Senior Administrator MMH260818-17

Role Purpose

Effective execution of retirement fund administration in line with business, legislative and industry requirements; thereby improving the overall client experience.

Requirements

• Grade 12.
• 6-8 Years' Employee Benefits experience.
• Knowledge and understanding of Life Insurance products and services and Industry Legislation.
• Knowledge of Pension Funds Act and Treat your Customers Fairly.
• 1-2 Years' leadership experience will be advantageous.

Duties and Responsibilities

• Resolve escalated claim queries and ensure queries are processed in a timeous manner.
• Monitor and manage the adherence to the service level agreements.
• Be responsible for, coaching and guiding the team in processes and procedures.
• Competence and high level of understanding of retirement fund daily processing, including contributions processing and managing defaults in line with S13A of the PFA.
• Guiding Administrators in Death claims processing in line with S37 of the PFA where required.
• Ability to understand and resolve member and employer queries expeditiously.
• Ability to perform reconciliations on member transactions to resolve complex queries.
• Ability to coach and guide Administrators in day-to-day functions.
• Assist the Administration Manager in their day-to-day oversight duties of the Administration team and stand-in when the Manager is not available.
• Ensure that the necessary risk management controls are in place.
• Assess, quality control and authorise the payment of claims.
• Provide factual, logical, expertise and informative feedback to clients and stakeholders.
• Build and maintain relationships with clients, internal and external stakeholders.
• Deliver on service level agreements with all stakeholders to ensure that client expectations are met and managed.
• Make recommendations to improve client experience and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Ensure compliance to regulatory Treating Customer Fairly outcomes.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Encourage innovation, change agility and collaboration within the team.
• Develop and maintain productive and collaborative working relationships with peers, team members and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Responsible to manage, identify and mitigate risk through the adherence of the claims process.
• Identify to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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