Operations Manager

SUMMARY:
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

POSITION INFO:

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.