Alexforbes Jobs

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

1. Legal Advisor
2. Operations Manager
3. Service Consultant
4.  Service Consultant (Durban)
5. Principal Investment Consultant
6. Regional Executive
7. Contact Centre Manager
8. Healthcare Consultant
9. Senior Administrator: Umbrella Funds
10. Senior Disability Consultant

Legal Advisor

Designation:	PP3838 – Legal Advisor
Category:	Govern Legal Compliance & Sustain – OF5302
Posted by:	Alexander Forbes
Posted on:	06 Mar 2024
Closing date:	05 Apr 2024
Location:	Sandton

Purpose of the Job:

To provide comprehensive legal solutions to employee benefit clients and the business with the aim of ensuring compliance to legal requirements and minimizing risk of non-compliance.

Overview:

 The Legal Advisor will be responsible for providing general and specialist legal services to the business and its clients as follows:

• General legal and pensions law queries, insurance, compliance and investments,
• General legal and pensions law queries for Southern Africa
• Responding to Pension Fund Adjudicator and Ombudsman cases
• Drafting and vetting contracts and service level agreements
• Assist and support senior legal advisors with research and complex legal matters and projects.
• Writing publications for internal and external use
• Actioning court documents and communicating with external attorneys.

Minimum requirements:

• Essential: 3 year degree/ diploma (Honours/BProc)
• Desirable: Articled Attorney, LLB
• Financial Services background 
• Intermediary skills of employee benefits is essential
• Business writing skills
• Communication
• Analytical skills
• Resilience and coping with stress
• Decisiveness
• Computer literacy

Operations Manager

Designation:	PP3836 -Operations Manager
Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	26 Mar 2024
Closing date:	02 Apr 2024
Location:	Sandton

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 existFinancial 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 relationships.

Leadership competencies

• Commercial acumen
• Strategic orientation
• Impactful leadership
• Driving change
• Purposeful collaboration
• Growing capability

Strategic competencies

Execution Excellence

• Delivery
• Operational Excellence
• Accountability

Customer Connection

• Building Relationships

People Priority

• Collaboration Culture
• Managing Performance
• Developing Talent

Service Consultant

Designation:	PP2986 – Service Consultant
Category:	Health Consulting – OF2301
Posted by:	Alexander Forbes
Posted on:	22 Mar 2024
Closing date:	01 Apr 2024

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”.

Key performance areas:

• Manage medical scheme membership retention
• New business growth
• Client satisfaction and customer orientation

• Integrated value proposition and collaborations across the broader AF Group divisions
• Client management and consulting
• Maintain client relationships
• Ensuring compliance to internal processes and industry bodies

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 be incurred.

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

KEY PERFORMANCE AREAS

Matric,

• Accredited with CMS and FSB

• NQF 5

• Regulatory Examination 1

• 2 – 3 years’ experience in a healthcare brokerage

• Driver’s license – essential, willing to travel

 Service Consultant (Durban)

Designation:	PP2952 – Service Consultant (Durban)
Category:	Health Consulting – OF2301
Posted by:	Alexander Forbes
Posted on:	26 Jan 2024
Closing date:	30 Mar 2024
Location:	Durban

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:

Key performance areas
•Manage medical scheme membership retention 
•New business growth 
•Client satisfaction and customer orientation 
•Integrated value proposition and collaborations across the broader AF Group divisions 
•Client management and consulting 
•Maintain client relationships 
•Ensuring compliance to internal processes and industry bodies 

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 be incurred.
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

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.
•Established solid relationships with key client contacts
•Client serviced professionally as per year planner
•Communication to Senior Consultant and Consulting manager on client activities done
•Above average client satisfaction score 36%
•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

Education and Experience
•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

Principal Investment Consultant

Designation:	PP2465 – Principal Investment Consultant
Category:	Investments Consulting – OF2302
Posted by:	Alexander Forbes
Posted on:	25 Mar 2024
Closing date:	01 Apr 2024

Purpose of the Job:

Purpose • To keep and grow clients by being the trusted advisor that delivers impartial, expert investment advice in a professional manner ensuring at all times that Alexforbes’ standards are maintained and best advice is adhered to • To implement the advice-led investment consulting process and to drive the philosophy internally and externally, taking appropriate best advice in-house solutions to clients where applicable and appropriate with demonstrable value-add to the client • To ensure client satisfaction by providing quality service through co-ordinating all internal and external contacts. • To manage and grow a profitable portfolio of clients and manage clients at risk • To influence, challenge and shape investment thinking within the business and industry. • To assist in the development of junior staff

Key Performance Area:

Client Responsibilities:

• Provide investment advice pertaining to client’s specific needs and in accordance with the advice-led investment consulting framework and FAIS
• To be the lead consultant to clients covering responsibilities such as:
• Governance
• Ensure all client investment strategies are aligned to Alexander Forbes best advice
• Portfolio construction including asset allocation (interpretation of modelling with ALM specialist’s assistance), application of the reference portfolio framework, asset manager selection and blending
• Interpretation of performance reports
• Presenting investment strategies and performance to clients
• Compile comprehensive consulting reports for clients on investment-related matters
• Keep clients updated with developments in the investment market.
• Perform investment performance presentations, workshops, trustee training as and when required
• Lead discussions on ESG
• Assist the client in assessing unlisted investment opportunities
• Manage investment component of trustee meetings
• Secretarial functions relating to agenda packs, meeting attendance and minutes where required
• Effective verbal and written communication to internal and external parties
• Ensure timeous response to client queries and requests
• Ensure that standard documents, such as quarterly reports, surveys, records of advice etc, are issued timeously to clients.
• Co-ordinate the entire workflow process for servicing the client portfolio by managing the work of junior consultants and other internal and external service provider, asset managers etc
• Retain responsibility for all FICA and FAIS documentation.
• Ensure deadlines are met and client expectations are managed
• Maintain and grow client base
• Build and maintain a relationship of trust with client
• Remain client-focused at all times

Financial Objectives:

• Set appropriate budgets and financial objectives with HoD
• Monitor progress against objectives
• Accurately capture time so that clients can be billed accordingly
• Ongoing reviewing of fees in line with any changes, and assessment of appropriate fee structure
• Ensure the correct fees are being charged, and that additional work is being charged.
• Ensure clients are invoiced and fees are collected timeously and expenses are controlled
• To be opportunity seeking by expanding services and products provided to the client portfolio using in-house solutions where appropriate
• To use ones network to acquire new business and expand the client base
• To comply with all financial policies and procedures
• Accountable for P&L in respect of margins, expenditure, client fees

Strategic Responsibilities:

• Give strategic input into the broader business strategy including growth plans, strategic revenue initiatives and new business initiatives
• Accountable to the Head: Investment Advisory for execution of plans and delivery of results
• Effective monitoring of projects and accountability for implementation within own portfolio of clients
• Effective implementation of the advice-led investment consulting framework
• To influence investment thinking by producing thought leadership material to position to market, to media, at industry conferences
• To raise the profile of AF Investments as leading providers of investment advice
• Build and maintain strategic, financial and operational relationships with key business heads within AF.
• Management of strategic relationships with internal and external stakeholders
• Ensure that all legal agreements are aligned with company strategy and are in accordance with legal requirements. Risk awareness and the management of advice risk is of vital importance in the position.

People Management and Self Development:

• Live the AF values of Integrity, Customer First, Care and Leadership and to lead by example
• Drive a high-performance culture
• Responsible for motivation and development of the team
• Provide training, guidance, growth opportunities and mentorship to junior members of the team ensuring improved employee engagement and long term retention of junior talent
• Provide honest & timely feedback on delivery, areas of strength and areas for improvement to junior staff
• Set, communicate, and implement development plans for subordinates and assess performance regularly for direct reports
• Display self-awareness and insight into areas of strength and development seek out challenges to improve skill set
• Seek and act on constructive performance feedback
• Remain abreast of new innovations, regulations, and technologies in the investment consulting space.

KEY PERFORMANCE AREAS

B. Com or B Sc Hons (with post grad qualification) and CFA/MBA/ Actuarial Fellowship, CFP/ CAIA or other equivalent qualification

Matric

Regulatory Examination 5 (Representative)

Regional Executive

Designation:	PP2292 – Regional Executive
Category:	Health Consulting – OF2301
Posted by:	Alexander Forbes
Posted on:	18 Mar 2024
Closing date:	29 Mar 2024
Location:	Cape Town

Purpose of the Job:

Reporting to the Managing Executive/ Head of AF Health, the Regional Executive will be responsible for the management, implementation and execution of the health business strategy, implementation of and alignment to the overall Group Client strategy, enable the achievement of Group budgets and targets and build and maintain lasting relationships both internally and externally. This role will be responsible for driving and ensuring continuous profitability and growth of the Regional Area/Branch through the servicing of clients, the development of effective client servicing teams and driving strategic Group initiatives whilst ensuring the adherence to all governance and risk management standards. This role will also include the management of the health in-sourced sales team

Overview:

• Contribute to formalising and implementing the defined servicing and strategic model including the value proposition
• Drive continuous growth in Regional branch revenue
• Ensuring the retainer fees and commission are received in accordance with SLA
• Target projects and opportunities where billing opportunities exist
• Effective management of management of portfolio profitability
• Ensuring all client portfolios are running smoothly and all action items are dealt with timeously
• Owns self & career development; has development plan; actively reinforces strengths and seeks out challenges to improve areas of improvement.
• Effective management of the branch
• Health client segmentation
• Contribute to determination of service model and best practice
• Profitable and sustainable key account model
• Build and implement key client strategy

People Strategy and Management

• Implement and communicate the strategy
• Contribute to building and executing the development of the Regional team
• Drive accreditation and professionalism
• Mentorship and leadership
• Seeks and acts on constructive performance feedback
• Subordinates have up to date development plans and receive regular performance feedback

Key Client Management

• Implement a key client strategy, aligned to AF Group for the Region
• Manage portfolio of key client accounts
• Define and implement service delivery – client plans, Group client profitability, servicing requirements
• Develop, contribute to and implement Regional and Business value proposition internally and externally
• Participation in technical and strategic working committees within business in formalising best practice approach
• Management and ensuring service delivery of Group business units to portfolio of key clients
• Undertake the day to day planning and management of the key clients and plans
• Ensure the formulation and implementation of client business plans
• Ensure that opportunities for development of the business are identified and executed
• Direct contribution to the attainment of business client solution objectives
• Manage and plan the expansion of key client accounts on a long term basis
• Develop and communicate value proposition and offering
• Collaboration with Group business units

Business Development

• Formalise and implement retention and acquisition business strategy for portfolio of key clients within the Region
• Collaborate with all Group business units. Communicate value proposition and offering
• Collaborate with business units in identifying, developing and implementing solutions for portfolio of key clients
• Participate in client solution development and implementation
• New business acquisition across Group business lines to drive Group profitability
• Manage and Support the Health New Business Team and Support the wider Group New Business Team

Internal Operations Governance and Compliance

• Implement effective operating model within the Regional business (account management, specialist support, etc.)
• Compliant and well governed business unit
• Ensure adherence to regulatory and internal business requirements and processes
• Contribute to effective identification management and mitigation of business risks
• Promote good corporate governance Ensure compliance to statutory and industry regulations and directives

Performance Management

Defined and implemented detailed business score card and performance contracting.

Budget Setting, Financial Management and Forecasting

• Setting of budgets and targets for the Region
• Evaluating and monitoring of progress towards achievement of budgets and targets
• Management of revenue and expense targets
• Implementing and assessing action plans towards attaining budgets and targets set
• Collaborate with Group business units in aligning client strategy and business unit objectives
• Support aligning budgeting to strategic plans and initiatives
• Delivery against targeted Group initiatives
• Effective forecasting
• Ensure the contribution to challenging but realistic budgets in order to achieve desired objectives
• Manage costs and expenses
• Ensuring the penetration of employer solutions into existing and new clients
• Developing current business into larger business

Leadership, Staff Engagement and Talent Management

• Contribute to building and maintaining a market leading professional Regional team
• Implement a performance driven culture to deliver on business objectives
• Build and contribute to the culture of the business
• Lead influence and engender the appropriate behaviour character and temperament for success

Key Stakeholder Engagement

• Internal stakeholder engagement
• External stakeholder engagement (e.g. Regulators, industry bodies, professional associations etc.)
• Communicate with stakeholders to ensure mutual understanding on issues that impact business
• Inform stakeholders of plans or strategy through various channels
• Receive feedback from stakeholders
• Develop and maintain healthy relations with all key stakeholders

Requirements

• Undergraduate and post-graduate degree with relevant professional qualification
• FAIS Compliant (Key Individual – preferable)
• Class of Business & CPD’s
• 5- 7 years’ senior management experience with at least 5 years in the Health and Employee Benefits industry
• Thorough understanding of the Health Industry, related Governance, legal and risk management standards, products, legislation, and requirements of the functional area.
• Thorough understanding of the Strategic and Operational business requirements aligned to the Industry, Region and Client Portfolios.
• 7 -10 years’ experience, 5 of which must be client servicing, consulting or managing a portfolio of clients, and at least 2 in a People/Team Management and new business.
• Geographic Location: Western Cape (preference) or KZN

Contact Centre Manager

Designation:	PP2265 – Contact Centre Manager
Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	19 Mar 2024
Closing date:	03 Apr 2024
Location:	Sandton

Purpose of the Job:

A Contact Centre Manger is responsible for overseeing the performance of the Contact Centre. The experienced, provide leadership, coaching and support to Team Leaders, and develop plans to achieve contact centre targets which includes innovation in processes and technologies. A Contact Centre Manger is responsible for overseeing the performance of the Contact Centre. The experienced, provide leadership, coaching and support to Team Leaders, and develop plans to achieve contact centre targets which includes innovation in processes and technologies.

Education

• Matric – Essential
• National diploma/Bachelor’s degree (360 credits) : Business management – Essential

Experience required

• Seasoned professional with 5 –10years’ experience in managing a inbound contact center.
• Extensive IVR Knowledge
• Project Management
• Extensive knowledge of Key Contact Centre KPIs
• Key understanding of Contact center principles
• Must have managed a minimum of 60 agents and 3 to 4 team leaders
• Experience in an Omni Channel environment

Key performance areas

Operational effectiveness

• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning
• Working with HR and Recruitment drive the recruitment & selection of Team Leaders and Agents
• Developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Ensures service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Review management information and make suggestions, recommendations as to improvements across the contact centre
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with MIS Team to ensure the most effective resource plans are developed and achieved

Data management and integrity

• Drive the process that ensures the accuracy, completeness, consistency, and validity of an organization CRM data
• Together with the MIS, analyse CRM data quality improvement opportunities

Adhering to policies, procedures and protocols

• 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 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.
• Develop people in line with job function
• 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 behavior 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 organization, 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 organization
• The ability to handle stress and problems without loss of focus, enthusiasm and professional composure.

People skills

• Excellent inter-personal skills
• Active listening skills
• Empower employees
• Demonstrate integrity
• Mentoring and coaching skills
• Art of delegation
• Innovate and inspire
• Managing emotions
• Assertiveness

Leadership skills

• Excellent inter-personal skills
• Active listening skills
• Empower employees
• Demonstrate integrity
• Mentoring and coaching skills
• Art of delegation
• Innovate and inspire
• Managing emotions
• Assertiveness

Core competencies

• Consistently high quality of work – Superior work standard
• Be Accessible and Approachable
• Reliability and consistency
• Quick at problem solving
• Manage change and conflict
• People management skills
• Excel at workforce management
• Demonstrate leadership
• Have strong communication skills
• Exceptional customer service
• Demonstrate emotional intelligence
• Technical proficiency

Healthcare Consultant

Designation:	PP0995 – Healthcare Consultant
Category:	Health Consulting – OF2301
Posted by:	Alexander Forbes
Posted on:	24 Jan 2024
Closing date:	05 Apr 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

Senior Administrator: Umbrella Funds

Designation:	PP0946 – Senior Administrator: Umbrella Funds
Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	20 Mar 2024
Closing date:	03 Apr 2024
Location:	Sandton

Purpose of the Job:

To administer a Fund or portfolio of Funds according to the AF best practices and procedures within the time standards as defined in the clients Service Level Standards. The function is a multiskilled function which requires the production of Trustee reports and annual benefit statements. Understanding complexities within Funds and how to interpret the rules of Funds to navigate these queries and ensure accurate administration.

Education

• Grade 12 (Matric) – Essential
• Having achieved or studying towards a retirement fund qualification or equivalent qualification – Advantageous

Level summary

• Minimum 3 years’ of retirement fund administration experience within financial services institution – Compulsory 
• Position requires a multi skilled senior administrator

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 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
• 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

Senior Disability Consultant

Designation:	PP0782 – Senior Disability Consultant
Category:	Health Consulting – OF2301
Posted by:	Alexander Forbes
Posted on:	05 Feb 2024
Closing date:	05 Apr 2024
Location:	Sandton

Purpose of the Job:

To manage claims within client portfolio, perform disability / incapacity assessments and consult to clients with regards to disability, incapacity and absenteeism and supervise an associate disability consultant.

Manage the disability, ill health and incapacity claims, within your clients portfolio

• Perform disability / incapacity assessments
• Liaise with the relevant insurers and medical specialists
• Liaise with the client – HR, Management team and EXCO where need be
• Compile reports to clients, weekly, monthly, quarterly and annually
• Present to clients at trustee meetings, panel meetings or managerial meetings
• Completed disability / incapacity assessments and decisions provided to the insurer and client Reports received by client on status of claims.

Consulting

• Consult with corporate clients on absenteeism, disability, ill health and incapacity
• Implement interventions to manage health risks
• Documented consultations with clients and outcomes thereof

Supervision

• Supervise associate disability consultants assessments and client
• Develop relationship with team that will foster a good working environment
• Manage client portfolio of the team supervising with Team Manager Assume team manager role in the absence of the team manager

Client Management

• Ensure client satisfaction
• Conduct training sessions and presentations to clients
• Compile Trustee reports and present to Trustees
• Compile and perform fund analysis
• Monthly status reporting
• Reports compiled within agreed timelines and submitted

Case Management

• Ensure claims (incapacity and disability) allocated meet the required standard
• Manage client queries
• Ensure effective communication with role players involved in the claims process
• Positive feedback from clients 

Requirements:

• BSC Occupational Therapy / BSC Physiotherapy (or equivalent Bachelor’s degree)
• Above 3 years’ experience in the insurance or health risk management industry and 2 years clinical experience
• Must be registered with HPCSA
• Extensive practical experience on Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Extensive clinical knowledge and application in assessments Knowledge of Labour relations Act, BCEA
• Vocational rehabilitation knowledge

Click here to apply

All the best with your applications.