Head, Benefits at AXA Mansard

Details:

Job Objectives:

• Timely and hitch-free processing and payment of all statutorily approved categories of benefits to RSA holders, retirees or other categories of clients, as may be approved by regulation
• Continuous process improvement and innovative contributions to ensure best-in-class processing of benefits applications
• Consistent delivery of superior customer experience to all retirees and / or clients

Key Responsibilities and Accountabilities

• Oversight of the Benefits Department to ensure alignment with the firm’s overall business objectives, and ensure consistently seamless operation of the department
• Responsibility for smooth operation of the retirement benefit process, and ensuring that retirees and other clients receive their benefits on a timely basis.
• Responsibility for proper record-keeping of all transactions and client data within the department
• Management of all incoming communication from customers on all available platforms in relation to their benefits (walk-in clients, calls, emails and social media; e.g. Facebook), and overall responsibility for management and resolution of retirees’ complaints and issues
• Relationship management of retirees and continuous education of clients on the processes and required documentation for the various types of benefits’ payments
• Responsibility for determining appropriate withdrawal options through consultation with retirees
• Oversight of process for, and validating, the calculation of retirement benefits in line with predetermined formulae
• Verification of all supporting documentation for clients’ requests for benefits payments prior to processing on the applicable platform.
• Providing authorization and verification for processing of all categories of benefits payments:
  • Retirement / annuity benefits payment
  • Enbloc benefits payments
  • 25% benefits payments
  • Death benefits payments
  • Voluntary contributions
  • Any other category of payment as may be authorized by regulation
•  Ensure that all processed requests sent for the various types of benefits payments through RMAS to the Commission are validated successfully.
• Liaising with the PFC for all the transactions between the PFA and the PFC in relation to benefits payments.
• Ensuring that payment approvals received from PenCom are duly checked, and authorization of payment instructions to the PFC at bank level for the credit of retirees’ or clients’ bank accounts.
• Ensure that quarterly statements of account are sent to retirees
• Ensure that monthly programmed withdrawals are paid before the 24th of each month
• Ensure proper and accurate posting of transactions in retirees’ RSA bank accounts at the bank level and on the applicable platform.
• To ensure that all benefit payments on the applicable platform. and at the Bank at the end of the day are reconciled with Fund Accounts unit
• Always assist other team members when necessary; e.g., following up with the Customer Care Unit, etc.
• Liaise with PenCom on all issues relating to benefits payments and administration, in addition to cultivating and maintaining good relationships with the relevant officers of the Commission
• Proactive contribution to the formulation and execution of business strategy, in addition to firm-wide process improvement initiatives
• Attend to any other duties assigned by CEO

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 from financial services, and 4 must have been in managerial capacity
• Working experience in a Customer Service and Operations department.
• Exceptional verbal communication and very good interpersonal skills
• Excellent listening skills
• Good communication skills
• Proficiency in the use of computer applications / software, such as, MS Word and MS Excel
• Good level of initiative and team spirit