Operational Duties:

        Team Leadership & Supervision

• Manage and support Front Office Administrators and Custodians.
• Assign work, monitor productivity, and ensure SLA compliance.
• Conduct performance reviews, coaching, and feedback sessions.
• Identify training needs and coordinate development initiatives.
• Manage leave schedules and maintain adequate team coverage.
• Foster a member-focused, high-performance culture.

       Quality Assurance & Claims Oversight

• Review new claims for completeness and compliance (forms, IDs, bank statements, tax numbers).
• Ensure claims are accurately uploaded and indexed in Everest/Benefit Counsellor.
• Perform regular quality checks and resolve discrepancies.
• Investigate and address quality assurance failures.
• Ensure timely escalation of issues.

        Member & Stakeholder Management

• Handle complex or escalated member queries and complaints.
• Liaise with internal teams (Claims, Contributions, Finance) and external providers.
• Monitor and escalate unpaid claims as needed.
• Provide guidance on benefit enquiries and fund rules.

        Operational & SLA Management

• Track turnaround times for all claim types (Withdrawal, Two-Pot, Funeral, Disability, Death, Retirement, Trust Fund).
• Monitor unattended claims and ensure escalations are documented.
• Ensure accurate capture of daily member interactions and reports.
• Identify process bottlenecks and recommend improvements.

       Reporting & Administration

• Review and consolidate daily/weekly reports.
• Submit management reports with performance insights.
• Monitor KPIs and implement corrective actions.
• Maintain audit trails and documentation compliance.

        Compliance & Governance

• Ensure POPIA, TCF, and Conduct Standard 2 compliance.
• Mitigate operational risk within the Front Office.

       Special Projects

• Contribute to and participate in special projects.
• Collaborate with cross-functional teams and report project progress.

        Key Performance Indicators (KPIs)

• No quality assurance failures on new claims.
• All claims submitted complete and compliant.
• Reduced SLA breaches and timely escalations.
• Accurate, timely reporting.
• Positive feedback from members, employers, and stakeholders.
• Improved team productivity, service delivery, and skills development.

• Matric (essential)
• Undergraduate degree (advantageous)
• Retirement Fund qualification (advantageous)
• 3–5 years in Retirement Fund/Employee Benefits industry
• 1–2 years supervisory or team leadership experience

• Leadership and people management
• Retirement Fund administration knowledge
• Analytical and problem-solving ability
• Attention to detail and quality orientation
• Decision-making and judgement
• Reporting and Excel proficiency
• Excellent written and verbal communication
• Ability to work under pressure and meet deadlines
• Conflict resolution and delegation skills
• Team collaboration and innovation mindset