Effective execution of retirement fund administration in line with business, legislative and industry requirements; thereby improving the overall client experience.
Requirements
- Grade 12
- 6-8 Years' Employee Benefits experience
- Knowledge and understanding of Life Insurance products and services and Industry Legislation
- Knowledge of Pension Funds Act and Treat your Customers Fairly
- 1-2 Years' leadership experience will be advantageous
- Resolve escalated claim queries and ensure queries are processed in a timeous manner.
- Monitor and manage the adherence to the service level agreements.
- Be responsible for, coaching and guiding the team in processes and procedures.
- Competence and high level of understanding of retirement fund daily processing, including contributions processing and managing defaults in line with S13A of the PFA.
- Guiding Administrators in Death claims processing in line with S37 of the PFA where required.
- Ability to understand and resolve member and employer queries expeditiously.
- Ability to perform reconciliations on member transactions to resolve complex queries.
- Ability to coach and guide Administrators in day to day functions.
- Assist the Administration Manager in their day to day oversight duties of the Administration team and stand-in when the Manager is not available.
- Ensure that the necessary risk management controls are in place.
- Assess, quality control and authorise the payment of claims.
- Provide factual, logical, expertise and informative feedback to clients and stakeholders.
- Build and maintain relationships with clients, internal and external stakeholders.
- Deliver on service level agreements with all stakeholders to ensure that client expectations are met and managed.
- Make recommendations to improve client experience and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Ensure compliance to regulatory Treating Customer Fairly outcomes.
- Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
- Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
- Encourage innovation, change agility and collaboration within the team.
- Develop and maintain productive and collaborative working relationships with peers, team members and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Responsible to manage, identify and mitigate risk through the adherence of the claims process.
- Identify to enhance cost effectiveness and increase operational efficiency.
- Manage financial and other company resources under your control with due respect.
- Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
