Category: Ops & Admin - OF6310
Posted by: Alexander Forbes
Posted on: 23 Oct 2024
Closing date: 30 Oct 2024
Location: Sandton
Purpose Of The Job
To manage all operational activities, processes, and systems effectively and efficiently. To ensure the smooth running of daily business processing within the AF Investment operations aria. To manage the delivery of high-quality services to clients, building effective relationships with internal clients and to promote a culture of high performance, innovation, ambition, and continuous improvement within Operations. The successful incumbent will be responsible for coaching, mentoring and management of a team of specialized administration functions. These functions include, but are not limited to, daily business operation, client query escalations, investment policy changes and endorsements, setting up of portfolio, managing client fees, automation and enhancement of systems, client onboarding and exits. The successful incumbent will report to the Head of Services in the Operations and Administration area
Overview
Education
- Matric Essential
- Bachelors Degree (3 years - 360 credits): Business management Advantageous
- Diploma: Business/Financial services related Essential
- Investment Operations Experience Executing and managing 5 to 7 years
- Employee Benefits Experience Executing and managing 3 to 5 years Key performance areas
- Managing of all daily business aspects within client admin
- Ensuring all instructions are processed by the team and sign off final business for the day on all LOBs.
- Assisting the team with complex queries and problems
- Managing and assisting the team across 4 LOB systems.
- Ensuring pricing is sent out within timelines and manage client expectations if there are any delays.
- Ensure all finance reporting is sent out timeously
- Liaise with various teams within the department regarding pre trades and large cashflows.
- Work closely with fee committee to ensure all client fee changes are implemented on LOB
- Managing the Fullvest and Navigator process and adjustments where required.
- Send all pre trades, exits and large switches to trading monthly for month end. Reporting and year-end
- Reporting on monthly admin stats to OPCO
- Raising of monthly fee invoices for client fees
- Provide Finance with various monthly reporting.
- Endorsements and Policy documents
- Manage the process of issuing Policy endorsements, this includes:
- Issuing instructions to Legal team to include new portfolios with specific T&Cs
- Update any agreed fee changes.
- Ensuring AFI has issued a contract which correctly reflects the T&Cs, investment structures and fees payable. This is to ensure that in the event of a legal challenge we can rely upon our Policy.
- Check endorsements once they have been drafted for final sign off.
- Ensuring outstanding signed endorsements are followed up with.
- Maintaining endorsement master sheet for report backs and monitoring People management
- Manage staff of approximately 4 people.
- Develop a high performing team by embedding formal performance development and informal coaching.
- Encourage frequent knowledge sharing between team members.
- When required, initiate disciplinary processes for team members calling on support from Human Resources and/or Supervisor / Manager / Branch Manager
- Resolve grievances raised by team members and escalate only if required.
- Measure performance and address poor performance of any team member through the formal Performance Improvement program and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognized.
- Mentor and coach, the Team/ resources that are assigned to this portfolio.
- Agree and contract Performance Development plans with the assigned team member resources, performing counselling sessions when required and the bi-annual performance reviews
- Implement regular 1-on-1 individual sessions with assigned resources to ensure compliance with the Team to meet deliverable deadlines and perform quality assurance review on the individual deliverables
- Implement regular team meetings to disseminate communications Adhoc
- Updating processes and procedure in line with standardization, impact, efficiencies.
- Strict adherence to 24-hour turnaround time in responding to emails
- Flag all mails and distribute Mailbox to the team (where applicable)
- Month end reports for risk and compliance and/or clients
- Check all reports prepared prior to submission to internal and external parties
- Prepare statistics in terms of team functions to risk and compliance
- Resolve all escalation queries Ensure accuracy of the following Fund administration (where applicable) job role specific
- Weekly, Monthly, Annual, Bi-Annual, Quarterly reporting across all admin processes and systems Monthly checks and balances across all admin processes and systems
- Stats consolidation- ascertain service level standards that have not been met. Address any concerns and/ or delays
- To check and act upon all risk reports (where applicable)
- Clear Emails and queries in line with service standards
- From time to time, you may be required to perform other related duties and functions that may be reasonably expected of you given your position and the operational requirements of the Company. Audits
- Assist Auditors with information required when they conduct audits.
- Ensure no repeat findings within the business Provide technical training for senior administrators and administrators
- Design and development of training material - facilitators guide; learner guide as per expected standard Stakeholder relationship
- Establish strong, trust-based relationships with internal clients, external clients, and other teams within AF.
- Drive customer loyalty and retention through excellence in customer service support as well as a detailed understanding of the client and all aspects of the client and the market the client operates in.
- Demonstrate the ability to assimilate all sources of information on the client and generate a cohesive and comprehensive plan that will mutually benefit the client and AF in line with TCF.
- Work collaboratively with other departments to coordinate client interactions and resolutions to their needs.
- Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met
- Develop and maintain excellent business relations with new clients
- Network and develop relationships and trust among clients to support new business growth
- Ensuring that the TCF values are top of mind in all dealing with internal and external clients Customer experience, TCF
- Manage customer experience at all touch points.
- Implement the 6 TCF ways in daily operations System development and enhancement
- Ensure all development done for LOB is tested before signing off for deployment
- Work closely with the development team to ensure that enhancements are implemented. Operational & Financial success
- Minimize expenses in line with Branch standards and limits
- Eliminating PI Claims Quality Assurance
- Ensuring the SLA/SLS are being adhered to by staff
- Ensuring the output produced by staff are of the highest quality
- Living the zero-error culture and impacting on the elimination of E&Os Competencies
- Accountability and Dependability
- Attention to detail
- Planning and organising
- Effective prioritisation
- Customer focus
- Accuracy
- Effectively communication to target audience.
- Effective communication
- Interpersonal skills
- Collaboration and partnering
- Ethical behavior/honest/transparency of values
- Strong communicator
- Excellent attitude, a willingness to assist and teach other peers. Core competencies
- Taking initiative
- Learning agility
- Teamwork
- Build emotional connection to Alexforbes brand
- Humility and ability to admit to mistakes
- Self-management (planning, prioritising and time management)
- Change management
