Current Opportunities at Eskom Communications

ROLE DESCRIPTION

Oversee fund administration duties for administrators

• Prepare up to date, accurate, monthly reports and statistics for the Benefits Processing Manager
• Maintain the statistical records of members and pensioners and prepare a submission to the EXCO meeting on a monthly basis.
• Ensure that audit controls are in place and audit requests are closed timeously.
• Oversee benefits administrators’ responsibilities including;
•  Perform quality assurance on claim forms and supporting documents received according to applicable work flow, rules and legislation to ensure claims are accurate and compliant.
• Validate the exit claim form to the exit movement received
• Ensure accuracy of all claim documentation and member information
• Verify applicability of member options to Fund Rule and Legislative requirements.
• Validate manual tax directives for members with additional voluntary contributions.
• Ensure that all data is accurately captured by benefits administrators into the system
• Validate the manual calculated Final Average Emoluments to ensure accurate application in the exit calculation in all areas.
• Re- calculate the pre commutation value for the death of a pensioner claim, before loading dependants for a benefit
• Prepare information in readiness for a health check, ensuring accuracy of member data, information and applicable calculations.
• Ensure that all ill health disability benefits applications are accurately and timeously captured and actioned.
• Ensure that Unclaimed Benefits Specialist traces beneficiaries within given timeframes and stipulated SLA’s
• Report on unpaid claims within required EPPF process and policy requirements
• Process and monitor pensioners information within given timeframes
• Check and monitor the daily maintenance of pensioner personal detail changes before the closing of payroll.
• Ensure that contact details of pensioners are maintained and correct for distribution and for pensioner functions invitations by the CRM’s.
• Check and monitor the verification of pensioner existence on the updates done from the EOS Receipt process
• Suspend pension benefits for the non-submission of EOS and on an ad hoc basis for pensioner traced by the Social Workers
• Reinstate pension benefits after suspension of benefits for non-submission of EOS
• Manage the allocation and reconciliation of  member contributions to ensure that all contributions are correctly recorded

Project Management support

• Participate in the Fund’s overall projects e.g., Defined Contribution Conversion, Business Process Re-engineering, amendment of the Fund’s Rules, contributing expertise to enable project objectives to be met.
• Draft reports as part of the project deliverables.
• Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
• Recommend processes and procedures that are relevant to the section and enhance service delivery.

Provide support to the Benefits Processing Manager  

• Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
• Recommend processes and procedures that are relevant to the section and enhance service delivery.

Maintain Member / Pensioners System Data

• Verify and forward all data updates for authorisation before Payroll close through the workflow process.
• Maintain data integrity by following up on the exception reports and making the required updates.
• Ensure that the system is aligned to processes in terms of technical specifications by conducting necessary testing and confirmations before finalising the documents.
• Ensure that the correct procedure is followed in terms of the Transfer In process and update the system with the correct values paid into the Fund’s account.
• Follow up on the exception report after the monthly contribution update and delegate to Administrators to update the system.
• Check and monitor divorce calculation of settlement amounts for manual and MIR calculation according to the rules of the Fund.
• Forward the request for the DSD adjustment to the Actuary after payment of the divorce and update the member record with the revised DSD.
• Monitor and check system and website outputs, Monthly Statistical Reports, Deferred pensioner estimates at retirement and annual statements, members benefits statements Additional Benefit Tax Certificates and Maintenance of Divorce Records
• Ensure that the quality performance standard is maintained by complying with the expected SLA in terms of enquiries from other stakeholders.

People Leadership 

• Manage planning of resource requirements, ensure sufficient capable resources are in place to meet service delivery demands, maintaining the effective and efficient capability of the department.
• Build a high performing team where the best people are deployed in the right roles and deliver against strategy.
• Ensure that all employees are motivated, developed.
• Manage employees’ performance and ensure that their individual and collective performance is of the required standard.
• Implement and maintain an effective system of internal controls and delegations of authority for the department, to ensure that accountability for decisions made.
• Inspires, aligns and engages employees around the vision and strategy of the Fund, maximising employee engagement and willingness to invest discretionary effort. 

Contribute to the team

• Provide assistance to internal and external auditors with annual audit.
• Assist with follow up audit recommendations.
• Liaise with Eskom employer HR, other Member Services staff and Accounts on member and pensioner data maintenance.
• Adhere to quality performance standards.
• Ensure all engagements are member centric
• Participate in EPPF’s projects, contributing knowledge of data maintenance policy and procedures.

Requirements

REQUIRED MINIMUM EDUCATION/TRAINING

• Relevant Bachelor Degree. Registered with professional bodies - where applicable.
• Relevant Industry Diploma

REQUIRED MINIMUM WORK EXPERIENCE

• At least 5 years job-related experience which should include at least 1 year’s experience in a supervisory role. 

TECHNICAL COMPETENCY REQUIREMENTS 

• Working knowledge of Pension Fund Rules
• Basic knowledge of Income Tax Act, Divorce Act, Pension Funds Act, Child Care Act, Marriage Act, Recognition of Customary Marriage Act, Mental Health Act
• Working knowledge of Benefit administration
• Knowledge of Law - Section 37 (C) allocation of death benefit lump sums 

CLOSING DATE 25 AUGUST 2023

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Description

Member segmentation and enhance the member experience:

• Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and EPPF brand values.
• Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements.
• Collect, track, and analyse member feedback, track service levels and performance data and liaise with internal teams to identify opportunities for improvement and ensure that gaps in the customer experience- irrespective of where they occur in the journey – are plugged.
• Raise red flags wherever the business processes need correction to ensure the member has a seamless experience with the Fund.
• Ensure omni-channels are designed and in place to ensure easy interaction between members, clients and the Fund., collaborating with the IT and Communications teams to ensure a seamless experience with the websites, self-service apps, consultants and call centre.
• Identify emerging member needs and trends, taking proactive steps to maintain positive experiences and design and formulate new member offerings in line with emerging needs and trends.
• Keep informed of industry trends and new CRM technologies.

Track member experience and market data to gain insight, and ensure quality control and continually improve processes:

• Drive and execute on the operational aspects of member feedback (NPS survey, Contact Centre feedback, Dashboards) report development and the closed loop process.
• Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
• Responding to member/client queries and complaints in a timely and effective manner, via phone, email, social media, or chat applications.
• Analyse member/client feedback on services and offerings to identify new opportunities.
• With the assistance of the Data team, produce client and member dashboards providing insight into service levels and client/member needs product ranges and new releases, as well as preparing reports.
• Document and enhance member experience processes and procedures, ensuring those servicing members are adequately trained, informed, and have the tools to do their jobs.
• Timeously resolve all escalated complaints ensuring these are closed against quality control measures. 
• Showcase your analytical skills across customer verbatims, scores and feedback, identifying key trends and
• outliers and reporting on progress

Stakeholder management:

• Deliver effective partnership plans with internal stakeholders to drive action and change based on your analysis and monthly insight reporting.
• Engage with all members and key stakeholders to understand their requirements and recommend processes and solutions to meet their needs and achieve EPPF objectives.
• Build credibility, sustainability, and trust through delivering required results within set timelines and standards.
• Pro-actively develop and maintain a wide range of external contacts to obtain/exchange information, identify trends and stay abreast of best practices, taking appropriate actions to enhance competitive advantage.

Requirements

TECHNICAL COMPETENCY REQUIREMENTS:

• Adept with collecting and analysing customer data
• Customer Behaviour – Working Knowledge of Client Value Proposition elements.
• Customer Experience practices – Knowledge of the customer experience practices and innovations used by industries worldwide.
• Presentation and Facilitations skills
• Strong Project management skills
• Excellent communication skills
• Exceptional analytical abilities
• Proficient in MS office (Excel) and related packages as well as CX and CRM software
• Research ability.

REQUIRED MINIMUM EDUCATION/TRAINING:

• Bachelor's Degree in marketing, business management, or in a related field preferred. CCXP, ACXM or other Customer Experience certification [Highly preferred].

REQUIRED MINIMUM WORK EXPERIENCE:

• At least 4 years’ working experience in a CX role in a financial services environment.  Pension fund experience advantageous.

CLOSING DATES: 30 AUGUST 2023

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Engage Key Representatives of The Client to Understand Their Context and Needs:

• Partner with Employer representatives and HR professionals to identify challenges and gaps in service levels, understand their context and requirements in the short and medium term (e.g changing member demographics, anticipated organisational restructures and frequently asked questions)
• Monitor the accurate completion of claim forms and query trends and provide feedback and recommendations to HR.
• Develop and secure commitment to member engagement and education plans to meet these needs and share feedback and trends with the Member Experience Manager and specialists to ensure that engagement strategies remain relevant and adapt accordingly.
• Keep the representatives and their HR teams informed of any changes in regulations, benefits offerings, claim procedures, processes, and service channels, building their capability to respond to frequently asked questions and guide employees in their benefit selection and retirement decision-making.
• Agree service levels, engagement channels and initiatives and be a key channel of support on an ongoing basis.
• Regular schedule of goodwill visits and training programs that target Eskom’s HR Practitioners, HR Officers, and HR Assistants.
• Respond to all queries and complaints accurately and sensitively.
• Support the Business Development Consultant and Investment Consultant on all referrals.

Proactively Engage, Educate Members and Advise Members at Key Points in Their Journey:

• Plan and conduct member engagement, communication, and information sessions in line with critical points of their journey (onboarding, significant life events, pre- and post-retirement)
• On request, provide accurate, and specialist advice to members who are pre-retirement in terms of options, tax implications, divorce act, income tax act, pension fund act, etc.
• Plan and coordinate member education sessions ensuring their objectives are well defined and their impact tracked.
• Conduct presentations and answer queries in a sensitive manner.
• Use surveys, site visits and engagement sessions with members to gauge impact of communication received and ensure that the transfer of information is well understood.

Support And Execute Broader Member and Pensioner Education and Fund Promotion Campaigns:

• Work with the Member experience specialists to understand member and pension segments and requirements and design multi-channel, country-wide information functions which attract Pensioners, promote the EPPF and Fund benefits and answer queries appropriately.
• Oversee all logistical arrangements regarding the pensioner education functions.

Support EPPF’s Drive to Be a Multi-Fund Manager by Supporting Business Development and Growth Opportunities:

• Manage current relationships and help grow the client and member base by creating new opportunities and relationships.
• Be involved in new business development and presentations as and where required. 
• This will be done as the strategy unfolds towards 2024 as the team skills will need to be further enhanced to cater for business development.

Annual Budgets and Financial Management:

• Prepare and motivate for budget to deliver member and client engagement against plans in respective areas of responsibility to deliver to client and member needs.
• Manage costs against guidelines and ensure alignment of expenditure with the budget.

Requirements

Technical Competency Requirements:

• Basic knowledge of Income Tax Act, Divorce Act, Pension Fund Act
• Working knowledge of benefit administration
• Working knowledge of focused client service
• Valid drivers’ licence
• Proficient in MS office (Word, Excel, PowerPoint, and Outlook)
• Presentation skills
• Willing to travel extensively within South Africa.

Required Minimum Education/Training:

• Relevant bachelor’s degree. Registered with professional bodies - where applicable.
• Certified Financial Planner qualification preferred, FAIS qualifications an advantage.

Required Minimum Work Experience:

• Strong understanding of Employee Benefits administration processes and related products
• At least 3-5 years job-related experience (retirement and financial planning) with a focus on employee benefit client relationship management and benefit consulting.