Oct 12, 2018
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.
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