Head, Retirement Fund Admininstration & Servicing

Job Description

Manage end-to-end retirement fund administration and servicing, ensuring accurate contributions, risk premium allocation, member data integrity, and adviser fee payments. Leads differentiated service for intermediaries, drives digital transformation, and ensures compliance, safeguarding governance, client outcomes, and the organisation's license to operate.

Own end-to-end retirement fund administration and servicing by ensuring seamless, compliant delivery across participating employers, stand-alone funds, and intermediaries (Financial Advisors and Employee Benefits consultants).
Define and deliver a differentiated service strategy and proposition that enhances client, employer, and intermediary experience and satisfaction
Oversee and ensure effective onboarding of new clients by maintaining operational readiness, embedding controls, and driving adoption of digital tools.
Maintain and enforce high standards of data integrity and administration processes for members, employers, and FAs within legislative, contractual, and SLA requirements.
Ensure and control the accurate and timely receipt, allocation, and investment of contributions into approved portfolios in line with mandates.
Manage and lead teams responsible for accurate fee calculations and collection, commission, and adviser remuneration payments, including reconciliations and effective dispute resolution.
Deliver and interpret reporting, insights, and governance support to employers and intermediaries through MI, dashboards, trend analysis, and exception reporting.
Lead and resolve proactive issue management and complaint handling, including escalations, root cause analysis, and implementation of sustainable fixes.
Drive and implement digital transformation initiatives and ensure Operation excellence across administration and servicing processes, including automation, AI adoption, workflow optimization, and self-service enablement with strong adoption.
Lead and embed quality management practices by implementing QA frameworks, reducing errors, eliminating rework, and increasing straight-through processing rates.
Collaborate and align with Distribution, Product, Actuarial, Risk, Compliance, IT, and Finance to deliver integrated, end-to-end client outcomes.
Ensure and uphold full regulatory compliance with the Pension Funds Act, FAIS, Long-term Insurance Act, POPIA, AML/FIC requirements, and internal governance policies.

Qualifications

Post Graduate Degree - Business Commerce, Finance and Accounting

Additional Information

8-10 years in Retirement fund administration

8-10 years - Managerial experience