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.
- This job incumbent will oversee a team consisting of 25-30 Administrators.
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.
- Matric (Grade 12)
- Minimum 3 year Degree / National Diploma in Business Management or a related field.
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.
- 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
- Clear criminal and credit check
- Smart phone
- Own transportation
Communicates effectively - Contributing independently
Decision quality - Contributing independently
Directs work - Contributing independently
Plans and aligns - Contributing independently
Build a successful career with us
Were all about building strong, lasting relationships with our employees. We know that you have hopes for your future your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
