Purpose

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute quality assurance accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

• 2 – 3 years experience in a similar environment

Minimum Qualifications

• Higher Diplomas [NQF Level 06] in Office Administration

Outputs

Process

• Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards.
• Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
• Coordinate team’s administrative support task execution and provide input to meet required response time, quality & service delivery standards.
• Monitor team operational transactional efficiency and service delivery quality in relation to objective achievement and report to management.
• Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives.
• Contribute to and assist in the continuous improvement of the quality management process in order to improve service delivery are minimise errors.
• Accountable for the quality execution of own and teams’ work, within defined operating procedures, standards and work routines.
• Plan for the execution of own and other’s tasks against a set framework.
• Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems.

Customer

• Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision.
• Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage.

Learning and Growth

• Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
• Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
• Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks.

Governance

• Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks.

Competencies

Technical Competencies

• Quality Orientation (Intermediate)

• Risk Awareness (Basic)
• Quality control (Intermediate)
• Reporting and Interpretation (Intermediate)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Organisation and Attention to Detail (Basic)
• People Management and Empowerment (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Communicating with Impact (Basic)
• Customer Orientation (Basic)