Technical Specialist: Client Transition needed at Alexander Forbes
Job title : Technical Specialist: Client Transition
Job Location : Gauteng, Johannesburg
Deadline : June 02, 2024
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Purpose of the Job:
- To ensure delivery of quality service after reviewing specific tasks to our internal and external clients
Overview:
Education
- Matric –Essential
- Bachelor’s Degree (3 years – 360 credits) Business/ Commerce/ IT – Advantageous
- Data analysis, Computer literacy, Alexforbes systems – Working knowledge essential and recommended
Experience required
- Employee Benefits – Retirement Fund Administration – 3 to 5 years (Essential)
Key performance areas
Client 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 compliance
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’s
Systems and reporting
- Ensure all reporting is delivered as per agreed timeline
Stakeholder 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 performed
Competencies
Business 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-task
Functional 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 skills
People skills
- Teamwork
- Collaboration
- Respectfulness
- Reliability
Core competencies
- Collaboration
- Communication
- Flexibility and adaptability
- Initiative
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now