Back Office Manager

  • Heba Consulting
  • Riche Terre Road, Port Louis, Mauritius
  • 10/07/2018
Full time Admin-Clerical Supply Chain

Job Description

An investment holding company based in the north of Mauritius is looking for a Back Office Manager.

The ideal candidate for this role will be responsible for leading, developing and driving productivity and operational efficiencies.  The candidate will maintain, improve and manage application vetting functions; payment, receipting and reporting processes   and the document indexing team.

The candidate will be trained in all back office processing and document indexing functions and will train their teams to complete the business functions.

The candidate is responsible for setting team target metrics and feedback regarding quality and performance against these metrics.

The candidate should be able to:

  • Take accountability for achieving performance targets and standards in the team (back office and document indexing teams)
  • Daily management of team members and their targets
  • Conduct regular performance meetings with teams
  • Compile, review and discuss daily, weekly and monthly performance reports applicable to the area to agree on actions required to rectify any adverse variances or negative trends
  • Ensure that effective measures are in place to measure and manage the daily quality of service
  • Manage resource recruitment and forecasting to ensure optimal staffing at all times with minimal overtime requirements
  • Ensure that all training and business material is updated with correct and relevant information through regular communication sessions with the learning and development department and operations performance teams
  • Review and analyse team work capacity and output monthly to identify opportunities for improvement business functions and manage team size.

Responsibilities:

·         Management and monitoring of back office processes ensuring SLA’s are met

·         Ownership and escalation of issues to ensure that operations continue to meet deliverables

·         Manage and control cost centre budgets against forecast

·         Assist and ensure the completion of budgets by end November of each year for the following year

·         Assist in identifying opportunities for cost reduction

·         Manage the daily, weekly and monthly KPA performance against benchmarks and regularly discuss actuals with Business development manager to agree on actions required to rectify any adverse variances.

·         Ensure that customer delight is the key priority and culture in the area

·         Agree, implement and manage individual KPA’s for all roles on a monthly basis with a formal review twice a year during June and December

·         Manage the disciplinary and grievance procedures with the guidance of Human Resources

·         Manage staff motivation daily, weekly and monthly by having motivational plans in place that allows for rewards and recognition of above standard or most improved performance and have formal communication sessions to ensure staff are kept informed of the criteria to qualify 

·         Actively encourage information sharing and communication in the area through various initiatives

·         Attract and retain the best resources through thorough recruitment and selection processes when vacancies are to be filled in line with the resource model

·         Ensure that staff has a platform to share ideas that lead to the implementation of approved changes

·         Lead, guide, develop and support staff by identifying coaching and training needs to enable staff to deliver on their expected KPA’s through these interventions

·         Provide accurate reports in line with the departments requirements

·         Identify adverse performance trends  and put plans in place to address issues

·         Provide input and assist with the development of additional training , policy and procedure changes that may be required to enhance service productivity

·         Daily monitoring of quality output

·         Provide operational feedback to the Management team by identifying trends through data analysis (utilising the reports available / creating new reports)

Requirements:

- A relevant tertiary qualification

- A minimum of 5 years’ experience in administration and processes

- A minimum of 3 years’ experience in managing a team

- Proven track record in implementing tactical strategies to achieve business objectives

- Experience working in collaborative environments, identifying and providing solution initiatives

- Must be competent in MS Office packages (Word, Excel, PowerPoint & Outlook)

- Experience with training staff

- Must be able to collaborate  / influence and engage with business and Line Management to ensure that all customer metrics are in place and are being met through effective problem solving

- competent in MS Office packages, particularly MS Word, Excel and Outlook

- Effective and fluent communication skills (verbal and written) in English

- Must be available to work shifts , weekends and public holidays

 Attributes & Behaviours

Strong motivational and leadership abilities with a positive attitude

Effective decision making and problem solving abilities

Deadline and target driven

Recognise opportunities for improvement and use initiative to introduce them

Excellent interpersonal and communication (both verbal and written) skills

Ability to work independently as well as within a team

Excellent planning and organisational skills with a proactive approach

Attention to detail and the ability to interpret data

Resilient and change orientated

The right to live and work in Mauritius