Operations Manager, Administration & Client Services

Momentum; Cape Town; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Momentum is seeking an experienced administrator to lead the administration department, overseeing client service delivery and operational planning. You will drive workflow management, stakeholder collaboration, and performance monitoring to ensure timely and accurate service across the client portfolio.

You will establish robust processes, deliver meaningful reports, and promote a high-performance culture aligned with regulatory and company standards.

Qualifications

• Matric is required.
• Related qualifications or degree required.
• 6-8 years of experience in the financial services industry.
• Experience in Employee Benefits is required.
• 3-5 years of team management experience.

Responsibilities

• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Monitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Workflow management: Daily workflow management and effective resource planning.
• Identify and resolve problems related to workflow.
• Ensure adherence to Service Level Agreements and report on production statistics.
• Deliver quality and meaningful reports on client service within agreed timeframes.
• Identify and report new trends in the market.
• Identify and report system related problems.
• Review performance targets in line with business objectives and realities in order to ensure optimal performance is maintained.
• Customer engagement/retention: Engagement/retention of clients within current portfolio.
• External Customer Satisfaction: Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
• Internal Collaboration: Effective and consistent service delivery and support to all internal clients.
• Use service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional client service.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Create a positive work climate and culture.
• Demonstrate exemplary leadership behavior, through personal involvement, commitment and dedication in support of organizational values.
• Enable a learning and grow the culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Effectively manage performance within the team to ensure business objectives are achieved.
• Encourage innovation, change agility and collaboration within the team.
• Implement sound financial controls as well as monitor and manage expenditure relative to budget.
• Take responsibility for the unlocking of operational efficiencies.
• Implement risk management, governance, and compliance policies in own practice area.
• Manage governance and risk exposure liability.
• Ensure sound decision-making principles are applied to all business enquiries.

Skills

Team management

Employee benefits experience

Financial services experience

Education

Matric

Related qualifications/Degree

Job description

Momentum is seeking an experienced administrator to lead the administration department, overseeing client service delivery and operational planning. You will drive workflow management, stakeholder collaboration, and performance monitoring to ensure timely and accurate service across the client portfolio.

You will establish robust processes, deliver meaningful reports, and promote a high-performance culture aligned with regulatory and company standards.