Senior Client Liaison Officer at The Government Pensions Administration Agency (GPAA)

REQUIREMENTS :

• A relevant three-year B degree/National Diploma or equivalent three-year qualification (minimum 360 credits) with three to five (3 – 5) years’ experience in the Client Relationship Management environment of which two (2) years supervisory experience OR three to five (3 – 5) years’ experience in the Client Relationship Management environment of which two (2) years’ middle management experience.
• Computer literacy that would include a good working knowledge of Microsoft office products. Valid driver’s license is mandatory, at least two years old (a copy will be requested to verify).

DUTIES :

The incumbent will be responsible for a wide variety of tasks which include but are not limited to the following:

• Providing education and training: Conduct training to HR unit on correct completion of GEPF and related product documentation. Conduct workshops to members, employers and stakeholders where an explanation of GPAA will be given with related processes. Conduct Roadshows to members, employers and stakeholders where an explanation of GPAA will be given with related processes. Conduct Induction Programme to members, employers and stakeholders where an explanation of GPAA will be given with related processes. Plan, develop education materials, monitor and evaluate the Programme and conduct presentations to HR unit about Retirement member campaign. Conduct training of new/current Pension Case Management system (PCM). Inculcating compliance on management of SLA. Instrumental in guiding where Mobile services are required and propose the inclusion of identifying the need for mobile services at a department or specific region within the province.
• Compliance of employers and stakeholders: Ensuring compliance of performance from the employer departments. Follow-up/trace missing information on outstanding documents in order to enable finalization of the process (Trace members for outstanding life certificate). Monitor documents received on Pension Case Management (PCM) on a daily basis. Ensure that SLA’s are adhered to. Ensure that GPAA rules, products and processes are known and adhered to.
• Enquiry management (General and RMC): Check member queries through wireless facility and resolve on site. Provide information regarding member cases. Facilitate meetings with relevant client departments in resolving administrative issues. Confirm member status with employer (RMC). Update member information on the RMC portal application. Requesting and receiving additional information from employer with regard to GEPF and related product documentation. Interaction with Compensation Fund regarding IOD enquiries.
• Collection of GEPF and related product documentation (including medical pensions and IOD): Pre-verification of documents received from employer, member and third party. Checking and capturing of documents. Bar coding, linking and indexing of documents. Scanning documents onto PEKWA. Quality assurance of each case using control sheet. Collect supporting documents for RMC processes. Collect original awards from employer regarding IOD.
• Provide effective administration of the unit: Supervise the Client Liaison Officers (CLO’s) performance. Supervise the CLO’s development and training. Effective communication to CLO’s. Formal disciplinary authority. Effective management of the section and CLO’s. Identify system improvement opportunities through process quality cycle. Compile feedback reports for RMC and PMC on a weekly and monthly basis.