- 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
- The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily
- Perform 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 timeously
- Engage in a professional manner whether it be verbal or face to face
- Have the ability to communicate via different communication channels
- Ensure 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 player
- Have both both industry knowledge and experience
- Ensure 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 role
- Ensure 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 role
- Quality of work should be thorough
- Conscious of the abuse of company resources
- Management 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 parties
- Manage the team to provice accurate query response within the stipulated timelines
- Have good problem solving capabilities to solution end to end
- Ensure reporting and to Record/track complaints and determinations received from the PFA, FSCA and other sources and to provide Exco with risk and completion
- Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities
- Controlling the outcome of PFA determinations issued and ensuring adherence
- Provide a weekly report/update of all complaints to Management
- Provide monthly reports for the relevant stakeholders
- Be able to deal with Board of Trustees and other stakeholder enquiries
- Meet production standards in terms of quality and quantity
- Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements
- Investigation of Pension Funds Adjudicator (PFA) complaints
- Respond 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 month
- Timeous 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 response
- Attend to PFA queries relating to responses/Attorney and member queries
- Ensure that all the matters are attended to timeously and deliver high quality work
- Matric and Bcom Advantageous
- 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
- People Management
- Analysis of data
- Judgement/Decision making
- Innovation
- Negotiation and Conflict Management
- Networking
- Persuasion, Prospecting,
- Public Speaking
- Research
- Computer literacy.
- Pensions Law knowledge, particularly the Pension Funds Act 24 of 1956
- Knowledge of other SA Laws relevant to the Retirement Fund Industry
- 3 to 5 years' experience in PFA case management or complaints resolution
- 3 to 5 years' experience in the Retirement Fund Industry/Employee Benefits
- Relevant BCom, or Bachelor's Degree, MBA Preferable
- 10 years' experience in a similar position
- Employee Benefits experience
- Financial Acumen
-
Administrator : Complaints Resolution
3 days ago
Salt Employee Benefits Johannesburg, South AfricaThe incumbent will be responsible for investigating members, Office of the Pension Funds Adjudicator (PFA) and FSCA complaints and queries against the Funds administered by SALT Employee Benefits and responding to them timeously and accurately. Furthermore, Perform quality assura ...
-
Client Complaints Resolution Officer
3 days ago
Nedbank Johannesburg, South Africa Freelance**Job Classification** · - **REQ: Refilwe Falatsi**: · - **Type: 6 month (Fixed Term Contract)**: · - **Closing Date: 14 March 2024**: · - **Division: Nedbank Insurance | Client Experience**: · - **Employment Equity Statement: Preference will be given to individuals from underrep ...
-
Administrator Complaints Resolution
1 day ago
Salt Employee Benefits Johannesburg, South Africa Full timePURPOSE OF 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 ...
-
Administrator : Complaints Resolution
6 hours ago
Salt Employee Benefits Johannesburg, South Africa Full timeThe incumbent 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 ...
-
Manager: Complaints and Queries Resolution
3 days ago
Salt Employee Benefits Johannesburg, South Africa Full timeSALT 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. · ...
-
Team Leader: Complaints Resolution
2 days ago
Salt Employee Benefits Johannesburg, South Africa Full timePurpose of role: · The incumbent must have the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. Further have the ability to analyze data and extract trends to ensure improvement of processes and or custome ...
-
Complaints Consultant
3 days ago
Hollard Recruitment Johannesburg, South Africa**Job Advert Summary**: · **Job purpose** · Manage the resolution of customer complaints received from various sources such as: Telephone, E-mail, Workflow, Branches, Website, Partners, Brokers, Web, CEO's office, Media, Social Media. · Retaining the policy holder, while maintain ...
-
Short Term Insurance Claims Handler
3 days ago
Absa Bank Limited Johannesburg, South AfricaEmpowering Africa's tomorrow, together one story at a time. · - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to re ...
-
Ombudsman Complaints Manager
8 hours ago
FirstRand Johannesburg, South AfricaJob Description · Dear Future, Ombudsman Complaints Manager · Are you someone who can: · - Manage team members within the context of defined processes, set required performance parameters and act as technical coach where required. · - End-to end analysis and investigation of Regu ...
-
Call Center
3 days ago
Skills Careers center Johannesburg, South AfricaCall center agents /Customer service Agents are needed for Entry Jobs. should be well-spoken, Service driven and able to work under pressure. · Qualification · Matric / Equivalent · - Receiving incoming telephone calls from customers and/or delivers scripted or non-scripted messa ...
-
Junior Claims Consultant
1 day ago
Ultra Personnel Johannesburg, South AfricaMatric is essential · Minimum of 1 - 2 years claims experience is essential · Computer literate on MS Office · Registering of new claims · Attend to client queries · Follow up on "Outstanding" claims · Processing supplier invoices · Processing payments within the turn-around time ...
-
Client Services Manager
1 day ago
LiebenGroup Johannesburg, South AfricaThe Client Services Manager is responsible for ensuring that the Client Services Team meets the needs of clients by advising on products, assist in resolving clients' issues, troubleshooting problems, resolving complaints and report according to KPI's and SLA's. The Client Servic ...
-
Ford Credit Management Services
8 hours ago
Absa Bank Limited Johannesburg, South AfricaBring your possibility to life Define your career with us · - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to rese ...
-
Complaints Specialist
1 day ago
Sanlam Johannesburg, South AfricaWho are we? · Sanlam Developing Markets [SDM] (a wholly-owned subsidiary of Sanlam Life Limited) is one of the top financial services providers in the South African entry-level and emerging middle market. It aims to understand the unique requirements of clients and offers a wide ...
-
Client Experience Specialist
1 day ago
Servest Careers Johannesburg, South Africa**Job Context**: · Servest (Pty) Ltd, a Leading Facilities Management Company has a challenging opportunity for Client Experience Specialist reporting to the National Strategic Key Accounts Manager to be based at their Waterfall Offices. The position is for their Cleaning Divisio ...
-
Sales Manager
3 days ago
HeadHunters Johannesburg, South Africa**Reference** · - PE002314/SC**Location** · - Gauteng, JHB - Northern Suburbs**Salary Interval** · - Monthly**Package** · - None-negotiable**Description** · **Our esteemed client, a prominent figure in the IT and Cyber Security sector, seeks to hire a seasoned Sales Manager situa ...
-
Customer Service Advisor
1 day ago
Webhelp Johannesburg, South Africa**Job Advert** · If you're looking for an opportunity to jump start your career and gain experience with different customers and clients, this is your time to shine We're looking for dynamic team players with a passion for people to provide exceptional customer service experience ...
-
Logistics Services Coordinator
3 days ago
Mayfly Agri (Pty) Ltd Johannesburg, South Africa**Minimum requirements for the role**: · - Must have a tertiary qualification in Logistics, Procurement, Operations and/or Supply Chain. · - Minimum 3 years hands on experience in a logistics, distribution, production or warehousing environment within the agricultural chemical in ...
-
Call Centre Manager
3 days ago
FirstRand Johannesburg, South AfricaAbout us, purpose, experience and qualifications · **about us**: · - make a promise · - be deeply invested · - value our differences · - build trust, not territory · - have courage · - always do the right thing · **purpose**: · - Manage activities ensuring levels are maintained, ...
-
Complaints Coordinator-2
3 days ago
FirstRand Johannesburg, South AfricaJob Description · To resolved complaints that have been escalated · To maintain accurate records and identify trends which may indicate weaknesses in business systems and processes · To drive customer service through a professional approach · - Provide operational support related ...
Manager: Complaints Resolution - Johannesburg, South Africa - Salt Employee Benefits
Description
PURPOSE OF ROLE
PEOPLE MANAGEMENT
Implement the culture transformation programme that will enable the delivery of Salt's 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 RETENTION
Attract, develop, retain and deploy quality employees to realise their full potential
Develop 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 BUILD
Build of new world in conjunction with being the best pensions administration company in SA
Skills 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 executed
Take accountability for maintaining and monitoring the people risk within the business area
Adherence to HR policy and review of existing policies and procedures and managing people in line with this.
RESPONSIBILITIES
Timeous Reponses to Queries
Record Keeping/Filing
Reporting
Time and Quality Management
KPI
RECORD KEEPING
Recording of new complaints and determinations for reporting purposes to EXCO and relevant stakeholders.
COMPETENCIES REQUIRED
QUALIFICATIONS