Manager: Complaints And Queries Resolution
Posted on 2025-04-09
| Employer | Salt Employee Benefits |
|---|---|
| Salary | 0 |
| Category | Legal |
| Location | Gauteng / Johannesburg |
Job Summary
SALT EB is seeking to appoint a candidate who is results-driven, passionate about service delivery and thrives under pressure to lead, manage and control the activities of the administrators complaints and queries resolution unit within the Legal Risk & Compliance Department.
RESPONSIBILITIES
- Oversee and manage the administrators complaints and queries unit within the Department;
- Oversee and manage the administrators reconstruction and determination unit within the Department;
- Handle all complaints and enquiries referred to the Department;
- Manage the processes of referral of matters to internal and external stakeholders;
- Ensure timeous filing of responses on behalf of funds administered by SALT EB in accordance with the SLAs;
- Enhancement of the complaints management process flow;
- Attend to administrative and managerial responsibilities of the team as directed by the Head of Department;
- Prepare monthly, quarterly and annual reports on matters handled by the Unit;
RECORD KEEPING AND FILING
- Ensure all documentation relating to umbrella funds are saved in the member profile on the system
- Ensure appropriate notes are recorded in the member profile on the system
- Full fund administration system filing
REPORTING
- Prepare, analyse and present ad hoc reports as and when requested
- Oversee and manage the administrators complaints and queries unit within the Department;
- Oversee and manage the administrators reconstruction and determination unit within the Department;
- Handle all complaints and enquiries referred to the Department;
- Manage the processes of referral of matters to internal and external stakeholders;
- Ensure timeous filing of responses on behalf of funds administered by SALT EB in accordance with the SLAs;
- Enhancement of the complaints management process flow;
- Attend to administrative and managerial responsibilities of the team as directed by the Head of Department;
- Prepare monthly, quarterly and annual reports on matters handled by the Unit;
RECORD KEEPING AND FILING
- Ensure all documentation relating to umbrella funds are saved in the member profile on the system
- Ensure appropriate notes are recorded in the member profile on the system
- Full fund administration system filing
REPORTING
- Prepare, analyse and present ad hoc reports as and when requested
QUERY RESOLUTION
- Attend to queries or inquiries by members within the required timelines
- Provide assistance to Employers or service providers where necessary
INNOVATIVE & TEAM PLAYER
- Be able to work independently with minimal supervision
- Abide by audit findings as directed by the Head of Administration or Head Legal, Risk and Compliance
- Build and maintain supportive relationships both internally and externally
RELATIONSHIP MANAGEMENT
- Build and maintain positive relationships with all clients and service providers
- Build and maintain supportive relationships with teams internally
- Ensure that all communication sent internally and externally is dealt with professionally
TIME MANAGEMENT
- Devote the whole of your time, attention and abilities during working hours to the discharge of your duties.
- Meet production standards in terms of quantity and quality.
- Manage work outflow timeously
QUALIFICATIONS
- A Bachelors Degree in law or commerce.
- The candidate must have proven relevant and practical experience of at least 5 years within a financial services industry.
- A good understanding of the complaints management processes and systems for pension fund administrators approved in terms of section 13B of the Pension Funds Act.
- Ability to assess facts, interpret legislation and draft legal documents.
- Experience in team management and ability to motivate staff to achieve high levels of performance and professionalism.
- Strong administrative skills including being deadline driven.
- Ability to work effectively under pressure whilst upholding an emphasis on quality.
- Excellent verbal and written communication skills.
Manager: Complaints And Queries Resolution position available in Gauteng, Johannesburg. This job position was posted by Salt Employee Benefits. The job has been posted as a char8000 ad on 2025-04-09 at 13:36:16 in the Legal category
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