Senior Administration Specialist at Old Mutual

Makes sure there are effective customer communication processes in place

•          Draft communication across the value chain
•          Maintains the customer governance communication document
•          Drive sign off of communication templates
•          Builds and maintain stakeholder relationships (internal and external)
•          Drives and maintains communication in accordance with new legislation
•          Has an understanding of the enterprise in order to develop more effective communication
•          Researches and develops new communication channels
•          Creates communication opportunities
•          Provides management information and executes action when required
•          Manages and ensures all month end deadlines and SLA requirements are met.      
•          Responsible for identifying gaps and documenting of communication processes
•         Identify enhancements required to improve Customer Experience, operational effectiveness and process automation.  
•     Manages daily communication queries/ complaints and communication with third parties.
•     Extracts and collates statistical information
•     Advises on system enhancements and testing
•     Coaches specialist staff (if required)
•     Could act as an expert resource on major projects
•     Functions as a subject matter expert in a specific field of administration / product / process
•     Often acts as a consultant w.r.t decision making of operational and or tactical importance
•     Often acts as a point of escalation for matters with higher level of complexity than those handled by Administration Specialists

Quality Assurance

•     Adheres to service and quality standards
•     Performs quality checks on own work

Reporting

•     Provides management information

Requirements:

•         National Diploma/Degree in Communications &
•         2-3 years relevant experience

Competencies:

•     Decision making
•     Gaining commitment
•     Information monitoring
•     Initiate action
•     Ownership
•     Technical Knowledge