Back Office Consultant (3 Month Temp Contract) at Momentum

Role Purpose

• The Administration Consultant will be responsible for implementing processes, procedures, and measurements for Back Office Administrators to effectively partner with the sales and portfolio teams to ensure a smooth client experience.

Requirements

• Grade 12 or equivalent
• Business or Industry related qualification (preferrable)
• Extensive knowledge of relevant business products, processes, systems, and procedures
• Extensive knowledge of relevant regulatory and compliance requirements
• 1-3 years’ experience within a managerial role or similar

Duties & Responsibilities

Managing the day-to-day activities of your team

• Manage and guide the team with the resolution and delivery of client product applications, onboarding and adhoc client requests, queries, escalations, documentation and provide feedback in accordance with Service Level Agreement and legislative and compliance requirements.
• Manage, monitor, and control the team's delivery on Service Level Agreements made with clients.
• Manage, monitor, and control the team’s execution of client requests, concerns, and queries.
• Act as an escalation point to the team in addressing and resolving client queries.
• Ensure team’s adherence to correct procedure and protocol when following up on and attending to queries.
• Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the team.
• Identify and report process and system failures and enhancements to improve client experience.
• Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.

Creating an excellent client experience

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders, which include but not limit to client relationship consultants, advice hub and product houses.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

Enabling a high performing team

• Effectively manage a team to deliver quality service to clients.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.

Identify and manage the risks and costs related to your scope of control.

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

• Interacting with People
• Establishing Rapport
• Making Decisions
• Directing People
• Showing Composure
• Resolving Conflict
• Understanding People
• Interdepartmental and inter-team collaboration