Contributions Manager

The Contributions Manager is responsible for the overall management of the contribution department. The duties include, managing, planning, monitoring and reporting. Providing assistance to Client Services, the Call Centre, Claims team, employers and external service providers. The Contributions Manager reports to the Head Administration.

AREAS OF RESPONSIBILITIES 

Meet production standards in terms of quantity and quality.

Liaise with employers and service providers both written and verbal.

Devote the whole of your time, attention and abilities during working hours to the discharge of your duties with strict accuracy.

Ensure email communication, whether internal or external is dealt with professionally and within the service level agreement.

Coordinate and monitor all contribution related activities which includes monthly contribution cycles, ad hoc contributions, data maintenance and client enquiries.

• Ensure all funds comply and is administered according to the rules, policies, legislation, administration procedures and the service level agreements applicable to each fund.
• Identify, develop, enhance and implement policies and procedures that are relevant to the contributions department.
• Follow up on audit findings and recommendations.
• Compile job descriptions for all levels within the contributions department.
• Set and agree performance areas with staff and manage employee performance.
• Delegate work to staff.
• Coordinate departmental leave.
• Compile accurate reports required by management in the required format.
• Any other duties as determined by the Head: Administration.

RECORD KEEPING AND FILING

• Keep all email correspondence for future reference

QUERY RESOLUTION

• Attend to all email and telephonic enquiries both internal and external.
• Assist Client Services, the Call Centre, Claims team, employers and external service providers to resolve queries.
• Follow through and provide client with on-going feedback until enquiry is resolved.
• Support a positive and responsive climate for client enquiry resolution.
• Action all escalated enquiries within 24 - 72 hours.
• Report any irregularities to the Head: Administration.
• Monitor escalations and complaints and recommend preventative measures.

TEAM SUPPORT 

• Accept accountability and take responsibility for any work done or allocated.
• Display a willing and helpful attitude.
• Select, assign, lead and manage people
• Train, mentor and coach staff.
• Maintain staff relations.

RELATIONSHIP MANAGEMENT

Build and maintain relationships at all levels with service providers and internal departments to enhance organisational e...