Operations Manager

**1. Manage internal departmental functions and processes**
- Develop and implement plans for the section that support Pension Administration services and EPPF’s objectives, ensuring optimisation of current business and workflow processes.
- Manage and monitor:

- All benefit processing activities in accordance with the benefits as defined in the rules of the Fund and applicable legislation.
- The contributions allocation, reconciliation in line with Section 13C (A)
- Data accuracy and integrity all member categories
- Unclaimed benefits and Evidence of Survival reviews, tracing and verification
- Fund valuation and all audits
- Ensure that audit controls are in place and audit requests are followed up.
- Participate on the Funds’ Committees and take decisions based on formal documentation and administration issues.
- Organise employer refunds or recover money from employers, as required.
- Liaise with stakeholders and deal with escalated queries and issues related to the section.
- Manage the administration system, checking that accurate record keeping and query management is adhered to.
- Manage Issue and query log for the department, monitoring turnaround times and responses to queries.
- Compile monthly statistical reports on the departmental activities and performance alongside the Key performance Indicators and Service level agreements.
- Provide insights and data to the Member Experience team to enable the continuous improvement of services.

**2. Project Management**
- Participate in the Fund’s overall projects as required with continuous focus on Business Processes, system enhancements, omni channel business insight, contributing expertise to enable project objectives to be met.
- Draft reports as part of the project deliverables.

**3. Provide input to the strategic management of the section**
- Contribute ideas for improved service delivery at Management meetings.
- Compile comprehensive business reports for this function, highlighting successes and risks in terms of achieving the section’s objectives.
- Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
- Develop, enhance and implement processes and procedures that are relevant to the section and enhance service delivery.
- Collaborate with internal and external stakeholders to implement new systems and processes, enabling integration to other areas.

**4. People Leadership**
- Manage planning of resource requirements, ensure sufficient capable resources are in place to meet service delivery demands, maintaining the effective and efficient capability of the department.
- Build a high performing team where the best people are deployed in the right roles and deliver against strategy.
- Ensure that all employees are motivated, developed.
- Manage employees’ performance and ensure that their individual and collective performance is of the required standard.
- Implement and maintain an effective system of internal controls and delegations of authority for the department, to ensure that accountability for decisions made.
- Inspires, aligns and engages employees around the vision and strategy of the Fund, it’s values. maximising employee engagement and willingness to invest discretionary effort.

**5. Financial management**
- Forecast annual capital and operational expenses, for the section, in line with corporate policy.
- Manage costs against approved budget, providing meaningful variance analysis reports.
- Investigate methods to contain / reduce costs.

**6. Corporate Governance**
- Ensure compliance to procedures and relevant legislation
- Provide detailed, accurate information for internal and external audit purposes within specified deadlines.
- Action audit issues identified within time frames indicated.
- Implement controls within the section which minimize potential risk to stakeholders.
- Ensure an up-to-date asset register of all equipment allocated to the section.
- Compile accurate financial reconciliations, reflecting the status of the section.
- Maintain sound relationships with key stakeholders within EPPF.
- Participate in management forums within EPPF, contributing expertise to enable sound decision making.

**7. Contribute to the team**
- Provide assistance to internal and external stakeholders, as required.
- Assist with follow up on issues identified within the section.
- Liaise with the Participating employer HR’s, other Pension Administration staff and Finance on member and pensioner benefits issues.
- Participate in EPPF’s projects, contributing knowledge of benefits investigation processes and requirements.

**TECHNICAL COMPETENCY REQUIREMENTS**
- Working knowledge of Pension Fund Rules
- Basic knowledge of Income Tax Act, Divorce Act, Pension Funds Act, Child Care Act, Marriage Act, Recognition of Customary Marriage Act, Mental Health Act
- Excellent understanding of Benefit administration and Member Data Management