Administrator Team Leader

Discovery Limited; Sandton; On-site; ZAR 420,000 - 520,000; Full time

Job summary

Discovery Limited is seeking an Admin Team Leader to guide a 12-17 person administrative team. You will drive performance against KPIs, coach staff, and ensure accuracy of reporting while improving processes. The role requires excellent English, leadership, and a proactive, multitasking approach in a fast-paced environment.

You will coordinate with management to meet targets, manage escalations, and maintain high service standards. Flexibility for overtime may be required.

Qualifications

• Grade 12 – essential.
• 2 years Administrative Team Leader experience – essential.
• Proficient in English – essential (writing, reading, speaking).
• Bi-lingual – advantage.
• Computer literate - MS Office, especially Excel – essential.
• Regulatory Exam and FAIS credits will be an advantage.

Responsibilities

• Lead and manage a team of 12-17 administrative consultants.
• Performance Management including KPI setting and measurement.
• Coaching and developing the team; identify talent.
• Inspire, motivate and support the team.
• Work with stakeholders to ensure targets and SLAs are met.
• Identify quality issues and implement corrective steps.
• Prepare and distribute daily/weekly/monthly reports.
• Conduct QA on calls and handle elevated queries.
• Design and implement SOPs; drive process improvements.

Skills

Leadership

Team management

Communication skills

Time management

Attention to detail

Interpersonal skills

Problem solving

Decision making

Stress tolerance

Creativity

Organizational awareness

Self motivated

Education

Grade 12

2 years Administrative Team Leader experience

BCOMM or related degree

Tools

MS Office

Excel

Job description

Admin Team Leader 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. Key Outputs. 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

• Grade 12 – essential
• 2 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 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.