Administration Manager at Momentum Metropolitan Holdings Limited

Role Purpose    

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

Requirements    

• Grade 12 or equivalent qualification
• Relevant degree
• 6 - 8 years experience in the Employee Benefits industry 
• 2 - 3 years people management experience 

Duties & Responsibilities    

• 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.
• Workflow management: Daily workflow management and effective resource planning. Problems identified & resolved. Service Level Agreements adherence and production statistics.
• Implement and monitor the application of good governance principles, Treat Customers Fairly (TCF) principles and legislative compliance within the client services environment.
• 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.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• 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.
• Effectively manage performance within the team in order to ensure business objectives are achieved

Competencies    
BUSINESS ACUMEN 

• Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group. 

CLIENT COMMITMENT 

• Anticipates, meets and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures exceptional client experience. 

DRIVE FOR RESULTS 

• Drive a sense of urgency, focus, accountability, agility and execution to deliver business results. 

LEADS CHANGE AND INNOVATION 

• Actively leads change, does what is right for the business and drives continuous improvement through innovation. 

COLLABORATION 

• Prioritises the business interests of MMI and invests in the success of the group by aligning effort across divisions. 

IMPACT AND INFLUENCE 

• Persuades, convinces, influences and inspires others, both within MMI and externally to win support, loyalty and gain commitment to the purpose of MMI. 

SELF-AWARENESS AND INSIGHT 

• Manages self and relationships with others effectively and provides perspective in difficult situations. 

DIVERSITY AND INCLUSIVENESS 

• Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.