Gugulethu Hlatshwayo
Senior Administrator
Johannesburg
Summary
I have over 10 years’ experience in the financial services and employee benefits industry. I bring a solid understanding in withdrawal, retirement, retrenchment, and death claims, pensioners, Section 37C and Section 37D. I have back office experience in processing premiums/contributions, reconciliations, commissions. I also have almost 5 years leadership experience within a small team. I recently worked the investment space just to get a holistic understanding of fund administration. I am currently studying Law part-time through UNISA.
Overview
11
11
years of professional experience
4
4
Languages
Work History
Senior Administrator
Discovery
07.2024 - Current
- Streamlined administrative processes by implementing efficient systems and procedures, resulting in increased productivity.
- Kept office operations running smoothly by providing effective leadership and administrative skills.
- Served as a key point of contact between management and employees, addressing concerns promptly and professionally to maintain a positive work environment.
- Managed a team of junior administrators, providing guidance and support to ensure high levels of performance and job satisfaction.
- Managed quality and accuracy of documents, and coordinated movements between different personnel and departments.
- Provided exceptional customer service as the first point of contact for clients, resolving issues promptly and maintaining strong relationships with key stakeholders.
- Delegated tasks, monitored compliance and implemented performance improvement plans.
- Assisted in the recruitment process by screening resumes, conducting interviews, and making hiring recommendations based on candidate qualifications.
- Collaborated with cross-functional teams to develop strategies for organizational growth, leading to increased efficiency and profitability.
- Developed comprehensive training programs for new employees, ensuring a smooth onboarding process and rapid integration into the workplace.
- Responded to, researched and resolved issues from internal staff, external departments and customers.
- Responsible for the day to day administration and managing a small team within Umbrella Fund Operations, within the Retirement Funds business unit.
- Holistically manage and control a portfolio of different Retirement Fund disciplines, for example monthly contribution, claim, investment option, individual transfer in, section 14, section 28 processes. Ensure that processes and procedures are implemented, maintained and improved.
- Ensure operational activity is conducted within regulatory frameworks, accurately, effectively and efficiently.
Senior Fund Administrator
Curo Fund Services
07.2023 - 06.2024
- The position requires the individual to be active in the compilation, review and dissemination of investment and regulatory reports via dedicated reporting systems and processes, taking responsibility in the administration of the systems and ensuring accurate and timeous delivery to clients.
- Delivered comprehensive reports such as C23, SARBs, FSB, investment breakdown, cash movement, TERs, and TCRs.
- Report review (when required)
- Communicating with clients regarding the investment reporting
- Handling of client and ad hoc queries, ensuring timely responses thereto
- Preparing and maintaining of management information (stats and adhoc reports)
- Proactive in suggesting process and system enhancements to reduce risk and increase efficiencies in the team/organisation
- Support and participation in related projects and change requests
- Ensure compliance with company policy/procedures and client service level agreements
- Liaise with service level suppliers (eg IT staff, business support and external vendors)
Senior Fund Administrator
Sanlam
11.2021 - 06.2023
- Member and pensioners death Section 37C investigations
- Liaising with brokers where necessary and advise of claims
- Preparing new pensioners and spouse pensioners capture forms for the monthly pension payments.
- Authorizing payments Funeral payments, Group Life payments and some Pension fund payments.
- Setting up internal record keeping spreadsheets for ease of reference for the team
- Training junior team members should need arise.
- Setting up beneficiary fund accounts for minor children
- Setting up monthly pension accounts for child and spousal pension following member death
- Drafting of Recognition of Transfers
- Drafting of claims reports to be presented to Claims Committee/Trustees meeting.
- Drafting monthly spreadsheets of payments processed
- Drafting benefit letters to clients
- Disinvestment of funds from markets
- Liaising with Actuaries regarding Old funds and guaranteed fund calculations
- Give leads to financial advisors should client need one.
- Compiling finance reports monthly for the Head of Operations, Finance department or Audits
- Attending to daily attendance register.
- Presenting Section 37C and Pensioners claims to the Claims Committee/Trustees of the fund.
- Working with legal department regarding some legal report queries from the trustees of the fund.
- Liaising with Absa employer regarding employee files with Human resources
- Capture the member details applicable to the exit event
- Apply for a tax directive where required in accordance with standard procedure.
- Tax calculations and applications on the benefit (EB Tax and iTax experience)
- Evaluating documentation received to prevent fraud
- Resolving and responding to member/broker complaints that have been escalated.
- Attending management committee meetings
- Leading the team in the absence of the manager.
Senior Fund Administrator
Liberty Corporate
03.2021 - 10.2021
- Billing (premium/contributions)
- Credit control
- Issuing renewal packs/ anniversary packs
- Answering to Financial advisors/brokers and fund members any fund related enquiry
- Sending out Benefit statement
- Termination schedule
- Drawing up recons
- Creditors control.
- Preparing AOD letter for legal
- Calculating commissions payable to brokers
- Perform quality assurance on claim forms and supporting documents received according to applicable workflow, rules and legislation to ensure claims are accurate and compliant
- Check accuracy of all claim documentation and member information and request additional information if required
- Verify applicability of member options to Fund Rule and Legislative requirements.
- Capture the member details applicable to the exit event
- Compare member contribution history and emoluments for the exit period to ensure accuracy of benefit
- Interview dependent's for death claims before capturing verified dependents' information for the monthly pension
- Check all member data and values are correctly updated in the member workflow, in order to calculate the member values as per the member’s option
- Apply for a tax directive where required in accordance with standard procedure.
Death Claims Administrator
Metal Industries Benefit Fund Administrators
06.2016 - 02.2021
- Training newly joined and old team members slightly under performing.
- Checking if application forms are of the required standard
- Liaising with company for investigations and documentation
- Locating all deceased’s dependents
- Salary and benefits calculations
- Investigation of the living conditions prior to the deceased’s death
- Defined contribution claims calculation
- Contributions processing on Phoenix
- Tax calculations and applications on the benefit
- IRP 5, IT3a and IT3 b tax certificates
- Drafting letters requesting outstanding documents
- Payment letters
- Deceased estates
- Dealing with trustee queries
- Evaluating documentation received to prevent fraud
- Section 14 transfers
- Deceased's estates paying
- Drafting reports to be finalized by the board of trustees
- Acquiring guardianship information for minor beneficiaries
- Paying death claims for permanent disability members
- Investigating the applicant’s dependency on the deceased
- Referring disputed beneficiaries for DNA testing
- Conducting family interviews in a case where there are disputes
Fund Administrator
Alexander Forbes
04.2014 - 05.2016
- Advising clients of the claim milestones
- Generating tax certificates for paid claims
- Tax calculation on the benefit to be paid
- Preparing documents for a file for audit purposes
- Advising of section 14 transfers in the funds
- Paying out of claims to the applicant
Education
Law -
UNISA
Matric - undefined
Riverlea Secondary School
01.2013
Skills
Decision making
Optimistic
Problem solver
Resilience
Drives results
Leading, guide and support
Accountability
Interpersonal and Communication
References
Available on request
Timeline
Senior Administrator
Discovery
07.2024 - Current
Senior Fund Administrator
Curo Fund Services
07.2023 - 06.2024
Senior Fund Administrator
Sanlam
11.2021 - 06.2023
Senior Fund Administrator
Liberty Corporate
03.2021 - 10.2021
Death Claims Administrator
Metal Industries Benefit Fund Administrators
06.2016 - 02.2021
Fund Administrator
Alexander Forbes
04.2014 - 05.2016
Matric - undefined
Riverlea Secondary School
Law -
UNISA