Senior Administrator at Old Mutual Plc

REF: 1126/NIGE/EU/Senior Administrator/Nigeria/280918
Location: Nigeria
Contract: Permanent
Available: ASAP
Category: Insurance
Offer: Market Related

Introduction

• Individually accountable to provide immediate response to administrative requirements in accordance with SLA parameters, in a processing environment. A Senior Administrator is fully multi-skilled across products and processes, and has extensive relevant experience.

Description

• Ensure daily operational Customer Service efficiency/delivery.
• Responsible for the daily work flow and volumes within the turnaround time
• Maintains and enhances service/work standards to delivers quality work within a given process
• Often consulted for system enhancements and testing.
• Resolves technical and complex problems, especially in support of administrative queries/issues.
• Follows standardised processes and provides administrative support in line with normal business functioning.
• Delivers on daily production standards and adheres to service and quality standards.
• Provides an Indirect service to customers and intermediates.
• Responds to immediate requirements within procedure.
• Uses standard administrative techniques to coordinate own work.
• Product and process knowledge in different areas may differ but basic skills remain the same.
• May act as mentor to less experienced Administrators.
• Fully multi-skilled across products and processes.
• Has extensive, relevant experience.
• Often acts as a resource for less experienced staff.

Key Result Areas
Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Coaching:

• May act as mentor to less experienced administrators.

Documentation Processing:

• Follows standardised processes and provides administrative support in line with normal business functioning.
• Provides an indirect service to customers and intermediaries.
• Responds to immediate administrative requirements within procedure.
• Often acts as a point of escalation for matters with higher level of complexity than those handled by Administrators.
• Delivers on daily production standards.
• Uses standard administrative techniques to coordinate own work.

Quality Assurance:

• Performs quality checks on own work.
• Adheres to service and quality standards.
• Delivers, maintains and enhances work standards and quality within the given process.
• Ensures daily processing complies with all appropriate product and legislative rules and requirements.
• Maintains and update procedural documentation.
• Ensures quality of Service delivery to customers conforms to agreed service level standards.
• Ensure customers are well informed about issues affecting their cover.

Relationship Building:

• Establishes and maintains relationships with internal and external stakeholders.
• Builds and manages internal/external relationships.
• Manage internal/external Customer Complaints.

Minimum Requirements
Qualifications and Experience:

• A First degree or its equivalent in relevant field
• Experience in a technical operations department (3 years plus)
• Excellent communication skills (verbal and written)
• Very good interpersonal skills
• Good people management skills
• Good knowledge of MS packages (Word, Excel etc.)
• Extensive product and process knowledge.