The purpose of the role is to manage and oversee the Administrator’s functions in the department.
The main tasks and responsibilities associated with the position are listed below. This is not an exhaustive list of tasks and responsibilities and any other tasks and/or responsibilities that could be reasonably expected for the position may be required.
Management of the various turnaround times related to the Administrators.
1.Ensure that the agreed turnaround times for Multi, Single and CSV instructions are maintained and to identify potential problems in terms of late processing of instructions.
2.Ensure that the agreed turnaround times for Commercial and Residential deposit refunds are maintained and where possible improved on.
3.Ensure that Ex- Tenant lists are finalized monthly within the agreed turnaround times.
4.Ensure that Data Management queries are attended to within the correct turnaround times and to provide assistance with more complex queries in order to finalize and close the queries timeously.
5.Ensure that last meter readings are received timeously from the Utilities Department for processing.
6.Ensure that Clearances from Residential and Commercial Property Managers are received within agreed turnaround times.
7.Ensure that Administrators submit weekly feedback on Tenant Diaries and Ex-Tenant lists on time.
Management of the quality of various outputs of the Administrators.
1.Ensure that the agreed level of accuracy for Multi, Single and CSV instructions is maintained.
2.Ensure all documentation to be signed off by the correct parties as per the SODA.
3.Ensure that the correct supporting documentation is attached to all requests submitted to the Data Management Department.
4.Ensure that the correct Transaction Codes, Tenant codes and VAT codes are used.
5.Ensure that amounts are calculated correctly.
6.Ensure that MDA notes are updated correctly.
7.Ensure that the agreed level of accuracy for Commercial and Residential deposit refunds is maintained.
8.Ensure that there are no outstanding job cards.
9.Ensure that the tenant does not have another account with City Property with an outstanding balance before refund is paid.
10.Ensure that the refund sheet balances with MDA.
11.Ensure that the tenant account was reconciled by the Administrator and any adjustments necessary were done.
12.Ensure that all manual repairs were charged to the account.
13.Ensure that Interest on Deposit for Residential tenants were calculated accurately and credited to the account.
Management of the Commercial and Residential Tenant Diaries and Ex- Tenant lists.
1.Extract data from MDA and draft Commercial and Residential Tenant Diaries.
2.Provide a Commercial and Residential Tenant Diary twice a week to be distributed to the Administrators.
3.Update the Tenant Diaries and Ex- Tenant lists with feedback received from the Administrators and ensure that the feedback is accurate and relevant.
4.Provide assistance with any queries to ensure that deposit refunds are done accurately and timeously.
5.Provide an Ex-Tenant list on a monthly basis where tenants have been vacated for three months or longer and the account still has a balance.
6.Assist with all queries to ensure that the Ex-Tenant accounts are cleared.
7.Ensure that internal Data Management queries are logged where assistance from another department is required to clear the tenants’ account.
Management of Customer Service Cases performed by Administrators and relationships with other departments.
1.Ensure that all Customer Service cases are attended to by the Administrators and that cases are completed within the time set out in the Customer Service case.
2.Assist other departments to complete Customer Services cases within the correct turrnaround times.
3.Ensure that good working relationships are established and maintained with other departments.
Prepare Monthly Management report on department statistics.
1.Analyze Instruction lists, Tenants Diaries, Query Register and Ex- Tenant lists to determine performance in terms of turnaround times and accuracy.
2.Prepare accurate reports for management highlighting excellent and poor performance.
Provide support and guidelines to the Administrators.
1.Ensure that the team follows the company policies and procedures.
2.Improve teamwork to ensure that workflow is consistent.
3.Provide training and coaching to new and existing staff where needed.
4.Ensure Data Manager is consulted with regards to staff problems.
5.Monitor and manage the team’s workload efficiently and report any problems to the Data Manager.
6.Provide support to the Data Manager to entrench the City Property culture and strategy into the team.
7.Build relationships with Administrators, staff, management and other stakeholders.
Mostly office- based with limited travelling.