Service Admin Team Leader

Career development and progression opportunity
- Work as part of broader team to deliver client outcomes
- Benefit from a role that provide lots of variety

**Position overview**

Working as part of the team, the primary focus of the Administration Team Leader will be to:

- Have accountability of the administration function for the branch including; WIP, invoicing,customer and internal reporting, scheduling, support of AP/AR and any other administration tasks.
- Support management in implementing change across the admin functions for various corporate and branch initiatives
- Oversee an administration team to ensure internal and client KPIs are met
- Collaborate with the management team to drive business improvement initiatives and best practice while aligning to national processes
- Manage the performance of the existing team members, identifying and implementing training and performance improvement initiatives

**Position responsibilities**

**Administration Team**
- Responsible for the assigning and monitoring of the day to day administration operations including, invoicing, customer reporting, scheduling etc.
- Drive and lead the management and oversight of the WIP
- Leverage national best practices to ensure effective flow and efficiency of the administration operations
- Liaise and support the administration team and act as an escalation where necessary
- Responsible for overall accuracy of Pronto/BSAL data and workflows for effective and timely WIP management
- Run regular system, process and data audits to identify areas for improvement and ongoing training.
- Manage the performance of individual admin team members and implementing training
- Strategically identify opportunities for continuous improvement and implement same
- In conjunction with the General Manager, develop and maintain a set of KPIs to measure effectiveness and improvement of the Administration Team

**Service Administration**
- Develop and maintain a schedule and resourcing methodology for the local branch
- Participate in labour resource planning with Service Managers and the Operations Manager

**Other responsibilities**
- Ensure compliance with clients service level agreements and KPIs
- Participate and act as an integral member of the leadership team to drive business improvement in the administration function
- Work with National Fleet Management and undertake coordination for local vehicles
- Liaise with Accounts Receivable and Accounts Payable to help resolve invoicing and payment issues
- Create and maintain various logs/registers to track and measure various aspects of business/admin/tech performance
- To work with the team to action and resolve open calls
- To ensure administration process documentation is kept up to date and compliant with contractual requirements
- Undertake any other reasonable duties requested by the General Manager and East Coast Administration Manager

**Skills**
- 5 years plus experience in a similar role, preferably in a technical/service coordination environment
- Pronto experience
- Salesforce experience
- Ability to work to KPIs and a focus on continuous improvement
- Ability to effectively engage and collaborate with internal stakeholders, suppliers and clients.
- Excel reporting using pivot tables, v-lookup etc.
- Sound analytic and problem solving skills
- Excellent organization and time management skills
- Excellent written and oral communication skills
- Excellent customer service and interpersonal skills

**Attributes**
- Values Client service
- Self-starter with the ability to work autonomously
- Ability to self-prioritise and respond to team priorities
- Passionate about problem solving and not a ‘not my problem’ approach to team work
- Goal and target orientated
- Outcome focussed with ability to escalate issues to ensure timely and efficient resolution
- Understand internal customers and delivers to their requirements

**General**
- Uphold the BSA Values and Behaviours
- Uphold and comply with the BSA WHS requirements designed to protect the health and safety of all people and the environment at work
- Comply with the BSA Code of Conduct, company policies, process standards and practice standard