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
- Must have Employee Benefits experience
- Must have 3-5 years team management experience
- 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 targets 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.
- Use 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.
- Ensure sound decision-making principles are applied to all business enquiries.
