Lead Assistant Manager - Medical Practitioner!

This individual will Mentor & Train : Provide structured training, coaching, and on-the-job guidance to agents with no prior medical background. Develop Job Aids : Create simple, practical reference guides (common medicines, diseases, probing questions) to enable agents to conduct effective customer interviews. Support New Hires : Ensure smooth onboarding and capability-building of new joiners. Quality Oversight : Review agent performance, identify knowledge gaps, and provide corrective coaching. Client Interaction : Represent the process in weekly / monthly business reviews, share insights, highlight improvements, and build confidence with the client and underwriters. Process Improvement : Recommend changes that make interviews more effective, improve accuracy of documentation, and reduce call handling times. Help Operations to track and report progress in a clear and meaningful way to internal leadership and the client. This is a pivotal role, bridging the gap between non-medical agents and highly technical underwriters, ensuring smoother workflows, better customer conversations, and enhanced client trust. Responsibilities : Ability to translate complex medical information into simple, practical guidance for agents. Strong communication and interpersonal skills to mentor frontline staff and engage with clients confidently. Analytical mindset to identify process gaps and propose workable solutions. Experience in creating simple learning materials, cheat sheets, and job aids. Confidence in participating in client discussions, providing meaningful insights, and showcasing improvements. Ability to drive performance metrics and ensure accuracy in agent output. Patience, empathy, and adaptability while working with a non-medical frontline workforce. Qualifications : Nursing graduate (BSc / MSc), Senior Nurse with team management experience, OR masters in pharmacy with demonstrated leadership experience. Prior experience in mentoring or managing teams. Strong understanding of common diseases, symptoms, and medications, with ability to simplify concepts for non-medical staff. In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups / aligned with our EE targets.