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    Manager: Complaints and Queries Resolution - Johannesburg, South Africa - Salt Employee Benefits

    Salt Employee Benefits
    Salt Employee Benefits Johannesburg, South Africa

    4 days ago

    Default job background
    Full time
    Description

    SALT EB is seeking to appoint a candidate who is results-driven, passionate about service delivery and thrives under pressure to lead, manage and control the activities of the administrator's complaints and queries resolution unit within the Legal Risk & Compliance Department.

    RESPONSIBILITIES

    • Oversee and manage the administrators' complaints and queries unit within the Department;
    • Oversee and manage the administrators' reconstruction and determination unit within the Department;
    • Handle all complaints and enquiries referred to the Department;
    • Manage the processes of referral of matters to internal and external stakeholders;
    • Ensure timeous filing of responses on behalf of funds administered by SALT EB in accordance with the SLA's;
    • Enhancement of the complaints management process flow;
    • Attend to administrative and managerial responsibilities of the team as directed by the Head of Department;
    • Prepare monthly, quarterly and annual reports on matters handled by the Unit;

    RECORD KEEPING AND FILING

    • Ensure all documentation relating to umbrella funds are saved in the member profile on the system
    • Ensure appropriate notes are recorded in the member profile on the system
    • Full fund administration system filing

    REPORTING

    • Prepare, analyse and present ad hoc reports as and when requested
    • Oversee and manage the administrators' complaints and queries unit within the Department;
    • Oversee and manage the administrators' reconstruction and determination unit within the Department;
    • Handle all complaints and enquiries referred to the Department;
    • Manage the processes of referral of matters to internal and external stakeholders;
    • Ensure timeous filing of responses on behalf of funds administered by SALT EB in accordance with the SLA's;
    • Enhancement of the complaints management process flow;
    • Attend to administrative and managerial responsibilities of the team as directed by the Head of Department;
    • Prepare monthly, quarterly and annual reports on matters handled by the Unit;

    RECORD KEEPING AND FILING

    • Ensure all documentation relating to umbrella funds are saved in the member profile on the system
    • Ensure appropriate notes are recorded in the member profile on the system
    • Full fund administration system filing

    REPORTING

    • Prepare, analyse and present ad hoc reports as and when requested

    QUERY RESOLUTION

    • Attend to queries or inquiries by members within the required timelines
    • Provide assistance to Employers or service providers where necessary

    INNOVATIVE & TEAM PLAYER

    • Be able to work independently with minimal supervision
    • Abide by audit findings as directed by the Head of Administration or Head Legal, Risk and Compliance
    • Build and maintain supportive relationships both internally and externally

    RELATIONSHIP MANAGEMENT

    • Build and maintain positive relationships with all clients and service providers
    • Build and maintain supportive relationships with teams internally
    • Ensure that all communication sent internally and externally is dealt with professionally

    TIME MANAGEMENT

    • Devote the whole of your time, attention and abilities during working hours to the discharge of your duties.
    • Meet production standards in terms of quantity and quality.
    • Manage work outflow timeously

    QUALIFICATIONS

    • A Bachelor's Degree in law or commerce.
    • The candidate must have proven relevant and practical experience of at least 5 years within a financial services industry.
    • A good understanding of the complaints management processes and systems for pension fund administrators approved in terms of section 13B of the Pension Funds Act.
    • Ability to assess facts, interpret legislation and draft legal documents.
    • Experience in team management and ability to motivate staff to achieve high levels of performance and professionalism.
    • Strong administrative skills including being deadline driven.
    • Ability to work effectively under pressure whilst upholding an emphasis on quality.
    • Excellent verbal and written communication skills.
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