Technical Specialist: Client Transition at Alexander Forbes

Purpose of the Job:

• To ensure delivery of quality service after reviewing specific tasks to our internal and external clients

Overview:

Education

• Matric –Essential
• Bachelor’s Degree (3 years - 360 credits) Business/ Commerce/ IT – Advantageous
• Data analysis, Computer literacy, Alexforbes systems - Working knowledge essential and recommended

Experience required

• Employee Benefits – Retirement Fund Administration – 3 to 5 years (Essential)

 Key performance areas

Client Onboarding

New Business:

• Ensure timeous delivery of action items as defined and outlined in the project plan(s)
• Ensure client schedules are fully analysed in line with the rules of the fund and AF best practice requirements and procedures
• Drive ongoing engagement with client to ensure that schedules become compliant within the shortest time possible
• Drive roll out of Employer access to digital solutions in line with current practice and procedures and provide client with feedback throughout the process
• Escalate any delays/ road blocks to Manager in order to ensure that client expectations and SLA’s are not compromised

 Existing Business:

• Ensure client schedules are fully analyzed in line with AF best practice requirements and procedures
• Drive ongoing engagement with client to ensure that schedules are become compliant within the shortest time possible
• Deliver on reporting to business as may be required until schedules are compliant/ reached agreed level of compliance

Administration presentation

• Provide process and procedural training to new Clients Payroll and Human Resources on Alexforbes administration procedures and processes (both administrative and digital processes

Uphold service standards

• Clear emails and queries in line with service standards.
• Ensure that contribution schedule related queries pertaining to new business are prioritized
• Ensure project plans are being managed, updated, distributed and progressing towards agreed target dates and deadlines.

Quality assurance

• Ensuring the Legislative requirements and/or SLA/SLS are being adhered to
• Ensuring the output produced are of the highest quality
• Living the zero error culture and impacting on the elimination of E&O’s

Systems and reporting

• Ensure all reporting is delivered as per agreed timeline

             Stakeholder relationship

• Establish strong, trust-based relationships with internal clients, external clients and other teams within Alexforbes.
• Work collaboratively with other departments to coordinate client interactions and resolutions to their needs.
• Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met.
• Develop and maintain excellent business relations with new clients.
• Ensuring that the TCF values are top of mind in all dealing with internal and external clients.

Customer experience

• Manage customer experience at all touch points
• Implement the 6 TCF ways in daily operations ensuring that the TCF values are top of mind in all dealing with internal and external clients
• Embed the requirements of POPIA into the team in so far as it applies to the processes performed

Competencies

 Business skills

• Strong client servicing skills and is keen and experienced in client servicing standards
• Performs duties within own area with direction from line Manager
• Good oral & written communication skills
• Good Presentation skills
• Ability to follow Manuals, Company policies and procedures, external/ internal resources, Legislature, and general practices within statutory Funds
• Ability to multi-task

           Functional skills

• Strong analytical skills
• Ability to review and understand the applicable legislation relevant to function
• Working knowledge of DC or DB funds
• Working knowledge of employee benefit administration processes
• Knowledge of different retirement funds
• Ability to work with large and complex data sets and identify problems/ complete reasonability checks
• Good Project management skills

People skills

• Teamwork
• Collaboration
• Respectfulness
• Reliability

Core competencies

• Collaboration
• Communication
• Flexibility and adaptability
• Initiative