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Team Leadership & Supervision

• Manage and support Front Office Administrators and Custodians.
• Assign work, monitor productivity, and ensure SLA compliance.
• Conduct performance reviews, coaching, and feedback sessions.
• Identify training needs and coordinate development initiatives.
• Manage leave schedules and maintain adequate team coverage.
• Foster a member-focused, high-performance culture.

Quality Assurance & Claims Oversight

• Review new claims for completeness and compliance (forms, IDs, bank statements, tax numbers).
• Ensure claims are accurately uploaded and indexed in Everest/Benefit Counsellor.
• Perform regular quality checks and resolve discrepancies.
• Investigate and address quality assurance failures.
• Ensure timely escalation of issues.

Member & Stakeholder Management

• Handle complex or escalated member queries and complaints.
• Liaise with internal teams (Claims, Contributions, Finance) and external providers.
• Monitor and escalate unpaid claims as needed.
• Provide guidance on benefit enquiries and fund rules.

Operational & SLA Management

• Track turnaround times for all claim types (Withdrawal, Two-Pot, Funeral, Disability, Death, Retirement, Trust Fund).
• Monitor unattended claims and ensure escalations are documented.
• Ensure accurate capture of daily member interactions and reports.
• Identify process bottlenecks and recommend improvements.

Reporting & Administration

• Review and consolidate daily/weekly reports.