Job Requirements
Relevant Degree/BTech in Finance / Business Administration / Management / Public Administration (NQF Level 7 or equivalent qualification with 5 years’ experience at senior Managerial level in financial services, preferable in Employee Benefits, Pension Fund and Retirement Benefits Administration. Proven track record as a business unit lead. Computer literacy which includes a good working knowledge of Microsoft Office products (Word, Excel and PowerPoint). Knowledge of Benefits Administration. Knowledge of Relevant Legislative Requirements and GPAA policies and procedures. Knowledge of Pension Fund Regulations and Rules. Knowledge of Industry. Knowledge of Compliance Management. Knowledge of Customer Relationship Management (Channel Management). Knowledge of Programme and Project Management. Knowledge of Relevant Systems. Service delivery innovation skills. Programme and project management skills. Strategic capability skills. Client orientation and customer focus skills. Financial Management skills. People management and empowerment skills. Knowledge management skills. Problem solving and analysis skills. Change management skills. Communication skills. Respect. Service Excellence. Integrity. Transparency. Courtesy. Emotional Intelligence. Team Player.
Duties
The incumbent will be responsible for a wide variety of tasks which includes but are not limited to the following: Ensure the implementation of the Client Service Strategy: Develop and implement and monitor achievement of an effective strategic plan. Facilitate development, implementation and maintenance of Program policies, procedures, and processes, in accordance with best practice. Negotiate and monitor error management, SLA monitoring, SLA implementation and reporting. Develop an effective medium term expenditure framework (MTEF) and medium-term strategy framework (MTSF) operating strategy for the Program. Analyse Program trends and prepare management reports. Conduct benchmarks on new developments in practices to improve the effectiveness and efficiency of the organization. Oversee the provision of best practice regarding Program functions to all stakeholders. Develop a management effectiveness and leadership strategy. Engage in strategic relationships with relevant stakeholders to serve the interest of the organisation. Assess the provision of Program support and advice to line managers to ensure that line managers are fully equipped to deal with risk related matters. Drive a culture of compliance with GPAA line managers and staff to ensure greater awareness of Program policies and procedures. Monitor compliance with relevant legislation throughout all Program functions. Analyse service delivery gaps, challenges and implement remedial action strategies. Oversee quality of service provided to internal and external customers/clients/stakeholders. Represent the Program at all relevant committees and forums. Proactively identify risks and mitigation thereof. Oversee the analysis of trends and forecasting. Undertake CRM management reporting. Ensure management of Regional Employer, Client and Stakeholder interactions: Ensure fixed and mobile points of access for employers, clients and stakeholders. Build and maintain regional stakeholder relations. Manage the actioning the necessary interventions to improve service levels and 28 payment turnaround times. Ensure the effective resolution of queries and complaints management. Ensure the process to receive documents and verify if they are correctly filled. Ensure the process of scanning and indexing all incoming documents. Ensure outreach education on benefits administered by the GPAA. Manage client contact and ensure that a good experience is created: Ensure management of inbound and outbound call centre services for the Department. Provide a single point of contact to the employer community to enable responsive, efficient and effective service delivery by EB Operations and CRM. Ensure quality assurance of calls of agent services and provide advice and measures to improve service. Manage all the resources in the Program: Ensure the development and management of staff within the Program. Implement and maintain a relevant management approach to support effective business results within the Program. Develop and sustain a culture of high performance, professionalism and integrity to support overall quality of service delivery. Ensure control of budgeting and expenditure process in-line with strategic objectives and relevant legislation. Ensure the effective utilization of all other resources (including IS, Assets, Infrastructure, etc) within the Program. Ensure projects within the Program are defined and implemented
What is the Salary
R1 494 900 – R1 787 328 per annum (Level 14), (all-inclusive package)
Location
Pretoria
How to Apply
All positions are permanent, based in Pretoria Head Office, and close on 30 January 2026 before 12:00 noon. Applications must include a signed Z83 form and comprehensive CV emailed to the respective email addresses with the reference number in the subject line.Recruit3@gpaa.gov.za
Apply Before:
30 January 2026
ReferenceNo:
CHI-DIRE/CRM/2026/01-1P
Additional Information
