Manager Service Delivery Excellence, Johannesburg

PURPOSE OF THE ROLE

The SDE Consultant will be responsible for overall delivery of designated client & managing the relationship.

RESPONSIBILITIES

Grow Relationships:

• responsible for servicing & retaining the major client assigned to them
• responsible for identifying enhancements & implementing where approved
• track SLA delivery and manage accordingly at all levels including ee & er
• ensure all required information reaches clients & relationship is developed

Reduce Unresolved Queries :

• Stakeholder engagement for client i.e. PFA, FSCA, Other
• Resolution of escalated queries and/or communicating with client on problem areas
• Treating stakeholders with care & in line with TCF, POPI & other applicable legislation

Effective - Solution Driven.

• manage delivery and query resolution to avoid complaints/escalations
• Demonstrate commitment & determination to providing solutions to clients
• Will be required to perform other functions from time to time

Efficient - Delivery Management

• to be punctual, meetings with internal & external service providers to remain current
• Costs to be considered, demonstrating most effective methods for servicing client
• Ensure comprehensive and speedy resolution to client queries
• Internal & External reporting to be submitted timeously - escalating where necessary

NEW–SALTEB Brand

• Professional communication, updating client, well presented & knowledgeable on Fund
• Annual planner for client and managing expected delivery internally and with client
• Identify gaps & map possible solutions for client and/or internal processes
• Improve client experience of SALT EB by streamlining processes & delivery

Competencies required:

• Matric
• Excel
• Communication (Written and Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time

QUALIFICATIONS

• Relevant BCom, or Bachelor's Degree, MBA Preferable
• 10 years' experience in a similar position
• EB experience
• Financial Acumen
• Certified Financial Planner (NQF Level 5) and other professional education requirements
• RE1 & RE5 qualification
• Employee Benefit Consulting experience of 10 years essential
• Excellent command of English
• 5years experience in the Retirement Fund industry/Employee Benefits
• Ability to work independently and as a team member
• Knowledge of other SA Legislation
• solving skills
• Excellent communication skills (verbal & written)
• The incumbent may not be someone previously removed from an office of trust
• based on misconduct involving dishonesty
• The incumbent may not hold a criminal record

ORGANIZATIONAL VALUES

• Ensure adherence to all organizational objectives
• Devote the whole of your time, attention and abilities during working hours to discharge of your duties with strict accuracy.
• Use your best endeavours to properly conduct, improve, extend, develop, promote, protect and preserve the business interest, reputation and goodwill of the company.
• Any other duties as determined by the business needs and to participate in all organisational events as required.