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Financial Accountant
| Designation: | PP4158 – Financial Accountant |
| Category: | Cross Functional Support – OF5305 |
| Posted by: | Alexander Forbes |
| Posted on: | 07 Nov 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Johannesburg |
Purpose of the Job:
To ensure appropriate financial control and governance of various legal entities within the group and monitor, analyse and substantiate balance sheet accounts across the group. Assist Finance Manager in reporting requirements.
Overview:
The incumbent will be responsible for ensuring appropriate financial control and governance of various legal entities within the group and monitor, analyse and substantiate balance sheet accounts across the group.
To complie and/or review reconciliations on balance sheet items.
Analyse, interpret and provide commentary on balance sheet items.
Assist in compiling quarter end statutory packs for the legal entities responsible for.
To facilitate and enhance financial reporting processes and operations.
Manage the clearing of inter-company balances where necessary.
Computation of acoounting for the portfolio.
Preparation and complilation of notes whenr equired.
Manage and co-ordinate the external audit process for applicable entities.
Preparation and cimplie information and when needed to CFO.
Prepare and review recons.
Provide insight for analysis on recons.
Assistance with other reporting requirements as they arise.
Assist in adhoc task and projects from time to time
Requirements
Bcom Accounting Degree
3 years post-article experience within the financial services sector.
Strong understanding or experience with group accounts and consolidation principles
3 years experience in International Financial Reporting Standards, Companies Act, JSE listing requirements.
Detailed understanding IFRS and consolidation principles
Excellent advanced excel skills and word skills
BPC and Smartstream experience will be advantageous
Senior Consultant
| Designation: | PP4116 – Senior Consultant |
| Category: | Health Consulting – OF2301 |
| Posted by: | Alexander Forbes |
| Posted on: | 05 Nov 2024 |
| Closing date: | 13 Nov 2024 |
| Location: | Johannesburg |
Purpose of the Job:
The purpose of the job is to develop, implement and monitor the healthcare strategy for your clients, taking into consideration the prevailing Alexander Forbes Health approach, which is currently guided by our “SERVE Model”. Ensure client retention and provide professional and exceptional quality of service at all times. Provide strategy for expansion on uncovered membership as well as identify new business opportunities and secure the additional revenue. Keep abreast of developments in industry and share these with clients. Co-coordinating of all relevant people (i.e. service consultant, consultant, schemes, other service providers and client) required to manage the relationships.Manage the service consultant allocated to same clients in a manner that ensures AFH standards are to be maintained at all times. Identify appropriate and realistic growth opportunities for the service consultant
Overview:
Key performance areas
Manage medical scheme membership retention
New business growth of Gap and primary care new membership
Client satisfaction and customer orientation
Integrated value proposition and collaborations across the broader AF Group divisions
Client management and consulting
Building strategic partnerships
Ensuring compliance to internal processes and industry bodies
Financial
Establish and manage the profit and loss position on services offered to clients – sign off by Consulting Manager
Maintaining and managing existing client base
Invoicing for work outside of year planner, asagreed with the client and Consulting Manager
Identify growth and new business opportunities within client base
Promote cross-selling initiatives within AF
Manage costs within your control, including costs relating to travel, accommodation, telephone and printing.
Ensuring confirmation of income is done quarterly for all clients
Updating operations manager on changes to client base
Notifying Consulting Manager and Regional Executive of expenses to be incurred
Notify Consulting Manager and compliance officer on errors/omissions that may lead to AFH being held accountable
Accurate management of wellness fund budget where provided
Clients
Building and maintaining trustworthy credible relationships with stakeholders at clients, relevant schemes and providers
Ensuring that client satisfaction questionnaires and audits are conducted at clients
Managing client expectations
Continuous communication and meetings with clients to ensure thorough understanding of clients’ needs and ensuring these needs are met
Drafting and presenting accurate reports, particularly strategy reports as outlined in Service Level Agreement
Compile and agree on Year Plan with client and ensuring that services offered are met.
Keep abreast of legislative and industry developments and be able to relay its impact and importance to clients
Understanding and communicating industry changes and challenges
Handling client calls professionally at all times
Drafting and distribution of client communication
Management of client billing statements and reconciliations
Management of Service consultant deliverables i.e. checking that the service calls are done, queries are resolved, emails are up to date, client billing statement, minutes and file notes completed and saved on Sharepoint, admin tracker updated and reconciliations are being accurately managed
Reporting to the Consulting Manager on client matters on a regular basis i.e. matters pertaining to support staff, areas of improvement, client specifics, concerns etc.
Shared responsibility
Providing assistance to the Consulting Manager on the shared clients
Compliance to internal processes
Ensuring that client information is saved electronically on Sharepoint in clients master file and that a hard copy is ultimately archived
Monitoring and ensuring resolution of client queries and the checking and processing of new member application forms, sent to the Member Service Unit or to Service consultant
Monitoring of tracking report regarding outstanding member application forms
Internal office administration i.e. ongoing updating of client data bases/client activity list, distribution lists, Quarterly Magazines, Newsletters, etc.
Ensuring that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timeously to clients
General report writing, customizing the reports to suit the specific client requirements i.e. Year end feedback report, Mid Year report, Market Reviews, Year-end Renewal report, Subsidy reviews, adhoc reports
Management of client communication i.e. preparation and checking of agendas and agenda packs, following up and ensuring that minutes are drafted and signed off and the action items from meetings are resolved by the agreed upon deadline
Adhering to scheme champion protocols and guidelines
Scheme champion duties, as outlined by the relevant manager. This includes obtaining updated demographic and financial information, updating scheme financials, updating the benefit comparison, etc.
Updating of Complaints and gift register
Project Management
Contribution to business development/projects/initiatives
Year-end project management including the preparation of client communication, presentations conducted and reports presented
People
Skills and knowledge transfer Service consultant.
Participate in bi-annual performance appraisal for service consultant in conjunction with manager
Technical development including attendance of internal forums and training courses
Continuous learning and self-development and identifying of training needs
Requirements
Relevant Bachelor’s Degree or equivalent or 3 year diploma
120 FAIS Credits – minimum requirement (FPI, Wealth management etc.)
Specific subjects required in qualification – Long Term category A, Short Term Personal Lines and Health Benefits
Regulatory Exam 5
3 years’ experience in Healthcare Industry
2 years’ experience in consulting to clients in a healthcare brokerage
Healthcare Industry, Product and legislative knowledge
Strong client management knowledge
Driver’s license – essential, willing to travel
Professional Membership or Registration
CMS
FSB
Contact Centre Team Leader (12 months fixed term contract sandton based)
| Designation: | PC3173 – Contact Centre Team Leader (12 months fixed term contract sandton based) |
| Category: | Ops & Admin – OF6310 |
| Posted by: | Alexander Forbes |
| Posted on: | 05 Nov 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Sandton |
Purpose of the Job:
To ensure smooth and efficient daily operations of a business unit. The specialist’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.
Overview:
Education
Matric – Essential
National diploma: Contact centre management – Essential
Experience required.
Seasoned professional with 3 – 5 years’ experience.
Must have experience in managing a team dealing with inbound calls at financial services contact centre.
Advantageous – Experience in managing admin function within a contact centre.
Highly effective team management skills
Demonstrate exceptional interpersonal skills.
Ability to set targets & streamline processes.
Experience in a multi service environment.
Key performance areas
Operational effectiveness
Responsible for the day-to-day management of the team in line with Company requirements and procedures
Monitor call volumes and call back daily in order to meet agreed service level (80%)
Communicating expected Service Level Agreement outcomes to team members.
Effectively lead and guide resources to meet all set targets.
Effective feedback provided to relevant role players as and when necessary.
Performing quality assessments on both voice and email customer interactions to ensure that quality and compliance standards are maintained.
Ensuring productivity targets for a call and email monitoring are met as per internal SLA
Ensuring that the quality targets for call and email monitoring are met as per set out for KPI’s.
Call monitoring/quality checks of the team to ensure standards are maintained.
Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
Identify and escalate trends, problem areas and training opportunities to the Contact Centre and Training manager.
Manage your team’s new recruits through weekly performance discussions and coaching for the first 3 months.
Deliver coaching sessions to ensure KPI Targets are met.
Drive and motivate team to achieve targets.
Report on the overall quality and customer feedback per agent in team.
Engage with internal departments to solve customer queries and escalate customer-facing challenges to the relevant stakeholders.
Assess any service failure and identify the root cause and take appropriate action ensure similar failures are avoided.
Take ownership of a customer interactions and ensure their needs are met within TAT.
Manage all Internal and External Customer Services complaints and manage daily detractor notifications.
Effective management and resolution of escalated issues
Ensure minimum Contact Centre service levels are maintained daily.
Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties
Shift and adherence management to ensure there is adequate cover at all times.
Manage, drive and monitor productivity and quality of the work.
Active and continual improvement of current processes (in discussion with Training and Management) and provide direction on continual service improvements.
Manage regular team meetings including drafting of minutes and action plan.
Ensure operational systems are effectively maintained.
Monitor and manage the effective performance of the teams, making continuous operational improvements as and when necessary, with direction from Contact centre manager.
Ensure that own team’s behaviour and performance follow same high standard, recognising and celebrating positive contributions, and taking appropriate action with individuals whose performance or behaviour falls short in line with company expectation.
Manage, motivate and develop direct reporting employees ensuring monthly performance reviews and feedback.
Proactively look to improve efficiency along the customer journey.
Build strong relationships with internal teams in order to achieve mutual goals, sharing of knowledge and discussions around continuous improvement.
Play an active part in the team, promoting a positive working culture and effective working practices, representing the company in a professional manner in line with our values.
Data management and integrity
Track and manage CRM cases daily.
Report on quality capturing and address real time.
Analyse and report on case management
Agent and workstream report management
Profiently use Microsoft CRM to ensure that information is recorded accurately and with attention to detail.
Adhering to policies, procedures, and protocol
100% adherence to Divisional policies, procedure, protocols, and SLAs
100% adherence to AFFS policies, procedures and guidelines
Monitor effective use of business tools and equipment.
Full adherence to schedules and Contact Centre Handbook protocols for self and staff.
Meeting customer survey satisfaction standard
Proactively identify opportunities to cross-sell Alexforbes products and services.
Ensure company policies and procedures are communicated to team, managing and resolving people-related problems, including but not limited to resolving employees’ conflict of interest, absenteeism, including but not limited to all IR matters.
Staff to adhere to the POPIA act.
Treat customers fairly
By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationship.
Act as a brand ambassador by modelling the AlexForbes values in every interaction with clients, colleagues, service providers and the general public.
Be a role model for others by consistently demonstrating behaviours which contribute towards an effective working culture.
Development – Personal and People
Attendance and active participation in professional development, training and coaching sessions as required.
Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.
Identify staff and address staff skills gaps through ongoing PDP process.
Contribute to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators.
Competencies
Business skills
Excellent time management
The ability to carry out a business task effectively with determined performance and results within a given time.
Excellent negotiation skills
Planning time to achieve goals.
The ability to meet new people, make a good impression and develop relationships.
Problem solving
The ability to sustain positive relationships colleagues and various stakeholders.
Excellent problem solver
Excellent Motivator
Functional skills
Communication and interpersonal skills
Facilitate discussions.
The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
Adjust language, terminology and needs of the team.
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 sense and attempt to understand feelings and perspectives by taking an active interest in the teams’ concerns, values, needs and views.
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.
Admin Specialist Standalone Funds
| Designation: | PP0370 -Admin Specialist Standalone Funds |
| Category: | Ops & Admin – OF6310 |
| Posted by: | Alexander Forbes |
| Posted on: | 05 Nov 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Sandton |
Purpose of the Job:
To ensure smooth and efficient daily operations of a business unit. The specialist’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.
Overview:
Education
Matric – Essential
Retirement Funds / Certificate in Retirement Funds / Certificate in Financial Planning or equivalent – Advantageous
Experience
Minimum 5 years of experience processing standalone/free standing retirement funds – Essential
3 years minimum in a supervisory capacity – Essential
Key performance areas
Manage Errors and Omissions
Drive reduction in E&O’s by following of processes and ensuring controls are in place to mitigate the risk of E&O’s
Achieve average of 8 on NPS across Funds
Review action items on NPS feedback from clients, aim for score of 8 or higher by servicing clients correctly.
Reduction in escalations from clients by monitoring and driving SLA in team
Addressing non-responses to queries with staff, following up and ensuring client queries are dealt with to maintain service levels
Increase in the number of tasks processed that require no manual intervention from AF resources
Adoption of Horizon workflow processes, ensuring bills and claims are processed through Horizon
Ensuring manual processing is limited
Data cleanup themes on member & fund level identified and plans in place to correct.
Ensuring monthly health checks on performed, clean-up of data, members with negative balances, monitoring members with money in the bank account to mitigate risks of E&O’s
Ensuring operational excellence of all processes by maintaining and managing oversight of the team
Operational Excellence in respect of checking and reviewing in line with business best practices and procedures and Funds Service level standards
Bills Process
Collections of deposits of other income
Claims Process
Communications and reporting to clients
Production of YE checklists
Production of Benefit statements
Responding to and clearing HSI’s
People perspective
Ensuring Company policies are read and kept up to date
Applying new legislation and ensuring training and knowledge is kept up to date to pass on required skills within the team
Engaging with team on a weekly basis to ensure work is being followed up on and completed within required timeframes.
Competencies required
Adaptability and Flexibility
Business relations
Decision Making and Judgement
Process Management
Accountability and Dependability
Planning and Organising
Problem Solving
Customer Focus
Service Consultant
| Designation: | PP1596 – Service Consultant |
| Category: | Health Consulting – OF2301 |
| Posted by: | Alexander Forbes |
| Posted on: | 11 Sep 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Sandton |
Purpose of the Job:
The purpose of the job is to assist a Senior Consultant in delivering a professional and excellent quality of service and consulting advice to clients, in accordance with the Service level agreement and year planner. Ensuring the highest quality of client/member satisfaction through continuous relationship building at an employer and member level, and thereby ensuring client retention, taking into consideration the prevailing Alexander Forbes Health approach, which is currently guided by our “SERVE Model”.
Overview:
Financial
Manage costs within your control, including costs relating to travel, accommodation, telephone and printing.
Ensuring confirmation of income is done quarterly.
Identify growth, new business and cross selling opportunities within client base.
Notifying Consulting Manager of expenses to
Clients
Ensure SLA is in place and adhered to.
Ensure client retention.
Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.
Billing:
Billing Reconciliations knowledge and experience essential.
Provide payroll contact training as and when required and maintain relationships. Provide admin manuals.
Ensuring that all queries raised by the members and payroll are resolved.
Communication & Training:
Ongoing member contact, interaction and the maintenance of relationships.
Conducting presentations and workshops for employer contacts, members and employees at year end and during the year as needed. Distribution of induction material.
Establish and maintain strong relationship with both the client and the relevant scheme/s.
Handling client calls and queries timeously
Compilation and distribution of member/client communication when required.
Preparation of relevant material for induction sessions.
HR/Payroll training on scheme administration processes.
Daily communication and correspondence with clients, both formal and informal.
Other:
Monitoring and follow through outstanding member application forms, as well as monitoring of tracking report.
Planning and implementing Health/Wellness Days.
Escalate and resolve problematic member queries.
Identifying areas were process failure and client dissatisfaction exists and develops strategies/solutions in conjunction with Senior Consultant to address these matters.
Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.
Identify key areas of concern with regards to affordability/benefits on both member/employer level.
Drafting and circulation of minutes after each meeting to company contacts. Minutes must be signed off by client prior to filing.
Compliance to internal processes
Ensuring that standard documents i.e. file notes, FNA’s and minutes of meetings are issued timeously as per consultants manual
Adherence to SLA deadlines.
Support consultant in preparation of reports and proposals.
Delivering of service and commitments to the client thus building maintaining a trust relationship with client.
Act as the interface between member and client.
Act as the interface between the client and third parties i.e. schemes, council etc.
Internal office administration i.e. ongoing updating of client data bases / client activity list, distribution lists, Quarterly Magazines, Newsletters, etc.
Adherence to compliance as set out in company compliance manual and consultants’ manual.
Ensuring that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timorously to clients. Keeping Senior Consultants informed of all developments within the client base.
General administration, filing and updating on Sharepoint. Electronic storing of minutes, FNA, file notes and reports etc.
Updating of Complaints and gift register
Responsibility to client and Consulting Manager / Senior consultant with regards meetings etc.
Project Management
Year end project planning participation including the preparation of client communication, presentations conducted and reports presented
People
Attend required internal and external forums and training courses.
Maintaining necessary NQF Level credits
Alignment with a senior person for advice and assistance (not necessarily Consulting Manager) for mentorship.
Maintain knowledge of the healthcare industry and keep abreast of changes
Requirements:
Matric,
Accredited with CMS and FSB
NQF 5
Regulatory Examination 1
Relevant Degree or equivalent (an advantage)
2 – 3 years’ experience in a healthcare brokerage
Healthcare industry, product and legislative knowledge
Driver’s license – essential, willing to travel
Professional Membership or Registration: CMS FSB
Drafter
| Designation: | PP1750 – Drafter |
| Category: | Govern Legal Compliance & Sustain – OF5302 |
| Posted by: | Alexander Forbes |
| Posted on: | 02 Oct 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Sandton |
Purpose of the Job:
Drafting rules and amendments to fund rules in line with the legislative framework; negotiate with regulators and clients with regard to outstanding and problematic submissions and ensuring registration/approval of the rules with the regulator.
Overview:
Specialist role in the employee benefits environment, providing drafting support to internal and external clients.
Due to specialized nature of the business, the subject matter involved, the risk and impact of incorrect legal drafting.
Specialist role in the employee benefits environment, providing drafting support to internal and external clients.
Understanding and applying relevant legal requirements specifically in the drafting of rules.
Keep abreast of new legislation, both in South Africa and neighbouring countries.
Providing holistic solutions to internal and external clients with regards to fund.
Interact and maintain good relations with regulatory authorities.
Comply with company policies and procedures of the business.
Provide documentation that is clear, unambiguous and in line with the legislative requirements.
Providing Support to manager.
Requirements:
Minimum 5 years’ experience in Employee Benefits
Minimum 5 years’ experience as a Rules Drafter
Understanding the Retirement Funds legal framework
Intermediate knowledge of MS Word
Extensive knowledge about Retirement Funds
Advance knowledge of legislation impacting Retirement Funds
CANDIDATE REQUIREMENTS
Work Experience
Minimum 5 years’ experience as a Rules Drafter
Administrator – Client Admin
| Designation: | PP2135 – Administrator – Client Admin |
| Category: | Ops & Admin – OF6310 |
| Posted by: | Alexander Forbes |
| Posted on: | 08 Nov 2024 |
| Closing date: | 18 Nov 2024 |
| Location: | Johannesburg |
Purpose of the Job:
The successful incumbent will be responsible for daily business Administration functions and support in the AF Investment Operation – Client Admin team. These functions include, but are not limited to, processing of daily business, client queries, onboarding and exits, static maintenance of clients, various month end reporting and fees. The successful incumbent will report to the Admin Manager within the AFI Operations team.
Overview:
Requirements
National Senior Certificate – Matric
Higher certificate: Administration / Operations / financial services related
1 – 2 years experience Investment Operations
1 year experience Employee benefits
Managing Of daily inbox and client Queries
Ensure all emails are addressed daily within defined timelines.
Escalate any queries where appropriate to management within defined timelines.
Managing client expectations and keep clients up to date with any progress on instructions received.
Ensuring follow-up are done on all queries received.
Ensuring that the inbox is kept neat, and all daily correspondence are moved to the appropriate folders at the end of the day for future reference.
Daily transaction processing
Processing of all instructions received within our defined timelines each day.
Ensure daily processes are adhered too at all times and SLA’s are met every day.
Ensure all instructions are captured and uploaded correctly on LOB.
Updating of all dashboards on daily transactions are completed daily with required information.
Liaise with various teams within the department regarding any special instructions and prepping thereof.
Query / follow up’s done on rejected instructions.
Query / follow up’s done on any unallocated deposits.
LOB maintenance, static, onboarding and exits processes
Continues collaboration with clients to ensure all fund static data are kept up to date on LOB.
Enforce FCC process when onboarding a new client, completing FCC checklist accurately.
Changing of client mandates and other static data on LOB accurately and within SLA.
General
Strict adherence to our turnaround time in responding to emails in the in box.
Ensure that the email inbox is kept neat and up to date.
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.
Participate in and contribute to the regular review of processes and efficiency.
Regular assisting with any testing of all system enhancements for automation.
Completion of any ad-hoc projects from time to time.
Ensure accuracy and attention to detail
Clear emails and queries communication in line with service standards to all clients.
All emails must be read and understood before execution.
Follow all processes and steps put in place on all daily business functions accurately.
Reporting and Month-end
Raising monthly invoices and payments for various clients within defined timelines.
Liaising and obtaining information from various parties within AF and external regarding important month end moves for Finance.
Ensuring all payments are submitted to Finance within defined timelines.
Ensuring all invoices and statements are sent out to clients.
Daily completion of all dashboards.
Stakeholder relationship
Establish strong, trust-based relationships with internal clients, external clients and other teams within AF.
Drive customer loyalty through excellence in customer service support as well as a detailed understanding of the client and all aspects of the client and the market the client operates in
Key Performance Areas
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 and existing clients.
Ensuring that the TCF values are top of mind in all dealing with internal and external clients.
Administrator – Level 1
| Designation: | PP3670 – Administrator – Level 1 |
| Category: | Ops & Admin – OF6310 |
| Posted by: | Alexander Forbes |
| Posted on: | 07 Nov 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Johannesburg |
Purpose of the Job:
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
Overview:
Operational & Financial success
Maintaining expenses in line with Branch standards and limits
Eliminating PI Claims
Fund administration
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
Direct /indirect housing loans where applicable
Preparing 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 of the documents for checking (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.
Embracing & 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
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.
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.
Output, success & 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.
Requirements:
Grade 12 (Matric)
Successfully passed the AF and branch tests/assessments
Industry related work experience
Team Leader Standalone Funds
| Designation: | PP3691 – Team Leader Standalone Funds |
| Category: | Ops & Admin – OF6310 |
| Posted by: | Alexander Forbes |
| Posted on: | 05 Nov 2024 |
| Closing date: | 15 Nov 2024 |
| Location: | Sandton |
Purpose of the Job:
To review and ensure quality of work within a team is processed according to procedure and legislation within a Funds SLA and to assist team with complex queries and to be the back up in managers absence for ensuring deliverables in the team are met. To ensure that you are able to attend client meetings and explain and present complex queries in the event that your immediate manager is unable to attend. To grow and mentor staff and to deal with any disciplinary issues that may arise.
Overview:
Education
Matric – Essential
Diploma in Financial Planning / Retirement Funds or equivalent – Essential
Experience
2 – 3 years supervisory and 5 years industry experience
Supervisory experience, checking and monitoring. Must have experience in all aspects of EB and not specialized functions
Key performance areas
Manage errors and omissions
Drive reduction in E&O’s by following of processes and ensuring controls are in place to mitigate the risk of E&O’s
Manage Budgeting Processes incorporating managing headcount, annual fee increases for admin only clients, revenue leakage and billing opportunities
Addressing fee increases with admin only clients to secure at least a CPI increase annually
Looking critically at staffing needs whether replacement is necessary or not, looking at hiring needs and vs costs of appointments
Ensuring billing opportunities are addressed where work out of SLA is required
Achieve average of 8 on NPS across Funds
Review action items on NPS feedback from clients, aim for score of 8 or higher by servicing clients correctly.
Reduction in escalations from clients by monitoring and driving SLA in team
Addressing non-responses to queries with staff, following up and ensuring client queries are dealt with to maintain service levels
Increase in the number of tasks processed that require no manual intervention from AF resources
Engaging with clients on Khulisa adoption. Getting them registered.
Ensuring manual processing is limited
Data cleanup themes on member & fund level identified and plans in place to correct.
Ensuring monthly health checks on performed, clean up of data, members with negative balances, monitoring members with money in the bank account to mitigate risks of E&O’s
Ensuring operational excellence of all processes by maintaining and managing oversight of the team
Operational Excellence in respect of managing and oversight of:
·- Bills Process
·- Collections of deposits of other income
·- Claims Process
·- Communications and reporting to clients
·- Production of YE checklists
·- Production of Benefit statements
·- Responding to and clearing HSI’s
Ensuring the team carries out their roles accordingly in line with expectations
People perspective
Putting career paths in place for team. Training, development, sharing of knowledge to upskill team
Hiring in terms of transformation policies
Deal with any disciplinary issues
Competencies required
Adaptability and Flexibility
Business relations
Decision Making and Judgement
Process Management
Accountability and Dependability
Planning and Organizing
Problem Solving
Customer Focus
Collaboration and Partnering
Communication
Developing Others
Empowering Others
Change ability
Creative and Innovative Thinking
Initiative
Learning Agility
Drafter
| Designation: | PP3923 – Drafter |
| Category: | Product Management – OF4302 |
| Posted by: | Alexander Forbes |
| Posted on: | 25 Jun 2024 |
| Closing date: | 30 Nov 2024 |
| Location: | Johannesburg |
Purpose of the Job:
Drafting special rules in line with the legislative framework; negotiate with regulators and clients with regard to outstanding and problematic submissions and ensuring registration/approval of the rules with the regulator; and managing and developing staff reporting to the role.
Overview:
Level Summary
Understanding and applying relevant legal requirements specifically in the drafting of rules.
Keep abreast of new legislation, both in South Africa.
Providing holistic solutions to internal and external clients with regards to fund.
Interact and maintain good relations with consulting platform and installations team.
Comply with company policies and procedures of the business.
Provide documentation that is clear, unambiguous and in line with the legislative requirements.
Providing Support to Senior Umbrella Drafters
The Junior Drafter will be responsible for providing drafting services to the business and its clients as follows:
Receiving task through the departmental workflow.
Seeking clarification/ further information from Consultant(s) to ensure that clients’ expectations as well as all legal requirements are met.
Complete drafts accurately 1st time and within the prescribed time frames.
Understanding the legal framework, the requirements of the regulator, AF Administrative practices, and AF Consulting advice to ensure drafting meets all requirements.
Responding to the regulators’ queries and demonstrating an understanding of the legal framework.
Ensure End to End drafting process is completed, that is, complete drafting, obtain signatures, submission to the regulator and obtain registration/approval of the rules.
Update and maintain workflow records.
Key Performance Areas:
Drafting Rules
Understanding the legal framework, regulator’s requirements, AF Administrative practices and AF Consulting advice to ensure drafting meets all requirements.
Liaising with consultants and the regulator to ensure successful resolution of queries.
Drafting Rules
Complete all allocated drafting requests within the target date.
Update the workflow system on progress for the task.
Asses drafting requests and allocate to the appropriate team member.
Requirements:
Minimum 2 years’ experience in Employee Benefits
Minimum 3 years’ experience as a Rules Drafter
Understanding the Retirement Funds legal framework
Intermediate knowledge of MS Word
Extensive knowledge about Retirement Funds
Advance knowledge of legislation impacting Retirement Funds
Senior Drafter
| Designation: | PP3924 – Senior Drafter |
| Category: | Product Management – OF4302 |
| Posted by: | Alexander Forbes |
| Posted on: | 02 Sep 2024 |
| Closing date: | 29 Nov 2024 |
| Location: | Sandton |
Purpose of the Job:
Drafting and checking special rules in line with the legislative framework; negotiate with regulators and clients with regard to outstanding and problematic submissions and ensuring registration/approval of the rules with the regulator; and managing and developing staff reporting directly or indirectly to the role.
Overview:
Level Summary
Understanding and applying relevant legal requirements specifically in the drafting of rules.
Keep abreast of new legislation, both in South Africa.
Providing holistic solutions to internal and external clients with regards to fund.
Interact and maintain good relations with consulting platform and installations team.
Comply with company policies and procedures of the business.
Provide documentation that is clear, unambiguous and in line with the legislative requirements.
Providing Support to Consultants
The Senior Drafter will be responsible for providing drafting services to the business and its clients as follows:
Receiving task through the departmental workflow.
Seeking clarification/ further information from Consultant(s) to ensure that clients’ expectations as well as all legal requirements are met.
Complete drafts accurately 1st time and within the prescribed time frames.
Also check drafts from other drafting team members
Understanding the legal framework, the requirements of the regulator, AF Administrative practices, and AF Consulting advice to ensure drafting meets all requirements.
Responding to the regulators’ queries and demonstrating an understanding of the legal framework.
Ensure End to End drafting process is completed, that is, complete drafting, obtain signatures, submission to the regulator and obtain registration/approval of the rules.
Update and maintain workflow records.
Key Performance Areas:
Drafting Rules
Understanding the legal framework, regulator’s requirements, AF Administrative practices and AF Consulting advice to ensure drafting meets all requirements.
Liaising with consultants and the regulator to ensure successful resolution of queries.
Drafting
Complete all allocated drafting requests within the target date.
Update the workflow system on progress for the task.
Asses drafting requests and allocate to the appropriate team member administration
Requirements
Minimum 2 years’ experience in Employee Benefits
Minimum 5 years’ experience as a Rules Drafter
Understanding the Retirement Funds legal framework
Intermediate knowledge of MS Word
Extensive knowledge about Retirement Funds
Advance knowledge of legislation impacting Retirement Funds
Business Acumen: Understands how the Umbrella business operates, what the key issues and risks are, and what drives business success.
Client/Stakeholder Commitment: Anticipates, meets and exceeds client’s needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity
Drive for Results: Drive a sense of urgency, focus, accountability, agility and execution to deliver business results
Leads Change and Innovation: Actively leads change, does what is right for the business and drives continuous improvement through innovation
Motivating and Inspiring Team and colleagues: Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, and empowerment in others and encouraging them to contribute to the best of their ability
Strategic Thinking: Create, reviews and monitors a competitive solution with breakthrough strategies to drive short term profitability and long-term business growth.
Administration Manager (Rustenburg based)
| Designation: | PP3962 – Administration Manager (Rustenburg based) |
| Category: | Ops & Admin – OF6310 |
| Posted by: | Alexander Forbes |
| Posted on: | 05 Nov 2024 |
| Closing date: | 18 Nov 2024 |
| Location: | Rustenburg |
Purpose of the Job:
To manage a portfolio of Funds / clients and ensure all work is done according to SLA and within AF Processes and according to best practice and to ensure client needs are met. To lead a team of people, to grow and develop them in their careers and to ensure they are fulfilling their requirements.
Overview:
Education
Matric – Essential
Diploma in Financial Planning / Retirement Funds or equivalent – Recommended
Experience
Minimum 7 years of employee benefits experience within Financial Services industry – Essential
3 – 5 years managing people – Essential
This position requires that the individual demonstrates strong servicing skills and is keen and experienced in client operational servicing standards.
This role will require frequent travelling to the onsite office based in Rustenburg
Candidates based in Pretoria/Sandton would be considered if successful incumbent can make the necessary travel arrangements
Key responsibilities
Manage Errors and Omissions (E&O’s)
Drive reduction in E&O’s by following of processes and ensuring controls are in place to mitigate the risk of E&O’s
Manage Budgeting Processes incorporating managing headcount, annual fee increases for admin only clients, revenue leakage and billing opportunities
Addressing fee increases with admin only clients to secure at least a CPI increase annually
Looking critically at staffing needs whether replacement is necessary or not, looking at hiring needs and vs costs of appointments
Ensuring billing opportunities are addressed where work out of SLA is required
Achieve average of 8 on NPS across Funds
Review action items on NPS feedback from clients, aim for score of 8 or higher by servicing clients correctly.
Reduction in escalations from clients by monitoring and driving SLA in team
Addressing non-responses to queries with staff, following up and ensuring client queries are dealt with to maintain service levels
Increase in the number of tasks processed that require no manual intervention from AF resources
Engaging with clients on Khulisa adoption.Getting them registered.
Ensuring manual processing is limited
Data cleanup themes on member & fund level identified and plans in place to correct.
Ensuring monthly health checks on performed, clean-up of data, members with negative balances, monitoring members with money in the bank account to mitigate risks of E&O’s
Ensuring operational excellence of all processes by maintaining and managing oversight of the team
Operational Excellence in respect of managing and oversight of:
Bills Process
Collections of deposits of other income
Claims Process
Communications and reporting to clients
Production of YE checklists
Production of Benefit statements
Responding to and clearing HSI’s
People perspective
Putting career paths in place for team .Training, development, sharing of knowledge to upskill team
Hiring in terms of transformation policies
Competencies required
Adaptability and Flexibility
Business relations
Decision Making and Judgement
Process Management
Accountability and Dependability
Planning and Organizing
Problem Solving
Customer Focus
Change Management
All the best with your applications
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