Technical Specialist: Client Transition

Alexander Forbes is a leading provider of financial, risk and insurance and multi-manager investment solutions internationally. The primary operations are based in South Africa and the United Kingdom. A significant network of subsidiaries and partners ensures we provide an outstanding level of service to our customers internationally. Alexander Forbes' customers include small, medium and large organisations, specialist groups and individuals. We focus on our customers to deliver an efficient and innovative service by empowered people wherever we operate.Purpose of the Job: To ensure delivery of quality service after reviewing specific tasks to our internal and external clients Overview: Education Matric - Essential Bachelor's Degree (3 years - 360 credits) Business/ Commerce/ IT - Advantageous Data analysis, Computer literacy, Alexforbes systems - Working knowledge essential and recommended Experience required Employee Benefits - Retirement Fund Administration - 3 to 5 years (Essential) Key performance areas Client Onboarding New Business: Ensure timeous delivery of action items as defined and outlined in the project plan(s) Ensure client schedules are fully analysed in line with the rules of the fund and AF best practice requirements and procedures Drive ongoing engagement with client to ensure that schedules become compliant within the shortest time possible Drive roll out of Employer access to digital solutions in line with current practice and procedures and provide client with feedback throughout the process Escalate any delays/ road blocks to Manager in order to ensure that client expectations and SLA's are not compromised Existing Business: Ensure client schedules are fully analyzed in line with AF best practice requirements and procedures Drive ongoing engagement with client to ensure that schedules are become compliant within the shortest time possible Deliver on reporting to business as may be required until schedules are compliant/ reached agreed level of compliance Administration presentation Provide process and procedural training to new Clients Payroll and Human Resources on Alexforbes administration procedures and processes (both administrative and digital processes Uphold service standards Clear emails and queries in line with service standards. Ensure that contribution schedule related queries pertaining to new business are prioritized Ensure project plans are being managed, updated, distributed and progressing towards agreed target dates and deadlines. Quality assurance Ensuring the Legislative requirements and/or SLA/SLS are being adhered to Ensuring the output produced are of the highest quality Living the zero error culture and impacting on the elimination of E&O's Systems and reporting Ensure all reporting is delivered as per agreed timeline Stakeholder relationship Establish strong, trust-based relationships with internal clients, external clients and other teams within Alexforbes. Work collaboratively with other departments to coordinate client interactions and resolutions to their needs. Communicate effectively with our clients to resolve issues without escalations and ensure client expectations are met. Develop and maintain excellent business relations with new clients. Ensuring that the TCF values are top of mind in all dealing with internal and external clients. Customer experience Manage customer experience at all touch points Implement the 6 TCF ways in daily operations ensuring that the TCF values are top of mind in all dealing with internal and external clients Embed the requirements of POPIA into the team in so far as it applies to the processes performed Competencies Business skills Strong client servicing skills and is keen and experienced in client servicing standards Performs duties within own area with direction from line Manager Good oral & written communication skills Good Presentation skills Ability to follow Manuals, Company policies and procedures, external/ internal resources, Legislature, and general practices within statutory Funds Ability to multi-task Functional skills Strong analytical skills Ability to review and understand the applicable legislation relevant to function Working knowledge of DC or DB funds Working knowledge of employee benefit administration processes Knowledge of different retirement funds Ability to work with large and complex data sets and identify problems/ complete reasonability checks Good Project management skills People skills Teamwork Collaboration Respectfulness Reliability Core competencies Collaboration Communication Flexibility and adaptability Initiative