Administration Manager

Responsible for the planning, management and control of the administration department through operational execution of the client service strategy to ensure effective and consistent client experience

Responsibilities And Work Outputs

• Identify and fix process inefficiencies. Identify system inefficiencies and drive the resolution process with other internal stakeholders
• Establish productive operational relationships with key stakeholders in the various channels and administrative teams
• Manage the implementation of standard/customised operating procedures, quality and service standards related to the applicable client service solution
• 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
• Manage daily workflow management and effective resource planning ensuring problems are identified and resolved
• Ensure Service Level Agreements (SLA) adherence and production statistics through workflow management
• Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance within the client services environment.
• Ensure delivery of quality and meaningful reports to client service within agreed timeframes.
• Identify and report new trends in the market and ensure flag and system related problems
• Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
• Ensure engagement/retention of clients within area of responsibility
• Ensure effective and consistent service delivery and support to external clients in line with company values and TCF principles
• Collaborate with internal stakeholdes to ensure effective and consistent service delivery in support of business objectives
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments
• 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, internal and external stakeholders in order to ensure an expectional client experience
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values
• Advise on and support all people practices (e.g. Workforce Planning, Talent Acquisition and Management,
• Performance excellence, Reward and talent retention etc.) to ensure continuous improvement and drive strategy execution
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
• Effectively manage performance within the team in order to ensure business objectives are achieved
• Support the building of the team’s capability in order to ensure that the team is equipped to strategically partner with business and provide leading solutions.
• Encourage innovation, change agility and collaboration within the team
• Develop and monitor the regional budget
• Implement sound financial controls and monitor and manage expenditure relative to budget
• Take responsibility for the unlocking of operational efficiencies
• Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
• Implement risk management, governance and compliance policies in own practice area
• Manage governance and risk exposure liability.

Competencies Required

• Sense of urgency
• Analytical thinking
• Commercial thinking and business acumen
• Presentation and facilitation skills
• Influencing
• Planning and Organising
• Interpersonal Relationships

Experience And Qualifications

• Matric or equivalent
• Post Matric Qualification would be advantageous
• 6 – 8 years’ experience in the financial services industry
• 2 – 3 years people management experience

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