Position Purpose: The Membership Team Leader will oversee the membership administration team, ensuring efficient processing of applications, updates, and queries. The Membership Team leader will be responsible to ensure that the Service level agreements and operational targets are achieved and exceeded. This role requires strong leadership, industry knowledge, and a commitment to delivering excellent member service while maintaining compliance with medical aid regulations. Qualifications/Experience: Matric (Grade 12) required; tertiary qualification in administration, healthcare, or business advantageous. Minimum of 5 years’ experience in administration or membership processing (preferably in medical aid/insurance). Proven leadership and team management experience an advantageous. Familiarity with medical aid schemes and regulatory requirements. KEY COMPETENCIES Team leadership & Management Supervise, mentor and motivate membership clerks Allocate tasks, monitor performance and conduct regular team meetings Provide training and development opportunities Operations Oversee accurate processing of new member applications and member maintenance requests. Ensure timely updates to member records in line with the service level agreement and internal requirements. Resolve escalated queries and complaints including the root cause analysis to ensure prevention of a reoccurrence. Collaborate with other departments (Claims, Finance, Clients services) to ensure seamless member experiences. Compliance & Quality assurance Ensure adherence to Medical Scheme Act, Internal policies and Scheme Mandates. Conduct regular audits of membership data for accuracy and completeness Complete all audit reports generated to ensure accuracy of membership data Implement process improvement to enhance efficiency and compliance Reporting & Analysis Prepare and present membership statistics and performance reports Identify trends and recommend strategies to improve member retention and satisfaction Skills and Abilities Strong administrative and organizational skills. Customer-centric mindset. Attention to detail and accuracy in data entry. Strong interpersonal skills and emotional intelligence Strong knowledge of medical aid products, benefits, and industry regulations. Ability to work under pressure and meet deadlines. Ability to manage multiple tasks, prioritize workloads, follow up on outstanding queries and maintain organized records Strong verbal and written communication skills for interacting with members, brokers and internal teams. Focused on providing excellent service to internal and external stakeholders and addressing concerns effectively. Awareness of relevant regulations and standards governing medical aids Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint). #J-18808-Ljbffr