Description

ENGAGE KEY REPRESANTATIVES OF THE CLIENT TO UNDERSTAND THEIR CONTEXT AND NEEDS 


Partner with Employer representatives and HR professionals to identify challenges and gaps in service levels, understand their context and requirements in the short and medium term (e.g. changing member demographics, anticipated organisational restructures and frequently asked questions)
Monitor the accurate completion of claim forms and query trends and provide feedback and recommendations to HR
Develop and secure commitment to member engagement and education plans to meet these needs and share feedback and trends with the Member Experience Manager and specialists to ensure that engagement strategies remain relevant and adapt accordingly.
Keep the representatives and their HR teams informed of any changes in regulations, benefits offerings, claim procedures, processes and service channels, building their capability to respond to frequently asked questions and guide employees in their benefit selection and retirement decision-making
Agree service levels, engagement channels and initiatives and be a key channel of support on an ongoing basis
Regular schedule of goodwill visits and training programs that target HR Practitioners, HR Officers, and HR Assistants.
Respond to all queries and complaints accurately and sensitively.
Support the Business Development Consultant and Investment Consultant on all referrals.


PROACTIVELY ENGAGE MEMBERS AT KEY POINTS IN THEIR JOURNEY   


Plan and conduct member engagement, communication, and information sessions in line with critical points of their journey (onboarding, significant life events, pre and post retirement)
On request, provide accurate, and specialist benefit counselling to members who are pre-retirement in terms of options, tax implications, divorce act, income tax act, pension fund act, etc.
Plan and coordinate member education sessions ensuring their objectives are well defined and their impact tracked.
Conduct presentations and answer queries in a sensitive manner.
Use surveys, site visits and engagement sessions with members to gauge impact of communication received and ensure that the transfer of information is well understood.


SUPPORT AND EXECUTE BROADER MEMBER AND PENSIONER EDUCATION AND FUND PROMOTION CAMPAIGNS   


Work with the Member experience specialists to understand member and pension segments and requirements and design multi-channel, country-wide information functions which attract Pensioners, promote the EPPF and Fund benefits and answer queries appropriately.
Oversee all logistical arrangements regarding the pensioner education functions.


ANNUAL BUDGETS AND FINANCIAL MANAGEMENT 


Prepare and motivate for budget to deliver member and client engagement against plans in respective areas of responsibility to deliver to client and member needs
Manage costs against guidelines and ensure alignment of expenditure with the budget.


MEMBER FEEDBACK AND REPORTING


Weekly reporting on all engagements and member feedback
Gather feedback from members and pensioners at engagement session
Input into monthly reports


Requirements 

REQUIRED MINIMUM EDUCATION/TRAINING


Relevant Bachelor’s Degree. Registered with professional bodies - where applicable.
Certified Financial Planner qualification preferred, FAIS qualifications an advantage
Regulatory Exam 5


REQUIRED MINIMUM WORK EXPERIENCE


Strong understanding of Employee Benefits administration processes and related products
At least 3-5 years job-related experience (retirement and financial planning) with a focus on employee benefit client relationship management and benefit consulting.
Working knowledge of focused client service
Proficient in MS office (Word, Excel, PowerPoint, and Outlook)
Presentation and Facilitation skills 
Valid Driver’s licence and own car
Extensive travelling required for member engagement.