Position Description:
As part of the People Shared Services [PSS] that provides excellent service and employee experience for over 30,000 employees, the incumbent is responsible for an effective and efficient delivering, support and operational management of benefits to TFG employees within RSA and Rest of Africa [ROA] operations. This includes benefit structures, practices and professional consultation with the business (relevant line managers and employees) with a focus on delivering excellent customer service and continuously improving efficiencies in order to achieve PSS Service Level Agreement standards.
Key Performance Areas:
Deliver outputs guided by Benefit strategies, policies and processes provided by the SPA Benefits specialists, these would include changes to policy; legislation and new initiatives/projects.
Delivery of benefits and change management activities:
- Guided by the annual rhythm plan execute meet deadlines within SLA, including business and stakeholder readiness
- Ensure that all benefit change project are planned and effectively implemented
- Assist the SPA with the roll out of the benefits plan including communication plan, required consultation and post implementation support
- Work with System and Reporting team to ensure all benefit data is tracked and available for reporting requirements as well as compiling the relevant reports and providing feedback
- On-going reporting, database management and matrices
Liaison and case management with TFG’s 3rd Parties [i.e. Disability, COID, Medical Aid etc.]:
- Ensure readiness of the HR Services support teams in order to meet lead times, delivery and ensure timeous and quality completion
- Execute operational activities for / through relevant third parties
- Partner where relevant in order to ensure delivery of necessary outputs as per the SLA, agree delivery and ensure timeous and quality completion
- Ensure effective disability case management, analysis and reporting
- Escalate delivery or operational concerns with the relevant relationship holder
- Attend operational meetings with third parties
- Partner to deliver end-to-end digital / e-solutions
- Partner with external suppliers on new or enhanced processes to establish agreed lead times and timeous and quality delivery
Identify and manage potential risks:
- Ensure Benefits process and practices meets compliance requirements
- Identify and provide recommendations to address non compliance Ensure all significant legislative risks / compliance issues are escalated to Benefits Manager and or SPA Benefit / relevant Specialists
Continuous Improvement:
- Identify opportunities for improvement in Benefits processes and communicate these to Benefits Manager for consideration
- Execute User Acceptance Testing activities aligned with Systems & Reporting team testing periods
Problem Management / Escalation Management:
- Communicate all significant risks to delivery to the Benefits Manager
- Escalate any deviation to policy and provide recommendation to Benefits Manager or relevant SPA Benefits for decision
General: Benefits and People Shared Services Support:
- Assist other teams members, and / or in broader People Shared Services: Operations according to resource needs (valley periods, emergencies, projects)
- On request, act as 2-I-C to Benefits Manager (e.g. during absence; taking the lead on a project; etc)
- Make recommendations and proposals to improve shared service effectiveness and efficiency
Job Requirements:
- HR/Psychology Degree or equivalent
- 3 to 5 years functional Benefits experience.
- Disability and COID and Medical Aid Experience [including 3rd party management]
- Africa Benefit management experience [advantageous]
- Wellness experience [advantageous]
Skills and attributes
- Strong knowledge of Benefits
- Strong knowledge of change management
- Project management knowledge and exposure
- Experience of influencing at various leadership levels
- Customer service / user experience passion
- Excellent interpersonal and communication skills
- A ‘can do’ attitude with high service delivery
- Continuous improvement performance mindset
- Understanding of related policies and legislation
- Resilient in the face of obstacles
- Ability to work in fast paced and pressurized environments
- Benefits structure and legislation knowledge [RSA and ROA]
- Analytical and numerical ability
- Critical thinking skills
- Strong judgement and the ability to work independently
- MS Office package proficiency [e.g. MS Excel, MS Word]
- Understanding of the TFG business context [advantageous]
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