The Senior Administrator, Administration Services forms an integral part of the Corporate Client Service centre, bringing together the skills, systems, processes and procedures relating to Corporate Client administration.
Duties & Responsibilities The Senior Administrator will be expected to:
• Take full personal ownership, responsibility and accountability of all transactions, interaction and enquiries for the allocated Corporate Client panel (including but not limited to new business or take-ons, financial transacting, general changes or requests, compliance monitoring, invoicing and fee payment monitoring, file administration and annual file reviews, dealing with intermediaries, investment companies, banks and bank accounts etc. on the client’s behalf, etc.);
• Follow processes and procedures, working according to set quality standards and keeping to agreed turn-around times, on a daily basis;
• Assisting other team members and review their work where appropriate and when requested by the Team Leader or Manager, as applicable,
• Ensure that all customer queries and/or complaints are dealt with efficiently and timeously, and escalate immediately where needed;
• Develop, build and maintain sound relationships with allocated Corporate Client panel, relevant stakeholders, as well as with the CSM and KAM;
• Ensure the highest level of service, quality of work and support to our Corporate Clients, the CSM, KAM, other areas within the Corporate Client Service centre, as well as other teams within Maitland;
• Liaise with internal departments to promote clear channels of communication and working relationships;
• Actively look for opportunities to improve operational efficiencies to improve service and to decrease cost, identify and report on suggested possible process and/or system changes/enhancements to ensure awesome service delivery going forward;
• Provide quality input on opportunities and potential threats/risk to the Corporate Client Service centre as well as to the greater Corporate Client Service centre;
• Promote the implementation and integration of electronic service usage within the Corporate Client Service centre, as well as to our external clients, as and when developed and released; • proactively and positively manage internal and external expectations through periods of change; • meeting of personal and team targets;
• Assist with projects in the Corporate Client Service centre, as they arise;
• record all time spent accurately to facilitate invoicing and internal reporting;
• Ensure that clients’ files (be it electronic or paper based) are organised, complete and up to date;
• Additional duties may be assigned from time to time, as required;
• provide team support to all areas within the greater Corporate Client Service centre – working together to create a combined centre of excellence; and
• Ensure to demonstrate the company's values on a daily basis. Risk Management:
• Responsible for implementing and maintaining controls relevant to the position.
Skills and Competencies
• Passionate about service and service excellence, with a ‘will do, can do’ attitude – demonstrating a determination and encourage others to achieve excellence in every task, action and or interaction,
• Creative and shows innovation - taking advantage of opportunities to improve and enhance matters and solving problems,
• Flexible and dynamic with an enthusiastic approach – with a positive and upbeat attitude,
• Has the ability to gaining and establishing confidence of others, inspiring others to have a passion for performance by enhancing and improving the way things are done,
• Proactively builds networks with key clients as well as with people in the organisation,
• Knows how to leverage diversity – respects, understands, values and harnesses team member differences,
• Highly organised, efficient and professional with a sense of urgency and good time management,
• Takes initiative, is pro-active and flexible with great problem resolution skills – sound decision making and judgement,
• Ability to work confidently, proactively, use initiative, be decisive and be able to consistently perform well when under pressure,
• Detail and quality conscious – accountable, responsible and adaptable, •
has honesty and integrity of the highest order and respect for the confidentiality of our clients’ and Maitland’s affairs,
• Ability to work well both under supervision as a member of a team, as well as independently,
• Ability to work under pressure,
• Willing to work odd hours whenever required,
• Excellent skills to communicate confidently, professionally and effectively with clients, staff and management (verbal and or written),
• Knowledge and information seeking – understanding the importance of knowlege and skills and actively manage own and staff’s development path and plan,
• Business acumen – an understanding and the application of business principles, procedures and processes to comply with regulations, enhance efficiency and increase profitability,
• Resilience – overcoming obstacles and delivers results by showing tenacity, and
• Excellent computer and typing skills, with the ability to learn and understand new systems with confidence, and have a good knowledge and experience of working on and understanding the Microsoft Office suite (including Excel, Word and Outlook).
Minimum Requirements:
• Must have at least three or four years current, practical and relevant experience, within the trust, corporate or fiduciary services sector, with excellent administrative, servicing, coordinating, support, relationship management and innovation skills,
• Must have good knowledge of regulatory and statutory requirements as applicable to the financial Services Sector in Mauritius when it comes to administering Global Business entities, domestic entities, Trusts etc…
Job Title Senior Administrator
Business Unit / Division Client Service Management (CCS) Department Corporate Services Occupational Level Professional
Job Type Classification Permanent
Reporting To (Role) Senior Client Service Manager- Corporate Clients