Manager Service Delivery Excellence

4 months ago

Johannesburg, South Africa Salt Employee Benefits Full time

PURPOSE OF THE ROLE

The SDE Consultant will be responsible for overall delivery of designated client & managing the relationship.

RESPONSIBILITIES

Grow Relationships:

  • responsible for servicing & retaining the major client assigned to them
  • responsible for identifying enhancements & implementing where approved
  • track SLA delivery and manage accordingly at all levels including ee & er
  • ensure all required information reaches clients & relationship is developed

Reduce Unresolved Queries :

  • Stakeholder engagement for client i.e. PFA, FSCA, Other
  • Resolution of escalated queries and/or communicating with client on problem areas
  • Treating stakeholders with care & in line with TCF, POPI & other applicable legislation

Effective - Solution Driven.

  • manage delivery and query resolution to avoid complaints/escalations
  • Demonstrate commitment & determination to providing solutions to clients
  • Will be required to perform other functions from time to time

Efficient - Delivery Management

  • to be punctual, meetings with internal & external service providers to remain current
  • Costs to be considered, demonstrating most effective methods for servicing client
  • Ensure comprehensive and speedy resolution to client queries
  • Internal & External reporting to be submitted timeously - escalating where necessary

NEW–SALTEB Brand

  • Professional communication, updating client, well presented & knowledgeable on Fund
  • Annual planner for client and managing expected delivery internally and with client
  • Identify gaps & map possible solutions for client and/or internal processes
  • Improve client experience of SALT EB by streamlining processes & delivery

Competencies required:

  • Matric
  • Excel
  • Communication (Written and Verbal)
  • English (Business writing and email etiquette)
  • Stakeholder management (CRM)
  • Industry knowledge and experience
  • Accuracy and attention to detail
  • Judgement and Decision Making
  • Working under pressure And Deadline driven
  • Organizational skills / Planning and prioritizing
  • Interpersonal skills
  • Settings goals
  • Cross team collaboration
  • Innovation
  • Management of time

QUALIFICATIONS

  • Relevant BCom, or Bachelor’s Degree, MBA Preferable
  • 10 years’ experience in a similar position
  • EB experience
  • Financial Acumen
  • Certified Financial Planner (NQF Level 5) and other professional education requirements
  • RE1 & RE5 qualification
  • Employee Benefit Consulting experience of 10 years essential
  • Excellent command of English
  • 5years experience in the Retirement Fund industry/Employee Benefits
  • Ability to work independently and as a team member
  • Knowledge of other SA Legislation
  • solving skills
  • Excellent communication skills (verbal & written)
  • The incumbent may not be someone previously removed from an office of trust
  • based on misconduct involving dishonesty
  • The incumbent may not hold a criminal record

ORGANIZATIONAL VALUES

  • Ensure adherence to all organizational objectives
  • Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
  • Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
  • Any other duties as determined by the business needs and to participate in all organisational events as required.

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