Admin Manager

SUMMARY:
Role Purpose The purpose of the role is to manage the operational execution of the New Installations and Benefit Improvement environment to ensure effective and consistent client service delivery.

POSITION INFO:

Responsibilities and work outputs

Manage Installations team to deliver obsessive service excellence • Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process. • Establish productive operational relationships with key stakeholders in the various channels and administrative teams. • Manage the implementation of operating procedures and quality service standards related to the applicable client service solution. • Monitor and evaluate operational processes for quality and effectiveness, in collaboration with senior management and technical resources within the team, making adjustments as required. • Manage a comprehensive installation and benefit improvement function, ensuring timeous and accurate service delivery. • Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure service level agreements are consistently maintained. • Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance are upheld through the installations and benefit improvement environment. • Deliver meaningful and relevant monthly reporting on the delivery of output, problems and trends to allowfor accurate action by administrators, sales consultants and other stakeholders. Speed and Quality of service delivery to allow for a Smart Client Experience • Provide authoritative, expertise and advice to the team, internal clients and stakeholders. • Contribute to the process of negotiating objectives 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 high-quality client service. • Adopt a culture of accountability for regional and cross-regional queue management to ensure full turn-around time of quality control items is maintained. • Understand the impact of efficient on-boarding of funds and changes through the benefit improvement process on the overall operational service output and client experience. • Take full accountability and responsibility for the management of service standards delivered to internal and external stakeholders. • Participate and contribute to a culture which builds rewarding relationships with both internal and external stakeholders, facilitates feedback and provides exceptionally high-quality client service. 

Experience and Qualifications

•Grade 12 or equivalent •Business related degree (advantageous) or a Diploma •5- 7 years'' client service experience in the financial services industry •Min of 5 years managerial experience

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