Client Services & Operations Administrator

Vacancy: Client Services & Operations Administrator

Location: Cape Town

About Africorp Advisory Services

Africorp Advisory Services is a specialist employee benefits consultancy based in Cape Town. We advise corporate clients , typically businesses with 50 to 300 employees, across the full spectrum of employee benefits, including medical aid, group risk, and retirement fund solutions. We operate as a trusted intermediary between our clients and their service providers, and our reputation is built on professional, responsive, and accurate advisory support.

We are looking for an exceptional individual to join the team in a pivotal operational and client-facing support role. This is a position for someone who takes ownership seriously, communicates with confidence and professionalism, and thrives in a structured, process-driven environment.

The Role

As Client Services & Operations Administrator, you will be the operational backbone of Africorp Advisory Services. You will serve as the primary point of contact for individual and corporate clients, manage the full lifecycle of administrative processes, and ensure that nothing falls through the cracks. The adviser remains responsible for all regulated financial advice, your role is to ensure that everything surrounding that advice runs flawlessly.

This is not a passive administrative role. You will be expected to manage service provider relationships, hold SLAs accountable, communicate proactively with clients, and keep the adviser fully informed at all times. You are the person who ensures that clients feel heard, informed, and well-served and that the business operates to the standard its reputation demands.

Key Responsibilities

Client Communication & Relationship Management

• Serve as the first point of contact for all inbound client queries — individual members and corporate HR or executive contacts alike

• Provide professional, accurate, non-advice responses to general information and administrative queries

• Escalate all advice-related, complex, or sensitive queries to the adviser promptly and with full context

• Maintain clear, proactive communication with clients throughout all open matters — clients should never need to follow up to find out where things stand

• Represent Africorp with professionalism, warmth, and authority in all client interactions

Administrative & Operational Management

• Manage the end-to-end administration of medical aid, group risk, and retirement fund processes including applications, amendments, and member changes

• Process and track all submissions accurately, ensuring completeness before submission and following up on outstanding requirements

• Maintain organised, up-to-date records across all client accounts and open matters

• Manage day-to-day interactions with service providers including Discovery Health, and other benefit providers

• Monitor and hold service providers accountable to agreed turnaround times and service standards, escalating where SLAs are not being met

• Ensure the adviser is kept fully informed on all open matters, flagging risks or delays before they become client-facing problems

Corporate Client Support

• Coordinate with HR managers and executives at corporate clients on employee benefit queries and requirements

• Assist in managing the onboarding of new employees onto benefit schemes and the offboarding of exiting employees

• Support the preparation and distribution of relevant client communications and benefit information

What We Are Looking For

Non-Negotiable Attributes

• Reliability — you do what you say you will do, by when you said you would do it, every time

• Organisation — you manage multiple open matters simultaneously without losing track of any of them

• Proactive communication — you flag problems early, not after they have become crises

• Professionalism — you represent the business in every interaction as if the adviser is in the room

• Confidence — you are comfortable engaging directly with clients and pushing back on service providers when necessary

• Integrity — you understand where the boundary between information and regulated financial advice lies, and you never cross it

Experience & Qualifications

• Minimum 2–3 years of experience in an administrative or client services role within financial services, employee benefits, medical aid, or a related industry

• Demonstrable experience managing multiple concurrent administrative processes with accuracy and attention to detail

• Strong written and verbal communication skills — professional, clear, and confident

• Experience dealing with medical aid schemes, group risk, or retirement fund administration is a significant advantage

• Familiarity with Discovery Health processes and systems is advantageous

• Proficient in Microsoft Office and general business software; ability to learn internal systems quickly

• Matric essential; relevant tertiary qualification or industry certification advantageous

Working Arrangements

This is a full-time, office-based position in Cape Town. Core hours are structured around morning office presence, with the understanding that a degree of flexibility may evolve as the working relationship develops and performance is established.

The adviser operates remotely, which means this person must be a self-directed, highly organised individual who does not require constant oversight to perform at a high level. You will work with considerable autonomy — and with that comes the expectation of full accountability.

Remuneration

A competitive base salary is offered, commensurate with experience and relevant industry background. In addition, a structured performance incentive programme is in place, linked to clearly defined KPIs, providing meaningful upside for candidates who consistently meet and exceed the required standard. Total remuneration will be discussed directly with shortlisted candidates.