Vacancy Details Employer : Watershed Consulting ROLE PURPOSE Responsible for the planning, management, and control of the administration department through operational execution of the client service strategy to ensure effective and consistent client 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. Problems identified & resolved. Service Level Agreements adherence and production statistics.
Reporting : Deliver quality and meaningful reports on client service within agreed timeframes. Identify and report new trends in the market.
Identification and reporting of system related problems. - Review performance target in line with business objectives and realities 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 - Define 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 behaviour, through personal involvement, commitment and dedication in support of organisational values - Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members - Effectively manage performance within the team in order to ensure business objectives are achieved - Encourage innovation, change agility and collaboration within the team - Implement sound financial controls and 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 COMPETENCIES REQUIRED - Business acumen - Client commitment - Drive for results - Leads change and innovation - Collaboration - Impact and Influence - Self -awareness and insight - Diversity and inclusiveness