Government Pensions Administration Agency (GPAA) : Senior Client Liaison Officer

Government Pensions Administration Agency (GPAA)

SCLO: KZN/2020/09-1PRA
Client Relationship Management
SALARY : R470 040 per annum (Level 10) (basic salary)
CENTRE : KZN Regional Office (Pietermaritzburg)
REQUIREMENTS : A relevant three year B degree/national diploma or equivalent three year
qualification (minimum 360 credits) with 5 years’ experience in the Client
Relations Management environment of which 2 years should be in a
supervisory role. Valid driver’s license is mandatory, at least two years old (a
certified copy must be attached to the application). Proficiency in English is a
requirement and the ability to speak any of the other official languages spoken
in the province where applying. Geographical knowledge of the province for
which application is made. Excellent customer relations experience. The
applications of individuals currently residing in KZN Province may receive
preference. Knowledge of Employee Benefits. Knowledge of Client relations
management. Knowledge of GEPF services and products. Geographical
knowledge of the region. Knowledge of two indigenous language spoken in the
region. Good analytical skills. Good customer relations skills. Good problem
solving skills. Good communications skills both written and verbal. Outgoing
personality. Ability to build strong network relationships. Ability to work in a
team. Excellent presentation skills.
DUTIES : The aim of the position is to provide client outreach, education and employer
compliance within GPAA. Providing education and training; conduct training to
HR unit on correct completion of documentation to be submitted to GPAA.
Oversee and conduct workshops and roadshows to members, employers and
stakeholders to create understanding of products used and processes to be
followed. Market new services offered by GPAA by conducting training of
new/current users, including e Channel/PCM. Promote compliance with
GPAA’s processes and procedures. Conduct Induction programme to
employees and stakeholders where explanation of GPAA will be given with
related processes. Plan, develop education materials, monitor and evaluate
the programme and conduct presentations to HR unit about Retirement
member campaign. Conduct training of new/current e-Channel/PCM users in
calculating compliance on management of SLA. Compliance of employer and
stakeholders; ensuring compliance of performance from the employer
departments. Follow-up/trace missing information on outstanding documents
in order to enable finalization of the process. Ensure all institutions doing
terminations are glistered and fully utilizing e-Channel/PCM. Analyse
documents received on E-Channel/PCM to provide feedback to department on
core issues identified. Monitor documents received on E-Chanel/PCM on a
daily basis. Ensure that SLA’s are adhered to. Ensure that GPAA rules,
products and processes are understood and adhered to. Enquiry management
(General and RMC); Check member queries using technology available and
resolve on site. Provide information regarding member cases. Facilitate
meetings with relevant client departments in resolving administrative issues.
Confirm member status with employer (RMC). Update member information on
the RMC portal application. Requesting and receiving additional information
from employer with regard to GEPF and related product documentation.
Interaction with Compensation Fund regarding IOD enquiries. Collection of
GEPF and related product documentation (including medical pensions and
IOD); Pre-verification of documents received from employer, member and third
party. Checking and capturing of documents. Bar coding, linking and indexing
of documents. Scanning documents onto PEKWA. Quality assurance of each
case using control sheet. Collect supporting documents for RMC processes.
Collect original awards from employer regarding IOD. Manage and
development of staff; Manage the performance of the unit which involves
coaching, mentoring, and take corrective action (including disciplinary action)
where required, develop performance standards and evaluates team and
individuals. Monitor staff regarding human resource such as leave, recruitment
and grievances (Keeping records). Compile the work plans for the section
including the consolidation of operational plans into the directorate’s overall
work plan.
ENQUIRIES: Ms Ntsibakazi Mtshabe Tel No: (012) 399 2758
FOR ATTENTION : Ms Ntsibakazi Mtshabe – Recruitment
NOTE : A position of Senior Client Liaison Officer is currently available at GPAA: KZN
Provincial Office (based in Pietermaritzburg) and will be filled permanently

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