Kaelo
Healthcare
EscalationsTeamLeader
“Escalations Team Leader at Kaelo. Skills: operational leadership, team oversight, workflow management, resource allocation, escalation management, portfolio management, quality assurance, audits, compliance support, performance support, team development, operational discipline, process improvement. lead and oversee the day-to-day operations of the Escalations Team. ensure complex and sensitive issues are resolved quickly, accurately, and within SLA”
What You'll Achieve.
ensure complex and sensitive issues are resolved quickly, accurately, and within SLA; driving both team performance and process improvement; ensure targets are met and backlogs are proactively managed; maintain productivity while protecting service delivery; focus on first‑time resolution, accuracy, and defensibility; consistently exceeding performance targets and maintaining high processing standards; Strengthen the sustainability and maturity of the Escalations function
Industry & Context.
resolve complex and sensitive issues; resolve complex claims and escalation matters efficiently; identify recurring errors; systemic issues
What They're Looking For.
Must Have
Matric, 3- 5 years’ experience in the Health Insurance industry
Nice to Have
RE1, Class Of Business Long Term & Short Term Insurance
What You'll Do.
lead and oversee the day-to-day operations of the Escalations Team
ensure complex and sensitive issues are resolved quickly
Provide day‑to‑day operational leadership to the Escalations Team
ensuring work is managed efficiently and in line with agreed SLAs and quality standards
Act as the first point of escalation for complex or sensitive matters
and monitor daily and weekly workflows
ensure targets are met and backlogs are proactively managed
Balance workloads to maintain productivity while protecting service delivery
Identify operational risks or capacity constraints early and escalate with proposed solutions
Manage high‑profile escalation portfolios
Ensure escalated cases are managed end‑to‑end with a focus on first‑time resolution
Conduct quality reviews on team members’ work
Provide ongoing guidance
and technical support to escalation agents
Foster a collaborative
motivated team environment
Drive adherence to processes and operational standards
Support identification and implementation of efficiency improvements and risk‑mitigation initiatives
Strengthen the sustainability and maturity of the Escalations function
How You'll Work.
Team & Collaboration
act as the key link between frontline agents, management, and external stakeholders; Liaise with internal and external stakeholders to resolve complex claims and escalation matters efficiently; Foster a collaborative, motivated team environment
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