Manager: Complaints and Queries Resolution

Found in: Talent ZA C2 - 3 weeks ago

Johannesburg, South Africa Salt Employee Benefits Full time

SALT EB is seeking to appoint a candidate who is results-driven, passionate about service delivery and thrives under pressure to lead, manage and control the activities of the administrator’s complaints and queries resolution unit within the Legal Risk & Compliance Department.

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 minimal 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.
  • The candidate must have proven relevant and practical experience of at least 5 years within a financial services industry.
  • 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.

  • Manager: Complaints Resolution

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Salt Employee Benefits Full time

    PURPOSE OF ROLEThe ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise.The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports.Engage and list to...

  • Administrator Complaints Resolution

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Salt Employee Benefits Full time

    PURPOSE OF ROLE· The ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise.· The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports.· Engage and...

  • Administrator : Complaints Resolution

    Found in: Talent ZA C2 - 3 weeks ago

    Johannesburg, South Africa Salt Employee Benefits Full time

    The incumbent the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. The ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports. Engage and list to...

  • Complaints Coordinator

    1 week ago

    Johannesburg, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - There is no about us detail available.**purpose**: - Resolution of complaints that have been escalated. Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes. Drive customer service through a professional approach.**experience and...

  • Complaints Coordinator

    1 week ago

    Johannesburg, South Africa FirstRand Full time

    About us, purpose, experience and qualifications **about us**: - There is no about us detail available.**purpose**: - Resolution of complaints that have been escalated. Maintain accurate records and identify trends which may indicate weaknesses in business systems and processes. Drive customer service through a professional approach.**experience and...

  • Complaints Manager

    Found in: Whatjobs ZA C2 - 3 days ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, 2001, South Africa FreeRecruit Full time

    Qualification / Experience Matric, with Tertiary qualification in legal studies, LLB/LLM Solid track record within a client service/client complaint environment Higher level managerial experience essential Advanced computer literacy (MS Office) Managing the complaint management and unauthorised transaction dispute teams Prioritising of client complaints...

  • Dispute Resolution Technical Lead Sandton

    4 days ago

    Johannesburg, South Africa The Recruitment Council Full time

    Job Purpose: - Management of Regulatory complaints end-to-end. - Be the voice of the customer. - Lodge and record all Regulatory complaints on the CMS system. - Identify client needs and resolve regulatory complaints within agreed and prescribed SLA's. - Draft complaint responses and communicate decisions to intermediaries, management, clients, Ombudsman,...

  • Service Resolution Specialist

    13 hours ago

    Johannesburg, South Africa Nedbank Full time

    **Requisition Details and Talent Acquisition contact** - Req: 127804- Role: Service Resolution Specialist- TA Consultant: Lebohang Monate- Closing Date: 04/08/2023**Job Family** - Sales and Services **Career Stream** - Call Centre (Service) - Leadership Pipeline- Manage Self: Technical **Job Purpose** - The successful incumbent will be responsible to...

  • Manager - Client Relations Manager

    3 days ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: A leadership role in the Life Operations team reporting to the Head Client Services. This role is responsible for employing all the available data tools and technologies to gain insights that will help businesses deliver, manage, measure, and improve client experience. A specialist leadership role whose team deals with technical and...

  • Consumer Services Manager

    Found in: beBee S ZA - 3 weeks ago

    Gauteng, Johannesburg, South Africa Tiger Brands Full time

    Tiger Brands’s job vacancy, Career and Recruitment Job title : Consumer Services Manager jobs in Gauteng Job Location : Gauteng, Johannesburg Deadline : April 26, 2024 Quick Recommended Links Jobs by Location Job by industries THE JOB AT A GLANCE As the Consumer Services Manager you will report to the Marketing CoE Director and lead and manage...

  • Pbb Service Desk Call Centre Agent

    2 days ago

    Johannesburg, South Africa Isilumko Staffing Full time

    One of our clients in the banking sector is looking for PBB Service Desk Call Centre Agent on a 6 Month contract. Responsibilities include: - Providing accurate and client-centric services for international payments and trade products: You are responsible for handling client inquiries, requests, and complaints related to international payments and trade...

  • Client Relationship Liaison

    3 days ago

    Johannesburg, South Africa EnableSA (Pty) Ltd Full time

    Our national client has a opening for a experienced Customer Relationship Liaison to join the Johannesburg team - Develop and implement strategies for improving customer satisfaction and retention. - Respond to customer inquiries and complaints in a timely and professional manner. - Analyse customer feedback and use it to advise the various teams of how to...

  • Admin Manager

    13 hours ago

    Johannesburg, South Africa Industries Education and Training Institute Full time

    Join our dynamic team at Industries Education and Training Institute in Johannesburg as our Admin Manager! Job purpose: To ensure client satisfaction and to ensure efficient management of front of house functions. Minimum qualifications / skills 1. Matric 2. Must have driver’s license 3. Have own reliable transport 4. 3-5 years of Administration...

  • Private Client Specialist

    6 days ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: Reporting to the Manager: Client Relations Management. This role is responsible for service delivery and maximizing the client experience through client engagement. The incumbent is a specialist dealing with technical and complex client queries and/or complaints, exception reporting and providing an excellent service offering....

  • Executive Office Consultant

    6 days ago

    Johannesburg, South Africa Kaelo Full time

    Company Description **About Kaelo** Kaelo provides essential healthcare solutions ensuring the physical and psychosocial well-being of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money...

  • Junior Facilities Manager

    3 days ago

    Johannesburg, South Africa South Point Management Services (Pty) Ltd. Full time

    **GENERAL PURPOSE** The Facilities Manager has accountability for the day-to-day facilities management service delivering customer support for a Customer-Centric Environment for the assets allocated by the Company. The extent of the service covers all accommodation types (student, tenants and commercial) within the allocated building space including...

  • Client Experience Specialist

    6 days ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: Reporting to the Manager: Client Relations Management. This role is responsible for service delivery and maximizing the client experience through client engagement. The incumbent is a specialist dealing with technical and complex client queries and/or complaints, exception reporting and providing an excellent service offering....

  • Client Experience Specialist

    3 days ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: Reporting to the Manager: Client Relations Management. This role is responsible for service delivery and maximizing the client experience through client engagement. The incumbent is a specialist dealing with technical and complex client queries and/or complaints, exception reporting and providing an excellent service offering....

  • Customer Service Consultant

    4 days ago

    Johannesburg, South Africa Smollan Full time

    We're on the lookout for a Customer Service Consultant to ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate service centre in **JHB North**. As a Customer Service Consultant, you will be responsible for: - Customer...

  • Supervisor: Admin Marketing

    2 weeks ago

    Johannesburg, South Africa Macdonald Transport and Warehousing Full time

    **Duties will include, but are not limited to**: **New and Existing Customer Rate Management** - Responsible for Fuel Adjustments monthly reports and responsible for adjustments of rates on Datatim - Responsible for Annual Adjustments yearly report, maintenance and follow up on negotiations and adjustments of rates. - Loading of new rates of existing and new...