Administration Manager - Employee Benefits

SUMMARY:
Administration Manager with experience in Employee Benefits needed for the planning, management, and control of the administration department through operational execution to ensure effective and consistent client experience.

POSITION INFO:

ROLE PURPOSE

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 

• 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 in order 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 REQUIRED

• Business acumen

• Client commitment

• Drive for results

• Leads change and innovation

• Collaboration

• Impact and Influence

• Self -awareness and insight

• Diversity and inclusiveness

EXPERIENCE AND QUALIFICATIONS

• Matric

• Related qualifications/Degree

• 6-8 years'''' experience in the financial services industry

• At least 4 years managing a team ( i.e. coaching/mentoring, dealing with issues pertaining to performance management, IR, conflict management etc.)

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