Our Governance
Our governance approach
Mindful Governance: Creating and preserving value through governance
Our governance approach enables us to pursue transformative change in our governance structures, processes and actions, driving NSSF’s value-creation process in the short, medium and long term.
At the heart of our organisation lies a commitment to mindful governance, an approach that emphasises ethical decision-making, transparency, accountability, and stakeholder engagement. This commitment drives our initiatives across four critical focus areas: increasing customer service, profitability, productivity, and staff satisfaction.
Our narrative for mindful governance is woven through these concerted efforts, and by embracing ethical practices and building a collaborative culture, we not only achieve operational excellence but also create a sustainable and resilient organisation. This holistic approach ensures that we remain responsive to the needs of our customers, employees, and broader community, ultimately positioning us for long-term success.
Increasing customer service
Management’s responsibility
- Focus on areas aimed to enhance customer satisfaction and build trust and loyalty among members
How governance enables business
- Effective engagement, value creation, and responsiveness to member needs
Board’s role
- Oversee improvements on service delivery to ensure customer satisfaction levels are maintained and improved
Mindful governance
We recognise that exceptional customer service is fundamental to our success. Through thoughtful governance, we implement strategies such as enhancing our systems for efficient service delivery, transitioning claims applications to online formats, and deploying AI-driven tools for greater customer engagement.
By encouraging open communication and soliciting feedback, we ensure that our services are not only accessible but also aligned with customer needs. This approach leads to higher satisfaction levels and reinforces our dedication to building long-term relationships with our members.
Increasing profitability
Management’s responsibility
- Strategic planning, optimising operations, reducing costs, improving efficiency, driving innovation, aligning strategies with market demands, ensuring effective resource allocation, and increasing revenue growth through effective decision-making and leadership
How governance enables business
- Our strong governance framework ensures effective execution of our investment strategy and capital allocation, supported by clear KPIs
Board’s role
- The Board drives NSSF profitability by setting financial goals, optimising investments, ensuring cost efficiency, managing risks, and maximising returns
Mindful governance
Our commitment to mindful governance is equally reflected in our profitability strategies. By optimising our portfolio through diversification, maintaining strategic asset allocations, and unlocking real estate value, we effectively manage risks while maximising returns.
We embrace innovation and digital transformation, which create new revenue streams and improve operational efficiencies. Aligning our investments with ESG principles ensures that profitability is pursued responsibly, reaffirming our dedication to sustainable business practices that benefit our stakeholders and the environment.
Increasing productivity
Management’s responsibility
- Streamline operations, improve service delivery, and enhance workforce adaptability
How governance enables business
- Governance promotes compliance, effective risk management, and ethical practices, ensuring resources are allocated effectively to align organisational goals with long-term strategic objectives. Clear roles, responsibilities, and decision-making processes streamline operations and reduce inefficiencies
Board’s role
- Ensure data driven decision making, with informed and agile oversight of ICT governance
Mindful governance
Mindful governance enhances our productivity initiatives through a structured framework that empowers our workforce. From manager coaching and leadership development to promoting cross-functional collaboration, we create an environment where employees can thrive.
Investing in training and career development not only upskills our team but also nurtures a culture of innovation. By integrating agile methodologies and setting clear performance targets, we enhance operational efficiencies and cultivate a results-oriented mindset across the organisation.
Increasing staff satisfaction
Management’s responsibility
- Fostering a positive work environment, ensuring fair compensation, inclusivity, professional growth, recognition to boost engagement and loyalty
How governance enables business
- Staff policies and practices creates a supportive and empowering work environment
Board’s role
- Oversee the Fund's administration and management by establishing policies and recommending an effective organisational structure to ensure skilled and motivated staff
Mindful governance
Central to our governance approach is a focus on staff satisfaction. We prioritise employee well-being through comprehensive mental health and wellness programmes, inclusivity initiatives, and robust recognition systems.
By ensuring that employees have a voice through reconstituted staff committees and transparent communication channels, we promote a culture of trust and engagement. Our efforts in succession planning and career growth opportunities signal our commitment to nurturing talent and preparing for future leadership needs.
Read more about our
performance against our FY25 strategic objectives