54 Administration/PA/Secretary jobs in Johannesburg on Job Mail

• Developing complicated business information system (we call it the Easy Framework) and machine, robot and vision systems (both high level and embedded)
• Application development using C#, C++, VB, SQL and other software development tools
• Learning the latest software development tools and expand on your existing software language knowledge using C++, C#, VB and SQL
• Working with a group of dynamic, bright and world class developers in Europe as well as in South Africa
• Designing, coding and debugging applications in various software languages
• Software analysis, code analysis, requirement analysis, software reliability analysis
• Software modelling, simulation, testing and quality assurance
• Support, maintenance and document software functionality
• Integrate new software with existing systems
• Evaluate and identify new technologies for implementation
• Analyse and solve various IT related problems

• A bachelor's degree in software development or much experience in using C#, C++, VB and SQL
• Mechanical or Electrical Engineer qualifications - trained to program making outstanding developers
• Proficiency in C#, C++, VB and SQL
• Good understanding of the English and Afrikaans language, both spoken and written

The Claims Administrator is responsible for the accurate processing of the claims, within the agreed service level agreement between SALTEB and the Fund and meeting production standards. The duties includes requesting information and responding to enquiries.

Areas of Responsibility

• Ensure that all quality assurance related activities as set out in the Quality Assurance checklist have been actioned.
• Ensure completion of the quality assurance process as set in the Quality assurance checklist
• Contact member for outstanding requirements and update notes on the system
• Calculate the benefit
• Apply for a tax directive
• Prepare the payment requisition
• Ensure the bank details have been accurately captured onto the members record and verified by the bank
• Ensure all relevant documentation are saved onto member’s record.
• Ensure all relevant checks are done on the system before processing a claim
• Meet production standards in terms of quantity (100 assessment daily including payments of 25-30 claims to tax daily
• Should a query raise at any point, complete the investigation and delegate to responsible party to resolve
• Ensure compliance to all control in the teams (switches, merges etc.)
• Devote your whole time and attention and abilities during working hours to the discharge of your duties with strict accuracy
• Ensure all email communication , whether internal or external are dealt with professionally within service level agreement

RECORD KEEPING AND FILING

• Ensure all documentation relating to a claim are saved in the member profile on the system
• Ensure appropriate notes are recorded in the member profile on the system

REPORTING

• Prepare, analyze and present ad hoc reports as and when requested

QUERY RESOLUTION

• Attend to queries or inquiries by members within the required timelines

RELATIONSHIP MANAGEMENT

• Build and maintain positive relationships with all clients and service providers
• Build and maintain supportive relationships with teams internally
• Ensure that all communication sent internally and externally is dealt with professionally

TIME MANAGEMENT

• Meet production standards in terms of quantity (100 assessments daily inclusive of payments).
• Manage work inflow timeously

EDUCATION, LANGUAGE AND QUALIFICATIONS

• Matric with Mathematics/Accounting
• Excellent command of English
• One vernacular language will be advantageous
• RE1 FAIS will be advantageous

ESSENTIAL KNOWLEDGE, SKILLS AND EXPERIENCE

• At least 2 years’ experience in similar position
• Employee Benefits/Retirement Fund industry experience is essential
• Everest experience will be advantageous
• Intermediate MS Excel skills
• Problem solving skills
• Attention to detail
• Good communication skills (written and verbal)

The Section 37C, Disability and Funeral Claims specialist administrator is responsible to accurately and timeously perform all Section 37C related activities through the co-ordinating of death, disability and funeral claims information as per agreed service levels between SALT EB and the Fund and support the trustees with the death, disability and funeral claims process whilst meeting production standards.

To provide efficient administration and verification service in respect to quality assurance of risk claims that results in the improvement of client service and to minimize financial risk. The responsibility is to ensure that all claims and related documents conform to the set standards, within the agreed service levels and that the claim is ready for processing.

The duties include requesting information, responding to enquiries and providing assistance to members and beneficiaries, Compliance, Client Services, the Contact Centre, employers and external service providers.

Areas of Responsibilities

KEY ACTIVITIES

• Perform all Section 37C related activities which include the complete death claim processing cycle of all death claims, all death related enquiries and complaints.
• Liaise with members, beneficiaries, employers and/or relevant stakeholders in a professional manner in order to obtain and clarify details regarding the claims (both verbal and written).
• Quality assure and review the death claim documentation in order to ensure the documentation is accurate, complete and compliant with relevant legislation.
• Liaise with the relevant affiliations in order to resolve issues around incorrect or incomplete documentation.
• Prepare investigation report detailing findings together with motivation for the distribution of the benefit for the Trustees to verify and approve at the Death Benefit Disposal Sub-Committee meeting.
• Prepare a report on death cases for presentation to Trustees at the Death Benefit Disposal Sub- Committee meeting on a monthly basis.
• Report on inflow and outflow of death claims statistics for Fund.
• Process payment of death once approved by Trustees within the agreed service levels.
• Keep abreast of all requirements in the retirement industry as set out by the FSCA and the relevant legislation.
• Process Section 37C claims according to the rules, policies, legislation, administration procedures and the service level agreement.
• Provide accurate information to clients in order to ensure that they receive appropriate service.
• Build and maintain relationships with internal and external stakeholders.
• Deliver on service level agreements agreed between internal and external stakeholders in order to ensure that expectations are managed with beneficiaries.
• Make recommendations to improve client service and fair treatment of clients within area of
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Meet production standards in terms of quantity and quality.
• Provide regular reports on the delivery of services against agreed service level agreements and in terms of overall customer targets.
• Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.
• Any other duties as determined by the business needs and participate in all organizational events as required.
• Work overtime as determined by the business needs and in terms of the company policy.

RECORD KEEPING AND FILING

• Attach all email correspondence to the deceased or disabled member's Everest record.
• Record all appropriate member notes on deceased or disabled member's Everest record.

QUERY RESOLUTION

• Attend to all email and telephonic enquiries both internal and external.
• Assist Compliance, Client Services, the Contact Centre, employers and external service providers to resolve queries.
• Follow through and provide client with on-going feedback until enquiry is resolved.
• Support a positive and responsive climate for client enquiry resolution.
• Action all escalated enquiries within 24 - 72 hours.

TEAM SUPPORT

• Accept accountability and take responsibility for any work done or allocated.
• Display a willing and helpful attitude.
• Action any other responsibilities allocated by the Team Leader and or Head of.

RELATIONSHIP MANAGEMENT

• Build and maintain relationships at all levels with employers, service providers and internal departments to enhance organizational effectiveness and efficiency.
• Use your best endeavors’ to properly conduct, improve, extend, develop, promote, protect and preserve the business interests, reputation and goodwill of the company

TIME MANAGEMENT

• Excellent time management.
• Must be available to work overtime when the need arises.
• Flexible and ability to work under pressure and multitask.

QUALIFICATIONS

• Matric certificate with mathematics
• COP on Retirement Funds or equivalent qualification
• Good command of English
• Ability to communicate in one or more African languages
• FICA Awareness training

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• At least 3 – 5 years employee benefits / retirement fund administration experience specifically in a similar role assessing Section 37C claims and dealing with beneficiaries, employers and other stakeholders.
• A solid knowledge of pension fund legislation, (specifically Section 37C), regulations and
• Analytical and investigative.
• Everest experience will be advantageous.
• Good knowledge of Microsoft Outlook, Word and Excel.
• Excellent numerical skills with attention to detail and accuracy.
• Methodical and meticulous.
• Good verbal and written communication skills.
• A self-starter who can work independently with minimal support but who can also work in a team environment.

ORGANIZATIONAL VALUES

• Ensure adherence to all organizational objectives
• Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
• Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organizational events as required.

ADDITIONAL

• Self-starter
• Innovative thinking
• High ethics
• Needs to appreciate the importance of filing and reports
• Detailed orientated

The Contributions Administrator is responsible for the accurate and timeous processing of contributions within the agreed service level between SALT EB and the Fund and meeting production standards. The duties include requesting information, responding to enquiries and providing assistance to Client Services, the Call Centre, Claims team, employers and external service providers.

Areas of Responsibilities

Key Activities

• Perform all contribution related activities which include the complete contribution processing cycle of all contributions, all contribution related enquiries and complaints.
• Process contributions according to the rules, policies, legislation, administration procedures and the service level agreement.
• Process refunds according to administration processes within the service level agreements.
• Meet production standards in terms of quantity and quality.
• Liaise with employers and service providers both written and verbal.
• Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.
• Ensure email communication, whether internal or external is dealt with professionally and within the service level agreement.
• Any other duties as determined by the the business needs and participate in all organizational events as required.

Record Keeping and Filing

• Attach all email correspondence to the member's record.
• Record all appropriate member notes on member's Everest record.

Query resolution

• Attend to all email and telephonic enquiries both internal and external.
• Assist Client Services, the Call Centre, Claims team, employers and external service providers to resolve queries.

Applying the rules, policies and administration procedures of different funds in accordance

• with the Co standards service level agreements
• Follow through and provide client with on-going feedback until enquiry is resolved.
• Support a positive and responsive climate for client enquiry resolution.
• Action all escalated enquiries within 24 - 72 hours.

Team Support

• Accept accountability and take responsibility for any work done or allocated.
• Display a willing and helpful attitude.
• Action any other responsibilities allocated by the manager.
• Cheque releasing, Year ends & Benefit statements

Relationship Management

• Build and maintain relationships at all levels with service providers and internal departments to enhance organizational effectiveness and efficiency.
• Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interests, reputation and goodwill of the company

Time Management

• Excellent time management.
• Must be available to work overtime when the need arises.
• Flexible and ability to work under pressure and multitask.

Education, Language & Qualifications

• Matric certificate with maths.
• Good command of English.
• FICA awareness training.

Essential Knowledge, skills and Experience

• At least 2 years employee benefits / retirement fund administration experience specifically in a similiar role processing retirement fund contributions and dealing with employers and external providers.
• A solid knowledge of pension fund legislation, (specifically Section 13A), regulations and guidelines.
• Everest experience will be advantageous.
• Knowledge and understanding of unitisation.
• Good knowledge of Microsoft Outlook, Word and Excel.
• Excellent numerical skills with attention to detaill and accuracy.
• Methodical and meticulous.
• Good verbal and written communication skills.
• A self-starter who can work independently with minimal support but who can also work in a team environment.

The Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and abandoned calls and contact members to obtain outstanding information. The Call Centre Agent provides assistance to the employer, member, the consulting and claims teams and external service providers. The Call Centre Agent reports to the Call Centre Manager.

DUTIES AND RESPONSIBILITIES

• Answer call within 3 rings.
• Attend to all walk-in visitors.
• Investigate and resolve all member benefit statement related enquiries.
• Escalate urgent requests by completing the claim escalation sheet daily.
• Identify caller / visitor and verify security information by requesting the callers / visitor’s designation / relation and or employee number, ID number, employer name or levy number.
• Obtain enquiry / request by actively listening; display the ability and desire to listen and be sensitive to callers / visitor’s needs.
• Repeat the enquiry / request and ask multiple questions to understand the enquiry / request.
• Respond to the enquiry / request by resolving the enquiry / request with an appropriate response or solution in a quick and accurate manner and to the caller's / visitor's satisfaction.
• The Call Centre Agent requires a knack for subtly steering conversations to diffuse anger and resolve issues and concerns which is essential when communicating with callers / visitors.
• The Call Centre Agent must recognize when to express empathy (one of the most important qualities), how courtesy conveys respect and the power that the tone of voice has on caller / visitor perceptions.
• Respond to all calls / visitors in a professional and courteous manner and display a positive attitude - Call Centre Agents are the face of the company.
• Be a team player at all times as successful call centres are staffed by agents who act as a team.
• Treat each enquiry / request uniquely to ensure client satisfaction.
• Be able to effectively multi-task.
• Attend to customer needs on the phone, update records on the system, take notes, and complete other post-call duties.
• Be organised and efficient in order to complete all tasks quickly and accurately.
• Respond to allocated emails within 24 - 48 hours with the appropriate response.
• Strictly adhere to the rules and policies of the Fund, legislation, administration procedures and service level agreements.
• Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.
• Attend internal and external training required.
• Meet production standards in terms of quantity and quality.
• Accept accountability and take responsibility for tasks.
• Build and maintain relationships at all levels with internal departments to enhance organizational effectiveness and efficiency.
• Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.
• Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interests, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organizational events as required.
• Participate in work forums created by the employer such as Occupational health and Safety and Employment Equity.

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery. Coaches the team in order to ensure quality of delivery meets the appropriate standard. Communicates information in a timely, accurate and understood manner to all team members. Ensure that all Human Resources policies and procedures are observed.

Areas of Responsibilities/Key Activities

• Monitor attendance of training interventions. Identification of training and development needs and provide feedback to the Manager.
• Provide monthly report and weekly team stats submission
• Provident the Manager with a queries spreadsheet on a daily basis before 8h30.
• Ensure that Agents achieve a 95% call success rate.
• Ensure regular feedback is given to Agents with regards to action plans that have been set.
• Track and accurately update operational performance files for Agents on a weekly basis and ensure that daily stats is compiled and submitted to the Manager before 8h00 daily
• Assisting the Agents with adhoc activities.
• Answer a call within 3 rings.
• Draw and maintain a walk-ins report daily and lunch roster to be submitted to the Manager weekly.
• Ensure that abandoned calls are returned and listen in on voice calls regularly.
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback.
• Retains ownership where applicable and takes actions to resolve queries and provide customer feedback.

Record Keeping and Filing

• Accurate interpretation and reporting of team.
• Compiling and sending reports as required by the business for relevant updates

Reporting

Track and accurately update operational performance files for Agents on a weekly basis and ensure that daily stats is compiled and submitted to the Manager before 8h00 daily.

Query resolution

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate.

Innovative and Team Player

• Drive teams performance on systems and all metrics in accordance to the contractual obligation.
• Self motivated.

Relationship Management

• Ensure that all Human Resources policies and procedures are observed.
• Takes personal responsibility for coaching and mentoring others.

Time Management

• Excellent time management.
• Flexible and ability to work under pressure and multitask.

Education, Language & Qualifications

• Valid Matric certificate
• Clear credit and criminal record 2 years’ experience within a call center agent
• Previous leadership and people management experience would be preferential

Essential Knowledge, skills and Experience

• Good knowledge of overall call center processes
• Good knowledge of Microsoft Outlook, Word and Excel
• Accuracy
• Technical skills in the development / coaching of others
• Customer-centric approach

PURPOSE OF THE ROLE

The SDE Consultant will be responsible for overall delivery of designated client & managing the relationship.

RESPONSIBILITIES

Grow Relationships:

• responsible for servicing & retaining the major client assigned to them
• responsible for identifying enhancements & implementing where approved
• track SLA delivery and manage accordingly at all levels including ee & er
• ensure all required information reaches clients & relationship is developed

Reduce Unresolved Queries :

• Stakeholder engagement for client i.e. PFA, FSCA, Other
• Resolution of escalated queries and/or communicating with client on problem areas
• Treating stakeholders with care & in line with TCF, POPI & other applicable legislation

Effective - Solution Driven.

• manage delivery and query resolution to avoid complaints/escalations
• Demonstrate commitment & determination to providing solutions to clients
• Will be required to perform other functions from time to time

Efficient - Delivery Management

• to be punctual, meetings with internal & external service providers to remain current
• Costs to be considered, demonstrating most effective methods for servicing client
• Ensure comprehensive and speedy resolution to client queries
• Internal & External reporting to be submitted timeously - escalating where necessary

NEW–SALTEB Brand

• Professional communication, updating client, well presented & knowledgeable on Fund
• Annual planner for client and managing expected delivery internally and with client
• Identify gaps & map possible solutions for client and/or internal processes
• Improve client experience of SALT EB by streamlining processes & delivery

Competencies required:

• Matric
• Excel
• Communication (Written and Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time

QUALIFICATIONS

• Relevant BCom, or Bachelor’s Degree, MBA Preferable
• 10 years’ experience in a similar position
• EB experience
• Financial Acumen
• Certified Financial Planner (NQF Level 5) and other professional education requirements
• RE1 & RE5 qualification
• Employee Benefit Consulting experience of 10 years essential
• Excellent command of English
• 5years experience in the Retirement Fund industry/Employee Benefits
• Ability to work independently and as a team member
• Knowledge of other SA Legislation
• solving skills
• Excellent communication skills (verbal & written)
• The incumbent may not be someone previously removed from an office of trust
• based on misconduct involving dishonesty
• The incumbent may not hold a criminal record

ORGANIZATIONAL VALUES

• Ensure adherence to all organizational objectives
• Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
• Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organisational events as required.

PURPOSE OF THE ROLE:

• To ensure compliance in the Private Security Sector Provident Fund (PSSPF) by participating employers to the Pension Fund’s Act of 1956 with specific emphasis to Section 13A.
• To ensure compliance in the National Bargaining Council Private Security Sector (NBCPSS) by all security companies in the industry.
• Inform and ensure that transgressing employers are charged LPI and pay it over to PSSPF or NBCPSS
• To ensure employers who comply with the Act as per above are issued with Compliance Letters for PSSPF and Compliance Certificates for NBCPSS
• To perform inspections as various employers and provide reports to NBCPSS
• To deal with member complaints coming from the NBCPSS and to provide feedback on the complaints
• To keep participating employers up to date with PSSPF and NBCPSS industry information that affects both employers and their employees.
• To create and maintain relationships with all relevant stakeholders i.e. PSIRA, Unions etc.
• To manage the relationship between participating employers and the back office.
• To understand NBCPSS and PSSPF operational requirements and be able to explain to participating employers.
• Be responsible for new employer registration in their designated working regions for both the PSSPF and NBCPSS
• Ensure complete and accurate documents are sent to the back office for registration of new employers

KEY ACTIVITIES

• Investigate employer Non-Compliance with NBCPSS and PSSPF
• Ensure that compliant employers receive compliance certificates for both NBCPSS and PSSPF
• Perform employer inspections as required by the NBCPSS
• Receive and attend to stakeholder complaints and report on outcomes
• Perform PSSPF and NBCPSS awareness and member education for all stakeholders
• Refer all employers requesting AOD arrangements to the Fund and be part of any sessions and outcomes
• Ensure that all new employers are registered with the PSSPF and NBCPSS as per the PSSPF SLA and Main Collective Agreement

Reporting and Admin

• Submit weekly visits and engagements weekly
• Provide a yearly and monthly planner for review
• All travelling requests to be done in line with the year planner. Any urgent requests to be accompanied by motivation.

Innovation and Team Player

• Be a team player at all times, meaning work well with your colleagues.
• Treat each client with respect.
• Build and maintain relationships at all levels with internal departments to enhance organisational effectiveness and efficiency.

Relationship Management

• Strictly adhere to the rules and policies of the Fund, legislation, administration procedures and service level agreements.
• Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.
• Attend internal and external training required.

Time Management

• Excellent time management.
• Flexible and ability to work under pressure and multitask.

KPI

1. 70% of employers must pay contributions on time and send schedules on time, portfolio of evidence to show effort to ensure objective is met.
2. Portfolio of evidence on non-compliant employers and those that have been passed on to the legal team and legal and compliance
3. Portfolio of evidence (inspection sheets) of all inspections carried out.
4. No outstanding documentation of more than a month for new employer registrations
5. Number of new employers registered versus total employers engaged
6. Portfolio of evidence submitted to support all work done
7. Evidence of engagements with stakeholders
8. Employer engagements per month and communication as per required deliverables to employers in your regions or portfolio.
9. Portfolio of evidence for all employer engagements
10. Evidence of sharing of Fund and NBC information as and when required
11. Updated employer addresses
12. All reports submitted on time and accurate

COMPETENCIES REQUIRED

• Matric
• Basic Excel skills
• Communication (Written and Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and at least 2 years Industry experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time
• Customer service
• Negotiation skills

ASSESSMENT

• Industry knowledge
• Excel – intermediate
• Excellent customer service
• Time management/Planning
• Negotiation skills
• English (Reading, Speaking)
• Report writing

The Contributions Manager is responsible for the overall management of the contribution department. The duties include, managing, planning, monitoring and reporting. Providing assistance to Client Services, the Call Centre, Claims team, employers and external service providers. The Contributions Manager reports to the Head Administration.

AREAS OF RESPONSIBILITIES

Meet production standards in terms of quantity and quality.

Liaise with employers and service providers both written and verbal.

Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.

Ensure email communication, whether internal or external is dealt with professionally and within the service level agreement.

Coordinate and monitor all contribution related activities which includes monthly contribution cycles, ad hoc contributions, data maintenance and client enquiries.

• Ensure all funds comply and is administered according to the rules, policies, legislation, administration procedures and the service level agreements applicable to each fund.
• Identify, develop, enhance and implement policies and procedures that are relevant to the contributions department.
• Follow up on audit findings and recommendations.
• Compile job descriptions for all levels within the contributions department.
• Set and agree performance areas with staff and manage employee performance.
• Delegate work to staff.
• Coordinate departmental leave.
• Compile accurate reports required by management in the required format.
• Any other duties as determined by the Head: Administration.

RECORD KEEPING AND FILING

• Keep all email correspondence for future reference

QUERY RESOLUTION

• Attend to all email and telephonic enquiries both internal and external.
• Assist Client Services, the Call Centre, Claims team, employers and external service providers to resolve queries.
• Follow through and provide client with on-going feedback until enquiry is resolved.
• Support a positive and responsive climate for client enquiry resolution.
• Action all escalated enquiries within 24 - 72 hours.
• Report any irregularities to the Head: Administration.
• Monitor escalations and complaints and recommend preventative measures.

TEAM SUPPORT

• Accept accountability and take responsibility for any work done or allocated.
• Display a willing and helpful attitude.
• Select, assign, lead and manage people
• Train, mentor and coach staff.
• Maintain staff relations.

RELATIONSHIP MANAGEMENT

Build and maintain relationships at all levels with service providers and internal departments to enhance organisational effectiveness and efficiency.

Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interests, reputation and goodwill of the company

TIME MANAGEMENT

• Excellent time management.
• Must be available to work overtime when the need arises.
• Flexible and ability to work under pressure and multitask.

EDUCATION, LANGUAGE AND QUALIFICATIONS

• Matric certificate with maths.
• Good command of English.
• FICA awareness training.

ESSENTIAL KNOWLEDGE, SKILLS AND EXPERIENCE

• At least 6 years employee benefits / retirement fund administration experience specifically in a similiar role processing retirement fund contributions and dealing with employers and external providers.
• A solid knowledge of pension fund legislation, regulations and guidelines.
• Everest experience will be advantageous.
• Knowledge and understanding of unitisation.
• Good knowledge of Microsoft Outlook, Word and Excel.
• Excellent numerical skills with attention to detail' and accuracy
• Methodical and meticulous.
• Good verbal and written communication skills.
• A self-starter who can work independently with minimal support but who can also work in a team environment.

The Snr Manager will be responsible for working with the Head Admin to provide strategic direction and input re. The Claims function of SEB in line with client needs and working closely with the Executives and IT to implement and drive strategic changes. To manage a large team of client services administrators for a portfolio of funds. Lead the team and manage workflow.

The Senior Manager will have the responsibility of overseeing and managing all claim related functions relative to various funds. S/he will lead the teams and manage workflows. The duties include providing quality administration to Trustees, members, employers and intermediaries of Participating Employers, Client Services Support team and external service providers. The Senior Manager is responsible for ensuring that the client services agreements, client service level agreement and regulatory obligations are honored. The Senior Manager will be responsible for attending client and trustees meeting and is also required to work closely with all internal serving teams to ensure excellent service delivery. The Senior Manager reports to the Head of Admin.

RESPONSIBILITIES

• Responsible for managing all the related claims administration functions
• Responsible for initiation and roll-out of strategic initiatives and ensuring the highest service levels to clients
• Ensuring adherence to legislation and client expectations
• People Management : Training and empowerment of staff, Staff retention and recruitment, Succession planning, Recruit and train personnel and allocate responsibilities and office space
• Assess staff performance and provide mentoring and guidance to ensure maximum efficiency
• Ensure claims functions operate within budget
• Ensure required reporting to internal and external stakeholders
• Ensure maintenance of client relationships
• Responsible for the management of both strategic and operational projects related to the area – E.g. Planning for backlog / legacy work
• Ensure business systems are utilized optimally and effectively
• Maintaining interdivisional communication and relationships
• Managing the team to ensure compliance of set timelines and standards as defined in SLA with specific reference but not limited to following business events:
  • All claim type activity (Everest)
  • Claim event communication
  • Full administration function on Funds (Everest)
  • Insured benefits with reference to premiums and claims (Everest)
• Take full responsibility for the planning and coordination of the administrative procedures and systems and devise ways to streamline processes
• Ensure the smooth and adequate flow of information within the team to facilitate other business operations
• Manage team deadlines
• Applying the rules, policies, legislation and administration procedures of the relevant Funds in accordance with the company’s standards, policies and relevant service level agreements
• Work closely with the CRM to ensure effective, timeous and accurate reporting to the clients
• Prepare and present exemplary consolidated reports on all Claim administration matters

RECORD KEEPING AND FILING

• Ensure all documentation relating to funds are saved in the member profile on the system by the administration teams
• Ensure appropriate notes are recorded in the member profile on the system by the administration teams
• Ensure teams comply with the full fund administration system filing

REPORTING

• Ensure teams prepare, analyses and present ad hoc reports as and when requested
• Ensure teams prepare, analyses and present an accurate report for Trustees meetings
• Have the ability to report at Trustee meetings

QUERY RESOLUTION

• Ensure teams attend to queries or inquiries by members within the required timelines
• Provide assistance to Employers or service providers where necessary

INNOVATIVE & TEAM PLAYER

• Be able to work independently with minimal supervision
• Abide by audit findings as directed
• Build and maintain supportive relationships both internally and externally

RELATIONSHIP MANAGEMENT

• Build and maintain positive relationships with all clients and service providers
• Build and maintain supportive relationships with teams internally
• Ensure that all communication sent internally and externally is dealt with professionally

TIME MANAGEMENT

• Devote the whole of your time, attention and abilities during working hours to the discharge of your duties.
• Meet production standards in terms of quantity and quality.
• Manage work outflow timeously
• Innovative and Team Player
• Self-starter and ability to work independent
• Liaison with the Fund representatives or service providers to facilitate the resolution of complaints
• Actively participating and be actively involved in the strategic management of the office
• Be sufficiently familiar with organizational development and change management processes to
• have a positive impact on the management of a team
• Maintain strong relationships with stakeholders and relevant Authorities

COMPETENCIES REQUIRED

• The minimum requirements and preferred attributes for the position are:
• Relevant BCom or Bachelor’s degree
• 15 years’ experience in Financial Services
• 10 years in Senior Managerial positions
• Employee Benefit Administration experience
• Employee Benefit Accounting experience
• Higher Certificate in Business Studies / Retirement Funds
• Matric
• Excel
• Communication (Written and Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time

QUALIFICATIONS

• Relevant BCom, or Bachelor’s Degree, MBA Preferable
• 10 years’ experience in a similar position
• EB experience
• Financial Acumen
• Excellent command of English
• 5years experience in the Retirement Fund industry/Employee Benefits
• Ability to work independently and as a team member
• solving skills
• Excellent communication skills (verbal & written)
• The incumbent may not hold a criminal record

ORGANIZATIONAL VALUES

• Ensure adherence to all organizational objectives
• Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
• Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organizational events as required.

PURPOSE OF ROLE

• The ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise.
• The ability to Analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports.
• Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions
• The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily
• Perform quality assurance based on the specialized requirements of the role.
• Should be able to ensure strong stake holder management ito Communication ie. feedback to clients, managing clients, responding to clients, attend to queries timeously
• Engage in a professional manner whether it be verbal or face to face
• Have the ability to communicate via different communication channels
• Ensure that the brand or image of SEB is always maintained by adhering to the values (in keeping in line with the KPI and values of the company)
• Be a strong team player
• Have both both industry knowledge and experience
• Ensure that the role is carried out with the relevant accuracy, attention to detail and following instructions.
• Ensure that judgement and attention to detail is applied to the role
• Ensure that the role is completed within required deadlines and should have the ability to organize, plan, set goals and deliver accordingly.
• Strong interpersonal skills as cross team collaboration is required.
• Have the ability to innovate in the role
• Quality of work should be thorough
• Conscious of the abuse of company resources

RESPONSIBILITIES

Specialist Requirement : The role of the Section 13A – Employer Management and Maintenance Administrator is to:

• Manage the daily uploading of the bank statements and the linking of the deposits received within agreed upon timeframes
• Prepare the monthly balancing of the cashbook transactions
• Monitor the unidentified deposits and ensuring that, as far as possible, these are moved from unidentified to identified
• Assist with the preparation of the Section 13A reports for the Principal Officer
• Assist with the generation of the Section 13A letters to non-compliant employers
• Assist with the preparation of Administration reports for Trustee meetings
• Responsible for the preparation and of the recons requested from the fund, service providers appointed by the fund, employer, etc.
• Responsible for the preparation of the recons for Section 13A Confirmation letters and requesting outstanding information needed for compliance
• Assist with any other ad-hoc projects delegated by the Team Leader
• Manage requests for Section 13A Confirmation letters received
• Manage the updating of historic schedule information, splitting of the Contributions and Late Payment Interest on employers

Team Support

• Be able to work independently with minimal supervision
• Build and maintain supportive relationships both internally and externally
• Accept accountability and take responsibility for any work done or allocated.
• Display a willing and helpful attitude.
• Action any other responsibilities allocated by the manager / team leader

Client Relations

• Attend to all email and telephonic enquiries both internal and external.
• Assist internal and external service providers
• Applying the rules, policies and administration procedures of different funds in accordance with the Company standards or service level agreements
• Follow through and provide client with on-going feedback until enquiry is resolved – where applicable.
• Support a positive and responsive climate for client enquiry resolution.
• Action all escalated enquiries within 24 - 72 hours.

Time Management

• Must have excellent time management.
• Manage work outflow timeously
• Flexible and ability to work under pressure and multitask
• Ensure that the SLA’s are adhered to

KPI OF THE ROLE

The Section 13A Administrator is to expected to

• Manage the daily uploading of the bank statements and the linking of the deposits received within agreed upon timeframes – this is to be done daily
• Prepare the monthly balancing of the cashbook transactions - this is to be done monthly – before the 6th of the month
• Monitor the unidentified deposits and ensuring that, as far as possible, these are moved from unidentified to identified - move all payments from unidentified to identified within 48 hours of the notification being received
• Assist with the preparation of the Section 13A reports for the Principal Officer – before the 25th of the month
• Assist with the generation of the Section 13A letters to non-compliant employers – before or by the last day of each month
• Assist with the preparation of Administration reports for Trustee meetings - before the 7th of the month
• Responsible for the preparation and of the recons requested from the fund, service providers appointed by the fund, employer, etc.- to be done within 48 hours of receipt of the request
• Responsible for the preparation of the recons for Section 13A Confirmation letters and requesting outstanding information needed for compliance – to be done daily and the team need to ensure that the number of Section 13A Confirmation letters increase by 10% per month
• A minimum of 25 recons per day are to be done – combined checking for Section 13A letters and new requests
• Assist with any other ad-hoc projects delegated by the Team Leader – within the time frames as set by the Team Leader
• Manage requests for Section 13A Confirmation letters received – to be actioned with 48 hours of receipt
• Manage the updating of historic schedule information, splitting of the Contributions and Late Payment Interest on employers - to be actioned with 48 hours of receipt

COMPETENCIES REQUIRED

• Matric
• Excel
• Communication (Written & Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time

QUALIFICATIONS

• Matric with Mathematics/Accounting
• Excellent command of English
• At least 3 years experience in similar position
• Employee Benefits/Retirement Fund industry experience is essential
• Everest experience will be advantageous
• Intermediate MS Excel skills
• Problem solving skills
• Attention to detail
• Good communication skills (written and verbal)

ORGANIZATIONAL VALUES

• Ensure adherence to all organizational objectives
• Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
• Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organizational events as required.