Standalone Administration Team Leader

Designation: PP3842 - Standalone Administration Team Leader

Category: Ops & Admin - OF6310

Posted by: Alexander Forbes

Posted on: 30 Apr 2025

Closing date: 08 May 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.

Overview

Education

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

Experience

• 5 years minimum of retirement fund administration - Essential
• 3 years minimum of supervisory experience within fund administration environment Essential 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 errors and omissions 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 Insight 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

• Ensure Indexing are kept up to date and all claims indexed within 24 hours.
• Manual payments, tax and payment
• Retirement capture forms checked and signed before 25th
• Divorce decree assessment, and feedback to Attorneys
• Incoming e-mails and queries (internal and external) Respond within 24 hours, and complexed queries within 48 hours.
• All 2 Pot claims received must paid on average within 15 working days (excluding S37D and DB fund valid delays)
• Settle claim payment within 2 days after tax application
• Sending of payment letters and IRP5 to members on a monthly basis
• Maintain, and follow up with client on outstanding claim forms if applicable
• Process payment and update control within timeframe ensure 90% SLA on call statistics, average talk time is 4 minutes
• 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