Team Leader Administration - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 03-05-2018 6:50:02 AM
28-06-2018 6:50:02 AM
Overview:

Ensure exceptional client and adviser experience through efficient, effective and personalised servicing. Building a high performing team who are focused on making it easy to do business with us (within the rules) with a focus on continuous improvement of people, processes and systems to deliver a great client experience and continuously improving our service offering.

Key Duties:

• Oversee the day to day operations, ensuring that the team adheres to Service Level Agreements.
• Ensuring that the team performs according to contracted performance areas to ensure the highest level of client services.
• Develop a competent team to deliver a great client experience
• Set and assess standards for each role in the team and the team as a whole
• Continuously assess people, processes and systems to identify areas for improvement
• Initiate change to improve quality, service and client experience
• Document progress and development of staff against agreed standards with input from Skills Coach and other parties
• Identify individual developmental needs, provide constructive feedback and implement relevant development plans
• Manage relationship with outsourced administrators’ and other stakeholders : Business development, legal and compliance, contact centre
• Work collaboratively with other Team Leaders to achieve business results
• Provide technical support to team members Manage change regarding new products, legislation, processes etc.
• Effectively and efficiently manage and resolve escalations
• Manage quality and productivity continuously
• Provide management reports as required including quality, productivity, challenges and initiatives
• Pro-actively identify operational risk

Work Experience:

• 3 – 5 years’ experience within the financial services / LISP / Asset Management industry
• Minimum 3 years proven people management experience
• Knowledge of Investment Platform industry with understanding of all applicable regulations : FICA, FAIS, FSB sub category licensing, TCF, Section 14, Section 37C and other relevant legislation frameworks
• Fluent verbal, written and presentation skills in English and preferably an additional language
• Proven ability to affect change and improve effectiveness through analysis, innovation, people buy-in and leadership by example

Qualification:

• Minimum of Grade 12
• Relevant tertiary qualification or equivalent is preferable
• Successful completion of RE5

Competencies:

• Technical knowledge
• Communication skills
• Attention to detail
• Decision making
• Client centricity
• Coordination and planning
• Results driven
• Business acumen
• Building & maintaining relationships
• Resilience
• Leadership skills

System Knowledge:

• Proficient in MS Office, with intermediate MS Excel reporting skills
• Sales Logix or another comparable CRM application is an advantage

Key success measurement:

Lead team to achieve success through improved proficiency in delivery of tasks and excellent client experience. Empower team with knowledge; learning and effective performance management. Create an environment to energize and motivate team to work co-operatively and competitively with others to achieve a common work-related goal