The Snr Manager will be responsible for working with the Head Admin to provide strategic direction and input re. The Claims function of SEB in line with client needs and working closely with the Executives and IT to implement and drive strategic changes. To manage a large team of client services administrators for a portfolio of funds. Lead the team and manage workflow.

The Senior Manager will have the responsibility of overseeing and managing all claim related functions relative to various funds. S/he will lead the teams and manage workflows. The duties include providing quality administration to Trustees, members, employers and intermediaries of Participating Employers, Client Services Support team and external service providers. The Senior Manager is responsible for ensuring that the client services agreements, client service level agreement and regulatory obligations are honored. The Senior Manager will be responsible for attending client and trustees meeting and is also required to work closely with all internal serving teams to ensure excellent service delivery. The Senior Manager reports to the Head of Admin.

RESPONSIBILITIES

• Responsible for managing all the related claims administration functions
• Responsible for initiation and roll-out of strategic initiatives and ensuring the highest service levels to clients
• Ensuring adherence to legislation and client expectations
• People Management : Training and empowerment of staff, Staff retention and recruitment, Succession planning, Recruit and train personnel and allocate responsibilities and office space
• Assess staff performance and provide mentoring and guidance to ensure maximum efficiency
• Ensure claims functions operate within budget
• Ensure required reporting to internal and external stakeholders
• Ensure maintenance of client relationships
• Responsible for the management of both strategic and operational projects related to the area E.g. Planning for backlog / legacy work
• Ensure business systems are utilized optimally and effectively
• Maintaining interdivisional communication and relationships
• Managing the team to ensure compliance of set timelines and standards as defined in SLA with specific reference but not limited to following business events:
  • All claim type activity (Everest)
  • Claim event communication
  • Full administration function on Funds (Everest)
  • Insured benefits with reference to premiums and claims (Everest)
• Take full responsibility for the planning and coordination of the administrative procedures and systems and devise ways to streamline processes
• Ensure the smooth and adequate flow of information within the team to facilitate other business operations
• Manage team deadlines
• Applying the rules, policies, legislation and administration procedures of the relevant Funds in accordance with the companys standards, policies and relevant service level agreements
• Work closely with the CRM to ensure effective, timeous and accurate reporting to the clients
• Prepare and present exemplary consolidated reports on all Claim administration matters

RECORD KEEPING AND FILING

• Ensure all documentation relating to funds are saved in the member profile on the system by the administration teams
• Ensure appropriate notes are recorded in the member profile on the system by the administration teams
• Ensure teams comply with the full fund administration system filing

REPORTING

• Ensure teams prepare, analyses and present ad hoc reports as and when requested
• Ensure teams prepare, analyses and present an accurate report for Trustees meetings
• Have the ability to report at Trustee meetings

QUERY RESOLUTION

• Ensure teams 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
• 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
• Innovative and Team Player
• Self-starter and ability to work independent
• Liaison with the Fund representatives or service providers to facilitate the resolution of complaints
• Actively participating and be actively involved in the strategic management of the office
• Be sufficiently familiar with organizational development and change management processes to
• have a positive impact on the management of a team
• Maintain strong relationships with stakeholders and relevant Authorities

COMPETENCIES REQUIRED

• The minimum requirements and preferred attributes for the position are:
• Relevant BCom or Bachelors degree
• 15 years experience in Financial Services
• 10 years in Senior Managerial positions
• Employee Benefit Administration experience
• Employee Benefit Accounting experience
• Higher Certificate in Business Studies / Retirement Funds
• Matric
• Excel
• Communication (Written and Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time

QUALIFICATIONS

• Relevant BCom, or Bachelors Degree, MBA Preferable
• 10 years experience in a similar position
• EB experience
• Financial Acumen
• Excellent command of English
• 5years experience in the Retirement Fund industry/Employee Benefits
• Ability to work independently and as a team member
• solving skills
• Excellent communication skills (verbal & written)
• The incumbent may not hold a criminal record

ORGANIZATIONAL VALUES

• Ensure adherence to all organizational objectives
• Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
• Use your best endeavors to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organizational events as required.

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