Eligibility Supervisor

The Position: 

• A vacancy has arisen within GHB EU Eligibility Team, opening the opportunity for an enthusiastic, highly motivated, and driven individual to join our Operations Team in the role of supervisor 
• You will be responsible for providing a solid in-depth knowledge of System & Processes to ensure a customer centric service and delivery of KPI’s across the Eligibility Organisation.

Main Duties/Responsibilities:

• Manage and motivate the team focused on KPI, productivity and customer satisfaction within the Eligibility organization.
• Develop team members by providing support and guidance to ensure relevant training and development for all staff members.
• Conduct staff appraisals, to review agreed objectives against individual’s performance.  Establish a coaching environment to identify and address areas of under performance.
• Develop effective business relationships and communications with internal and external customers, to ensure a seamless delivery of service. 
• Anticipate potential service problems and instigate remedial action, ensuring minimal impact to customers. Liaise with Senior Supervisor, providing updates on areas of concern, and respond to underlying issues in a prompt and effective manner.
• Being proactive in identifying improvement/enhancement opportunities and be active in identifying and sharing ideas for innovation and continuous improvement in business process.
• Create/maintain Processes in Knowledge Exchange.
• Quality Audit execution, presentation of results and root cause analysis to provide coaching/development to staff ensuring Quality KPI is achieved month on month.
• Ensure engagement with Management Team at all levels.
• Carry out any other ad-hoc tasks as required to meet the business needs.

Skills/Qualities:

• Proven leadership skills to motivate and develop others
• Self-motivated with a proactive approach
• Exceptional attention to detail and accuracy
• Ability to take ownership and deliver results
• Leadership in Coaching/Development
• Work well in a team environment
• Ability to learn in a virtual environment
• Excellent problem-solving skills
• Confidentiality Management of Data
• Fluent in English (Verbal & Written)