Administrator Team Leader

About this role

Discovery is looking for an Administrator Team Leader for its Discovery Connect division in Sandton. Discovery Connect is the group’s direct sales channel, and it sells products across the range, including Discovery Bank. This role leads a team that serves clients and helps them with their Discovery products.

What you’ll do

• Lead, manage and coach a team of 12 to 17 administration consultants so they reach their targets.
• Set KPIs for the team, measure performance and drive staff to meet or improve service levels (SLAs).
• Review calls and queries through quality assurance checks, spot quality trends and put corrective steps in place.
• Step in on escalated queries and problems, whether they come by email, phone or through the system.
• Design standard operating procedures, find process improvements and make sure policies and compliance rules are followed.
• Compile daily, weekly and monthly reports in the format management needs, and keep the team and stakeholders communicating well.

What you need

• Grade 12 (essential).
• 2 years’ experience as an administrative team leader (essential).
• Proficiency in English, both written and spoken (essential).
• Computer literacy, especially MS Office and Excel (essential).
• Strong verbal and numerical communication skills, plus good attention to detail.
• Strong leadership, people and problem-solving skills, with the ability to work under pressure.
• Bilingual skills in English and another language (advantageous).
• Regulatory exams and FAIS credits (advantageous).
• Experience in wealth management (advantageous).
• A BCom or related degree (advantageous).

Is this job for you?

This role suits someone who enjoys leading people and wants to grow a team. You should be quality driven, organised and comfortable with targets. You should also be happy to work extra hours from time to time, including some weekends.

Tips before you apply

• Have your Grade 12 certificate and any financial services or FAIS certificates ready to upload.
• In your CV, show your team size, the targets you hit and how you tracked team performance over the 2 years.
• Give a clear example of how you handled a difficult escalated query and what changed after you fixed it.

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