Alexforbes Jobs

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

1. Contact Centre Learnership
2. SQL Database Specialist
3. Senior Administrator : Umbrella Funds
4. Junior Tax Specialist

Contact Centre Learnership

Category:	Human Capital & Transformation – OF5300
Posted by:	Alexander Forbes
Posted on:	08 May 2024
Closing date:	20 May 2024

Purpose of the Job:

Duration and Qualification: This is a 12 fixed team contract for a Contact Centre Learnership. Purpose of the role: Interact telephonically or via email to provide and process information in response to queries and requests. Provide the highest level of customer service to all clients taking full responsibility and accountability for the timely resolution of queries and requests.

Overview:

Key Performance Areas

Customer Service

• Acknowledge and appropriately assist clients in a timely manner, maintaining agreed service level 
• Manage telephone calls professionally, efficiently and with good communication skills.
• Accurately log all expressions of dissatisfaction from clients onto the complaints system. 
• Use appropriate greeting and closing/ending and exercise courteous mannerism. Build a rapport, by accurate use of voice, tone, pitch, body language/gestures.
• Ability to engage clients in conversations that build an understanding of their needs & requirements by using effective probing and listening skills
• Creating a positive client experience by providing accurate business information, escalate when needed in a professional and timely manner
• Display a sense of urgency towards all client inquiries, demonstrating the importance of the client.
• To maintain and update all contact details with availability of various contact methods on file.
• Matching response appropriately to clients communication
• Willingly and openly sharing information to add to team effectiveness
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities
• Capture accurate status codes on all customer contacts ensuring correct reporting and follow ups.
• Cature all secondary contacts (appointments) with detailed notes onto CRM for quick and easy understanding of client query.
• Escalate customer queries / complaints to Senior staff when necessary.
• Maintain minimum service level targets. 
• For queries that are unable to resolve within FCR queries to be forwarded for BO intervention immediately via the CIC admin team.
• Individual’s knowledge is up to date on industry trends/changes as well as Alexforbes products and service offerings. This is attained by achieving 85% on all Product and System Assessments on a monthly basis
• To assist in other areas within Business Support when required.

Data management and Integrity

• Re-visit – Confirmation of data entry, maintaining client’s latest contact details
• First Contact – Accurate data entry, capturing client’s latest contact details
• All client contacts recorded accurately 
• All client feedback and BO responses recorded accurately to support continuous improvement culture.
• 1% error rate on wrap up codes selected
• 1% allowance on open cases
• Correct selection of wrap up codes enabling accurate reporting.
• 95% capture rate

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
• Meeting customer survey satisfaction standard
• Proactively identify opportunities to cross-sell Alexforbes products and services
• Adhere to the POPIA act – Confidentiality and no documentation to be visible to clients

Treat Customers Fairly

• By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationships.
• Understand the TCF principles and use them when dealing with clients
• Act as a brand ambassador by modelling the Alexforbes values in every interaction with clients, colleagues, service providers and the general public.

Personal Development

• 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.
• Contributing to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators

SQL Database Specialist

Category:	Technology – OF6302
Posted by:	Alexander Forbes
Posted on:	30 Apr 2024
Closing date:	31 May 2024
Location:	Sandton

Purpose of the Job:

To implement, configure, maintain and perform critical SQL Server RDBMS systems to ensure the availability and consistent performance of various corporate applications; and ensure technical support for the database environment that includes the overseeing of the deployment & organization of databases and assessment & implementation of new technologies to ensure that data is secure and data access is controlled

 Education

• Matric – Essential
• Bachelor’s Degree (3 years – 360 credits) – Relevant Degree/ Certification in Computer Programming(SharePoint/End User) – Essential

• Experience required
• First Line Support – Minimum 3 years required
• Microsoft SQL Administration Certification – Minimum 1 year required
• System Administrator – Minimum 1 year required
• Azure Cloud Certification – Minimum 1 year required

Key responsibilities

Internal processes

To develop Software Solutions that includes the following activities:

• Apply knowledge of industry trends and developments to improve service to clients;
• Successfully interpret design documentation and build the software solution according to the specified requirement;
• Develop and test technical solutions using the development tools applicable to the team;
• Apply software engineering best practices gained through formal education, policies and work experience, during development of software solutions; and
• Review developed solutions and provide constructive feedback for improvements
• Evidence (Outcomes): Software Solutions that will promote business performance

• Implementation
• Ensuring all deployments of databases are implemented according to AF SQL standards and processes.
• Have a basic understanding of database components to facilitate troubleshooting of issues.
• The DBA is responsible for all production and staging database deployments.
• The DBA is responsible for ensuring the environment has sufficient capacity when deploying a database

• Performance
• Evidence (Outcomes): The database is configured and maintained for optimal performance
• Ensuring all database indexes are optimized and maintained
• Troubleshoot database performance issues

Security. The DBA is responsible to ensure:

• Evidence (Outcomes): All security access is applied according to AF Standards and processes
• All exceptions to the security requirements are discussed and agreed with the SQL Architect.
• SQL logins passwords are maintained and changed annually.
• The Windows accounts passwords are stored in the SQL password repository

• All failed logins are attended to in the call logging process
• Maintenance:
• Evidence (Outcomes):
• Ensuring the database maintenance is performed weekly and attend to any issues.
• The maintenance of the database space requirements

• Support
• Evidence (Outcomes): Have a good understanding of database structure components to facilitate troubleshooting of issues
• Have a basic understanding of how to optimize a database through indexing, table and file structure

Competencies

Business skills

• Adaptability and Flexibility
• Project Management
• Business relations
• Decision Making and Judgement
• Process Management

• Functional skills
• Accountability and Dependability
• Planning and Organizing
• Problem Solving
• Attention to detail
• Effective prioritisation
• Customer FocusLeadership skills
• Change Management
• Coaching and Mentoring
• Driving Performance
• Interpersonal Skills
• Motivating and InspiringPeople skills
• Collaboration and Partnering
• Effective Communication
• Team Effectiveness
• Developing Others
• Empowering OthersCore competencies
• Change ability
• Customer Agility
• Business transformation thinking
• Creative and Innovative Thinking
• Initiative
• Learning Agility

Senior Administrator : Umbrella Funds

Category:	Ops & Admin – OF6310
Posted by:	Alexander Forbes
Posted on:	09 May 2024
Closing date:	31 May 2024
Location:	Sandton

Purpose of the Job:

• Financial Management & Operational Effectiveness • Embracing & implementing TCF • Client Service • Output, success & engagement A Senior Administrator is responsible and accountable for the key performance areas, aligned to the operation of a portfolio of funds. The key performance areas are set out in the performance assessment and list of tasks .These are determined by consulting and complying with Alexander Forbes procedures, industry requirements, the department that you work in, and any other specific requirements in the Service Level Agreements, at all times. All tasks and functions should be done accurately and within the timeframes and service standards. In this service orientated business, clear and precise communication is required, while building and strengthening relationships, upward, downwards and laterally with internal and external Clients. The image of Alexander Forbes must be maintained and improved by providing prompt, polite and efficient service.

Education

• Grade 12 (Matric)
• Having achieved or studying towards a retirement fund qualification or equivalent qualification
• AF line of business systems (AF Online, AF Connect Khanya) – Advantageous

Experience

Minimum 3 years’ retirement fund administration experience

This role requires a multiskilled candidate that can action the following:

• Processing of all types of claims
• Reconciliations of monthly contributions
• Attending to staff queries, tax directives
• Bookovers. processing of Benefit and Investment Statements. Reconciling of all Staff Benefits GLA etc
• Daily Switches
• Section 14 Transfers
• Home loans
• Admin Reports
• Single Premium Transfers
• Bookkeepers’ reconciliations monthly
• Monthly Reporting on Clarity
• Knowledge of Excel is essential

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

Junior Tax Specialist

Category:	Finance Risk & Internal Audit – OF5306
Posted by:	Alexander Forbes
Posted on:	03 May 2024
Closing date:	10 May 2024
Location:	Sandton

Purpose of the Job:

To ensure that the group complies with tax legislation including transfer pricing compliance, assistance with risk management and tax advisory services in South Africa and the emerging markets operations.

Overview:

Transfer pricing: Co-ordinating the updates to transfer pricing documentation on an annual basis for each operating subsidiary in South Africa, emerging markets and the Channel Islands in line with transfer pricing guidelines and local legislation together with assistance from the Group Head of Tax and tax advisors; Maintaining a tracker for cross-border, related party transactions, liaising with key finance stakeholders on invoices raised and participate in billing issues; Manage an extensive evidentiary exercise involving devising questionnaires to business on cross-border services rendered collecting evidence to support the services rendered; Assistance with transfer pricing queries from revenue authorities; Reviewing of related party note disclosures before finalisation of the annual financial statements for the South African entities and emerging markets; Hold meetings with business units to ensure recharge models are transfer pricing compliant and true-ups are being performed in line with intercompany agreements; Provide input and manage the updating of intercompany agreements in place; Managing the internal controls framework process end to end for transfer pricing; and Preparation of the transfer pricing schedules for tax returns for South Africa, and preparatrion of the on-line transfer pricing forms for Nigeria.

Health Checks
Conduct annual tax health checks across all tax types for operating each entity in emerging markets;
Report on findings and agree action plans with management; and
Monitor implementation of action plans.

Reporting
Circulate quarterly reporting templates for emerging market for input into group audit and risk and group risk management committees;
Oversee board audit and risk submissions for each emerging market;
Co-ordinate the timing and preparation of the meeting pack for group tax committee meetings; and
Assist with maintaining the budget for the department.

Audits
Assist the Group Head of Tax to manage all audits and queries from revenue authorities within the emerging markets operations and successfully close out same.

Corporate tax compliance
Preparation of monthly corporate tax journals for select companies in South Africa and the operations in Nigeria;
Review of monthly/ quarterly tax journals for Namibia and Botswana;
Run with and oversee year-end tax processes for emerging markets, including engaging tax advisors, liaising with auditors on queries received and ensure that timelines are met;
Reviewing the tax section in the statutory packs for the emerging markets entities;
Calculating the imputation of income for connected foreign companies;
Reviewing of annual tax returns for each operating entity in within the emerging markets prior to submission;
Keeping up to date on legislative updates for emerging markets and communicating the impact of same to the group;
Attending quarterly meetings with business units to understand developments in their space;
Assist with the preparation of tax returns and tax schedules for filing for select entities in South Africa;
Assisting with tax disclosures for emerging markets; and
Ensure updated tax clearance certificates are on file for the emerging markets operations

Withholding tax
Implementing a process for obtaining withholding tax certificates from various stakeholders;
Liaising with the external vendor engaged for retrieving outstanding certificates; and
Ensure all withholding certificates are timeously obtained for inclusion in the South African tax returns.

VAT Compliance
Timeous preparation of monthly VAT reports for select companies in South Africa

FATCA Compliance
Arranging regular meetings with the FATCA responsible officer to monitor FATCA compliance within the group, and maintaining a tracker of same;
Timeous reporting of FATCA matters to the various committees; and
Ad hoc assistance with FATCA compliance including guidance on annual submissions.

Projects
Assisting the Group Head of Tax and Senior Tax Compliance Manager with tax projects as they arise.

Requirements
Bachelor’s Degree (3 years – 360 credits)
4 – 7 years’ experience in similar role 
BPC, Oracle and Smart stream experience will be advantageous
Strong understanding of tax compliance 

Click here to apply

All the best with your applications.