Administrator Team Leader at Discovery Limited

About The Area

People increasingly want to transact faster, on their terms, in fluid, and dynamic ways. Discovery Connect facilitates this need as a direct sales channel, leveraging the best of technology with the best in people. We are often a client’s first impression of Discovery so we must have the best Discovery ambassadors in our team. At the forefront of client acquisition methodology, Discovery Connect continues to be one of the fastest-growing divisions in the group. Representing all product lines (including Discovery Bank) there is an opportunity for forward thinkers, innovators, and people who thrive on complexity in a growing business.

Job Description

• Assisting clients with queries and servicing requests on their life policies with required SLA. Identifying sales opportunities.
• Answering inbound calls timeously and making required outbound
• Managing all queries through to resolution
• Co-ordination of own administration
• Identifying sales opportunities
• Maintaining accurate details and statistics of all queries

Key purpose

• To lead, manage and guide a team of administration/Conservations 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 10 - 12 administrative and Conservations consultants
• Performance Management, coaching and developing team.
• Drive staff to achieve required targets
• Assessment of consultants calls - QA.
• Assisting with interviews & Role plays.
• Dealing with elevated queries/problems.
• Implement processes and design Standard Operating Procedures
• Ensuring continual communication between management and staff.
• Adhere to and enforce internal policies.
• Inspire, motivate and support team.
• Able to work overtime from time to time, which may include weekends.

Competencies

Personal attributes and skills

• 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
• Excellent time management skills
• Organizational awareness
• Ability to work within a team and drive team culture

Qualification & Experience

• Grade 12 – essential
• 5 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 required
• BCOMM or related degree will be advantageous