Operations Manager at Alexander Forbes

Purpose of the Job:

• To assume the role of effective and efficient management of all project related activities, processes and systems and thereby ensure the smooth running of portfolios. To manage the delivery of high quality services to clients, to build effective relationships with internal clients and to promote a culture of high performance, innovation, ambition and continuous improvement within Operations

Overview

:Education

• Matric – Essential
• Relevant Degree (NQF Level 6 Qualification) and advantage
• Post Graduate Management and Commercial Qualification at an NQF level 7 or Higher an advantage

Experience

• At least 5 years demonstrating an ability to identify opportunities at clients, build strong internal and external relationships and a track record of converting ideas into implemented processes
• Project management experience is an advantage
• Payroll experience is an advantage

Key responsibilities

Budgets and targets

• Targeting projects and opportunities where billing opportunities exist

Financial Management

• Drive operational efficiency to manage costs

Decision Making and planning

• Ability to work under pressure (high stress tolerance);
• Proactive / take initiative;
• Ability to manage and operate an effective diary system;
• Ability to plan, organize, prioritize, control and manage a team of people
• Deadline driven, with the utmost of accuracy (attention to detail) and compliance;
• Must be able to follow and to solve problems or make decisions by referring to Manuals, Company policies and procedures, external/ internal resources, Legislature and general practices within statutory Funds;
• Micro and Macro – planning for short and medium-term business needs.

Stakeholder relationship

• Build and maintain exceptional internal and external client relationships.
• Establish strong, trust-based relationships with internal clients, external clients and other teams within AF.
• Drive customer loyalty and retention through excellence in customer service support as well as a detailed understanding of the client (retirement fund) and all aspects of the client and the market the client operates in.
• Demonstrate the ability to assimilate all sources of information on the client and generate a cohesive and comprehensive plan that will mutually benefit the client and AF in line with TCF.
• Work collaboratively with other departments to coordinate client interactions and resolutions to their needs.
• Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met
• Develop and maintain excellent business relations with new clients
• Network and develop relationships and trust among clients to support new business growth
• Ensuring that the TCF values are top of mind in all dealing with internal and external clients

Customer experience, TCF

• Manage customer experience at all touch points
• Implement the 6 TCF ways in daily operations

People Management

• Provide / enable staffs training needs to be met
• Establish PDP’s with each employee
• Conduct monthly performance discussions and weekly coaching sessions.
• Identify development needs for all employees.
• Assist in establishing and maintaining accurate procedures and processes;
• Support direct reports with development to perform key deliverables
• Build motivation within the team
• Impact on Employee engagement
• Drive operational excellence within the team
• Sound knowledge of conflict resolution and impacting within the team
• Sound knowledge of the internal disciplinary code and grievance policy.

Systems and reporting

• Ensure all reporting is delivered as per agreed timeline
• Monitor systems and manage up time

Competencies

Business understanding

• Sound knowledge of industry relevant regulations including FSB and SARS directives and other legislation
• Ability to analyse the target market with reference to financials, media and internal information and co- ordinate the client experience to maximize Alexander Forbes’ group wide product offering that is mutually beneficial to us and the customer and client and embodies the principles of TCF.
• Demonstrate a track record of building internal and external relationships.

Leadership competencies

• Commercial acumen
• Strategic orientation
• Impactful leadership
• Driving change
• Purposeful collaboration
• Growing capability
• Strategic competencies

Execution Excellence

• Delivery
• Operational Excellence
• Accountability

Customer Connection

• Building Relationships

People Priority

• Collaboration Culture
• Managing Performance
• Developing Talent