Administrator Team Leader at Discovery Limited

Job Description

• Assisting clients with queries and servicing requests on their Discovery products that were sold by Discovery Connect within the required SLA. Identifying sales opportunities.Answering inbound calls timeously and making required outbound calls
• Managing all queries (email & telephonic) through to resolution
• Co-ordination of own administration
• Identifying sales opportunities
• Maintaining accurate details and statistics of all queries (email, telephonic and discovery system driven queries)
• Identifying process improvements
• Implementing compliance policies and procedures
• Daily / weekly / monthly reporting

Key purpose

• To lead, manage and guide a team of administration consultants to reach required targets. To facilitate any necessary course of action to achieve this purpose.

Key Outputs

• The successful candidate will be expected , but not limited to perform the following key outputs: Leading and managing a team of 12-17 administrative consultants Performance Management including the setting of KPIs’ and the measurement thereof.
• Coaching and developing the team and identifying talent
• Inspire, motivate and support team.
• Ability to work independently and efficiently
• Ability to multi-task and meet allocated daily / weekly / monthly deadlines Drive staff to achieve required targets and maintain / improve set SLAs’.
• Assessment of consultants calls (Performing QA’s on sales and admin staff calls).
• Identify quality issues and take corrective steps by actioning quality trends.
• Conduct QAs’ on agents queries and identify areas of improvement and implement accordingly Dealing with elevated queries/problems. (email, telephonic and system driven queries) Implement processes and design Standard Operating Procedures
• Identify and implement process improvements
• Compile and distribute daily / weekly / monthly reports in the format required by management Ensuring continual communication between management and staff and all other stakeholders
• Relationaship building with all internal and external stakeholders to achieve objectives
• Adhere to and enforce internal policies (Discovery Group policies & Legislative policies) Assisting with interviews & Role plays. Availability to work overtime from time to time, which may include weekends.

Personal attributes and skills

• Competencies: Excellent verbal and numeric communication skills Quality driven People-focused Attention to detail Strong Interpersonal Skills Strong Leadership skills Problem solving skills Decision making skills
• Stress tolerance Creative and innovative Excellent time management skills aand ability to prioritise time to meet deadlines Organizational awareness Detail and process orientated Self motivated & optimistic Customer centric Solution orientated Ability to work independently and efficiently Team player Ability to work within a team and drive team culture

Qualification & Experience

• Grade 12 – essential
• 2 years Administrative Team Leader experience – essential
• Proficient in English – essential (writing, reading, speaking)
• Bi-lingual – advantage (writing, reading, speaking)
• Computer literate - MS Office, especially Excel – essential
• Regularory Exam and FAIS credits will be an advantage
• Wealth Management will be an advantage
• BCOMM or related degree will be an advantage