ADMINISTRATION OFFICER II/ADMINISTRATION OFFICER III

Build a successful career with us

Sanlam is a leading financial services group, originally established as a life insurance company in 1918. The Sanlam Group conducts its business through Sanlam Limited, the corporate head office and five business clusters. The corporate head office is responsible for the Groups’ centralised functions such as strategic direction, financial and risk management, marketing and communications, Group human resources and corporate social investment (CSI). The five-business clusters include; Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay. We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth.

What will you do?

1. Manage and lead a team of Fund Administrators to exceed customer expectations
2. Coach and develop team members to achieve various customer and company Key Performance Indicators
3. Effectively manage behaviours with individuals to ensure company strategic goals are achieved.
4. Support all team members by living and displaying the values whilst coaching, holding effective team meetings, and supporting the team with escalated customer interactions
5. Identify skill and competency gaps to provide the necessary training and coaching
6. Handle escalations, analyse first time contact resolution targets and support the team to achieve goals.
7. Effectively communicate all relevant information to staff through team meetings and all other relevant communication methods
8. Ensure FAs reporting into SFA meet 100% production time daily
9. Effort Levels of staff this should include SFAs (SFAs need to approve 3 FAs claims)
10. Deliver monthly reports below 100% of their effort levels
11. The report should include:
1. Reasons / any special considerations
2. The Actions that have been taken to date, which should have sufficiently addressed the issue
3. Detail plan of future plans
12. Payment and Breaches reporting up to date
13. Use the BI Tool (Management information) optimally - manage claims and ensure SLA is met
14. Authorisations of claims to ensure SLA is achieved
15. Improvement in a controlled environment
16. Manage error rate, ensure quality is monitored, managed and improved.
17. Manage complaints and speedy resolution of these complaints

What will make you successful in this role?

Qualification And Experience

1. Relevant business degree or diploma or industry related qualification would be an advantage
2. 3-5 years’ experience in retirement fund administration
3. Benefit payment experience would be advantageous
4. Proficiency in Microsoft Office (Excel, Word, Outlook etc.)

Knowledge And Skills

1. Sound Knowledge of products, processes and services in the Employee Benefits Environment
2. Computer literacy (Microsoft Office)
3. Understanding of rules and policy regulations with regards to schemes/funds
4. Advanced excel skills is a requirement
5. Experience on MIP workflow system will be advantageous

Behavioral Competencies

1. Excellent leadership skills
2. Excellent communication skills both written and verbal
3. Strong ability to organise with time management skills
4. Working with people to create a culture focused environment
5. Client centric orientation
6. Strong administrative skills
7. Persuading and influencing
8. Creating and Innovation
9. Coping with pressures and setbacks
10. Achieving personal work goals and objectives
11. Ability to use Initiative
12. Ability to work autonomously
13. Ability to maintain objectivity and remains impartial

Core Competencies

1. Cultivates Innovation - Creating new and better ways for the organisation to be successful.
2. Client Focus - Building strong customer relationships and delivering customer-centric solutions.
3. Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
4. Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
5. Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to transformation and embracing diversity and our employment equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.