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Application Owner
Designation:
PP3941 – Application Owner
Category:
Technology – OF6302
Posted by:
Alexander Forbes
Posted on:
19 Aug 2024
Closing date:
23 Aug 2024
Location:
Sandton
Purpose of the Job: An Application Owner is the custodian of the detailed technical application/system/platform aspects inclusive of all documentation, operational/tactical support, and maintenance of the designated portfolio. The main objective of application ownership is to document, support, maintain and continuously improve the posture of the portfolio. The purpose is to be an expert that accumulates and maintains knowledge to support the following three key Application Portfolio Management (APM) disciplines: • Operational Management • Lifecycle Management • Application Governance An Application Owner is expected to adhere to and implement the above 3 key disciplines with respect to the designated portfolio under the oversight of management. The role includes second line support for planning, analyzing, designing, implementing, testing, troubleshooting and other ad-hoc tasks as assigned by management
Overview:
Education
Matric – Essential
Relevant Diploma/Degree in IT – Advantageous
IBM Connect Direct and IBM Sterling Control Center / equivalent Peer to Peer Secure File Transfer Protocol platform – Advantageous
Experience
Minimum 3 – 5 years’ experience in Information Technology exposure (required).
Minimum 1 – 3 years’ experience in the administration and management of IBM Connect Direct and IBM Sterling Control Center / equivalent Peer to Peer Secure File Transfer Protocol platform (required).
Knowledge of Information Technology principles (required)
Key performance areas
Operational management – support
Custodian and owner of the technical expertise of the designated portfolio.
Perform daily checks to monitor portfolio health status and server backup failures to ensure good health; for unhealthy components, log remediation calls and follow-up on resolution.
Provide second line support (troubleshooting and maintenance: – patches; minor changes) to customers and/or to business requirements of the designated portfolio in-line with the Service Level Agreement (SLA).
Troubleshoot issues/incidents/problems and (if necessary) escalate to manager/related party for assistance. Document root cause analysis for the manager to review and approve.
Log support calls, system changes, coordinate/implement system changes and ensure post-implementation testing closure is concluded as per the change management process.
Keep virtual support/projects boards up to date; participate in progress review/retrospective ceremonies.
Develop professional relationships with super users, vendors, and related technical stakeholders (internal and external) in-order to facilitate support.
Coordinate with super users for test packs on substantial changes (E.g., software/hardware upgrades/enhancements and disaster recovery)
Application governance: Artefacts
Provide input into design artifacts under the guidance of a manager, subject matter expert or technical expert.
Document technical artifacts, functional requirements and suggested enhancements for the manager’s review and consideration
Regularly check and keep up to date with the latest information/data/code not limited to:
Documentation (Standard Operating Procedure (SOP), architectural diagrams, Service Recovery Instructions, and any other required artifacts).
Repositories (Group Technology Repository, Azure DevOps (ADO), MS Teams, GitHub, any other required code repositories).
Application governance : Compliance
Coordinate, schedule and partake in disaster recoveries (DR) recovery tiering, penetration tests, security vulnerability tests and internal/external audits as required/as per the prescribed disaster.
Coordinate, schedule and partake in the remediation of disaster recovery outcomes, penetration tests outcomes, security vulnerability tests outcomes and internal/external audits findings under the guidance of the manager.
Cybersecurity: – ensure security certificates are up to date; service accounts password reset
Lifecycle management: Compliance
Check that the portfolio is on supported hardware, operating system, and latest software versions; coordinate with the stakeholders for alignment/upgrade/remediation planning.
Check that the portfolio’s software and operating system on Production and disaster recovery (DR) servers are of the same version; if different, coordinate with the stakeholders for alignment/upgrade/remediation planning.
Application governance: Licensing
Ensure system access is approved, granted, reviewed/recertified, and revoked timeously as per the approval matrix.
Audit portfolio licensing requirements for correct quantities for renewal/subscription.
Timeously request quotations for annual software license renewals, support/maintenance, enhancements/upgrades, and any other related costs; capture the costs on the budget portal.
Timeously raise purchase requisitions and purchase receipts for application expenditure. Timeously submit vendor invoices for payment and follow up with Finance on escalated matters
Lifecycle management : Projects
Participate in portfolio related tasks/initiatives/projects for hardware and application software implementation/upgrades/decommission. Work closely with internal/external technical/non-technical and business stakeholders to ensure timely and efficient completion of projects.
Application governance: Reporting
Conduct vendor Service Level Agreement (SLA) meetings as per the meeting cycle; document and circulate meeting minutes and vendor SLA care report as per the reporting cycle.
Complete portfolio reporting for Application Portfolio Management (APM) analysis and APM Steerco.
Document and circulate internal/external meeting minutes and internal/external reports as per the reporting cycle prescribed by management
Competencies
Assertiveness (Includes willingness to challenge and confront)
Ethical Behaviour/Honesty/Transparency/Modelling of Values
Entrepreneurship/Calculated Risk Taking
Excellence Orientation
Flexibility/Adaptability
Personal Growth Orientation/Learning Agility
Resilience/Perseverance/Stress Management
Rule Orientation
Results & Solution Focused (Drive, Energy & Follow Through)
Self-Management (Planning, Prioritising & Time Management)
Purpose of the Job: To assume the role of effective and efficient management of all project related activities, processes and systems and thereby ensure the smooth running of portfolios. To manage the delivery of high quality services to clients, to build effective relationships with internal clients and to promote a culture of high performance, innovation, ambition and continuous improvement within Operations
Overview:
Education
Matric – Essential
Relevant Degree (NQF Level 6 Qualification) and advantage
Post Graduate Management and Commercial Qualification at an NQF level 7 or Higher an advantage
Experience
At least 5 years demonstrating an ability to identify opportunities at clients, build strong internal and external relationships and a track record of converting ideas into implemented processes
Project management experience is an advantage
Payroll experience is an advantage
Key responsibilities
Budgets and targets
Targeting projects and opportunities where billing opportunities exist
Financial Management
Drive operational efficiency to manage costs
Decision Making and planning
Ability to work under pressure (high stress tolerance);
Proactive / take initiative;
Ability to manage and operate an effective diary system;
Ability to plan, organize, prioritize, control and manage a team of people
Deadline driven, with the utmost of accuracy (attention to detail) and compliance;
Must be able to follow and to solve problems or make decisions by referring to Manuals, Company policies and procedures, external/ internal resources, Legislature and general practices within statutory Funds;
Micro and Macro – planning for short and medium-term business needs
Stakeholder relationship
Build and maintain exceptional internal and external client relationships.
Establish strong, trust-based relationships with internal clients, external clients and other teams within AF.
Drive customer loyalty and retention through excellence in customer service support as well as a detailed understanding of the client (retirement fund) and all aspects of the client and the market the client operates in.
Demonstrate the ability to assimilate all sources of information on the client and generate a cohesive and comprehensive plan that will mutually benefit the client and AF in line with TCF.
Work collaboratively with other departments to coordinate client interactions and resolutions to their needs.
Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met
Develop and maintain excellent business relations with new clients
Network and develop relationships and trust among clients to support new business growth
Ensuring that the TCF values are top of mind in all dealing with internal and external clients
Customer experience, TCF
Manage customer experience at all touch points
Implement the 6 TCF ways in daily operations
People Management
Provide / enable staffs training needs to be met
Establish PDP’s with each employee
Conduct monthly performance discussions and weekly coaching sessions.
Identify development needs for all employees.
Assist in establishing and maintaining accurate procedures and processes;
Support direct reports with development to perform key deliverables
Build motivation within the team
Impact on Employee engagement
Drive operational excellence within the team
Sound knowledge of conflict resolution and impacting within the team
Sound knowledge of the internal disciplinary code and grievance policy.
Systems and reporting
Ensure all reporting is delivered as per agreed timeline
Monitor systems and manage up time
Competencies
Business understanding
Sound knowledge of industry relevant regulations including FSB and SARS directives and other legislation
Ability to analyse the target market with reference to financials, media and internal information and co- ordinate the client experience to maximize Alexander Forbes’ group wide product offering that is mutually beneficial to us and the customer and client and embodies the principles of TCF.
Demonstrate a track record of building internal and external relationship
Leadership competencies
Commercial acumen
Strategic orientation
Impactful leadership
Driving change
Purposeful collaboration
Growing capability
Senior Administrator (Multiskilled)
Designation:
PP3632 – Senior Administrator (Multiskilled)
Category:
Ops & Admin – OF6310
Posted by:
Alexander Forbes
Posted on:
22 Aug 2024
Closing date:
29 Aug 2024
Location:
Sandton
Purpose of the Job:
Financial Management & Operational Effectiveness • Embracing & implementing TCF • Client Service • Output, success & engagement A Senior Administrator is responsible and accountable for the key performance areas, aligned to the operation of a portfolio of funds. The key performance areas are set out in the performance assessment and list of tasks .These are determined by consulting and complying with Alexander Forbes procedures, industry requirements, the department that you work in, and any other specific requirements in the Service Level Agreements, at all times. All tasks and functions should be done accurately and within the timeframes and service standards. In this service orientated business, clear and precise communication is required, while building and strengthening relationships, upward, downwards and laterally with internal and external Clients. The image of Alexander Forbes must be maintained and improved by providing prompt, polite and efficient service.
Education
Matric – Essential
Relevant qualification in retirement funds – Advantageous
Experience
Minimum 5 years of administrative experience within employee benefits environment
Experience in both disciplines of fund contributions and claims processing
Key responsibilities
Operational and financial success
Maintaining expenses in line with Branch standards and limits
Maintaining & managing Fund Allocations
Eliminating PI Claims
Fund administration– role specific
Monthly contribution reconciliations for Pension and Provident Funds
Maintenance of Member Data
Necessary reporting in terms of Section 13(a)
Processing of various types of claims (inclusive of bulk transfers where applicable) for Pension and Provident Funds
The checking and authorizing of various types of claims
Checking of direct/guaranteed housing loans, where applicable, against the schedules received from the loan provider
Preparing and checking of monthly reporting for client meetings.
The completion of Administration Reports (where applicable)
The completion of member Statements (where applicable)
Complete recognition of transfer documents and allocation once received (where applicable)
To identify any changes on the fund and preparing or the checking of the documents(rates, fees or expenses)
Prepare information for the financial year end of your funds (where applicable)
To check and act upon all risk reports ( where applicable)
Clear Emails and queries on a daily basis
From time to time, you may be required to perform other related duties and functions that may be reasonably expected of you given your position and the operational requirements of the Company.
Perform peer review of specific tasks allocated by superior
Embracing and implementing TCF
Acquired skills and Knowledge – Individual’s knowledge is up to date on industry trends/changes as well as AFAS products and service offerings. Measured by Branch tests set by Management and by the AFFS training department
Client service
Timeous & Accurate client and member communication in line with company and branch procedures and controls.
Effective and efficient service delivery including internal clients such as ALM Team, Consultants, etc.
Quality and accuracy of work delivered both verbally and written, meets both internal and external customer expectations and is complete without errors.
Compliant in terms of AFFS complaints management procedure.
The image of Alexander Forbes Operation & Administration must e maintained and improved by providing prompt, polite and efficient service.
TCF – Living the AF values & making positive contributions to the Team/Branch by embracing and implementing TCF. Effectively managing client’s expectations and alleviate risks while embodying the SERVE principal.
Output, success and engagement
Team contribution – Assists in times of absenteeism/pressure to ensure work delivery.
Managing self – Management of processes and responsibilities. Ability to work independently.
Timeous & accurate actioning of adhoc tasks assigned by Management
Taking on additional responsibilities & making a positive contribution to the team/Branch by way of internal procedures & processes.
Train junior staff where necessary
Team Leader: Contributions
Designation:
PP3548 – Team Leader: Contributions
Category:
Ops & Admin – OF6310
Posted by:
Alexander Forbes
Posted on:
20 Aug 2024
Closing date:
27 Aug 2024
Location:
Sandton
Purpose of the Job:
To ensure smooth and efficient daily operations of a business unit. The team leader’s responsibilities may vary depending on the business area ensuring optimizing processes, tracking of work output and procedures to achieve maximum efficiency, and ensuring deliverables are met. To review and ensure quality of work within a specific portfolio of funds / clients (specialization may be applicable) within a team and work is processed according to procedure and legislation within a Funds SLA and to assist team with complex queries.
Education
Matric – Essential
Relevant qualification in retirement funds – Advantageous
Experience
Minimum 5 years within retirement fund administration industry, processing monthly reconciliations for Pension and Provident Funds
Minimum 2 years in a admin specialist capacity – checking and reviewing work of administrators
Key performance areas
At a minimum, check in weekly with the administrators working on the Funds in your portfolio. This involves going through the CIPR, knowing what must go out within the week to be SLA compliant, knowing what bills to expect to check so that SLAs are not missed, ensuring your account for admin reports / any reports to go out that week / check in on progress on BS / YE’s / FA queries to ensure deadlines are met. This is task management
Engage with the team / manager where you need help to ensure all deadlines are met. Delegate where necessary and in line with developing the team
QA – Checking is the core responsibility of the team leader to prevent E&Os of financial and / or reputational risk. Bills / claims / reports/ all work must be checked for accuracy and completeness before going to a client or before final processing on the system.
Assisting the team with responding to complex queries. Guiding on where to get the information from as to how to answer the query, imparting with knowledge so that future queries can be responded to independently
Reviewing responses on complex queries for accuracy and thoroughness before they go out
In times of need, jumping in to process a claim or bill or producing an admin report
In times of leave of the team, assisting with IWS and Horizon to ensure queries are responded to and not left
Growing the senior administrators that in times of your leave they can step in and assist the managers
Knowing your Fund set up, rules.
Applying rule changes effectively and ensuring they are implemented correctly.
Competencies
The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal.
To have the energy and drive required to meet the challenges of work.
The willingness and ability to follow prescribed rules, procedures and instructions within a defined framework
The ability to align your behaviour with the needs, priorities and goals through commitment and determination
The ability to accept change and adapt one’s approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organisation, processes, protocols, requirements, or cultures.
The ability to express oneself clearly in written communication in order that the content is understood by the receiver.
A professional and friendly manner and the ability to deal with all levels in the organisation
The ability to handle stress and problems without loss of focus, enthusiasm and professional composure.
Execution of their duties while ensuring that a high-performance culture is encouraged while they demonstrate the SERVE Leadership Values.
Ensure good quality of work report corrective actions to be implemented when appropriate.
Ensure compliance with company policies and procedures.
Ensure effective communication.
Set an example, motivate fellow team members in handling change, and build trust and partnership by displaying a positive attitude that encourages a team environment
Administrator
Designation:
PP3239 – Administrator
Category:
Ops & Admin – OF6310
Posted by:
Alexander Forbes
Posted on:
22 Aug 2024
Closing date:
29 Aug 2024
Location:
Sandton
Purpose of the Job:
Financial Management & Operational Effectiveness • Embracing & implementing TCF • Client Service • Output, success & engagement An Administrator is responsible and accountable for the key performance areas, aligned to the operation of a portfolio of funds. The key performance areas are set out in the performance assessment and list of tasks .These are determined by consulting and complying with Alexander Forbes Operation and Administration procedures, industry requirements, the department that you work in, and any other specific requirements in the Service Level Agreements, at all times. All tasks and functions should be done accurately and within the timeframes and service standards. In this service orientated business, clear and precise communication is required, while building and strengthening relationships, upward, downwards and laterally with internal and external Clients. The image of Alexander Forbes Operation & Administration must be maintained and improved by providing prompt, polite and efficient service.
Education
Matric – Essential
Having achieved or studying towards a retirement fund qualification or equivalent qualification – Advantageous
Experience
Minimum 1 years’ of retirement funds experience
Technical competencies
Compass and Alex (where applicable) system knowledge
Computer literate (outlook, excel (intermediate level) and word (basic))
Good oral & written communication skills
Ability to multi-task
Ability to anticipate and manage change
Innovative thinking and delivery
Ability to understand and apply Retirement Fund Rules
Ability to review and understand the applicable legislation relevant to function
Behavioral competencies
Confident/Assertive
Ability to persuade and influence
Professional and mature business attitude
Self Motivated
Client Service Orientation
Ability to manage expectations
Ability to communicate effectively with colleagues, management & clients
Ability to work in and as part of a team
Self awareness
Resilient
Disciplined in being able to follow documented procedures and processes
Responsible & accountable
Resourceful & problem solver
Results- Orientated
Ability to interact with Clients
Key responsibilities
Operational and financial success
Maintaining expenses in line with Branch standards and limits
Eliminating PI Claims
Fund administration – role specific
Processing of various types of claims (inclusive of bulk transfers where applicable) for Pension and Provident Funds
Revisiting of claims due to various reasons
Request housing loan settlement values in respect of members that have been flagged
Preparing of monthly reporting for client meetings
Complete recognition of transfer documents for exits
Prepare information for the financial year end of your funds (where applicable)
Prepare claims reports for internal/external clients upon request
To check and act upon all risk reports (where applicable)
Clear Emails and queries on a daily basis
From time to time, you may be required to perform other related duties and functions that may be reasonably expected of you given your position and the operational requirements of the Company.
Answer calls through a designated call center, and make outbound calls
Client service
Timeous & Accurate client and member communication in line with company and branch procedures and controls.
Effective and efficient service delivery through the Call Center, including Internal clients such as ALM Team, Consultants, etc.
Quality and accuracy of work delivered both verbally and written, meets both internal and external customer expectations and is complete without errors
Compliant in terms of AFFS complaints management procedure.
Output, success and engagement
Team contribution – Assists in times of absenteeism/pressure to ensure work delivery.
Managing self – Management of processes and responsibilities. Ability to work independently.
Timeous & accurate actioning of adhoc tasks assigned by Management
Taking on additional responsibilities & making a positive contribution to the team/Branch by way of internal procedures & processes.