• To manage, organise, control and plan the activities of the Estates Department

Key Responsibilities
• Managed financial targets (35%)
o Prepare an annual action plan in support of the roll-out budget to achieve the business strategy aligned to the estates strategy and ensure implementation of the action plan across a team of estates
o Prepare and execute a marketing plan in support of the business strategy across a team of estates
o Measure delivery and performance against the annual budget and take action where necessary
o Distribute the budget against the team based on the portfolio and track and monitor their delivery against targets
o Implement plans and projections in order to achieve budget
o Closely monitor and address short comings with individuals by identifying reasons for short comings, providing the necessary assistance and taking further action where required
o Monitor and manage office errors to keep them within an acceptable level and monitoring cost impact
Performance Indicators
? Constantly met all financial targets
? Quality and turnaround standards achieved for all processes, standards, systems, services and assets
? Delivered project targets cost effectively
? Self and team improved efficiency and productivity month on month
• Managed service delivery to clients (30%)
o Manage and monitor the deadwood in the team by ensuring the deadwood is under target, create plans to address deadwood if it is above the target to get it under target
o Monitor estates to ensure they are closed within the target period
o Monitor action targets for estates to ensure agreed actions are completed, if they are not achieved address why
o Manage the complaints and compliments register by tracking and monitoring complaints and addressing service delivery issues as and when required
o Manage the overdue liquidation and distribution accounts by tracking and monitoring against the agreed target for each estate officer, address estates over target with individuals and create an action plan and /or address non performance
Performance Indicators
? Met all agreed client service and satisfaction objectives
? Fully understood client needs and delivered services to requirements
? Trusting working relationships built with subordinates, manager, peers and other departments to deliver results
• Created new business as a result of cross-selling and collaboration (5%)
o Build and maintain relationships across intermediaries to source agency estates Contact heirs of estates to determine need and offer wills facility
Performance Indicators
? Sound relationships developed and maintained with suppliers and other stakeholders
• Managed Self and Team (5%)
o Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required
o Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken in order to improve performance
o Tailor development needs as identified to ensure that business unit stays abreast in field of expertise and deliver on the expectations from stakeholders
o Create environment of teamwork by engaging with staff formally and informally, keeping staff informed and encouraging participation in decision making processes to motivate staff to perform and contribute to the success of the business
o Build capability of self and staff by identifying current and future training and development needs and by recruiting and managing talent to ensure an environment for optimal performance is created
o Identify talent pool through conducting career conversations and utilising the talent grid principles and develop talent retention programmes (e.g.. rotation) to maintain a capable high performing team
o Ensure self and staff understand and embrace the Company’s Vision and Values by leading by example and re-enforcing values during meetings to achieve goals and objectives.
o Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list, resulting in a pleasant experience on the first day
Performance Indicators
? Self and team lived the Company’s values
? Positive teamwork environment contributed to more effective results
? All employees had a clear vision, measurable goals and objectives and understood how their performance was viewed, recognised and rewarded
? Self and team members had required skill, professional/ technical expertise
? Team was engaged and motivated in achieving better performance than the previous review period
• Managed Transformation and Innovation (5%)
o Manage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required
o Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken in order to improve performance
o Tailor development needs as identified to ensure that business unit stays abreast in field of expertise and deliver on the expectations from stakeholders
o Create environment of teamwork by engaging with staff formally and informally, keeping staff informed and encouraging participation in decision making processes to motivate staff to perform and contribute to the success of the business
o Build capability of self and staff by identifying current and future training and development needs and by recruiting and managing talent to ensure an environment for optimal performance is created
o Identify talent pool through conducting career conversations and utilising the talent grid principles and develop talent retention programmes (e.g.. rotation) to maintain a capable high performing team
o Ensure self and staff understand and embrace the Company’s Vision and Values by leading by example and re-enforcing values during meetings to achieve goals and objectives
o Manage the on boarding process of new employees by ensuring execution of preparations according to the on-boarding check-list, resulting in a pleasant experience on the first day
Performance Indicators
? Self and Team built a differentiated culture - improved year on year
Met BEE and Charter targets as related to own team
? Actively participated with team in corporate citizen initiatives
? Encouraged innovation, listened and acted upon ideas from team and provided technical / expert contribution
? Consistently supported the implementation of business optimisation improvement through team engagement

Essential Qualifications
• Law Degree or applicable B Com Degree or Association of Trust Companies CAIB
• Certificate in Financial Planning (CFP)
• Association of Trust companies

Key Competencies
• Estates Administration (Advanced)
• Trust Administration (Advanced)
• Strategic planning (Intermediate)
• Budgeting (Intermediate)
• Financial accounting principles (Intermediate)
• Performance management and evaluation methods (Advanced)
• The Company’s leadership pipelines, performance standards and performance scorecards (Advanced)
• The Company’s vision and strategy (Advanced)
• The Company’s culture and values (Advanced)
• The Company’s policies and procedures (Advanced)
• Business administration and management (Intermediate)
• Business principles (Intermediate)
• Business terms and definitions (Intermediate)
• Communication Strategies (Intermediate)
• Staff resource planning (Intermediate)
• Operations planning (Intermediate)
• Employee training/development (Advanced)
• Diversity management (Advanced)
• The Company’s Human Resources policies and practices (Advanced)
• The Company’s systems (Advanced)
• Relevant company product knowledge (Advanced)
• Relevant regulatory knowledge (Basic)
• Governance, Risk and Controls (Intermediate)
• The Company’s coaching framework including coaching for growth (Advanced)
• Change management (Intermediate)
• Principles of project management (Intermediate)
• Business writing skills (Intermediate)
• Management information and reporting principles, tools and mechanisms (Intermediate)
• Service level agreements (Basic)
• Consumer behaviour (Basic)
• Client service management (Advanced)
• Client service principles (Advanced)
• Organisational systems (Basic)

Minimum Experience
• 5 - 10 years relative experience
• Trust companies (Banking); Law firm with Estates exposure
• Managing a team of people
• Creating a business plan
• Implementing a strategic plan
• Measuring client satisfaction
• Working with clients to solve client problems
• Investigating and reviewing processes to improve client satisfaction
• Coaching and mentoring others
• Providing constructive feedback to employees
• Communicating job requirements and performance standards to others
• Conducting performance feedback meetings
• Checking performance data to measure employee performance
• Conducting performance appraisal interviews
• Enforcing disciplinary actions against employees
• Assuming a key leadership role
• Recruiting and staffing
• Managing business risks

Compliance/Legislative requirements
• Estates Act and Wills Act

Employment Equity
• Preference will be given to applicants of designated groups