Roles and responsibilities

• Achieving 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 retention
• This role reports to the Manager, Operations & Administration.

In more detail, the areas of responsibility include:

Database Administration

• Monitor 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 Service

• Understand 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 Efficiency

• Process 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 qualities

• Bachelor’s Degree in a Business-related field
• Professional qualification in Actuarial / CPA / ACCA – added advantage
• 5 years relevant experience
• PMI an added advantage
• Proficiency of the Admin system
• Strong understanding of the Retirement Fund Rules
• Strong knowledge of the income tax
• Strong knowledge of the Pensions Industry
• Proven technical knowledge of DC & DB pension scheme administration
• Good communication skills
• Team Player
• Client Service Orientation
• Diplomatic and sensitive
• Responsible & accountable
• Creative problem solver
• Results oriented
• Strong business sense
• Good organizational skills