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At Liberty we believe that when knowledge rolls up its sleeves, people’s realities change. And that’s what we do; we change realities every day. Since 1957 we’ve grown from being a South African life insurer to a Pan-African financial services company, offering asset management, investment, insurance and health products. Our thirst for know...
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Purpose
To deliver support services in order to improve the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
1 - 2 years experience in a similar environment
Minimum Qualifications
Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration
Additional Minimum Qualifications
Outputs
Process
- Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
- Ensures that the customers are serviced according to the standard operating procedures.
- Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
- Proactively identify problems, apply known solutions and escalate more difficult problems.
- Plan for task execution and adjust priorities against an established plan.
- Prepare or compile agenda packs and documentation for Trustee/ManCom meetings.
- Assist with the compilation of minutes of Trustee/ManCom meetings.
- Assist with sourcing technical and legal advice to be provided to clients.
- Assist with daily administration issues on retirement funds in the portfolio.
- Facilitate the production and distribution of member benefit statements to clients.
- Assist with the annual rate review process on retirement funds.
Customer
- Liaise and interact with customers via approved communication channels in a positive and helpful manner.
- Build and maintain contact with customers to promote organisational products and services.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Product Related System Application (Basic)
- Communication skills (Fundamental) (Intermediate)
- Customer Liaison (Basic)
- Product and/or Service Knowledge (Basic)
Behavioural Competencies
- Organisation and Attention to Detail (Basic)
- Customer service orientation (Basic)
- Customer Orientation (Basic)
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Purpose
To contact prospective customers to sell products and achieve set targets in compliance with set quality standards through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
1 - 2 years experience in a similar environment
Minimum Qualifications
Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration
Additional Minimum Qualifications
Outputs
Process
- Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
- Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
- Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
- Proactively identify problems, apply known solutions and escalate more difficult problems.
- Plan for task execution and adjust priorities against an established plan.
Customer
- Liaise and interact with customers via approved communication channels in a positive and helpful manner.
- Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
- Conduct outbound call centre calls in a professional manner, ensuring an excellent and accurate client service enhancing org reputation.
- Conducts financial needs analysis and generates sales of Liberty products by matching client needs to relevant Liberty product.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Achieves monthly sales targets and production requirements by ensuring that customer leads and prospective customers translate into professional needs based sales revenue.
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Legal Compliance (Sales) (Basic)
- Customer Understanding (Basic)
- Handling Difficult Calls (Intermediate)
- Telephone and face to face sales (Intermediate)
- Sales life cycle management (Basic)
- Developing sales (Basic)
Behavioural Competencies
- Persuading and Influencing (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Communicating with Impact (Basic)
- Relationship Management and Networking (Basic)
- Customer Orientation (Basic)
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Purpose
To plan, manage and monitor the implementation of disbursements management activities and processes in order to deliver on approved operational plans in an effective and efficient manner.
Minimum Experience
3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level
Minimum Qualifications
Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Finance Economics and Accounting
Additional Minimum Qualifications
Outputs
Process
- Manage the effective resolution of audit queries and related administration issues.
- Manage and ensure that accounts are paid accurately and timeously to avoid penalties and to mitigate risk to the organisation.
- Ensure effective pay administration services; including the accurate preparation, documentation and disbursement of payroll payments and taxes.
- Ensure that disbursement related duties are performed in accordance with agreed quality standards and within delivery parameters.
- Manage and controlthe process of disbursement transactions from funds, such as advances, maturities, surrenders, RAs,
- Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
- Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
- Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.
Customer
- Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
- Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.
Finance
- Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.
Learning and Growth
- Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
- Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.
Governance
- Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
- Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.
Competencies
Liberty Values
Technical Competencies
- Risk Awareness (Intermediate)
- Conflict Resolution (Intermediate)
- Financial Accounting (Intermediate)
- Financial Administration (Proficient)
- Financial Acumen (Intermediate)
- Functional Policies and Procedures (Intermediate)
- Budgeting and Expenditure Control (Intermediate)
Behavioural Competencies
- Organisation and Attention to Detail (Intermediate)
- People Management and Empowerment (Intermediate)
- Interpersonal Effectiveness (Intermediate)
- Problem Solving and Analysis (Intermediate)
- Strategic Insight and Capability (Intermediate)
- Teamwork and Cooperation (Intermediate)
- Judgment and decision making (Intermediate)
- Communicating with Impact (Intermediate)
- Relationship Management and Networking (Intermediate)
- Customer Orientation (Intermediate)
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Purpose
To provide advice in the development & implementation of planning & associated processes, methods and techniques; enabling the maintenance & support of the use of non-production environments through the provisioning of data, test packs & batch runs.
Minimum Experience
- 3 - 5 years experience in a similar environment, of which 1 -2 years at a junior specialist level
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management
Additional Minimum Qualifications
Outputs
Process
- Identify, diagnose and recommend improvements and provide specialist advice and support; ensuring that solutions are appropriate and effective.
- Use practical knowledge and theoretical guidelines, to diagnose area of specialisation problems and generate workable solutions.
- Advise on and maintain mainframe data files in development; creating new files and modify existing files as per user requirements.
- Effectively execute batch jobs in the non-production environments; on request and to simulate production schedules.
- Extract or copy data for use by development and testing resources and maintain the viability of data by doing refreshes and re-extracts.
- Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
- Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.
- Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.
Customer
- Provide sound consulting services and recommendations based on customer and client needs, current information and trends analyses.
- Provide specialist expertise and advice to internal/external customers, that builds strong relationships and creates a favourable impression aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to financial controls, governance and compliance policies and processes throughout an area of specialisation, contributing to cost efficiency.
Learning and Growth
- Contribute positively to human capability improvement, related to knowledge optimisation and associated with area of specialisation.
Governance
- Comply to risk and governance policies, implement and provide subject matter input to the development of related processes, applicable to the area of specialisation.
Competencies
Liberty Values
Technical Competencies
- IT Systems (Proficient)
- Trouble Shooting Ability (Proficient)
- Technical Analysis (Proficient)
- Data Management (Proficient)
- Research and Information Gathering (Intermediate)
Behavioural Competencies
- Professional/Technical learning (Intermediate)
- Analytical Thinking (Intermediate)
- Relationship Management and Networking (Intermediate)
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Purpose
To deliver service agent services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
- 1 - 2 years experience in a similar environment
Minimum Qualifications
Higher Certificates and Advanced National (Vocational) Certificates [Level TBA: Pre-2009 was L4] in Office Administration
Additional Minimum Qualifications
Outputs
Process
Customer
- Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
- Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
- Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
- Build and maintain contact with customers to promote organisational products and services.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Product Related System Application (Basic)
- Query resolution (Basic)
- Customer Liaison (Basic)
- Product and/or Service Knowledge (Basic)
- Business Administration Skills (Basic)
Behavioural Competencies
- Interpersonal Effectiveness (Basic)
- Teamwork and Cooperation (Basic)
- Communicating with Impact (Basic)
- Customer Orientation (Basic)
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Purpose
To provide specialist advise and support in the generation and provision of reliable claims assessment activities, to support key deliverables and informed decision making, through the execution of predefined objectives as per agreed SOPs.
Minimum Experience
- 3 - 5 years experience in a similar environment
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management
Additional Minimum Qualifications
Outputs
Process
- Adhere to identified best practices in providing advice and support from a specialist perspective.
- Independently, fairly and effectively assess and manage risk claims within relevant authority limits.
- Process special claims as and when they occur and provide support to resolve relevant concerns related to claims.
- Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
- Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
- Plan for own task execution and advises on improvements related to area of specialisation.
Customer
- Provide support to ensure the effective resolution of customer queries in order to promote customer satisfaction and retention.
- Ensure that workflow items, escalations and queries are resolved within SLA.
- Provide advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
- Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement associated with area of specialisation.
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Claims notification and investigation (Intermediate)
- Research and Information Gathering (Basic)
- Reporting and Interpretation (Basic)
- Claims knowledge (Intermediate)
- Customer Advice (Technical) (Basic)
- Insurance products and services (Intermediate)
- Customer Relationship Management (Basic)
Behavioural Competencies
- Professional/Technical learning (Basic)
- Analytical Thinking (Proficient)
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Customer service orientation (Basic)
- Communicating with Impact (Basic)
- Customer Orientation (Basic)
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Purpose
To manage, coordinate, plan & deliver day-to-day team tasks & activities to execute operational transactions accurately & timeously in support of organisation policy and compliance through the execution of predefined objectives as per agreed SOPs.
Minimum Experience
2 - 3 years experience in a similar environment
Minimum Qualifications
Higher Diplomas [NQF Level 06] in Office Administration
Additional Minimum Qualifications
Outputs
Process
- Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards.
- Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
- Coordinate team's administrative support task execution and provide input to meet required response time, quality & service delivery standards.
- Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives.
- Ensure that operational and admin related tasks and activities are performed in a timely and accurate manner.
- Accountable for the quality execution of own and teams' work, within defined operating procedures, standards and work routines.
- Plan for the execution of own and other's tasks against a set framework.
- Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems.
- Assumes operational accountability and manages most aspects of the team without the entire spectrum of managerial accountability.
- Accountable for all delegated managerial decisions including operational accountability for performance management and day to day activities, but not including budgetary accountability.
Customer
- Ensure customer satisfaction with regard to the quality of operational support provided by a team under supervision.
- Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage.
Learning and Growth
- Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
- Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
- Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks.
Governance
- Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks.
Competencies
Liberty Values
Technical Competencies
- Performance Management (Intermediate)
- Reporting and Interpretation (Intermediate)
- Decision Making and Problem Solving (Intermediate)
- Operations Risk Management (Basic)
- Operations Management (Intermediate)
- Customer Relationship Management (Intermediate)
Behavioural Competencies
- Stakeholder Engagement and Management (Intermediate)
- Analytical Thinking (Intermediate)
- People Management and Empowerment (Intermediate)
Method of Application
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