Death Claims Manager

Alexforbes; Sandton; On-site; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Bursary and Leadership Development

E-Learning Forums

Financial Planning Support

Total Rewards Package

Power Of One recognition

Retirement Fund contributions 13%

Medical & Gap Cover

Wellness programmes

My Savings Account

Job summary

Alexforbes in Sandton is seeking a Death Claims Manager to lead the Death Claims team and oversee end-to-end administration of 37C death benefit claims, ensuring accuracy, governance, and compliance with Pension Funds Act provisions.

You will manage beneficiary tracing, investigations, and complex disputes, while engaging with Trustees and regulators to uphold fiduciary responsibilities.

Qualifications

• Relevant tertiary qualification in Law, Finance, Accounting, Employee Benefits, Business Administration or related field.
• Industry certifications in retirement funds, employee benefits, or pension fund administration advantageous.
• 5 to 7 years in retirement fund administration or employee benefits.
• Proven experience managing Section 37C death benefit allocations and investigations.
• Experience leading and managing teams.
• Experience engaging with Trustees, Committees, regulators and other stakeholders.
• Experience handling complex disputes and regulatory matters.

Responsibilities

• Lead, coach, and develop a high-performing Death Claims team.
• Oversee end-to-end administration of Section 37C death benefit claims from notification through to payment.
• Ensure beneficiary tracing, dependency investigations, financial assessments, and fact-finding activities.
• Review and approve trustee resolutions, motivations, and recommendations.
• Manage disputes, complaints, and regulatory escalations with timely resolutions.
• Prepare trustee packs and present at Trustee and Benefits Committee meetings.

Skills

Leadership

Stakeholder management

Communication

Problem solving

Planning & organizing

Customer service

Attention to detail

Emotional intelligence

Education

Relevant tertiary qualification

Industry certifications in retirement funds

Tools

Power BI

Excel

PowerPoint

MS Office

Job description

The Death Claims Manager is responsible for the end-to-end management, oversight, and governance of in-fund death benefit claims in accordance with Section 37C of the Pension Funds Act, fund rules, regulatory requirements, and trustee fiduciary responsibilities.

The incumbent will provide leadership to the Death Claims team, ensure the effective administration and resolution of death benefit claims, manage risks and stakeholder relationships, and drive service excellence, compliance, and continuous improvement within the function.

Key Responsibilities

1. People Leadership and Team Management

• Lead, coach, and develop a high-performing Death Claims team.
• Set, monitor, and manage individual and team performance objectives and service level agreements (SLAs).
• Conduct performance reviews, coaching, and employee development initiatives.
• Manage workforce planning, resource allocation, succession planning, and team capacity requirements.
• Foster a culture of accountability, collaboration, customer service, and continuous improvement.

2. Death Claims Administration and Resolution

• Oversee the end-to-end administration of Section 37C death benefit claims from notification through to final trustee approval and payment.
• Ensure beneficiary tracing, dependency investigations, financial assessments, and fact-finding activities are conducted effectively.
• Review and approve trustee resolutions, motivations, and recommendations.
• Provide guidance and intervention on complex, high-risk, and sensitive death claims.
• Ensure all decisions and outcomes are equitable, impartial, and legally defensible.

3. Dispute, Complaint and Escalation Management

• Manage and resolve beneficiary disputes, objections, and escalated matters.
• Coordinate responses to Pension Funds Adjudicator complaints and regulatory enquiries.
• Engage with legal, compliance, and risk stakeholders where required.
• Ensure complaints are addressed professionally, fairly, and within prescribed timelines.

4. Trustee and Governance Support

• Prepare trustee packs, resolutions, recommendations, and supporting governance documentation.
• Present death claim matters at Trustee and Benefits Committee meetings.
• Support trustees in fulfilling their fiduciary obligations relating to Section 37C allocations.
• Maintain audit-ready documentation and ensure adherence to governance standards.

5. Reporting and Stakeholder Management

• Prepare and present management reports on operational performance, claim volumes, turnaround times, and risk indicators.
• Produce quarterly trustee reports on death claims activity, disputes, and compliance matters.
• Build and maintain effective relationships with internal and external stakeholders.
• Provide expert guidance and support to relevant business areas on death claims matters.

6. Compliance, Risk and Continuous Improvement

• Ensure compliance with the Pension Funds Act, FSCA requirements, fund rules, and internal policies.
• Identify, assess, and mitigate operational, legal, and regulatory risks.
• Monitor and improve quality assurance standards within the death claims process.
• Drive process optimisation, operational efficiencies, and continuous improvement initiatives.

Minimum Qualifications

• Relevant tertiary qualification in Law, Finance, Accounting, Employee Benefits, Business Administration, or a related field.
• Relevant industry certifications in retirement funds, employee benefits, or pension fund administration will be advantageous.

Experience

• 5 to 7 years' experience within retirement fund administration, employee benefits, or a related financial services environment.
• Proven experience managing Section 37C death benefit allocations and investigations.
• Demonstrated experience leading and managing teams.
• Experience engaging with Trustees, Committees, regulators, and other key stakeholders.
• Experience handling complex disputes, escalations, and regulatory matters.

Knowledge and Technical Competencies

• Advanced knowledge of the Pension Funds Act, particularly Section 37C.
• Strong understanding of retirement fund administration and governance principles.
• Knowledge of FSCA regulatory requirements and industry best practices.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.
• Power BI and data analysis capabilities would be advantageous.
• Strong report writing, drafting, analytical, and problem-solving skills.
• Leadership and people management
• Decision making and sound judgment
• Stakeholder engagement and relationship management
• Emotional intelligence and resilience
• Attention to detail and accuracy
• Accountability and ownership
• Communication and influencing skills
• Conflict resolution and negotiation
• Planning and organisational skills
• Customer and service orientation

Key Performance Indicators (KPIs)

• Quality and legal defensibility of Section 37C resolutions.
• Compliance with agreed service level agreements and turnaround times.
• Effective management of disputes, complaints, and escalations.
• Team performance, engagement, and development outcomes.
• Accuracy and timeliness of trustee and management reporting.
• Compliance with regulatory and governance requirements.
• Implementation of continuous improvement initiatives and operational efficiencies.

Why Join Alexander Forbes?

At Alexforbes, we don’t just offer jobs – we build careers.

Here’s what makes us stand out:

Growth & Development

• Bursary and Leadership Development Programmes
• E-Learning Forums and continuous learning opportunities
• Financial Planning Support tailored for staff

Rewarding Performance

• Total Rewards Package: Competitive incentives
• Power Of One recognition
• Retirement Fund Contributions starting at 13% of CTC
• Medical & Gap Cover

Work-Life Balance

• Wellness programmes
• My Savings Account

Join a company that values its people, invests in their growth, and rewards excellence.