Role Purpose\u00a0\u00a0 \u00a0<\/p>\n
\tResponsible for the planning, management and control of the administration department through operational execution of the client service strategy to ensure effective and consistent client experience.<\/p>\n
Requirements\u00a0\u00a0 \u00a0<\/p>\n
Experience And Qualifications<\/p>\n
\tMatric.
\n\tRelated qualifications\/Degree.
\n\t6-8 years’ experience in the financial services industry.<\/p>\n
Duties & Responsibilities\u00a0\u00a0 \u00a0<\/p>\n
\tEstablish productive operational relationships with key stakeholders in the various channels and administrative teams.
\n\tMonitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
\n\tManage a comprehensive client service function, ensuring timeous and accurate service delivery.
\n\tWorkflow management: Daily workflow management and effective resource planning. Problems identified & resolved. Service Level Agreements adherence and production statistics.
\n\tReporting: Deliver quality and meaningful reports on client service within agreed timeframes.
\n\tIdentify and report new trends in the market. Identification and reporting of system-related problems.
\n\tReview performance target in line with business objectives and realities to ensure optimal performance is maintained.
\n\tCustomer engagement\/retention: Engagement\/retention of clients within current portfolio.
\n\tExternal Customer Satisfaction: Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
\n\tInternal Collaboration: Effective and consistent service delivery and support to all internal clients.
\n\tDefine service practices which build rewarding relationships, encourage innovation, and allow others to provide exceptional client service.
\n\tDeliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
\n\tCreate a positive work climate and culture.
\n\tDemonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values.
\n\tEnable a learning and growth culture whereby information regarding successes, issues, trends, and ideas are actively shared between team members.
\n\tEffectively manage performance within the team in order to ensure business objectives are achieved.
\n\tEncourage innovation, change agility and collaboration within the team.
\n\tImplement sound financial controls and monitor and manage expenditure relative to budget.
\n\tTake responsibility for the unlocking of operational efficiencies.
\n\tImplement risk management, governance, and compliance policies in own practice area.
\n\tManage governance and risk exposure liability.<\/p>\n
Competencies\u00a0\u00a0 \u00a0<\/p>\n
\tBusiness acumen.
\n\tClient commitment.
\n\tDrive for results.
\n\tLeads change and innovation.
\n\tImpact and Influence.
\n\tSelf-awareness and insight.
\n\tDiversity and inclusiveness.<\/p>\n
Closing Date\u00a0\u00a0 \u00a0<\/p>\n
\t2026\/05\/21<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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