Description

ENGAGE KEY REPRESENTATIVES OF THE CLIENT TO UNDERSTAND THEIR CONTEXT AND NEEDS

• Partner with Employer representatives and HR professionals to identify challenges and gaps in service levels, understand their context and requirements in the short and medium term (e.g. changing member demographics, anticipated organisational restructures and frequently asked questions)
• Monitor the accurate completion of claim forms and query trends and provide feedback and recommendations to HR
• Develop and secure commitment to member engagement and education plans to meet these needs and share feedback and trends with the Member Experience Manager and specialists to ensure that engagement strategies remain relevant and adapt accordingly.
• Keep the representatives and their HR teams informed of any changes in regulations, benefits offerings, claim procedures, processes and service channels, building their capability to respond to frequently asked questions and guide employees in their benefit selection and retirement decision-making.
• Agree service levels, engagement channels and initiatives and be a key channel of support on an ongoing basis
• Regular schedule of goodwill visits and training programs that target HR Practitioners, HR Officers, and HR Assistants.
• Respond to all queries and complaints accurately and sensitively.
• Support the Business Development Consultant and Investment Consultant on all referrals.

PROACTIVELY ENGAGE MEMBERS AT KEY POINTS OIN THEIR JOURNEY

• Plan and conduct member engagement, communication, and information sessions in line with critical points of their journey (onboarding, significant life events, pre- and post-retirement)
• On request, provide accurate, and specialist benefit counselling to members who are pre-retirement in terms of options, tax implications, divorce act, income tax act, pension fund act, etc.
• Plan and coordinate member education sessions ensuring their objectives are well defined and their impact tracked.
• Conduct presentations and answer queries in a sensitive manner.
• Use surveys, site visits and engagement sessions with members to gauge impact of communication received and ensure that the transfer of information is well understood

SUPPORT AND EXECUTE BROADER MEMEBER AND PENSIONER EDUCATION AND FUND PROMOTION CAMPAIGNS

• Work with the Member experience specialists to understand member and pension segments and requirements and design multi-channel, country-wide information functions which attract Pensioners, promote the EPPF and Fund benefits and answer queries appropriately.
• Oversee all logistical arrangements regarding the pensioner education functions.

ANNUAL BUDGETS AND FINACIAL MANAGEMENT

• Prepare and motivate for budget to deliver member and client engagement against plans in respective areas of responsibility to deliver to client and member needs.
• Manage costs against guidelines and ensure alignment of expenditure with the budget.

MEMBER FEEDBACK AND REPORTING

• Weekly reporting on all engagements and member feedback
• Gather feedback from members and pensioners at engagement session.
• Input into monthly reports.

Requirements

TECHNICAL COMPETENCY REQUIREMENTS 

• Pension and Benefits Regulations – in depth knowledge of pension and benefits regulations and standards to ensure adherence to legal requirements.
• Retirement Planning – Proficient in retirement planning principles, including pension fund management and guiding members on retirement readiness.
• Basic knowledge of Income Tax Act, Divorce Act, Pension Fund Act
• Working knowledge of Default Regulation and Benefit Administration

REQUIRED MINIMUM EDUCATION/TRAINING

• Relevant bachelor’s degree. Registered with professional bodies – where applicable.
• Certified Financial Planner qualification preferred, FAIS qualifications an advantage.
• Regulatory Exam 5

REQUIRED MINIMUM WORK EXPERIENCE

• Strong understanding of Employee Benefits administration processes and related products