To enable the effective functioning of the Distribution Division by leading a team of Regional Administrators across distribution channels to ensure they are provided with 1st class administrative support and service including.
To ensure operational efficiency and manage the execution of processes by a team of Administrators in line with policies, procedures and Service Level Agreements.
To implement process changes to increase productivity, enhance client experience and achieve a low expense ratio.
DIRECT REPORTS
This job incumbent will oversee a team consisting of 25-30 Administrators.
What will make you successful in this role?
KEY RESPONSIBILITIES 1.Operational management and efficiency
Work with Manager to translate business objectives into short- and medium-term goals and targets in line with functional strategy.
Communicate targets and SLAs to team members and ensure an adequate understanding.
Implement and maintain processes, procedures and systems to ensure optimal operational effectiveness.
Plan, organise, lead and control the team to achieve functional objectives, and ensure SLAs are achieved.
Facilitate internal team communication, coordinate tasks and manage/plan Administrator capacity to ensure a smooth, continuous and timely service delivery.
Create, implement and maintain an effective communication framework between the team and other stakeholders to ensure effective information flow and workflow.
Continuously identify blockers to productivity (processes / policies / system challenges / etc.), and work with stakeholders to implement corrective action.
Address escalations of queries (either by clients or team members) in a timely manner.
Oversee and guide the adherence to all approved internal and external policies and procedures, as well as regulatory requirements. Establish an understanding of, and monitor the adherence to quality standards.
2.Technical task management
Oversee and guide the execution of all key first line support administrative and service activities including:
Validation of Advisor onboarding
Services & Facilities Management with Shared Services
Management of external service providers
Management of SLAs between support and distribution
MIS support to channels
Branch daily/Weekly/Monthly Reporting
Policy redetections reporting
Branch retentions support
Administrative support on all branch related activities
Sales Support Admin (Statements/Reports)
Admin support on Moodle/Psiber
Tracking and Monitoring compliance (Annual declarations, CPD, OHS)
3. Reporting
Oversee accurate recording of data by team members.
Monitor and report on daily and weekly targets / SLAs.
Utilise dashboards / digital platforms and analytical tools to monitor performance data in the area. Identify trends and areas of development.
Collate and deliver timeous and accurate daily, weekly, monthly, quarterly and annual reporting to Management.
Ensure action is taken regarding any discrepancies and/or escalations.
Work with management and provide operational input to develop new reporting formats / dashboards.
4. Continuous improvement
Identify opportunities for improvement relating to internal / team systems and processes and propose solutions to optimise efficiencies.
Provide operational insight and support ad hoc projects aimed at establishing and improving the area.
Standardise and align ways of work to minimise duplications and inefficiencies.
5. Team leadership
Support the Manager with recruitment of team members as required.
Responsible for the effective onboarding of new team members.
Performance manage the team through individual performance contracting and review, clearly communicating performance expectations and addressing performance issues.
Ensure that personal development plans are agreed to, contracted and discussed to ensure that the team members take ownership for their personal development; follow up on agreed action plans at agreed intervals.
Provide support, mentorship and coaching where required.
Identify training and knowledge gaps within the team.
Qualifications
Matric (Grade 12)
Minimum 3 year Degree / National Diploma in Business Management or a related field.
Knowledge and Experience
Knowledge:
Understanding and application of digital platforms / operational performance measurement tools
Operational management principles
Team leadership principles
Client engagement principles
Relevant regulatory frameworks pertaining to an operational environment, like TCF, is essential.
Experience:
Minimum of 5 Years experience in an operational environment within the financial services / insurance or retail industries (experience in the insurance industry would be advantageous).
Proven experience in customer engagement and relationship management.
We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.