Administrator Team Leader

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

• Competencies:
• 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