Senior Administrator - Switches and Loans

Listing reference: aforb_000350
Listing status: Under Review
Apply by: 26 May 2023
Position summary
Industry: Financial Services
Job category: Administration
Location: Sandton
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
The successful incumbent will be responsible for Senior administration functions and support in the Switches & Loans team. These functions include, but are not limited to, investment switches, investment policy changes, housing loan guarantees, and workflow indexing. The successful incumbent will report to the Team leader of the Switches & Loans team in the Services area.
Job description

Key responsibilities

General
·       Strict adherence to 24-hour turnaround time in responding to emails
·       Flag all mails and distribute Mailbox to the team (where applicable)

Ensure accuracy of the following Fund administration (where applicable) – job role specific
·        Weekly, Monthly, Annual, Bi-Annual, Quarterly reporting across all admin processes and systems Monthly checks and balances across all admin processes and systems
·       Run monthly batches and resolve any discrepancies
·       Stats consolidation- ascertain service level standards that have not been met. Address any concerns and/ or delays
·       Clear Emails and queries in line with service standards
·       From time to time, you may be required to perform other related duties and functions that may be reasonably expected of you given your position and the operational requirements of the Company.

Year-end (where applicable)
·       Prepare information for the financial year end (where applicable)
·       Attending to Audit queries, up until release of the financial statements

Stakeholder relationship
·        Establish strong, trust-based relationships with internal clients, external clients and other teams within AF.
·       Drive customer loyalty and retention through excellence in customer service support as well as a detailed understanding of the client and all aspects of the client and the market the client operates in.
·       Demonstrate the ability to assimilate all sources of information on the client and generate a cohesive and comprehensive plan that will mutually benefit the client and AF in line with TCF.
·       Work collaboratively with other departments to coordinate client interactions and resolutions to their needs.
·       Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met
·       Develop and maintain excellent business relations with new clients
·       Network and develop relationships and trust among clients to support new business growth
·       Ensuring that the TCF values are top of mind in all dealing with internal and external clients
 

Minimum requirements

Education
·       Matric - Essential
·       Higher certificate Business/ Financial services related - Advantageous

Customer experience, TCF
•      Manage customer experience at all touch points
•      Implement the 6 TCF ways in daily operations

Systems and reporting
•      Ensure all reporting is delivered as per agreed timeline
•      Monitor systems and manage up time

Operational & Financial success
•      Minimize expenses in line with Branch standards and limits
•      Eliminating PI Claims

Quality Assurance
·       Ensuring the SLA/SLS are being adhered to by staff
·       Ensuring the output produced by staff are of the highest quality
·       Living the zero error culture and impacting on the elimination of E&O’

Switches
·       Processing of all types of member individual choice switches.
·       Action switches per the agreed SLA.
·       Management of Switches mailbox
·       Switch receipt confirmations (includes AF lifecycle)
·       Completion of monthly switch recon
Loans
·       Management of External Loan mailboxes
·       Completions of monthly loans reconciliations
·       Fund Credit requests actioned accurately and within SLA
·       Settlement requests actioned accurately and within SLA
·       Update loan consolidated reports per bank per SLA
·       Management of all loan providers