Administration Manager

Requirements

• Matric
• Related qualifications/Degree.
• 6-8 years' experience in the financial services industry.

Duties & Responsibilities

• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Monitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Workflow management: Daily workflow management and effective resource planning. Problems identified & resolved. Service Level Agreements adherence and production statistics.
• Reporting: Deliver quality and meaningful reports on client service within agreed timeframes.
• Identify and report new trends in the market. Identification and reporting of system-related problems.
• Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
• Customer engagement/retention: Engagement/retention of clients within current portfolio.
• External Customer Satisfaction: Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
• Internal Collaboration: Effective and consistent service delivery and support to all internal clients.
• Define service practices which build rewarding relationships, encourage innovation, and allow others to provide exceptional client service.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Create a positive work climate and culture.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Implement sound financial controls and monitor and manage expenditure relative to budget.
• Take responsibility for the unlocking of operational efficiencies.
• Implement risk management, governance, and compliance policies in own practice area.
• Manage governance and risk exposure liability.

Competencies

• Business acumen.
• Client commitment.
• Drive for results.
• Leads change and innovation.
• Impact and Influence.
• Self-awareness and insight.
• Diversity and inclusiveness.