EAP Team Leader

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

To lead and support a team by integrating clinical expertise, emotional intelligence and strategic business insight - ensuring exceptional client outcomes and fostering a high-performing, cohesive environment.

Requirements

• National Senior Certificate
• Qualified Registered Counsellor, Psychologist or Social Worker
• Valid registration with the relevant professional regulatory body
• 5 Years' working experience in an Employee Assistance Programme, contact centre environment
• 3-5 year’s working experience as a team leader in an EAP call centre, leading a team of more than 8 direct reports.
• In depth knowledge of call centre environment, SLA management, performance metrics and workforce planning
• MS 365 proficiency

Duties & Responsibilities

• Oversee the overall administration, staffing and performance aspects of the EAP call centre, ensuring optimal operational efficiency.
• Drive a culture of high performance through ongoing performance management to ensure quality service delivery and employee engagement.
• Actively contribute to operational strategy and execution.
• Participate in clinical reviews, offering insight and oversight to support case quality, compliance and client satisfaction.
• Respond promptly and effectively to escalated cases or service issues, ensuring all concerns are resolved within SLA timeframes while maintaining high standards of professionalism and client care.
• Compile and present regular reporting on operational challenges, achievement of care centre targets, operational statistics and interventions implemented within the team.
• Daily monitoring and mobilising telephone clinicians to ensure departmental objectives are met.
• Create a positive work climate and culture to give meaning to work, minimise work disruption and maximise employee productivity.
• Real time management of best practice, ensuring ethical and sound clinical decision making and treatment planning within the team.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Encourage innovation, change agility and collaboration within the team.
• Actively drive department’s objectives to meet financial, operational and client experience goals.
• Continuous SLA monitoring in live time and agile implementation of corrective interventions.
• Form part of the after-hours servicing and escalations support team.

Competencies

• Demonstrates strong knowledge of psychotherapeutic frameworks, EAP best practice standards, ethical decision making, clinical assessment, case formulation and treatment planning.
• In depth knowledge of universal protocols and processes related to EAP.
• Able to coach, mentor and develop clinicians effectively.
• Able to motivate, support and hold employees accountable to perform at optimal levels.
• Ability to self-regulate, practice self-care and ensure resilience in oneself.
• Strong empathy skills with an ability to maintain healthy boundaries with employees.
• High emotional intelligence.
• Ability to remain calm, adaptable and solution-focused under pressure.
• Flexible, agile and quick acting in difficult situations.
• Skilled in writing clear, professional clinical and operational reports.
• Able to work meticulously, with attention to detail and accuracy.
• Assertive communication skills which are aligned to promoting a positive team culture.
• Conflict management skills
• Strong problem analysis and solutioning skills on the go.
• Effective change management ability.