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Manager: Complaints Resolution

PURPOSE OF ROLEThe 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 solutionsThe ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedilyPerform quality assurance based on the specialized requirements of the role.Should be able to ensure strong stake holder management ito Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeouslyEngage in a professional manner whether it be verbal or face to faceHave the ability to communicate via different communication channelsEnsure that the brand or image of SEB is always maintained by adhering to the values (in keeping in line with the KPI and values of the company)Be a strong team playerHave both both industry knowledge and experienceEnsure that the role is carried out with the relevant accuracy, attention to detail and following instructions.Ensure that judgement and attention to detail is applied to the roleEnsure that the role is completed within required deadlines and should have the ability to organize, plan, set goals and deliver accordingly.Strong interpersonal skills as cross team collaboration is required.Have the ability to innovate in the roleQuality of work should be thoroughConscious of the abuse of company resourcesPEOPLE MANAGEMENTImplement the culture transformation programme that will enable the delivery of Salts strategic intent and identified ideal behaviors to improve employee engagement and reduce employee turnover.Develop a high performing team by embedding formal performance development and informal coaching. Implement talent acquisition, engagement and recognition process in line with this.ATTRACTION AND RETENTIONAttract, develop, retain and deploy quality employees to realise their full potentialDevelop a high performing team by embedding formal performance development and informal coaching. Implement talent acquisition, engagement and recognition process in line with this.Establish and maintain a succession plan for the team. Ensure that poor performance in the team is addressed through the formal Programme and that continued poor performance is appropriately dealt with.To ensure that talent sourcing should be aligned to Employment Equity targets.SKILLS CAPABILITY AND BUILDBuild of new world in conjunction with being the best pensions administration company in SASkills gap analysis and skills development for affected to ensure change readiness for operating environment.Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executedTake accountability for maintaining and monitoring the people risk within the business areaAdherence to HR policy and review of existing policies and procedures and managing people in line with this.RESPONSIBILITIESTimeous Reponses to QueriesManagement of identification in the team to source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all partiesManage the team to provice accurate query response within the stipulated timelinesHave good problem solving capabilities to solution end to endRecord Keeping/FilingEnsure reporting and to Record/track complaints and determinations received from the PFA, FSCA and other sources and to provide Exco with risk and completionHave a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant AuthoritiesReportingControlling the outcome of PFA determinations issued and ensuring adherenceProvide a weekly report/update of all complaints to ManagementProvide monthly reports for the relevant stakeholdersBe able to deal with Board of Trustees and other stakeholder enquiriesTime and Quality ManagementMeet production standards in terms of quality and quantityEnsure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreementsKPIInvestigation of Pension Funds Adjudicator (PFA) complaintsRespond to PFA/FSCA complaints in respect of the different Funds Administered by SALT EB within the prescribed timeframes.Draft eight responses per day, forty per week and one hundred and sixty per monthTimeous implementation of OPFA determinations.Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted responseAttend to PFA queries relating to responses/Attorney and member queriesEnsure that all the matters are attended to timeously and deliver high quality workRECORD KEEPINGRecording of new complaints and determinations for reporting purposes to EXCO and relevant stakeholders.COMPETENCIES REQUIREDMatric and Bcom AdvantageousExcelCommunication (Written and Verbal)English (Business writing and email etiquette)Stakeholder management (CRM)Industry knowledge and experienceAccuracy and attention to detailJudgement and Decision MakingWorking under pressure And Deadline drivenOrganizational skills / Planning and prioritizingInterpersonal skillsSettings goalsCross team collaborationInnovationManagement of timePeople ManagementAnalysis of dataJudgement/Decision makingInnovationNegotiation and Conflict ManagementNetworkingPersuasion, Prospecting,Public SpeakingResearchComputer literacy.Pensions Law knowledge, particularly the Pension Funds Act 24 of Knowledge of other SA Laws relevant to the Retirement Fund Industry3 to 5 years experience in PFA case management or complaints resolution3 to 5 years experience in the Retirement Fund Industry/Employee BenefitsQUALIFICATIONSRelevant BCom, or Bachelors Degree, MBA Preferable10 years experience in a similar positionEmployee Benefits experienceFinancial Acumen
Johannesburg, GT, ZA