Administration Manager

SUMMARY:
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.

POSITION INFO:

RESPONSIBILITIES AND WORK OUTPUTS 

• 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. Identify and resolve problems related to workflow.
• Ensure adherence to Service Level Agreements and report on production statistics.
• Reporting: Deliver quality and meaningful reports on client service within agreed timeframes. Identify and report new trends in the market. Identify and report system related problems.
• Review performance target in line with business objectives and realities in order 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.
• Employ 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 behavior, through personal involvement, commitment and dedication in support of organizational 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 to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Implement sound financial controls as well as 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

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