Regional Manager MMH261002-9

Role Purpose

The Regional Manager oversees and manages the operations of the regional walk-in offices/centres that are responsible for the Death Claims Investigation Department within a specific geographic area, as well as the engagement of members (both at regional walk-in offices/centres and by doing Fund, Industry, and financial literacy-related presentations at the Employer).

Their primary responsibility is to ensure accurate sharing of information with members (and clients), efficient, accurate, and timely processing of death claims, exceptional service to beneficiaries, and compliance with company policies and regulatory requirements.

Requirements

Experience and Qualifications

• 6 to 8 years’ experience in the retirement/insurance industry environment.
• 3 to 5 years’ experience in a management role.
• Matric or equivalent (essential).
• Relevant Business degree/ NQF 7.
• COP in Retirement Fund or equivalent qualification (desirable).
• Bilingual (essential).
• Multilingual (desirable).
• Valid driving license (essential).

Duties and Responsibilities

INTERNAL PROCESS

• Prepare and provide monthly reports on the delivery of services against agreed service level agreements and in terms of overall client targets (e.g., death claims investigations, walk-in clients, telephone queries not related to death claims, etc.).
• Sign off on all reports compiled during the death case investigation process.
• Responsible for the identification, allocation to staff, investigation tracking, review, and presentation of death cases to the Funds’ death case subcommittee meetings and/or Board of Trustees/Fund meetings (where applicable).
• Appraise investigations based on set business standards for the purposes of conducting performance excellence and development discussions.
• Ensure policies, procedures, and standards are in place to track all walk-in clients and incoming calls to ensure compliance.
• Manage Fund training to members and stakeholders (Workshops).
• Make possible Employer training for processes of Fund administration (Contributions, Disability, Retirement, Withdrawal and Death cases).
• Create retailisation opportunities by building effective relationships with clients.
• Ensure that the death claims control and system notes are updated weekly to advise on the status of all death case investigations allocated to staff responsible for.
• Liaise with internal departments regarding the requirements of a death in service (e.g., benefit claim form, tax directive, etc.) to ensure that the claim is processed within agreed service levels.
• Ensure that allocation letters and payment instructions from beneficiaries to whom benefits were allocated in line with Fund-specific monetary guidelines are prepared, distributed, and timeously followed up on.
• Report on the inflow and outflow of death claims statistics for areas.
• Ensure financial advice/counselling for beneficiaries is concluded
• Manage client query processes and ensure tracking, resolution, and consistent quality client service (including quality appropriate advice and after-sales service).
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness, and recommend adjustments.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Maintain Fund- and broad product knowledge to respond to customer queries effectively and accurately, as well as for considerations with death case investigations (e.g., GLA multiple/s, etc) and for member education sessions.
• Conduct member education sessions (e.g., inductions, Employer Wellness Days, pre-retirement presentations, etc.) to create awareness of the various features and processes associated with the Fund.
• Responsible for the overall office, operational, staff, and client management in the region they are responsible for.
• Manage the office/s under jurisdiction by ensuring that networks and telephony are working, consumables are replenished, and that the office/s are operational.
• Keeping abreast with all requirements of the retirement industry as set out by the FSCA and the relevant legislation.

CLIENT

• Provide authoritative expertise and factual information to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback, and provides exceptional client service.

PEOPLE

• Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption, and maximise employee productivity.
• Demonstrate exemplary leadership behaviour, through personal involvement, commitment, and dedication in support of organisational values.
• Select and recruit suitably qualified talent in line with Employment Equity principles and Momentum Metropolitan values.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Enable a learning and growth culture whereby information regarding successes, issues, trends, and ideas is actively shared between team members.
• Identify employee growth and development needs and schedule interventions to enable ongoing development, training, and personal growth.
• Effectively manage performance within the team to ensure business objectives are achieved.
• Encourage innovation, change, agility, and collaboration within the team.
• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry, and legislation knowledge.
• Contribute to continuous innovation through the development, sharing, and implementation of new ideas.
• Take ownership of driving career development.

FINANCE

• Investigate reported willful acts of non-compliance with organisation policy and practice and report on findings.
• Responsible for the development of area-specific budgets to minimise expenditure, in alignment with operational plans.
• Manage financial and other company resources under your control with due respect.
• Lead the annual regional operating budget preparation and forecasting processes in collaboration with the location manager and finance centres.
• Continuously drives cost efficiencies and reduces controllable waste
• Identify opportunities and provide solutions to enhance cost effectiveness and increase operational efficiency.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

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