Administration Manager: Installations

4 months ago

Centurion, South Africa Momentum Corporate Full time

**Introduction**Role Purpose**
- The purpose of the role is to manage the operational execution of the New Installations and Benefit Improvement environment to ensure effective and consistent client service delivery.**Requirements**:

- Grade 12 or equivalent
- Business related degree (advantageous) or a Diploma
- 5- 7 years' client service experience in the financial services industry
- Minimum of 5 years managerial experience

**Duties & Responsibilities**

**Manage Installations team to deliver obsessive service excellence**
- Contribute to the development of a Client Value Proposition (CVP) and client service strategies to ensure that operational considerations are incorporating into the development process.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
- Monitor and evaluate operational processes for quality and effectiveness, in collaboration with senior management and technical resources within the team, making adjustments as required.
- Manage a comprehensive installation and benefit improvement function, ensuring timeous and accurate service delivery.
- Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure service level agreements are consistently maintained.
- Deliver meaningful and relevant monthly reporting on the delivery of output, problems and trends to allow for accurate action by administrators, sales consultants and other stakeholders.

**Speed and Quality of service delivery to allow for a Smart Client Experience**
- Provide authoritative, expertise and advice to the team, internal clients and stakeholders.
- Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
- Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional high-quality client service.
- Adopt a culture of accountability for regional and cross-regional queue management to ensure full turn-around time of quality control items is maintained.
- Understand the impact of efficient on-boarding of funds and changes through the benefit improvement process on the overall operational service output and client experience.
- Take full accountability and responsibility for the management of service standards delivered to internal and external stakeholders.
- Participate and contribute to a culture which builds rewarding relationships with both internal and external stakeholders, facilitates feedback and provides exceptionally high-quality client service.

**Leadership**
- Create a positive work climate and MMH culture to increase employee engagement, minimise work disruption and maximise motivation and employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage service level agreement expectations.
- Effectively manage performance within the team to ensure business objectives are achieved at all times.
- Encourage innovation and an agile way of working and ensure the team's capabilities are built.
- Manage high risk and problematic financial issues in the area of accountability and contribute to the development of policy.
Manage budget and implement sound financial controls
- Take accountability to ensure minimum preventable expenses in the installations environment by ensuring speed and accuracy to avoid re-works and late processing penalties.
- Adopt a culture of excellence ensuring zero defects/errors in overall client experience through the delivery of high standard in the quality control process.
- Report and provide feedback on the effectiveness of a financial policy, practice and procedures preventing illegal, unethical or improper conduct.
- Implement risk management, governance and compliance policies in own area to identify and manage governance and risk exposure liability.
- Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings.

**Competencies**
- Business Acumen
- Client/Stakeholder Commitment
- Leads Change and Innovation
- Motivating and Inspiring Team
- Strategic Thinking
- Collaboration
- Impact and Influence
- Diversity and Inclusiveness
- Growing Talent

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