About the position
Strategic Review and Operational Efficiency
- Develop and implement plans for the section that support Pension Administration services and the company's objectives, ensuring optimisation of current business and workflow processes
- Manage and monitor
- all benefit processing activities in accordance with the benefits as defined in the rules of the Fund and applicable legislation.
- the contributions allocation, reconciliation in line with Section 13C (A)
- Data accuracy and integrity all member categories
- Unclaimed benefits and Evidence of Survival reviews, tracing and verification
- Fund valuation and all audits
- Provide interpretation advice on the application of the Rules of Fund.
- Ensure that audit controls are in place and audit requests are followed up.
- Participate on the Funds' Committees and take decisions based on formal documentation and administration issues
- Organise employer refunds or recover money from employers, as required.
- Liaise with stakeholders and deal with escalated queries and issues related to the section.
- Manage the administration system, checking that accurate record keeping and query management is adhered to.
- Manage Issue and query log for the department, monitoring turnaround times and responses to queries.
- Compile monthly statistical reports on the departmental activities and performance alongside the Key performance Indicators and Service level agreements.
- Provide insights and data to the Member Experience team to enable the continuous improvement of services.
- Regular review of operational dashboards (claims, payroll, contact center, consultants) to track key performance indicators (KPIs).
- Identification and analysis of inefficiencies missed SLAs, and non-compliance issues.
- Establishment of corrective action plans for underperforming areas and monitoring their implementation.
Project Management and Cross-departmental Collaboration
- Facilitate cross-departmental coordination to ensure smooth and efficient operations between claims, payroll, contact centre, and consultants.
- Organize regular meetings with department heads to discuss operational challenges and identify areas for collaboration.
- Develop and enforce standardized workflows that ensure seamless member services across departments.
Provide input to the strategic management of the section
- Contribute ideas for improved service delivery at Management meetings.
- Compile comprehensive business reports for this function, highlighting successes and risks in terms of achieving the section's objectives.
- Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
- Develop, enhance and implement processes and procedures that are relevant to the section and enhance service delivery.
- Address and resolve escalated member queries and complaints with urgency and professionalism.
- Work closely with departments to identify root causes of issues and implement corrective actions.
- Provide regular updates to the executive team on the status of escalated complaints and resolutions.
People Leadership
- Manage planning of resource requirements, ensure sufficient capable resources are in place to meet service delivery demands, maintaining the effective and efficient capability of the department.
- Build a high performing team where the best people are deployed in the right roles and deliver against strategy.
- Ensure that all employees are motivated, developed.
- Manage employees' performance and ensure that their individual and collective performance is of the required standard.
- Inspires, aligns and engages employees around the vision and strategy of the Fund, it's values. maximising employee engagement and willingness to invest discretionary effort.
- Oversee and provide support to five departmental managers handling claims, payroll, contact centre, consultants, and related services.
- Conduct regular one-on-one performance meetings with managers, focusing on setting goals, providing coaching, and resolving issues.
- Monitor department KPIs and SLAs, ensuring alignment with overall strategic goals.
Financial management
- Forecast annual capital and operational expenses, for the section, in line with corporate policy.
- Manage costs against approved budget, providing meaningful variance analysis reports.
- Investigate methods to contain / reduce costs.
Corporate Governance
- Provide detailed, accurate information for internal and external audit purposes within specified deadlines.
- Action audit issues identified within time frames indicated.
- Implement controls within the section which minimize potential risk to stakeholders.
- Ensure an up-to-date asset register of all equipment allocated to the section.
- Compile accurate financial reconciliations, reflecting the status of the section.
- Maintain sound relationships with key stakeholders within the company.
- Participate in management forums within the company, contributing expertise to enable sound decision-making.
- Ensure adherence to the Fund's Delegation of Authority (DOA) for claims, payments, and travel approvals.
- Implement regular audits and risk assessments to ensure operational compliance.
- Ensure compliance with industry regulations and internal policies.
Contribute to the team
- Provide assistance to internal and external stakeholders, as required.
- Assist with follow-up on issues identified within the section.
- Liaise with the Participating employer HR's, other Pension Administration staff and Finance on member and pensioner benefits issues.
- Participate in the company's projects, contributing knowledge of benefits investigation processes and requirements.
TECHNICAL COMPETENCY REQUIREMENTS
- Working knowledge of Pension Fund Rules
- Basic knowledge of Income Tax Act, Divorce Act, Pension Funds Act, Child Care Act, Marriage Act, Recognition of Customary Marriage Act, Mental Health Act
- Excellent understanding of Benefit administration and Member Data Management
- Knowledge of Law - Section 37 (C) allocation of death benefit lump sums
REQUIRED MINIMUM EDUCATION/TRAINING
- Relevant Bachelor's Degree NQF Level 7. Registered with professional bodies - where applicable
REQUIRED MINIMUM WORK EXPERIENCE
- At least 6 years job-related experience (preferably in a pension administration managerial role), which should include at least 2 years' experience in a management role.
- Analytical with strong planning and administrative skills.
Desired Skills:
- Commucation
- People Management
- KPI management
- Operations responsibility
Desired Work Experience:
Desired Qualification Level:
