Administrator Team Leader

Discovery; Johannesburg; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Discovery Limited is seeking an Administrative Team Leader to guide a 12–17 person team within DCM Distribution, ensuring customer queries are resolved within SLA and opportunities for sales are identified. You will manage performance, coach staff, and drive process improvements in a fast-paced environment.

The role requires strong leadership, excellent communication, and a focus on quality and accuracy. Overtime may be required to meet deadlines in a dynamic Wealth Management setting.

Qualifications

• 2 years Administrative Team Leader experience – essential.
• Computer literate - MS Office, especially Excel – essential.
• Regulatory exams and FAIS credits will be an advantage.

Responsibilities

• Lead and manage a team of 12–17 administrative consultants.
• Set KPIs and monitor performance.
• Coach and develop the team; identify talent and motivate.
• Ensure targets are met and SLAs are maintained.
• Conduct QA on calls and identify quality improvements.
• Prepare daily/weekly/monthly reports for management.

Skills

Team leadership

Communication skills

Quality focus

Problem solving

Time management

Education

BCom or related degree

Tools

MS Excel

Job description

Business Unit: DCM Distribution

Function: Management

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

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 Discovery products that were sold by Discovery Connect within the required SLA. Identifying sales opportunities.

Answering inbound calls timeously and making required outbound calls

Managing all queries (email & telephonic) through to resolution

Co-ordination of own administration

Identifying sales opportunities

Maintaining accurate details and statistics of all queries (email, telephonic and discovery system driven queries)

Identifying process improvements

Implementing compliance policies and procedures

Daily / weekly / monthly reporting

Key purpose

To lead, manage and guide a team of administration consultants to reach required targets. To facilitate any necessary course of action to achieve this purpose.

The successful candidate will be expected, but not limited to perform the following key outputs:

• Leading and managing a team of 12-17 administrative consultants
• Performance Management including the setting of KPIs’ and the measurement thereof.
• Coaching and developing the team and identifying talent
• Inspire, motivate and support team.
• Ability to work independently and efficiently
• Ability to multi-task and meet allocated daily / weekly / monthly deadlines
• Drive staff to achieve required targets and maintain / improve set SLAs’.
• Assessment of consultants calls (Performing QA’s on sales and admin staff calls).
• Identify quality issues and take corrective steps by actioning quality trends.
• Conduct QAs’ on agents queries and identify areas of improvement and implement accordingly
• Dealing with elevated queries/problems. (email, telephonic and system driven queries)
• Implement processes and design Standard Operating Procedures
• Identify and implement process improvements
• Compile and distribute daily / weekly / monthly reports in the format required by management
• Ensuring continual communication between management and staff and all other stakeholders
• Relationaship building with all internal and external stakeholders to achieve objectives
• Adhere to and enforce internal policies (Discovery Group policies & Legislative policies)
• Assisting with interviews & Role plays.
• Availability to work overtime from time to time, which may include weekends.

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
• Creative and innovative
• Excellent time management skills aand ability to prioritise time to meet deadlines
• Organizational awareness
• Detail and process orientated
• Self motivated & optimistic
• Customer centric
• Solution orientated
• Ability to work independently and efficiently
• Team player Ability to work within a team and drive team culture

Qualification & Experience

• 2 years Administrative Team Leader experience – essential
• Computer literate - MS Office, especially Excel – essential
• Regularory Exam and FAIS credits will be an advantage

Wealth Management will be an advantage

• BCOMM or related degree will be an advantage

EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.