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Administration Manager: Quality Control

4 months ago

Cape Town, Western Cape, Saudi Arabia Momentum Full time

Requirements

  • Grade 12
  • Business related degree preferred or recognition of prior learning
  • 5 - 7 years' client service experience in the financial services industry
  • Minimum 5 years managerial experience

Duties & Responsibilities

  • Responsibilities and work outputs
  • Manage quality control team to deliver obsessive service excellence.
  • Contribute to the development of a Client Value Proposition CVP and client service strategies to ensure that operational considerations are incorporating into the development process.
  • Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
  • Manage the implementation of operating procedures and quality service standards related to the applicable client service solution.
  • Monitor and evaluate operational processes for quality and effectiveness in collaboration with regional operational managers making adjustments as required.
  • Manage a comprehensive quality control function, ensuring timeous and accurate service delivery.
  • Monitor queues and backlogs and make adjustments according to service delivery requirements to ensure same-day turn around and service level agreements are consistently maintain.
  • Implement and monitor the application of good governance principles, Treat Customers Fairly TCF principles and legislative compliance are upheld through the quality control environment.
  • Deliver meaningful and relevant monthly reporting on regional quality control issues and trends to allow for accurate action by operational teams for relevant HR actions, up-skilling and development of operational service consultants.
  • Speed and Quality of service delivery to allow client obsession centric service
  • Contribute to the process of negotiating objectives and realistic service level agreements, monitor appropriateness and recommend adjustments.
  • Adopt a culture of accountability for regional and cross regional queue management to ensure full turn-around time of quality control items is maintained.
  • Take full accountability and responsibility for regional management of service standards delivered tointernal and external stakeholders.
  • Execute effective workforce planning practices to ensure that staffing requirements are accurately forecasted to effectively manage same-day turn-around and service level agreement expectations.
  • Effectively manage performance within the team in order to ensure business objectives are achieved at all times.
  • Adopt a culture of teamwork and high performance culture by boosting cross regional quality control assistance ensuring overall regional turn-around times and service level agreements are maintained together with high quality output from all quality control teams.
  • Manage budget and implement sound financial controls.
  • Manage high risk and problematic financial issues in area of accountability and contribute to the development of policy.
  • Take accountability to ensure quality controllers check and verify operational processes and client interactions timeously and accurately to avoid re-works and late processing penalties.
  • Report and provide feedback on the effectiveness of financial policy, practice and procedures preventing illegal, unethical or improper conduct.
  • Investigate reported wilful acts of non-compliance to organisation policy and practice and report on findings Competencies.

Competencies

  • Business Acumen
  • Client/Stakeholder Commitment
  • Drive for Results
  • Leads Change and Innovation
  • Motivating and Inspiring Team
  • Strategic Thinking
  • Collaboration
  • Impact and Influence
  • Self-Awareness and Insight
  • Diversity and Inclusiveness
  • Growing Talent