Key Responsibilities

• Lead, coach, mentor and manage the performance of the Death Benefits Investigations team, fostering a culture of accountability, continuous improvement and high service standards.

• Set clear performance objectives, conduct regular one-on-ones, performance reviews and development discussions.

• Manage workload allocation, prioritisation and capacity planning to ensure optimal turnaround times and quality outcomes.

• Identify training needs and support the professional development of team members.

• Hold team members to account and ensure minimum targets are met.

• Oversee the end-to-end investigation of death benefit claims, including verification of death, identification and validation of beneficiaries, assessment of eligibility, and determination of benefit entitlements in accordance with fund rules and applicable legislation.

• Review complex, high-value or escalated cases and provide technical guidance and quality assurance.

• Ensure mathematical accuracy in all benefit calculations, apportionments, tax considerations and payment instructions.

• Maintain rigorous attention to detail in documentation review, data capture and record-keeping to minimise errors and audit findings.

• Act as a primary point of contact for clients (retirement funds, trustees, employers, administrators and insurers) on death benefit matters.

• Liaise empathetically and professionally with beneficiaries, family members and other interested parties to gather information, explain processes and communicate outcomes.

• Prepare clear, accurate and well-written correspondence, recommendations and reports for internal and external stakeholders.

• Build and maintain strong working relationships that support efficient information flow and positive client experience.

• Consolidate monthly management reporting.

• Ensure all investigations and recommendations comply with the Pension Funds Act, Income Tax Act, relevant FSCA directives, fund rules, insurance policy terms and internal policies.

• Identify and escalate potential risks, conflicts of interest, fraud indicators or regulatory concerns timeously.

• Support internal and external audits and respond promptly to queries from regulators, ombuds or legal representatives.

• Contribute to continuous improvement of claims investigation processes, workflows and controls.

• Project manage or actively participate in system development and enhancement initiatives related to death benefits investigations, including requirements gathering, testing, implementation support and user training.

• Monitor key performance indicators (turnaround times, quality scores, backlog, client satisfaction) and implement corrective actions where required.