Retirement Fund Administration Manager - Sandton at Momentum Metropolitan Holdings Limited

Role Purpose    

• Responsible for the planning, management and control of the administration department through operational execution of the client service strategy to ensure effective and consistent client experience.

Requirements    

• 6 - 8 years experience in the financial services industry 
• 2 - 3 years people management experience 
• Retirement Fund industry experience
• Grade 12 or equivalent qualification
• Related qualifications/Degree

Duties & Responsibilities    

• Establish productive operational relationships with key stakeholders in the various channels and administrative teams.
• Monitor and evaluate operational processes for quality and effectiveness and make adjustments as required.
• Manage a comprehensive client service function, ensuring timeous and accurate service delivery.
• Workflow management: Daily workflow management and effective resource planning. Problems identified & resolved. Service Level Agreements adherence and production statistics.
• Reporting: Deliver quality and meaningful reports on client service within agreed timeframes. Identify and report new trends in the market. Identification and reporting of system related problems.
• Review performance target in line with business objectives and realities to ensure optimal performance is maintained.
• Customer engagement/retention: Engagement/retention of clients within current portfolio.
• External Customer Satisfaction: Effective and consistent service delivery and support to external clients in line with company values and TCF principles.
• Internal Collaboration: Effective and consistent service delivery and support to all internal clients.
• Define service practices which build rewarding relationships, encourage innovation and allow others to provide exceptional client service
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Create a positive work climate and culture.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Effectively manage performance within the team in order to ensure business objectives are achieved. 
• Encourage innovation, change agility and collaboration within the team.
• Implement sound financial controls and monitor and manage expenditure relative to budget.
• Take responsibility for the unlocking of operational efficiencies.
• Implement risk management, governance and compliance policies in own practice area.
• Manage governance and risk exposure liability.

Competencies    

• Interpreting Data: Interprets data rationally by quantifying issues applies technology as a means to evaluating data evaluates information objectively.
• Making Decisions: Is determined and decides on actions willingly assumes responsibility is definitive and stands by own decisions.
• Directing People: Is comfortable leading people coordinates and directs groups seeks to control things.
• Resolving Conflict: Is comfortable calming upset people handles angry individuals well is focused on resolving conflict and arguments.
• Embracing Change: Copes with change and variety tolerates uncertainty and ambiguity adapts to new challenges.
• Understanding People: Shows empathy and compassion attends and listens to people is attentive and understands the motivation in others.
• Meeting Timescales: Is target focused and meets deadlines is punctual and keeps to schedule is reliable in finishing tasks.
• Taking Action: Takes action to make things happen uses initiative to start things up shows drive and invests personal energy.

Closing Date    
2023/08/02