Administration Manager - Cape Town at Momentum Metropolitan Holdings Limited

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.

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 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, trend 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
• Collaboration
• Impact and Influence
• Self -awareness and insight
• Diversity and inclusiveness