Retirement Fund Administration Manager
2 days ago
**Introduction**
**Role Purpose**
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**:
- 6 - 8 years experience in the financial services industry
- 2 - 3 years people management experience
- Retirement Fund industry experience
- Grade 12 or equivalent qualification
- Related qualifications/Degree
**Duties & Responsibilities**
- 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. Problems identified & resolved. Service Level Agreements adherence and production statistics.
- Reporting: Deliver quality and meaningful reports on client service within agreed timeframes. Identify and report new trends in the market. Identification and reporting of system related problems.
- Review performance target in line with business objectives and realities 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.
- Define 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 behaviour, through personal involvement, commitment and dedication in support of organisational 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 in order to ensure business objectives are achieved.
- Encourage innovation, change agility and collaboration within the team.
- Implement sound financial controls and 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.
**Competencies**
- Interpreting Data: Interprets data rationally by quantifying issues applies technology as a means to evaluating data evaluates information objectively.
- Making Decisions: Is determined and decides on actions willingly assumes responsibility is definitive and stands by own decisions.
- Directing People: Is comfortable leading people coordinates and directs groups seeks to control things.
- Resolving Conflict: Is comfortable calming upset people handles angry individuals well is focused on resolving conflict and arguments.
- Embracing Change: Copes with change and variety tolerates uncertainty and ambiguity adapts to new challenges.
- Understanding People: Shows empathy and compassion attends and listens to people is attentive and understands the motivation in others.
- Meeting Timescales: Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks.
- Taking Action: Takes action to make things happen uses initiative to start things up shows drive and invests personal energy.
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