Roles and responsibilitiesAchieving Zamara's ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team.The role holder leads a team of junior administrators/administrators in the management of pension schemes in line with the regulatory guidelines and SLAs in order to guarantee client satisfaction and retentionThis role reports to the Manager, Operations & Administration.In more detail, the areas of responsibility include:Database AdministrationMonitor team activity and coordinate workload in line with SLAs / trust deeds by organizing, prioritizing and making effective workload allocation.Maintain computerized member records, dealing with updates for periodic events such as member statements, allocation of interest, pension increases and scheme / fund valuations for quality service delivery.Identify issues with processes handled in teams and drive a process to find and implement solutions.Support and assist the management team where required in all aspects of service delivery and business support for example, ad hoc projects, auditing, etc.Review output administrator reports to ensure scheme data is readily available and error free.Client ServiceUnderstand member requirements and make every effort to ensure the required standards are met.Identify complaints at the earliest opportunity with a positive attitude, address the true root cause and implement effective corrective action(s) in order to prevent re-occurrence.Provide effective and efficient service delivery to both internal and external clients.Build and strengthen relationships, with internal and external clients.Operational EfficiencyProcess and organize the payment of claims within 30 days in liaison with fund managers and custodians.Take part in both internal and external audits.Assist the scheme renewal process and manage dealing with queries arisen during the issuing of benefit statements as required.Manage, review and amend work flow procedures in line with pension legislation and business requirements.Support the team in operational service delivery in accordance with legislation, policy conditions, business rules and procedures and within the legislative / regulatory framework.Experience and personal qualitiesBachelor's Degree in a Business-related fieldProfessional qualification in Actuarial / CPA / ACCA – added advantage5 years relevant experiencePMI an added advantageProficiency of the Admin systemStrong understanding of the Retirement Fund RulesStrong knowledge of the income taxStrong knowledge of the Pensions IndustryProven technical knowledge of DC & DB pension scheme administrationGood communication skillsTeam PlayerClient Service OrientationDiplomatic and sensitiveResponsible & accountableCreative problem solverResults orientedStrong business senseGood organizational skills
