PENSION ADMINISTRATION CLAIMS MANAGER

VACANCY 

The role

A Pension Fund Claims Manager’s role focuses on ensuring that claims are processed accurately, efficiently, and in compliance with relevant regulations. This involves managing the entire claim lifecycle, from initial receipt to final settlement, and addressing any issues that may arise. The manager is also responsible for ensuring a positive experience for pension members and providing clear communication throughout the process.

Key Performance Areas

• Claim Processing:

  • Review and analyze pension claim forms, verify eligibility, and ensure all required documentation is received.

  • Communicate decisions to relevant stakeholders.

• Communication:

  • Liaise with scheme members, pensioners, employers, and other stakeholders regarding claims, forms, rules, and regulations.

  • Communicate changes in pension policies and updates.

• Payment:

  • Authorize and manage pension payments, ensuring they are made accurately and on time.

• Dispute Resolution:

  • Investigate and resolve disputes related to pension claims.

• Policy and Procedure Compliance:

  • Adhere to all relevant pension regulations, plan documents, and internal policies.

• Performance Improvement:

  • Identify areas for process improvement and efficiency gains within the claims management function.

• Team Leadership:

  • Manage claims team, provide training and guidance, and oversee their performance.

• Data Management:

  • Maintain accurate records of pension claims and related transactions, ensuring data integrity and confidentiality.

Leadership and Management

• Lead and manage the team in the execution of their duties and ensure a high-performance culture is maintained.

• Work in collaboration with other managers within the department.

• Focus on improving employee engagement and maintaining a high level of pension member compliance.

• Manage performance of staff and talent retention.

• Ensure multi-skilling of staff within the team.

• Ensure compliance with company policies and procedures.

• Manage staff in accordance with statutory regulations.

• Perform the recruitment of staff in accordance with company policies and procedures.

• Ensure appropriate succession planning and career pathing.

Qualifications/Experience

• Bachelor’s degree in business administration or related field. MBA is an added advantage.

• Minimum of 5 – 10 years’ retirement funds industry experience with a focus on Pension Benefits Administration.

Knowledge and Skills

• A strong understanding of pension laws, regulations and guidelines.

• Knowledge of the financial services business and pension fund administration.

• Ability to analyze complex information and make sound business decisions.

• Sound knowledge of group/life risk benefits and new member processing.

• Knowledge of Client Services, Claims Management and KYC principles.

• Computer skills (Microsoft Windows, Outlook, Word, Excel)

• Good written and Customer Service Management and attention to detail.

• Knowledge of customer service standards and retention principles.

• Ability to work under pressure and meet deadlines.

• Excellent communication, interpersonal and leadership skills.

• Ability to manage and motivate a team effectively.

• Strong organizational and time management skills.

• Ability to adapt to changing priorities and use initiative where necessary for problem solving.