Complaints & Query Resolution Manager - Employee Benefits/Pension Funds

Our client, a dynamic Financial Services Provider seeks to employ a COMPLAINTS & RESOLUTION MANAGER EMPLOYEE BENEFITS based in the North JHB.

The candidate should be results driven, passion about service delivery and thrives under pressure to lead, manage and control the activities of the Administrators’ complaints and queries resolution unit within the Legal and Compliance Department

• Candidate must have B Degree Law/Commerce with 5 years within Financial Services Industry
• A good understanding of the complaints management processes and systems for Pension Fund Administrators approved
• Ability to assess facts, interpret legislation and draft legal documents.
• Strong Administrative skills including being deadline driven
• Ability to work effectively under pressure whilst upholding an emphasis on quality

KEY PERFORMANCE AREAS

• Oversee and manage the administrators’ reconstruction and determination unit within the Department
• Handle all complaints and enquiries referred to the Department
• Manage the processes of referral of matters to the internal and external stakeholders
• Ensure timeous filing of responses on behalf of funds administered by the Company in accordance with the SLA’s
• Enhancement of the complaints management process flow
• 
  Attend to administration and managerial responsibilities of the team as directed by the Head of Department
• Prepare monthly, quarterly, and annual reports on matters handled by the Unit

RECORD KEEPING AND FILING

• Ensure all documentation relating to umbrella funds are saved in the member profile on the system
• Ensure appropriate notes are recorded in the member profile on the system
• Full fund administration systems filing

REPORTING

• Prepare analyse and present ad hoc reports as and when required

QUERY RESOLUTION

• Attend to queries and enquiries by members within the required timelines
• Provide assistance to Employers or Service Providers where necessary

INNOVATION AND TEAM PLAYER

• Be able to work independently with minimal supervision
• Abide by audit findings as directed by the Head of Administration or Head Legal, Risk and Compliance
• 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 deal 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 outflows timeously.

SKILLS AND KNOWLEDGE

• Financial Management Knowledge
• Technical Management

SKILLS

• Project management
• Communication written and oral
• Networking/stakeholder management
• Problem solving
• Analysis
• Service delivery
• Judgement
• Sense of urgency
• Client orientation and customer focus
• Honesty and Integrity
• Product knowledge
• Innovation
• Organizational ability
• Negotiating and Conflict management
• Interpersonal skills
• Planning, organising and co-ordinating
• Setting goals
• Managing systems and processes
• Drive for results
• Decision making
• Creativity
• Action oriented
• Managing change
• Cross Group Collaboration