Team Leader: Complaints Resolution

Purpose of role:

The  incumbent must have the ability to investigate and apply expertise to data with an intended objective to deliver on the specific area of expertise. Further have the ability to analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports.Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions. The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily. Perform quality assurance based on the specialized requirements of the role. Should be able to ensure strong stake holder management ito Communication i.e. feedback to clients, managing clients, responding to clients, attend to queries timeously.

Areas of Responsibilities

• Timeous Reponses to Queries.
• Identify the source of the complaint by identifying all parties to a complaint, and direct that the relevant information be sought from all parties.
• Accurate query response within the stipulated timelines.
• Have good problem solving capabilities.
• Record Keeping/Filing.
• Record/track complaints and determinations received from the PFA, FSCA and other sources.
• Have a systematic filing system for all complaints, queries, responses and determinations issued by the PFA and other relevant Authorities.

• Investigation of Pension Funds Adjudicator (PFA) complaints.

• Ensure that responses to PFA and other stakeholders are of high-quality standard, furthermore, to ensure that supporting documents relate the drafted response.
• Attend to PFA queries relating to responses/Attorney and member queries.
• Ensure that all the matters are attended to timeously and deliver high quality work.

Reporting

• Controlling the outcome of PFA determinations issued and ensuring adherence.
• Provide a weekly report/update of all complaints to Management.
• Provide monthly reports for the relevant stakeholders.
• Be able to deal with Board of Trustees and other stakeholder enquiries.
• Time and Quality Management.
• Meet production standards in terms of quality and quantity.
• Ensure written and verbal communication (internally and externally) is dealt with professionally and within the agreed service level agreements.

Record keeping:

• Recording of new complaints and determinations for reporting purposes to EXCO and relevant stakeholders.

Qualification:

• Relevant LLB, BCom, or Bachelor’s Degree
• EB experience
• Pension Law experience

Role Expectation: