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    Manager Service Delivery Excellence - Johannesburg, South Africa - Salt Employee Benefits

    Salt Employee Benefits
    Salt Employee Benefits Johannesburg, South Africa

    Found in: Talent ZA C2 - 2 days ago

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    Full time
    Description

    PURPOSE OF THE ROLE

    The SDE Consultant will be responsible for overall delivery of designated client & managing the relationship.

    RESPONSIBILITIES

    Grow Relationships:

    • responsible for servicing & retaining the major client assigned to them
    • responsible for identifying enhancements & implementing where approved
    • track SLA delivery and manage accordingly at all levels including ee & er
    • ensure all required information reaches clients & relationship is developed

    Reduce Unresolved Queries :

    • Stakeholder engagement for client i.e. PFA, FSCA, Other
    • Resolution of escalated queries and/or communicating with client on problem areas
    • Treating stakeholders with care & in line with TCF, POPI & other applicable legislation

    Effective - Solution Driven.

    • manage delivery and query resolution to avoid complaints/escalations
    • Demonstrate commitment & determination to providing solutions to clients
    • Will be required to perform other functions from time to time

    Efficient - Delivery Management

    • to be punctual, meetings with internal & external service providers to remain current
    • Costs to be considered, demonstrating most effective methods for servicing client
    • Ensure comprehensive and speedy resolution to client queries
    • Internal & External reporting to be submitted timeously - escalating where necessary

    NEW–SALTEB Brand

    • Professional communication, updating client, well presented & knowledgeable on Fund
    • Annual planner for client and managing expected delivery internally and with client
    • Identify gaps & map possible solutions for client and/or internal processes
    • Improve client experience of SALT EB by streamlining processes & delivery

    Competencies required:

    • Matric
    • Excel
    • Communication (Written and Verbal)
    • English (Business writing and email etiquette)
    • Stakeholder management (CRM)
    • Industry knowledge and experience
    • Accuracy and attention to detail
    • Judgement and Decision Making
    • Working under pressure And Deadline driven
    • Organizational skills / Planning and prioritizing
    • Interpersonal skills
    • Settings goals
    • Cross team collaboration
    • Innovation
    • Management of time

    QUALIFICATIONS

    • Relevant BCom, or Bachelor's Degree, MBA Preferable
    • 10 years' experience in a similar position
    • EB experience
    • Financial Acumen
    • Certified Financial Planner (NQF Level 5) and other professional education requirements
    • RE1 & RE5 qualification
    • Employee Benefit Consulting experience of 10 years essential
    • Excellent command of English
    • 5years experience in the Retirement Fund industry/Employee Benefits
    • Ability to work independently and as a team member
    • Knowledge of other SA Legislation
    • solving skills
    • Excellent communication skills (verbal & written)
    • The incumbent may not be someone previously removed from an office of trust
    • based on misconduct involving dishonesty
    • The incumbent may not hold a criminal record

    ORGANIZATIONAL VALUES

    • Ensure adherence to all organizational objectives
    • Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
    • Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
    • Any other duties as determined by the business needs and to participate in all organisational events as required.
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