Role Overview:

The Front Office Senior Administrator oversees daily Front Office operations, ensuring claims are accurately assessed, documented, and submitted on time. This role provides leadership, coaching, and operational oversight to ensure quality, compliance, and excellent member service.

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.

Competencies

• 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

Qualifications

• 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