First Line Support Team Lead at Sanlam Group

About the Job

What will you do?

Purpose of the Role

• To enable the effective functioning of the Distribution Division by leading a team of Regional Administrators across distribution channels to ensure they are provided with 1st class administrative support and service including.
• To ensure operational efficiency and manage the execution of processes by a team of Administrators in line with policies, procedures and Service Level Agreements.
• To implement process changes to increase productivity, enhance client experience and achieve a low expense ratio.

Direct Reports

• This job incumbent will oversee a team consisting of 25-30 Administrators.

What will make you successful in this role?

Key Responsibilities

• Operational management and efficiency
  • Work with Manager to translate business objectives into short- and medium-term goals and targets in line with functional strategy.
  • Communicate targets and SLAs to team members and ensure an adequate understanding.
  • Implement and maintain processes, procedures and systems to ensure optimal operational effectiveness.
  • Plan, organise, lead and control the team to achieve functional objectives, and ensure SLAs are achieved.
  • Facilitate internal team communication, coordinate tasks and manage/plan Administrator capacity to ensure a smooth, continuous and timely service delivery.
  • Create, implement and maintain an effective communication framework between the team and other stakeholders to ensure effective information flow and workflow.
  • Continuously identify blockers to productivity (processes / policies / system challenges / etc.), and work with stakeholders to implement corrective action.
  • Address escalations of queries (either by clients or team members) in a timely manner.
  • Oversee and guide the adherence to all approved internal and external policies and procedures, as well as regulatory requirements. Establish an understanding of, and monitor the adherence to quality standards.
• Technical task management
  • Oversee and guide the execution of all key first line support administrative and service activities including:
  • Validation of Advisor onboarding
• Services & Facilities Management with Shared Services
  • Management of external service providers
  • Management of SLAs between support and distribution
  • MIS support to channels
  • Branch daily/Weekly/Monthly Reporting
  • Policy redetections reporting
  • Branch retentions support
  • Administrative support on all branch related activities
• Sales Support Admin (Statements/Reports)
  • Admin support on Moodle/Psiber
• Tracking and Monitoring compliance (Annual declarations, CPD, OHS)
• Reporting
  • Oversee accurate recording of data by team members.
  • Monitor and report on daily and weekly targets / SLAs.
  • Utilise dashboards / digital platforms and analytical tools to monitor performance data in the area. Identify trends and areas of development.
  • Collate and deliver timeous and accurate daily, weekly, monthly, quarterly and annual reporting to Management.
  • Ensure action is taken regarding any discrepancies and/or escalations.
  • Work with management and provide operational input to develop new reporting formats / dashboards.
• Continuous improvement
  • Identify opportunities for improvement relating to internal / team systems and processes and propose solutions to optimise efficiencies.
  • Provide operational insight and support ad hoc projects aimed at establishing and improving the area.
  • Standardise and align ways of work to minimise duplications and inefficiencies. 
• Team leadership
  • Support the Manager with recruitment of team members as required.
  • Responsible for the effective onboarding of new team members.
  • Performance manage the team through individual performance contracting and review, clearly communicating performance expectations and addressing performance issues.
  • Ensure that personal development plans are agreed to, contracted and discussed to ensure that the team members take ownership for their personal development; follow up on agreed action plans at agreed intervals.
  • Provide support, mentorship and coaching where required.
  • Identify training and knowledge gaps within the team. 

Qualifications

• Matric (Grade 12)
• Minimum 3 year Degree / National Diploma in Business Management or a related field. Knowledge and Experience

Knowledge:

• Understanding and application of digital platforms / operational performance measurement tools
• Operational management principles
• Team leadership principles
• Client engagement principles
• Relevant regulatory frameworks pertaining to an operational environment, like TCF, is essential.

Experience:

• Minimum of 5 Years experience in an operational environment within the financial services / insurance or retail industries (experience in the insurance industry would be advantageous).
• Proven experience in customer engagement and relationship management.
• Advanced report writing experience.
• Previous leadership experience is essential
• revious supervisory experience is advantageous
• Conditions of Employment
• Clear criminal and credit check
• Smart phone
• Own transportation 

Personal Attributes 

• Communicates effectively 
• Contributing independently Decision quality 
• Contributing independently Directs work 
• Contributing independently Plans and aligns 
• Contributing independently