Manager: Complaints and Queries Resolution

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 mínimal 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.
• 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.