Senior Administration Specialist at Old Mutual

Job Description

• This role is responsible for the daily assessment of quality of internal work. The incumbent is individually accountable for achieving results through own efforts. This role will report to Business Development & Implementation Specialist.

You will be responsible for (included, but not limited to):

• Building and maintaining product, sales queries for all DFA BU scripts, using the core compliance script and product specific disclosures
• Managing the CALLBI escalation box – respond to queries; investigate and provide feedback – Sales Managers dispute rating/
• Listen to advisor calls (under 6 months) and provide feedback on findings (product knowledge gaps, processing, and system gaps)
• Scorecard and automated compliance reporting – build and maintain – monthly trends and dashboards.
• Assisting advisors after product training has been completed once they go live with sales (systems and tools)
• Be available on the floor for first few calls and submission process – Especially once training is completed (Month 1, Week 4)
• YOU MAY NEED TO TAKE OVER THE CALL IF THERE IS A NEED TO DO SO
• Quality Assessor/ Skills Coach (Dual Role)
• Responsible for random quality assessment of completed cases, production, calls in an operational environment. Also accountable for providing development feedback and or coaching of advisors / support paraplanners based on errors made by the individuals. Will also deal with escalated calls and transactions. Provides input to process and system enhancements, especially in support of product, process or quality issues.
• This role transfers specialist product information, system skills and in-depth process knowledge through coaching, development and delivery of technical training to new and existing staff. This role facilitates and assists with delivery, design, development and assessment of learning interventions.
• Transfers specialist product information and knowledge, system skills, in-depth process knowledge and above all, a passion for customer-focused service, through attentive coaching and developing of staff skills. Responsible for quality assessment of staff on the floor, using the results as input to the coaching process.

Requirements

• Fully fit and proper (RE 5, level 1 and qualification – 120 credits on NQF level 5)
• At least 2 years advisor experience
• Accredited for OMP, Investment, Post Retirement, Advanced Investment
• Office based
• Good knowledge of advice systems, tools, and processes
• Must attend Masterclasses and Power Hour sessions

Education

• Certificate In Financial Planning  (Required), Matriculation Certificate (Matric)