ADMINISTRATION OFFICER II/ADMINISTRATION OFFICER III
Location: Bellville, Western Cape, ZA
Sanlam is a leading financial services group, originally established as a life insurance company in 1918. The Sanlam Group conducts its business through Sanlam Limited, the corporate head office, and five business clusters. We’re all about building strong, lasting relationships with our employees.
What will you do?
- Manage and lead a team of Fund Administrators to exceed customer expectations
- Coach and develop team members to achieve various customer and company Key Performance Indicators
- Effectively manage behaviours with individuals to ensure company strategic goals are achieved.
- Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
- Identify skill and competency gaps to provide the necessary training and coaching
- Handle escalations, analyse first time contact resolution targets and support the team to achieve goals.
- Effectively communicate all relevant information to staff through team meetings and all other relevant communication methods
- Ensure FAs reporting into SFA meet 100% production time daily
- Deliver monthly reports below 100% of their effort levels, including reasons, actions taken, and future plans
- Maintain up-to-date Payment and Breaches reporting
- Use the BI Tool (Management information) optimally - manage claims and ensure SLA is met
- Authorize claims to ensure SLA is achieved
- Manage error rate, ensuring quality is monitored, managed, and improved.
- Manage complaints and ensure speedy resolution
What will make you successful in this role?
Qualification and Experience
- Relevant business degree or diploma or industry-related qualification would be an advantage
- 3-5 years’ experience in retirement fund administration
- Benefit payment experience would be advantageous
- Proficiency in Microsoft Office (Excel, Word, Outlook, etc.)
Knowledge and Skills
- Sound knowledge of products, processes, and services in the Employee Benefits Environment
- Understanding of rules and policy regulations with regards to schemes/funds
- Advanced Excel skills are a requirement
- Experience on MIP workflow system will be advantageous
- Excellent leadership skills
- Excellent communication skills both written and verbal
- Strong ability to organize with time management skills
- Client-centric orientation
- Ability to work autonomously and maintain objectivity
Core Competencies
- Cultivates Innovation - Creating new and better ways for the organisation to be successful.
- Client Focus - Building strong customer relationships and delivering customer-centric solutions.
- Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- Resilience - Rebounding from setbacks and adversity when facing difficult situations.
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformation
The Sanlam Group is committed to transformation and embracing diversity. Our employment equity plan and targets will be considered as part of the recruitment process.
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