Client Liaison Officer

SUMMARY:
-

POSITION INFO:

PURPOSE OF THE ROLE:

• To ensure compliance in the Private Security Sector Provident Fund (PSSPF) by participating employers to the Pension Fund’s Act of 1956 with specific emphasis to Section 13A.
• To ensure compliance in the National Bargaining Council Private Security Sector (NBCPSS) by all security companies in the industry.
• Inform and ensure that transgressing employers are charged LPI and pay it over to PSSPF or NBCPSS
• To ensure employers who comply with the Act as per above are issued with Compliance Letters for PSSPF and Compliance Certificates for NBCPSS
• To perform inspections as various employers and provide reports to NBCPSS
• To deal with member complaints coming from the NBCPSS and to provide feedback on the complaints
• To keep participating employers up to date with PSSPF and NBCPSS industry information that affects both employers and their employees.
• To create and maintain relationships with all relevant stakeholders i.e. PSIRA, Unions etc.
• To manage the relationship between participating employers and the back office.
• To understand NBCPSS and PSSPF operational requirements and be able to explain to participating employers.
• Be responsible for new employer registration in their designated working regions for both the PSSPF and NBCPSS
• Ensure complete and accurate documents are sent to the back office for registration of new employers

KEY ACTIVITIES

• Investigate employer Non-Compliance with NBCPSS and PSSPF
• Ensure that compliant employers receive compliance certificates for both NBCPSS and PSSPF
• Perform employer inspections as required by the NBCPSS
• Receive and attend to stakeholder complaints and report on outcomes
• Perform PSSPF and NBCPSS awareness and member education for all stakeholders
• Refer all employers requesting AOD arrangements to the Fund and be part of any sessions and outcomes
• Ensure that all new employers are registered with the PSSPF and NBCPSS as per the PSSPF SLA and Main Collective Agreement

Reporting and Admin

• Submit weekly visits and engagements weekly
• Provide a yearly and monthly planner for review
• All travelling requests to be done in line with the year planner. Any urgent requests to be accompanied by motivation.

Innovation and Team Player

• Be a team player at all times, meaning work well with your colleagues.
• Treat each client with respect.
• Build and maintain relationships at all levels with internal departments to enhance organisational effectiveness and efficiency.

Relationship Management

• Strictly adhere to the rules and policies of the Fund, legislation, administration procedures and service level agreements.
• Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.
• Attend internal and external training required.

Time Management

• Excellent time management.
• Flexible and ability to work under pressure and multitask.

KPI 

1. 70% of employers must pay contributions on time and send schedules on time, portfolio of evidence to show effort to ensure objective is met.
2. Portfolio of evidence on non-compliant employers and those that have been passed on to the legal team and legal and compliance
3. Portfolio of evidence (inspection sheets) of all inspections carried out.
4. No outstanding documentation of more than a month for new employer registrations
5. Number of new employers registered versus total employers engaged
6. Portfolio of evidence submitted to support all work done
7. Evidence of engagements with stakeholders
8. Employer engagements per month and communication as per required deliverables to employers in your regions or portfolio.
9. Portfolio of evidence for all employer engagements
10. Evidence of sharing of Fund and NBC information as and when required
11. Updated employer addresses
12. All reports submitted on time and accurate

COMPETENCIES REQUIRED

• Matric
• Basic Excel skills
• Communication (Written and Verbal)
• English (Business writing and email etiquette)
• Stakeholder management (CRM)
• Industry knowledge and at least 2 years Industry experience
• Accuracy and attention to detail
• Judgement and Decision Making
• Working under pressure And Deadline driven
• Organizational skills / Planning and prioritizing
• Interpersonal skills
• Settings goals
• Cross team collaboration
• Innovation
• Management of time
• Customer service
• Negotiation skills

ASSESSMENT

• Industry knowledge
• Excel – intermediate
• Excellent customer service
• Time management/Planning
• Negotiation skills
• English (Reading, Speaking)
• Report writing