Specialist Team Leader - Computations - Employee Benefits 3 - 5 years'' PFA case management/complaints resolution exp

Our client, a dynamic Financial Services Provider based in Midrand is seeking to employ a Specialist Team Leader – Computations - 3 - 5 years PFA case management/complaints resolution exp

To be in charge of two staff members

Purpose of the 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
• Perform Quality assurance based on the specialised requirements of the role
• Should be able to ensure strong stakeholder management I r o Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously
• Engage in a professional manner whether it is verbal or face to face
• Have the ability to communicate via different communication channels
• Ensure that the brand/image of the Company is always maintained by adhering to the values (in keeping with the KPI and values of the Company
• Be a strong team player
• Have both industry knowledge and experience
• Ensure that judgement and attention to detail is applied to the role
• 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

PEOPLE MANAGEMENT

Implement the culture transformation programme that will enable the delivery of the Company’s strategic intent and identified ideal behaviours to improve employee engagement and reduce employee turnover

Develop a high performing team by embedding formal performance development and informal coaching, implement talent acquisition and recognition process in line with this

AREAS OF RESPONSIBILITIES

Checking and Authorisation of Reconstructions

• Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties
• Accurate reconstructions and response within the stipulated timelines
• Have good problem solving capabilities
• Analytical with knowledge of reconstructions

Record Keeping/Filing

• Record/Track progress and output
• Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities

Reporting

• Provide weekly reports/updates of all complaints to Management
• Provide monthly reports for the relevant stakeholders
• Be able to deal with Boards of Trustees and other stakeholder enquiries
• Time Management - meet production standards – quality and quantity
• Ensure written and verbal communication (internally and externally) dealt with in professionally within the agreed service level agreements.

KPI’s

Investigations of Pension Fund Adjudicator (PFA) Complaints

Respond to PFA/FSCA complaints in respect of the different Funds administered by the Company within the prescribed timeframes

Check and approve 20 reconstructions per day, 100 per week and 400 per month

Timeous completion of reconstructions

Ensure that the responses to PFA and other stakeholders are of a high quality standard and furthermore to ensure that supporting documents relate to the drafted response

Attending to PFA queries relating to responses/Attorney and member queries

Ensure that all the matters are attended to timeously and of a high quality

Record Keeping

Recording of all new complaints and determinations for reporting purposes for EXCO and relevant stakeholders.

COMPETENCIES REQUIRED

• Matric
• Excel
• Communication skills (written and verbal)
• English (Business Writing and e-mail etiquette
• Stakeholder Management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working Under Pressure and deadline driven
• Organisational skills/planning and prioritizing
• Interpersonal skills
• Setting goals
• Cross team collaboration
• Innovation
• Time Management
• Data Analysis
• Negotiation and conflict management
• Networking
• Persuasion and Prospecting
• Public Speaking
• Research
• Computer literacy
• Pensions Law Knowledge, particularly the Pension Funds At of 1956
• Knowledge of other SA Laws relevant to the Retirement Fund Industry
• 3 – 5 years’ experience in PFA case management or complaints resolution
• 3 – 5 years’ experience in the Retirement Fund Industry/Employee Benefits