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. He/She must 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. Be able to engage and listen to current challenges in the team/business and use expertise to troubleshoot 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 stakeholder management in terms of communication, i.e., feedback to clients, managing clients, responding to clients, and attending to queries timeously.Responsibilities:Manage the end-to-end process of the registration of new employers, including engaging and following up with the employer to ensure completion of the registration.Manage the loading of the new employer onto the administration system once the registration is completed.Run the first cycle on the employer, then hand over to the contributions team.Maintain the employer details throughout the employer's participation in the fund and manage any changes as and when notified.Manage the cleanup of the employer's data on our administration system.Assist with the cleanup of an employer's statement of account when requested.Assist with any other ad-hoc projects delegated by the Manager: Compliance.Team Support:Be able to work independently with minimal supervision.Build and maintain supportive relationships both internally and externally.Accept accountability and take responsibility for any work done or allocated.Display a willing and helpful attitude.Action any other responsibilities allocated by the manager.Client Relations:Attend to all email and telephonic enquiries both internal and external.Assist internal and external service providers.Apply the rules, policies, and administration procedures of different funds in accordance with the company standards or service level agreements.Follow through and provide the client with ongoing feedback until the enquiry is resolved, where applicable.Support a positive and responsive climate for client enquiry resolution.Action all escalated enquiries within 24 - 72 hours.Time Management:Must have excellent time management.Manage work outflow timeously.Be flexible and able to work under pressure and multitask.Ensure that the SLAs are adhered to.
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