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Team Leader: Administration	18 May 2018 Web Ref : 361
Description 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   Specific Details Car Allowance : No 13th Cheque : No Medical Aid : No Performance Bonus : No Employment Type : Permanent Is AAEE Vacancy ? No Work Level : Skilled Location : Cape Town
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