Head, Operations at AXA Mansard

Details:

Job Objectives:

• Ensure best-in-class efficiency in the operation of the overall contributions process, including, among others, registration and documentation, contributions administration, and remittance and reconciliation.
• Articulation and execution of the company’s operations strategy.
• Effective oversight of the customer service function to ensure all the company’s clients: RSA holders and retirees, consistently receive effective and timely customer support

Key Responsibilities and Accountabilities

• Oversight of the RSA registration and documentation function, and ensuring optimal efficiency in the new client onboarding process. This process includes ensuring completeness and accuracy of new client data and documentation, PIN generation, and PIN notification, within lowest turn-around times, among others.
• Daily oversight of the contributions management function, to ensure timely and accurate uploads and transaction processing, within pre-defined timelines.
• Driving a service-based culture within the department to support the business strategy.
• Acting as the anchor for managing the relationship with the company’s pension fund custodian(s) (PFCs), and ensuring the maintenance of a smooth interface at all times.
• Oversight of the contributions and remittance function, including responsibility for proper posting and accurate classification of the various types of inflows.
• Responsibility for all contributions data management, tracking of unfunded accounts, and coordinating efforts to achieve funding of all such accounts.
• Responsibility for development and full implementation of departmental SOPs.
• Ensure compliance with all regulatory requirements as it relates to both operations and customer service activities.
• Oversee the review of business processes, identify improvement opportunities that would add value by reducing costs, improving efficiency and increasing overall customer satisfaction and position the company as the best service provider within the industry.
• Set performance targets and review performance of Operations personnel.
• Participate in and contribute to management meetings with a view to sharing experience for the benefit of robust decision-making and knowledge impartation.
• Cultivate and maintain cordial and professional relations with the relevant officers within the National Pension Commission (PenCom)
• Ensure the department’s adherence to all relevant regulatory reporting requirements.
• Ensure efficient monitoring and provision of direction/drive towards recovery of funds for public and private sector RSAs (in conjunction with Business Development).
• Ensure that the database of customer information is accurate and ensure successful implementation of Know your Customer or Customer Familiarity Index.
• Ensure smooth implementation and management of the customer contact center.
• Ensure an efficient system of resolution of customer complaints and compliance with the target of responding within 24 hours of receiving complaints.
• Ensure an efficient client feedback system, process and reporting. Ensure that the organisation demonstrably learns from customer feedback and uses it as part of continuous process improvement.
• Other duties as may be delegated from time to time by the Managing Director.

Required Skills and Competencies

• University degree, or equivalent, in a numerate discipline, or relevant professional qualification
• 10 years post-qualification experience, of which 8 must be in financial services, and 4 must have been in managerial capacity.
• Good understanding of accounting principles and audit standards, procedures, and techniques.
• Excellent understanding of the financial services landscape and inherent risks in non-bank financial services industry.
• Good knowledge of the relevant regulatory framework and the regulatory environment.
• Good attention to detail, as well as strong problem solving and analytical abilities.
• Excellent communication and people management skills.
• Strong negotiation skills.