Our client, an extra-ministerial department set-up to oversee the management of pensions for “pensioners not transiting to the Defined Contributory Scheme” has recently received the mandate to carry out its functions as stipulated by the PRA 2004. The Organisation now seeks to recruit self driven, experienced and motivated individuals to fill selected positions. The client seeks to fill the following key positions:
Head, Pension Support Centre (HPSC – PFA019)
This role is primarily responsible for overseeing the operations of the Support Centre.
The Job Holder reports to the Director, Pension Service Department and oversees the Pension Support team.
Duties & Responsibilities
§ Oversee the daily operations of the Pensioner Support Centre, ensuring that objectives are achieved.
§ Oversee development and implementation of service quality management policies, practices and processes.
§ Initiate and promote continuous improvement of Support Centre procedures, processes and standards.
§ Provide first line support for all pensioner queries.
§ Ensure a proactive and focused approach, providing a responsive, sensitive and professional service experience to pensioners.
§ Monitor Support Centre personnel including effective resolution of queries while encouraging strong performance culture.
§ Provide feedback to the rest of the Department on emerging and anticipated pensioner issues.
Job Requirements
§ A Bachelor’s degree in psychology, Social Science or any related discipline.
§ Relevant professional qualification will be an added advantage
§ A minimum of 12 years work experience in which at least 2years should have been in a management position.
Key Competency Requirements
§ Ability to make business decisions to drive performance and quality
A good knowledge of the rules, regulations and laws governing pension administration in the public sector.
Pension Officers (PO POA)
This role is primarily responsible for overseeing the operations of the Support Centre.
The Job Holder reports to the Director, Pension Service Department and oversees the Pension Support team.
Duties & Responsibilities
§ Oversee the daily operations of the Pensioner Support Centre, ensuring that objectives are achieved.
§ Oversee development and implementation of service quality management policies, practices and processes.
§ Initiate and promote continuous improvement of Support Centre procedures, processes and standards.
§ Provide first line support for all pensioner queries.
§ Ensure a proactive and focused approach, providing a responsive, sensitive and professional service experience to pensioners.
§ Monitor Support Centre personnel including effective resolution of queries while encouraging strong performance culture.
§ Provide feedback to the rest of the Department on emerging and anticipated pensioner issues.
Job Requirements
§ A Bachelor’s degree in psychology, Social Science or any related discipline.
§ Relevant professional qualification will be an added advantage
§ A minimum of 12 years work experience in which at least 2years should have been in a management position.
Key Competency Requirements
§ Ability to make business decisions to drive performance and quality
A good knowledge of the rules, regulations and laws governing pension administration in the public sector.
Pension Officers (PO POA)
Reporting to the Team Lead, Pension Administration of a defined category of pensioners, this role is primarily responsible for assisting the Team Lead, Pension Administration in documenting and analyzing information of pensioners for that category of pensioners.
Duties & Responsibilities
§ Administer all joiners and leaver’s procedures.
§ Update computer records as appropriate.
§ Calculate and pay refunds of contributions where appropriate.
§ Ensure all necessary documentation is received for each case, maintaining diary cards where necessary and following up non return of forms etc.
§ Maintain appropriate records required to ensure accurate and prompt payment of benefits.
§ Supply information when required regarding pension rights and ancillary matters to Personnel Officers, employees, pensioners and/or their dependants.
Job Requirements
§ A Bachelor’s degree in Accounting, Economics, Finance or any related discipline.
§ Relevant professional qualification will be an added advantage.
§ A minimum of 4 years relevant work experience.
Key Competency Requirements
§ Good knowledge of the Federal Government’s Pension Reform Act and other pension legislations, regulations and circulars.
§ Excellent numerical aptitude evidenced by relevant academic achievements or equivalent work related experience
§ Proficiency in the use of Microsoft Office productivity tools.
Pension Support Officers
Duties & Responsibilities
* Be first point of contact for all callers to the customer service centre.
* Ensuring that high quality of service is delivered at all times.
* Have full knowledge and ability to access all requests, including translation services to help meet the individual request.
* Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.
* Complete customer satisfaction surveys and all outbound activities in line with team objectives.
Job Requirements
* A Bachelor’s degree or equivalent in Public Relations, Sociology or any other related Behavioral Science discipline.
* Professional certification in Client service or other relevant higher business degree will be an added advantage.
* A minimum of 4 years work experience.
Key Competency Requirements
Demonstrates good communication and negotiation skills with the ability to relate with diverse people and cultures.
* Demonstrates excellent interpersonal and relationship management skills.
* Demonstrates good problem analysis and solving skills.
Team Lead – Pensioner Support (PS TLPS)
Reporting to the Director, Pension Support, this role is primarily responsible for carrying out all the activities of the Support Centre aimed at resolving pensioner queries.
Duties & Responsibilities
* Provide first line support for all pensioner queries.
* Receive complaints and queries from pensioners and resolve queries promptly.
* Escalate complex pensioner issues appropriately.
* Use knowledge of the different possible scenarios to resolve issues and queries by correctly apply the rules, policies and procedures to the scenarios.
Job Requirements
* A Bachelor’s degree in psychology, Social Science or any related discipline.
* Relevant professional qualification will be an added advantage.
* A minimum of 12 years work experience in which at least 2years should have been in a management position.
Key Competency Requirements
* Ability to make business decisions to drive performance and quality.
* A good knowledge of the rules, regulations and laws governing pension administration in the public sector.
Method of Application
Qualified and Interested persons should send Applications to: hr@michaelstevens.com.ng ormsjobz@gmail.com stating how their skills, knowledge and experience make them suitable, and addressing the person specifications highlighted above. The suitability statement should not exceed a page and must appear on the first page of the CV, which must be saved in Microsoft Word and as applicant's full name. The subject of the mail should be the job position and code being applied for.
OR