Director of Case Management
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 2d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 12d ago
The date the source published, not the day we noticed it (2026-10-21). Last seen at its source just now.
We have tracked this listing since 21 Oct 2026 (12 days). The employer's own board has carried it every time we have read it, most recently just now.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
South Africa
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Workable employer's own board first seen 12d ago · last seen just now
The listing
About The Role
We are looking for an experienced and highly capable Director of Case Management to lead and manage a large team of Case Managers / Client Success Coordinators.
This is a hands-on leadership role responsible for driving team performance while ensuring a consistently high standard of service to clients, families, and therapists.
The successful candidate will be a strong people manager who can lead a sizeable team, manage performance and KPIs, coach and develop employees, handle complex client escalations, and ensure effective coordination across operational teams.
Requirements
- Lead and manage a large team of Case Managers / Client Success Coordinators.
- Set clear performance expectations and ensure team members consistently meet service standards.
- Monitor and manage team KPIs, productivity, quality, and performance metrics.
- Conduct regular coaching, performance discussions, and development sessions.
- Provide ongoing guidance, support, and accountability to team members.
- Identify performance gaps and implement appropriate improvement plans.
- Manage complex and sensitive client, family, and therapist escalations.
- Handle difficult conversations professionally, calmly, and empathetically.
- Ensure client concerns are resolved efficiently and appropriately.
- Maintain a high standard of client service and overall customer experience.
- Monitor case management and client success processes to ensure consistency and efficiency.
- Collaborate with other operational teams to resolve issues and improve service delivery.
- Identify process gaps and opportunities for continuous improvement.
- Ensure accurate communication and follow-through across the team.
- Provide management with regular updates on team performance, challenges, trends, and opportunities.
- Take ownership of operational issues and ensure appropriate resolution.
- Support a positive, accountable, and high-performing team culture.
- Minimum 5 years of relevant professional experience in one or more of the following:
- Case Management
- Client Success
- Healthcare Coordination
- Customer Service
- Client Services
- Healthcare Administration
- A related environment
Strong people-management experience leading a large team is essential.
Proven experience managing team performance, KPIs, coaching, development, and accountability.
Demonstrated experience managing complex escalations and difficult conversations.
Strong client-service orientation with excellent interpersonal skills.
Ability to communicate professionally, clearly, and empathetically.
Strong organisational and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Comfortable making decisions and taking ownership of issues.
Ability to work independently while collaborating effectively with other operational teams.