Service Suite Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Salt Employee Benefits Full time

The incumbent will provide direction and input re. the administration of SEB in line with client needs and working closely with the Executives to implement and drive strategic changes. Manage a large team of key account managers for a portfolio of funds. Lead the team and manage workflow. This role is focused on the achievement of the SEB Company Strategy through the provision of: Facilitation services for the planning, implementation and monitoring of customer engagement, benefit counselling, brand awareness, client take on and member education .Project management services to execute and manage key organization-wide strategic and operational projects.

BUSINESS IMPROVEMENT :

  • Analyze and identify opportunities for business process improvements wrt. Customer engagement, brand awareness, client take on , and education of members.
  • Study, assess, and analyze the current working environment to enhance processes to improve on and enhance the relationship with clients.

POLICIES, PROCEDURES AND PROCESSES:

  • Manage and ensure accessibility and effective implementation of policies, procedures and controls covering all areas of assigned departmental activity so that all relevant procedural / legislative requirements are fulfilled to ensure that the SLA for all clients are upheld

OPERATIONS MANAGEMENT:

  • Assist in the administration and monitoring of the day-to-day operations of the Admin teams / key account managers or key stakeholders externally within required performance parameters;
  • Provide administrative support to the COO and It to enhance the execution of her responsibilities;
  • Assist in the administration and all associated document management, governance and record keeping in line with SEB policies and procedures to maintain compliance and manage associated risks.

PROJECT MANAGEMENT:

  • Coordinate and support selected SEB strategic projects / initiatives from inception through planning, implementation, monitoring, evaluation and conclusion to ensure delivery of strategic objectives, on time and within budget and other constraints.
  • May be required to assist in data governance, research, analytics and reporting.

SECRETARIAL SERVICES:

  • Provide secretarial services on selected governance structures and decision-making committees on which the COO ;This includes logistics coordination, agenda planning, working with presenters to prepare prior to submission / presentation, material collection and distribution, attendee tracking and posting of minutes.
  • Contribute towards the negotiation of internal service level agreements where necessary.
  • Continuous improvement/ Innovation.
  • Contribute towards the identification of opportunities for continuous improvement of the SEB operational processes, productivity and cost reduction to enable alignment, strong communication, and effective collaboration across multiple stakeholders and to support the achievement of business excellence;
  • Develop the high-level business cases for change for discussion with Exco.

CUSTOMER ENGAGEMENT :

  • Responsible for building healthy relationships with all funds and stakeholders. (Responsible for interacting with them, addressing their concerns, and being their (customers') point of contact.
  • Responsible for managing the customer expectations and convey the same to relevant teams.
  • Interact with customers, identify their needs, and suggest new processes and services that suit their interests.
  • Lead various customer projects simultaneously and use different tools for the same.
  • Collect reviews and testimonials that appraise the brand image and to create engaging marketing plans for new processes and services
  • Developing engaging business plans to approach new prospects.
  • Use analytics/ reports/ engagements/ sub comms and data from CRM to boost the response rates and show a compelling return on investment (ROI).

CLIENT TAKE ON :

  • Onboarding new clients and develop working relationships.
  • Generating service reports for clients and senior management.
  • Keeping documentation and records of client interactions for training purposes.
  • Conducting customer service presentations and workshops.
  • Developing surveys and obtaining client information.
  • Offering advice to clients on products or services.

GENERAL :

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, analyze and present ad hoc reports as and when requested.
  • Prepare, analyze and present an accurate report for Trustees meetings.
  • Have the ability to report at Trustee meetings.

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.
  • 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:

  • Relevant BCom, or Bachelor's Degree, MBA Preferable
  • 8 - 10 years' experience in a similar position
  • EB experience and or Financial services

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