Category: Ops & Admin - OF6310
Posted by: Alexander Forbes
Posted on: 09 Apr 2025
Closing date: 17 Apr 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.
Overview
Education
- Matric Essential
- Retirement Funds / Certificate in Financial Planning or equivalent - Recommended
- Minimum 7 years of employee benefits experience within Financial Services industry - Essential
- 3 5 years managing people - Essential
- This position requires that the individual demonstrates strong servicing skills and is keen and experienced in client operational servicing standards. Key responsibilities
- 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
- 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 People perspective
- Putting career paths in place for team.Training, development, sharing of knowledge to upskill team
- Hiring in terms of transformation policies Competencies required
- Adaptability and Flexibility
- Business relations
- Decision Making and Judgement
- Process Management
- Accountability and Dependability
- Planning and Organizing
- Problem Solving
- Customer Focus
- Change Management
