Fund Manager-Retirement / Pension Fund

To review and ensure quality of work within a team is processed according to procedure and legislation within a Funds SLA and to assist team with complex queries and ensuring deliverables in the team are met.

To ensure that you are able to attend client meetings and explain and present complex queries.

To grow and mentor staff and to deal with any disciplinary issues that may arise.

Responsibilities

• Manage E&O's
• Manage Budgeting Processes incorporating managing headcount, annual fee increases for admin only clients, revenue leakage and billing opportunities.
• Achieve an average of 8 on NPS across Funds and reduce escalations from clients by monitoring and driving SLA in team.
• Increase the number of tasks processed that require no manual intervention from AF resources.
• Data cleanup themes on member & fund level identified and plans in place to correct.
• Ensure operational excellence of all processes by maintaining and managing oversight of the team.

Performance Outputs

• Drive reduction in E&O's by following processes and ensuring controls are in place to mitigate the risk of E&O's.
• Address fee increases with admin only clients to secure at least a CPI increase annually.
• Critically assess staffing needs, determining whether replacements or new hires are necessary.
• Ensure billing opportunities are addressed where work out of SLA is required.
• Review action items on NPS feedback from clients, aiming for a score of 8 or higher by servicing clients correctly.
• Address non-responses to queries with staff, following up and ensuring client queries are dealt with to maintain service levels.
• Limit manual processing.
• Conduct monthly health checks, clean up data, and monitor members with negative balances to mitigate risks of E&O's.

Operational Excellence

• Manage Bills Process.
• Oversee collections of deposits of other income.
• Supervise Claims Process.
• Handle communications and reporting to clients.
• Produce YE checklists.
• Produce Benefit statements.
• Respond to and clear HSI's.
• Ensure the team carries out their roles accordingly in line with expectations.
• Establish career paths for the team, including training, development, and sharing of knowledge to upskill.
• Hire in accordance with transformation policies.
• Address any disciplinary issues.

Desired Skills

• Pension Fund
• Employee Benefits
• Retirement Fund
• Staff Management
• Team Management
• Insurance

Desired Qualification Level

• Certificate