Description
This role manages a team in a technical and customer services environment, with some individual deliveries and is individually accountable for achieving results through others, over periods of 3 months to one year.
The role includes the following responsibilities:
Take responsibility for ensuring seamless operations and Customer Service across processes. Work closely with Technical Operations Manager and other leaders, teams and key stakeholders across several areas. Maintain good internal relationships between all the various departments within OMI, to provide quality support and service to clients. Lead operational delivery and coordinate operational functions to ensure overall service delivery. Manage financial losses by ensuring correctness and accuracy of flow of information. Monitoring and measuring productivity and customer service deliverables within the teams Implement measures to reduce risks and errors Oversee and contribute to business planning requirements Review the end-to-end process of all processes Understand client queries and the impact an issue has on their function/process as well as manage their expectations and consider changes to avoid reoccurrence. Support the investment process by suggesting ways to improve operational process. Oversight of client and fund audits, being the main point of contact with auditors. Maintenance of procedure documentation and policies. Continually review and update processes and procedures to reduce risk and improve efficiency.
People Management
Lead the fund admin team. Responsible for all aspects of people management including recruitment, review and retention in partnership with the Technical Operations Manager. Pro-active people management including recommendations for training and development and a focus on the development and retention of high performers. Coach, mentor and develop staff on all levels. Hold regulator meetings with staff in order to track development plans and manage delivery. Mentoring - Lead employees to encourage maximum performance and dedication. Continually enhance and potentially establish policies that promote company culture and vision
IT & Infrastructure involvement
Ensure optimal efficiency of operations functions and manage the ongoing implementation of systems. Ensure organizational process efficiency and sustainability by improving operational processes.
Some of the major goals and deliverables the successful applicant will be accountable for, includes:
Responsible for the management of a unit of Fund specialists. Responsible for daily management of all operational and service activities for Old Mutual International. Review of money in and money out activities. Coordinate staff activities through a number of branch offices in order to deliver positive client outcomes. Ensure compliance with OML and regulatory policies in transactional environment. Manages all service delivery in the administration and/or support areas. Monitor trends in the processing environment. Ensure coordination of work and operational efficiency with SA and Isle of Man teams. Normal functions pertaining to management (people, production, customer, and finance) apply. Also responsible for technical deliveries themselves (high level of technical knowledge in related field to their own staff). Technical skills would relate to a field within the Customer Service, Operations & Administration ambit, i.e., product / process / MIS / Customer service etc. Carries responsibility to deliver on operational projects within the business. Able to build strong working / networking relationships with all stakeholders, internally and externally. Understanding of customer service experience, engagement, and delivery important.
Qualifications and Experience required:
Matric qualification required. Relevant tertiary qualification. Extensive experience (3 - 5) years in Fund Investment Business Sound business knowledge. Management experience advantageous
Skills
Education
Closing Date
11 June 2024
