Claims Team Leader to lead a team responsible for the accurate and timeous processing of retirement fund claims.

Ensure that claims are administered in accordance with the Pension Funds Act, fund rules, and internal policies, while maintaining high service standards and effective team leadership.

Key Responsibilities:

The Claims Team Leader will be responsible for overseeing the administration of claims and managing a team of Claims Administrators and Senior Claims Administrators.

Responsibilities include:

• Oversee the accurate and timeous processing and payment of retirement fund claims in accordance with fund rules and legislation.  Monitor the team’s workflow and pending claims to ensure efficient turnaround times and high service standards. 
• Verify claim calculations, documentation, and final payments before processing.
• Ensure accurate processing of claims relating to death benefits, disability benefits, retrenchments, refunds, divorce orders, maintenance orders, and withholding claims. 
• Validate changes to member banking details and approve cheque payments where required. 
• Liaise with compliance teams regarding cases involving fraud, maintenance orders, or legal matters. 
• Assist with the accurate processing of collateral payments and inter-fund transfers. 
• Ensure all daily transactions are processed accurately within the required timeframes. 
• Identify opportunities to improve operational processes and contribute to ongoing process enhancement.

Team Leadership and Management 

• Lead, guide, and support a team of Claims Administrators and Senior Claims Administrators. 
• Monitor team performance and provide coaching, mentoring, and feedback. 
• Establish performance contracts with team members and conduct performance reviews. 
• Foster a culture of integrity, accountability, and professional service delivery.

Governance, Reporting and Stakeholder Management 

• Ensure all claim documentation is accurately saved in the member administration system. 
• Ensure proper notes and records are maintained on member profiles. 
• Oversee the preparation and analysis of reports for management and Trustees. 
• Ensure the team produces accurate reports and responds effectively to queries raised by Trustees. 
• Build and maintain strong relationships with internal teams, clients, and service providers. 
• Ensure all communication with stakeholders is handled professionally and efficiently.

Minimum Requirements

• Bachelor’s degree in Accounting, Finance, or related field.
• Retirement Funds qualification such as Certificate of Proficiency (COP), RE1, RE5, or currently studying towards it
• Minimum 5 years’ experience in Retirement Fund Administration
• Minimum 5 years’ supervisory or team leadership experience
• Experience handling retirement fund claims including:
• Death benefits
• Disability benefits
• Retrenchments
• Divorce orders
• Maintenance orders
• Section 14 transfers
• Withholding claims
• Strong knowledge of the Pension Funds Act, particularly Sections 13A, 15, 37A, 37C, and 37D

Knowledge & Skills:

• Knowledge of POPIA, FICA, and FAIS
• Strong understanding of retirement fund administration processes
• Good knowledge of fund rules and claims adjudication
• Proficiency in MS Office (Word and Excel)
• Strong attention to detail and accuracy
• Strong leadership and team management skills
• Ability to work under pressure and manage deadlines
• Strong communication and interpersonal skills