Team Leader

Designation: PP3976 - Team Leader

Category: Ops & Admin - OF6310

Posted by: Alexander Forbes

Posted on: 15 Jan 2025

Closing date: 22 Jan 2025

Location: Sandton

Purpose Of The Job

To review and ensure quality of work within a team is processed according to procedure and legislation within a Funds SLA and to assist team with complex queries and to be the back up in managers absence for ensuring deliverables in the team are met. To ensure that you are able to attend client meetings and explain and present complex queries in the event that your immediate manager is unable to attend. To grow and mentor staff and to deal with any disciplinary issues that may arise.

Overview

Education

Matric Essential
Diploma in Financial Planning / Retirement Funds or equivalent Essential

Experience

5 years minimum of retirement fund administration experience
Supervisory experience, checking and monitoring - 3 years minimum. Must have experience in all aspects of fund administration and not specialized functions

Key performance areas

Manage errors and omissions

Drive reduction in E&Os by following of processes and ensuring controls are in place to mitigate the risk of E&Os

Manage Budgeting Processes incorporating managing headcount, annual fee increases for admin only clients, revenue leakage and billing opportunities

Addressing fee increases with admin only clients to secure at least a CPI increase annually
Looking critically at staffing needs whether replacement is necessary or not, looking at hiring needs and vs costs of appointments
Ensuring billing opportunities are addressed where work out of SLA is required

Achieve average of 8 on NPS across Funds

Review action items on NPS feedback from clients, aim for score of 8 or higher by servicing clients correctly.

Reduction in escalations from clients by monitoring and driving SLA in team

Addressing non-responses to queries with staff, following up and ensuring client queries are dealt with to maintain service levels

Increase in the number of tasks processed that require no manual intervention from AF resources

Engaging with clients on Khulisa adoption. Getting them registered.
Ensuring manual processing is limited

Data cleanup themes on member & fund level identified and plans in place to correct.

Ensuring monthly health checks on performed, clean up of data, members with negative balances, monitoring members with money in the bank account to mitigate risks of E&Os

Ensuring operational excellence of all processes by maintaining and managing oversight of the team

Operational Excellence In Respect Of Managing And Oversight Of

- Bills Process
- Collections of deposits of other income
- Claims Process
- Communications and reporting to clients
- Production of YE checklists
- Production of Benefit statements
- Responding to and clearing HSIs
Ensuring the team carries out their roles accordingly in line with expectations

People perspective

Putting career paths in place for team. Training, development, sharing of knowledge to upskill team
Hiring in terms of transformation policies
Deal with any disciplinary issues

Competencies required