Description:
Contribute to the team- Provide assistance to internal and external auditors with annual audit.
- Assist with follow up audit recommendations.
- Adhere to quality performance standards.
- Ensure all engagements are member centric
- Participate in projects, contributing knowledge of data maintenance policy and procedures.
Provide support to Pension Administration Managers
- Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
- Recommend processes and procedures that are relevant to the section and enhance service delivery.
Reporting and Audit Management support
- Participate in the Funds overall projects.
- Contribute to monthly/weekly quality reporting with regards to the findings to management
- Review and update SOPs where necessary
- Ensure that audit controls are in place and audit requests are closed timeously.
- Oversee the planning and execution of the Audit and Assurance strategy within the Pension Administration department.
Claim Processing Quality Assurance
- Perform quality assurance on all compliance documents, applications and supporting documents for any discrepancies, omissions, errors, or non-compliance to Fund rules and legislations.
- Verify applicability of member options to Fund Rule and Legislative requirements.
- Check the manual calculated Final Average Emoluments are verified to those applied in the exit calculation in all areas.
- Check all member data and values are correctly updated in the member workflow and are calculated according to member choice.
- Ensure all notes and emails received are recorded against members records on the claim
- Ensure all workflow processes are accurate and correct
Contact Centre Quality Assurance
- Perform quality assurance on Contact Centre Agent calls and act as feedback channel on identified quality issues.
- Provide trend data to Contact Centre Managers
- Ensure implementation of identified quality methodologies and improvement initiatives.
- Monitor all calls and email responses to assess Agents demeanour, technical accuracy, customer service performance, and conformity to Fund policies and procedures.
- Assist in developing, creating and implementing Contact Centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Member experience.
Required Minimum Education/Training
- Relevant Degree/ Diploma
Required Minimum Work Experience
- 8 years job-related experience
- Retirement Fund industry knowledge is advantageous
· 3 to 5 years Quality Assurance experience
· Risk Awareness
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11 Mar 2025;
from:
gumtree.co.za