.
• Intervene/defuse on poor ratings and client feedback and escalate issues to management if necessary
• Route system problems including hardware failures in order to ensure that the group can deliver optimum service.
• Maintain the telephone system in order to ensure the smooth flow of the operational environment.
• Test operational systems on a regular basis in order to ensure the constant quality of service.