Complaints Resolution Manager

6 days ago

Johannesburg, Gauteng, South Africa Salt Employee Benefits Full time

ROLE OBJECTIVE

  • Utilize analytical skills to investigate and apply specialized knowledge to data, aiming to achieve targeted outcomes in the designated area of expertise.
  • Analyze data to identify trends that facilitate process enhancements and elevate customer satisfaction, which may include innovative solutions and report generation.
  • Engage with current challenges faced by the team or organization, leveraging expertise to troubleshoot issues and deliver effective solutions.
  • Approach problems with the intent to utilize expertise and experience for swift resolution.
  • Conduct quality assurance in accordance with the specific requirements of the role.
  • Ensure robust stakeholder management through effective communication, including timely feedback and responses to client inquiries.
  • Maintain professionalism in all interactions, whether verbal or face-to-face.
  • Demonstrate proficiency in various communication channels.
  • Uphold the brand image of Salt Employee Benefits by adhering to company values and key performance indicators.
  • Exhibit strong teamwork capabilities.
  • Possess relevant industry knowledge and experience.
  • Execute responsibilities with precision, attention to detail, and adherence to instructions.
  • Apply sound judgment and meticulous attention to detail in all tasks.
  • Complete assignments within established deadlines, demonstrating effective organization, planning, and goal-setting.
  • Foster strong interpersonal relationships, facilitating cross-team collaboration.
  • Innovate within the role to enhance performance.
  • Deliver thorough quality of work.
  • Be mindful of the responsible use of company resources.

TEAM MANAGEMENT

Implement a culture transformation initiative to support the strategic objectives of Salt Employee Benefits, fostering ideal behaviors that enhance employee engagement and reduce turnover.

Develop a high-performing team through formal performance development and informal coaching, implementing talent acquisition, engagement, and recognition processes accordingly.

RECRUITMENT AND RETENTION

Attract, nurture, retain, and deploy talented employees to help them reach their full potential.

Establish and maintain a succession plan for the team, addressing poor performance through formal processes and ensuring ongoing performance issues are managed appropriately.

Align talent sourcing with Employment Equity targets.

SKILLS DEVELOPMENT AND CAPACITY BUILDING

Collaborate to create a leading pensions administration company in South Africa.

Conduct skills gap analyses and implement development initiatives to ensure readiness for operational changes.

Identify and analyze the developmental needs of the team, ensuring that training requirements are budgeted and executed effectively.

Take responsibility for monitoring and managing people-related risks within the business area.

Adhere to HR policies while reviewing existing procedures and managing personnel accordingly.

KEY RESPONSIBILITIES

Timely Response to Inquiries

  • Oversee the identification of complaint sources within the team, ensuring relevant information is gathered from all parties involved.
  • Guide the team to provide accurate responses to queries within specified timelines.
  • Exhibit strong problem-solving skills to facilitate end-to-end solutions.

Documentation and Record Keeping

  • Ensure comprehensive reporting and tracking of complaints and determinations from relevant authorities, providing updates to management.
  • Maintain a systematic filing system for all complaints, queries, responses, and determinations issued by relevant authorities.

Reporting

  • Manage the outcomes of determinations issued by authorities, ensuring compliance.
  • Provide weekly updates on all complaints to management.
  • Prepare monthly reports for relevant stakeholders.
  • Address inquiries from the Board of Trustees and other stakeholders effectively.

Time and Quality Management

  • Meet production standards regarding both quality and quantity.
  • Ensure all written and verbal communications are handled professionally and within agreed service level agreements.

KEY PERFORMANCE INDICATORS

  • Investigate complaints from the Pension Funds Adjudicator (PFA).
  • Respond to PFA/FSCA complaints within prescribed timeframes.
  • Draft a minimum of eight responses daily, totaling forty weekly and one hundred sixty monthly.
  • Implement determinations from the OPFA promptly.
  • Ensure high-quality standards in responses to PFA and other stakeholders, ensuring supporting documents are relevant.
  • Address PFA queries related to responses and inquiries from attorneys and members.
  • Ensure all matters are attended to promptly, delivering high-quality work.

RECORD KEEPING

Document new complaints and determinations for reporting to management and relevant stakeholders.

REQUIRED COMPETENCIES

  • Matriculation and a BCom degree are advantageous.
  • Proficiency in Excel.
  • Strong written and verbal communication skills.
  • Business writing and email etiquette in English.
  • Stakeholder management experience.
  • Industry knowledge and experience.
  • Attention to detail and accuracy.
  • Judgment and decision-making skills.
  • Ability to work under pressure and meet deadlines.
  • Organizational skills, including planning and prioritizing.
  • Interpersonal skills.
  • Goal-setting capabilities.
  • Cross-team collaboration.
  • Innovative thinking.
  • Time management skills.
  • People management abilities.
  • Data analysis skills.
  • Negotiation and conflict management skills.
  • Networking abilities.
  • Persuasion and prospecting skills.
  • Public speaking skills.
  • Research skills.
  • Computer literacy.
  • Knowledge of pensions law, particularly the Pension Funds Act 24 of 1956.
  • Familiarity with other South African laws relevant to the retirement fund industry.
  • 3 to 5 years of experience in PFA case management or complaints resolution.
  • 3 to 5 years of experience in the retirement fund industry or employee benefits.

QUALIFICATIONS

  • Relevant BCom or Bachelor's Degree; MBA preferred.
  • 10 years of experience in a similar role.
  • Experience in employee benefits.
  • Financial acumen.

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