Description

To administer a Fund or portfolio of Funds (specialization may be applicable) according to the AF best practices and procedures within the time standards as defined in the clients Service Level Standards. To manage the overall administrative duties the business functional unit with higher operations insight to identify processes and operations improvement and other business opportunities to ensure delivery of quality service after reviewing specific tasks to both internal and external clients. Identify process and operations improvement and other business opportunities to improve efficiencies and create excellent customer experience.

Responsibilities

•  Reduction in E&O’s by following of processes and ensuring controls are in place to mitigate the risk of E&O’s.
•  Achieve average of 8 on NPS across Funds.
•  Review action items on NPS feedback from clients, aim for score of 8 or higher by servicing clients correctly.
•  Reduction in escalations from clients by monitoring and driving SLA in team.
•  Ensuring queries are addressed and responded to within SLS.
•  Follow through on all commitments made to clients.
•  Increase in the number of tasks processed that require no manual intervention from AF resources.
•  Adoption of Horizon workflow processes, ensuring bills and claims are processed through Horizon.
•  Ensuring manual processing is limited.
•  Data cleanup themes on member & fund level identified and plans in place to correct.
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•  Ensuring monthly health checks on performed, clean up of data, members with negative balances, monitoring members with money in the bank account to mitigate risks of E&O’s.
•  Ensuring operational excellence of all processes by maintaining and managing oversight of the team.
•  Achieve Operational Excellence by completing work in line with business best practices and procedures and Funds Service level standards:
•  Bills Process, Collections of deposits of other income, Claims Process.
•  Communications and reporting to clients.
•  Production of YE checklists.
•  Production of Benefit statements.
•  Responding to and clearing HSI’s.
•  People perspective.
•  Ensuring Company policies are read and kept up to date.
•  Applying new legislation and ensuring training and knowledge is kept up to date.

Requirements

•  Matric – Essential.
•  Requires entry level candidates with minimal or no work experience.
•  Adaptability and Flexibility.
•  Business relations.
•  Decision Making and Judgement.
•  Process Management.
•  Accountability and Dependability.
•  Planning and Organizing.
•  Problem Solving.
•  Customer Focus.