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Manager: Complaints and Queries Resolution
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General Details
Location:
Advertised By:Agency
Company Name:Salt Employee Benefits
Job Type:Full-Time
Description
SALT EB is seeking to appoint a candidate who is results-driven, passionate about service delivery and thrives under pressure to lead, manage and control the activities of the administrator’s complaints and queries resolution unit within the Legal Risk & Compliance Department.
RESPONSIBILITIES
- Oversee and manage the administrators’ complaints and queries unit within the Department;
- Oversee and manage the administrators’ reconstruction and determination unit within the Department;
- Handle all complaints and enquiries referred to the Department;
- Manage the processes of referral of matters to internal and external stakeholders;
- Ensure timeous filing of responses on behalf of funds administered by SALT EB in accordance with the SLA’s;
- Enhancement of the complaints management process flow;
- Attend to administrative and managerial responsibilities of the team as directed by the Head of Department;
- Prepare monthly, quarterly and annual reports on matters handled by the Unit;
RECORD KEEPING AND FILING
- Ensure all documentation relating to umbrella funds are saved in the member profile on the system
- Ensure appropriate notes are recorded in the member profile on the system
- Full fund administration system filing
REPORTING
- Prepare, analyse and present ad hoc reports as and when requested
- Oversee and manage the administrators’ complaints and queries unit within the Department;
- Oversee and manage the administrators’ reconstruction and determination unit within the Department;
- Handle all complaints and enquiries referred to the Department;
- Manage the processes of referral of matters to internal and external stakeholders;
- Ensure timeous filing of responses on behalf of funds administered by SALT EB in accordance with the SLA’s;
- Enhancement of the complaints management process flow;
- Attend to administrative and managerial responsibilities of the team as directed by the Head of Department;
- Prepare monthly, quarterly and annual reports on matters handled by the Unit;
RECORD KEEPING AND FILING
- Ensure all documentation relating to umbrella funds are saved in the member profile on the system
- Ensure appropriate notes are recorded in the member profile on the system
- Full fund administration system filing
REPORTING
- Prepare, analyse and present ad hoc reports as and when requested
QUERY RESOLUTION
- Attend to queries or inquiries by members within the required timelines
- Provide assistance to Employers or service providers where necessary
INNOVATIVE & TEAM PLAYER
- Be able to work independently with minimal supervision
- Abide by audit findings as directed by the Head of Administration o...
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Id Subtitle 1116193995
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Salt Employee Benefits
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