Team Leader - Administration - Cape Town City Centre
trackingtalent
Main duties and responsibilities: ü Oversee the day to day operations, ensuring that the team adheres to Service Level Agreements. ü Ensuring that the team performs according to contracted performance areas to ensure the highest level of client services. ü Develop a competent team to deliver a great client experience ü Set and assess standards for each role in the team and the team as a whole ü Continuously assess people, processes and systems to identify areas for improvement ü Initiate change to improve quality, service and client experience ü Document progress and development of staff against agreed standards with input from Skills Coach and other parties ü Identify individual developmental needs, provide constructive feedback and implement relevant development plans ü Manage relationship with outsourced administrators’ and other stakeholders : Business development, legal and compliance, contact centre ü Work collaboratively with other Team Leaders to achieve business results ü Provide technical support to team members ü products, legislation, processes etc. ü Effectively and efficiently manage and resolve escalations ü Manage quality and productivity continuously ü Provide management reports as required including quality, productivity, challenges and initiatives ü Pro-actively identify operational risk Experience and competencies: ü 3 – 5 years’ experience within the financial services / LISP / Asset Management industry ü Minimum 3 years proven people management experience ü 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 ü Fluent verbal, written and presentation skills in English and preferably an additional language ü Proven ability to affect change and improve effectiveness through analysis, innovation, people buy-in and leadership by example Ideal qualifications: ü Minimum of Grade 12 ü Relevant tertiary qualification or equivalent is preferable ü Successful completion of RE 5 ü Systems knowledge: ü Proficient in MS Office, with intermediate MS Excel reporting skills ü Sales Logix or another comparable CRM application is an advantage
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