Administration Manager

3 weeks ago

Centurion, South Africa Momentum Corporate Full time

**Introduction**

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses.

**Role Purpose**

Responsible for the planning, management and leading our call center team to obtain a better and improve service quality.

The call center Administration Manager will assist in establishing call center objectives, provide administrators with opportunities to expand their knowledge of service, products and analyze call center data and focus on improving performance and processes in an effort to provide a one stop excellent service to our clients in terms of our client service strategy.

**Requirements**:

- Matric or equivalent
- 6 - 8 years' experience in the financial services industry
- 2 - 3 years people management experience in an inbound Call Center environment

**Duties & Responsibilities**

**INTERNAL PROCESS**
- Identify and fix process inefficiencies.
- Identify system inefficiencies and drive the resolution process with other internal stakeholders.
- Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
- Manage the implementation of standard/customised operating procedures, quality and service standards related to the applicable client service solution.
- 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.
- Analysis data to identify trends, improve processes and allocate resources effectively.
- Review performance target in line with business objectives and realities to ensure optimal performance is maintained.

**CLIENT**
- 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.
- Contribute to the process of negotiating objective 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 client service.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

**PEOPLE**
- Create a positive work climate and culture.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
- Select and recruit suitably qualified talent in line with Employment Equity principles and MMI values.
- Advise on and support all people practices (e.g. Workforce Planning, Talent Acquisition and Management, Performance excellence, Reward and talent retention etc) to ensure continuous improvement and drive strategy execution.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted
- Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
- Effectively manage performance within the team inoptainorder to ensure business objectives are achieved
- Encourage innovation, change agility and collaboration within the team
- Support the building of the team’s capability in order to ensure that the team is equipped to strategically partner with business and provide leading solutions.

**FINANCE**
- Develop and monitor t

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