Job PurposeTo manage and lead a team of administrators in order to facilitate the processing of both internal and external client instructions on behalf of the relevant departmentJob ResponsibilitiesMinimise expenses by using cost effective processes and staying within the operational budgetEnsure turnaround times are met through processing financial transactions within the Service Level Agreement (SLA) requirementsEnsure effective management of work by adhering to stipulated timeframes and quality delivery of workDevelop and maintain collaborative relationships with external clients through offering quality service and meeting turnaround times.Manage trusting working relationships with internal stakeholders through engagement sessions, appropriate reporting and regular communicationEnsure client satisfaction by understanding and meeting their required needsManage the performance of staff by putting in place resource plans that include work allocation and clear accountabilityManage quality of work by performing quality checks and taking corrective action where necessaryImprove the performance of the team through multiskilling, job enhancement, process improvement etc.Manage quality of work by ensuring process standards are implemented and continuously met and corrective action where necessaryDrive operational improvement by identifying and implementing appropriate solutionsManage performance of staff by implementing performance agreements, ensuring a clear vision, agreeing on goals and objectives, providing regular feedback on performance, recognising and rewarding achievement and take appropriate corrective action where required.Mentor and coach staff on identified performance gaps by discussing these performance gaps and agree on appropriate action to be taken.Motivate staff to perform and contribute to the success of the business by creating environment of teamwork through engaging with staff (sharing information) and encouraging participation in decision making processes.Stay abreast in field of expertise and deliver on the expectations from stakeholders by building capability of self and staff through identifying current and future training and development needs.
Responsibilities + Skills
Conducting performance appraisal interviewsEnforcing disciplinary actions against employeesAssuming a key leadership roleRecruiting and staffingManaging business risks
Working with clients to solve client problemsInvestigating and reviewing processes to improve client satisfactionCommunicating job requirements and performance standards to othersConducting performance feedback meetingsChecking performance data to measure employee performance
3 to 5 five years working experience as a Quality Assurer Team Leader working in the Short Term Insurance space in the Banking/Financial Services Industry.