Alexforbes Jobs:

To apply, click on the link at the end of the posts and all the best with your applications.

1. Actuarial Analyst
2. Team Leader Contact Centre
3.  Healthcare Consultant
4. Administrator: Retirement Funds Admin
5. Senior Administrator
6. Technical Specialist: Client Transition

Actuarial Analyst

Category:	OUTvest Data & Actuarial
Posted by:	Alexander Forbes
Posted on:	20 Feb 2024
Closing date:	11 Mar 2024
Location:	Sandton

Purpose of the Job:

This role is ideal for someone who thrives in an agile environment and is eager to see the tangible impact of their work across the full development cycle within a small collaborative team with a wide range of responsibilities

Overview:

•Utilise advanced programming skills to analyse and interpret complex datasets.
•Develop and refine statistical models and algorithms, employing languages such as R, Python, SQL, or C#, to ensure our financial planning and investment strategies are centred around our clients and driven by data.
•Participate actively in all phases of the product development cycle, from conceptualisation to deployment and management, ensuring solutions are aligned with client needs.
•Collaborate closely with a compact, agile team, contributing to a collaborative environment where each member’s input is valued and has a significant impact.
•Communicate complex data findings in a clear and compelling manner, informing strategic decisions, and enhancing our client-focused service delivery.
•Stay abreast of industry trends, continuously seeking innovative methods to refine our offerings and heighten client satisfaction.

Qualifications: 

•Bachelor’s or postgraduate degree in Data Science, Actuarial Science, Statistics, Mathematics, Computer Science, or a related field.
•A minimum of 1 to 2 years of relevant experience, with a solid grounding in a data science or actuarial role within the financial sector.
•Proficiency in programming languages such as R, Python, SQL, and C#, with a passion for harnessing these skills to ddress complex, client-focused challenges.
•Experience with data visualisation tools like Power BI and/or actuarial software.
•Excellent analytical, problem-solving, and communication skills.
•A proactive, adaptable approach, ready to take on the multifaceted challenges of a startup environment.

Team Leader Contact Centre

Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	06 Mar 2024
Closing date:	22 Mar 2024
Location:	Sandton

Purpose of the Job:

A team leader is responsible for overseeing the performance of a team of call or contact centre operators. The experienced, provide leadership, coaching and support to their team, and develop plans to achieve the call or contact centre targets.

Overview:

Education

• Matric – Essential
• National diploma : Contact center management – Essential
• Experience required
• Seasoned professional with 3 – 5 years’ experience.
• Must have experience in managing a team dealing with inbound calls at a financial services contact center
• Advantageous – Experience in managing admin function within a contact center
• 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 on a daily basis.
• Identify, review and propose solutions to issues identified or picked up during the course of performing day to day duties
• Shift and adherence managementto 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 teams 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 relationships.
• 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 behaviors 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 operator

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 ones approach to maintain efficiency within a variety of circumstances, and with individuals and groups within the organisation, processes, protocols, requirements, or cultures

 Healthcare Consultant

Category:	Health Consulting – OF2301
Posted by:	Alexander Forbes
Posted on:	24 Jan 2024
Closing date:	08 Mar 2024
Location:	Sandton

Purpose of the Job:

The purpose of the job is to implement, manage and monitor the healthcare strategy for clients, ensure client retention, provide professional and exceptional quality of service at all times as per agreed service level agreement. In conjunction with Consulting Manager 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. Effectively run own portfolio of clients with guidance from the Consulting Manager.

Overview:

Financial

•Maintaining existing client base 
•Ensuring services offered to clients and that are signed off by Consulting Manager do not exceed income as per P&L
•Identify new business opportunities, growth, new business and cross selling opportunities within client base
•Promote cross-selling initiatives within AF 
•Updating Consulting Manager on changes to client base
•Notify Consulting Manager and compliance officer on errors/omissions that may lead to AFH being held accountable
•Manage costs within your control, including costs relating to travel, accommodation, telephone and printing.
•Ensuring confirmation of income is done quarterly for all clients 
•Notifying Consulting Manager of expenses to be incurred
•Managing client wellness fund budget where applicable

Clients
In consultation with Consulting Manager
Consulting and reporting 

•Preparing and presenting changes to the client’s current medical scheme that could affect them as an employer as well as their individual employees. 
•Provide advice to the employer pertaining to benefits, legislation and pending changes which could impact on each particular scheme.
•Ensure that the client’s health care arrangements remain competitive and cost effective and appropriate for the client and the profile of employees.
•Negotiating on behalf of employers with schemes (window periods, reviewing of underwriting status)
•Planning and implementing Health/Wellness Days
•Monitoring and ensuring resolution of client queries and the checking and processing of new member application forms, sent to the service hub 
•Monitoring of tracking report regarding outstanding member application forms
•Compile all client reports, Year End Feedback report, Mid Year Report, Market Review, Review of Health care policy and subsidy review.
In consultation with Consulting Manager – Consulting and reporting:
•Preparing and presenting changes to the client’s current medical scheme that could affect them as an employer as well as their individual employees. 
•Provide advice to the employer pertaining to benefits, legislation and pending changes which could impact on each particular scheme.
•Ensure that the client’s health care arrangements remain competitive and cost effective and appropriate for the client and the profile of employees.
•Negotiating on behalf of employers with schemes (window periods, reviewing of underwriting status)
•Planning and implementing Health/Wellness Days
•Monitoring and ensuring resolution of client queries and the checking and processing of new member application forms, sent to the service hub 
•Monitoring of tracking report regarding outstanding member application forms
•Compile all client reports, Year End Feedback report, Mid Year Report, Market Review, Review of Health care policy and subsidy review.
Communication and training:
•Compilation of HR Packs, induction presentations, creating and customizing presentations for client’s specific needs.
•Facilitating the setup of intranet sites as and when required
•Compilation and distribution of member communication relating to year end, intervention letters and scheme changes 
•Conducting presentations and workshops for employer contacts, members and employees at year end and during the year as needed.  Distribution of induction material
•Management of client email queries and incoming telephone calls and ensuring resolution
•Daily communication and correspondence with clients, both formal and informal 
Billing:
•Facilitation of billing reconciliations if required by client
•Provide payroll contact training as and when required and maintain relationships
Meetings:
•Drafting and circulation of minutes after each meeting to company contacts.  Minutes must be signed off by client prior to filing
•Ensuring tasks assigned on minutes are completed in agreed timeframe and to clients satisfaction 
Management of client expectations, maintaining pro-active relationships and remaining client focused at all times

Compliance to internal processes

•Adherence to compliance as set out in company compliance manual and consultants manual
•Act as the interface between member and client
•Compile and agree on Year Planner with client and ensuring that services offered are met.
•Complying to delivering service and commitments to the client thus building maintaining a trust relationship with 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.
•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. 
•Adhering to scheme champion protocols and guidelines  
•Updating of complaints and gift register

Project Management

•Contribution to business development/projects/initiatives
•Year end project planning participation including the preparation of client communication, presentations conducted and reports presented

People:
Self-development
•Maintain knowledge, and keep abreast of changes, in the medical schemes’ industry.
•Attend required internal forums and training courses.
•Maintaining necessary NQF Level credits
•Alignment with a senior person for advice and assistance (not necessarily consulting manager) for mentorship. 

Education and Experience:
•Relevant Bachelor’s Degree or equivalent or 3 year diploma
•FAIS Accredited (120 Credits NQF Level 5) 3 year degree/diploma – Desirable
•Specific subjects required in qualification Long Term Category A,  Short Term Personal Lines, Health Benefits – Essential
•Passed Regulatory Exams 
•3 years’ experience in Healthcare Industry
•2 years’ experience in consulting to clients in a healthcare brokerage
•Healthcare Industry, Product and legislative knowledge
•Client management knowledge
•Must be fluent in Afrikaans
•Driver’s license – essential,  willing to travel
Professional Membership or Registration
•CMS
•FSB 

Administrator: Retirement Funds Admin

Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	29 Feb 2024
Closing date:	08 Mar 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

• Grade 12 (Matric) – Essential
• Having achieved or studying towards a retirement fund qualification or equivalent qualification – AdvantageousExperience required
• Minimum 1 years’ industry related experience – AdvantageousDecision 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 own portfolio
• Deadline driven, with the utmost of accuracy (attention to detail) and compliance.
• Must be able follow and to solve problems or make decisions making reference to Manuals, Company policies and procedures, external/ internal resources, Legislature and general practices within statutory Funds.Problem solving and communication
• Solve data or system problems
• Analyse information and select best solution from a range of alternative solutions
• Verbal and written communication.
• Able to present in client meetings or training sessions with clients

Key responsibilities

Maintaining expenses in line with Branch standards and limits

 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
• 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

• 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
• 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.
• The image of Alexander Forbes Operation & Administration must e maintained and improved by providing prompt, polite and efficient service.
• 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.

Senior Administrator

Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	27 Feb 2024
Closing date:	08 Mar 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.

Overview:

EducationGrade 12 (Matric) – EssentialHaving achieved or studying towards a retirement fund qualification or equivalent qualification – Advantageous

• Level summary
• Position does not require a post graduate qualification
• Minimum 3 years of Billing experience within the Retirement Fund industry

• 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 own portfolio
• Deadline driven, with the utmost of accuracy (attention to detail) and compliance.
• Must be able follow and to solve problems or make decisions making reference to Manuals, Company policies and procedures, external/ internal resources, Legislature and general practices within statutory Funds.Problem solving and communication
• Solve data or system problems
• Analyse information and select best solution from a range of alternative solutions
• Verbal and written communication.
• Able to present in client meetings or training sessions with clients

• Leadership Lead, guide & support
• Training junior staff where necessary
• Assist in establishing and maintaining accurate procedures and processes
• Accountability
• Ability to take ownership and responsibility for the portfolio of funds Key responsibilitiesOperational and financial successMaintaining expenses in line with Branch standards and limitsMaintaining & managing Fund AllocationsEliminating PI ClaimsFund 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
• 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.
• The image of Alexander Forbes Operation & Administration must e maintained and improved by providing prompt, polite and efficient service.
• 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

Technical Specialist: Client Transition

Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	19 Feb 2024
Closing date:	15 Mar 2024
Location:	Sandton

Purpose of the Job:

To ensure delivery of quality service after reviewing specific tasks to our internal and external clients

Overview:

EducationMatric –EssentialBachelor’s Degree (3 years – 360 credits) Business/ Commerce/ IT – AdvantageousData analysis, Computer literacy, Alexforbes systems – Working knowledge essential and recommendedExperience requiredEmployee Benefits – Retirement Fund Administration – 3 to 5 years (Essential)Key performance areasClient Onboarding

• New Business:
• Ensure timeous delivery of action items as defined and outlined in the project plan(s)
• Ensure client schedules are fully analysed in line with the rules of the fund and AF best practice requirements and procedures
• Drive ongoing engagement with client to ensure that schedules become compliant within the shortest time possible
• Drive roll out of Employer access to digital solutions in line with current practice and procedures and provide client with feedback throughout the process
• Escalate any delays/ road blocks to Manager in order to ensure that client expectations and SLA’s are not compromised

Existing Business:

• Ensure client schedules are fully analyzed in line with AF best practice requirements and procedures
• Drive ongoing engagement with client to ensure that schedules are become compliant within the shortest time possible
• Deliver on reporting to business as may be required until schedules are compliant/ reached agreed level of complianc

• Administration presentation
• Provide process and procedural training to new Clients Payroll and Human Resources on Alexforbes administration procedures and processes (both administrative and digital processes

• Uphold service standards
• Clear emails and queries in line with service standards.
• Ensure that contribution schedule related queries pertaining to new business are prioritized
• Ensure project plans are being managed, updated, distributed and progressing towards agreed target dates and deadlines.Quality assurance
• Ensuring the Legislative requirements and/or SLA/SLS are being adhered to
• Ensuring the output produced are of the highest quality
• Living the zero error culture and impacting on the elimination of E&O’sSystems and reporting
• Ensure all reporting is delivered as per agreed timelineStakeholder relationship
• Establish strong, trust-based relationships with internal clients, external clients and other teams within Alexforbes.
• 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.
• Ensuring that the TCF values are top of mind in all dealing with internal and external clients.Customer experience
• Manage customer experience at all touch points
• Implement the 6 TCF ways in daily operations ensuring that the TCF values are top of mind in all dealing with internal and external clients
• Embed the requirements of POPIA into the team in so far as it applies to the processes performedCompetenciesBusiness skills
• Strong client servicing skills and is keen and experienced in client servicing standards
• Performs duties within own area with direction from line Manager
• Good oral & written communication skills
• Good Presentation skills
• Ability to follow Manuals, Company policies and procedures, external/ internal resources, Legislature, and general practices within statutory Funds
• Ability to multi-taskFunctional skills
• Strong analytical skills
• Ability to review and understand the applicable legislation relevant to function
• Working knowledge of DC or DB funds
• Working knowledge of employee benefit administration processes
• Knowledge of different retirement funds
• Ability to work with large and complex data sets and identify problems/ complete reasonability checks
• Good Project management skillsPeople skills
• Teamwork
• Collaboration
• Respectfulness
• ReliabilityCore competencies
• Collaboration
• Communication
• Flexibility and adaptability
• Initiative

Click here to apply

All the best with your applications.