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At Liberty we believe that when knowledge rolls up its sleeves, people’s realities change. And that’s what we do; we change realities every day. Since 1957 we’ve grown from being a South African life insurer to a Pan-African financial services company, offering asset management, investment, insurance and health products. Our thirst for know...
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Purpose
To provide specialist advice and support in order to ensure customer satisfaction and enhance the customer experience, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
2 - 3 years experience in a similar environment
Minimum Qualifications
Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Office Administration
Additional Minimum Qualifications
Outputs
Process
- Update database/s with findings and other relevant information to enhance identification of trends and analysis.
- Apply relevant research methodologies, tools and techniques to effectively and purposefully gather information.
- Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
- Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
- Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
- Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
- Plan for own task execution and advises on improvements related to area of specialisation.
Customer
- Provide sound consulting services and recommendations based on customer needs, current information and trends.
- Provide support to ensure the effective resolution of customer queries in order to promote customer satisfaction and retention.
- Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.
Finance
Learning and Growth
Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Customer Understanding (Intermediate)
- Query resolution (Intermediate)
- Building Customer Loyalty (Intermediate)
- Research and Information Gathering (Basic)
- Reporting and Interpretation (Basic)
- Customer Advice (Technical) (Basic)
- Customer Relationship Management (Basic)
Behavioural Competencies
- Professional/Technical learning (Basic)
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Customer service orientation (Basic)
- Communicating with Impact (Basic)
- Relationship Management and Networking (Intermediate)
- Customer Orientation (Basic)
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Purpose
To advise on and implement experience monitoring tools based on stakeholder insights to make it easy and convenient for customers to do business with Liberty.
Minimum Experience
3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level
Minimum Qualifications
Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management
Key Responsibilities
- Use the insights gained through business information reports to measure success and realign tactical strategy implementation objectives appropriately.
- Develop own knowledge and experience to assist in the development of work solutions and offerings that aims to improve service and quality.
- Advise on and contribute to development and implementation of improvements to process and service delivery for continued improvement.
- Develop and report on appropriate customer and adviser experience monitoring metrics.
- Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
- Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
- Plan for own task execution and advises on improvements related to area of specialisation.
Required technical competencies
- Customer Understanding (Proficient)
- Research and Information Gathering (Basic)
- Reporting and Interpretation (Basic)
- Digital product ownership (Intermediate)
- Customer Advice (Technical) (Basic)
- Product Development (Intermediate)
- Insurance products and services (Intermediate)
- Customer Relationship Management (Basic)
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Purpose
To run with the day-to-day Fund accounting or portfolio administration of Unit Trust Funds, which includes money market, asset portfolios, Funds of Funds and ETF’s.
Job Objectives
- To eliminate incorrect NAV calculation by ensuring all daily transactions are accurately processed in the Investment Administration system and the pricing system.
- To eliminate incorrect NAV calculation by performing key daily reconciliations for the portfolio.
- To deliver accurate daily Fund packs to pricing managers with all processing and daily reconciliations.
- To detect high level Fund errors by preparing monthly audit packs with schedules and reconciliations for review to accounting managers for submission to auditors.
- To assist in the accurate monthly, quarterly & annual regulatory reporting required.
- To Assist the Pricing Managers in supervision and training of Fund Accountants allocated tasks.
Minimum Experience
- 2 - 3 years experience in a similar environment
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07]
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 08] in Finance Economics and Accounting
Job Related Knowledge
- Experienced user of HiPort & pControl (a plus)
- Understanding of Unit Trust pricing, Fund products and Fund structures.
- Understanding of the investment management process.
- Understanding of financial instruments
- Knowledge of back office administration processes
- Knowledge of Quarterly regulatory reporting (SARBs)
Customer
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.
Learning and Growth
- Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
- Contribute positively to own area-specific knowledge improvement associated with area of specialisation.
Governance
- Ensure that established accounting standards, procedures and processes are adhered to, in compliance with legislative regulations.
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Technical Competencies
- Research and Information Gathering (Basic)
- Financial Accounting (Intermediate)
- Financial Systems Administration (Proficient)
- Financial Administration (Basic)
- Reporting and Interpretation (Basic)
- Customer Advice (Technical) (Basic)
Behavioural Competencies
- Professional/Technical learning (Basic)
- Organisation and Attention to Detail (Intermediate)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Communicating with Impact (Basic)
- Relationship Management and Networking (Intermediate)
- Customer Orientation (Basic)
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Purpose
Manages delivery of key strategic initiatives by engaging with specialist teams and working with individual specialists to maximise productive resource utilisation whilst ensuring individual job challenge and personal growth of team members.
Key Responsibilities
- Technical guidance to team and IT partners.
- Assist and guide architectural roadmap for teams.
- Collaborate with business and IT partners.
- Provide technical and line manager support for developers in the team including performance management.
- Play a key role in helping #OneIT achieve Liberty’s North Star digital ambitions.
- Assist the Developer Chapter in driving and implementing key initiatives.
Minimum Experience
- 5-10 years IT Application Development Experience with strong leadership experience
- Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policy, procedures and standards.
- Proactively identify operational problems, determine cause and effect, select and implement the best solution to solve problems based on previous experience and understanding of the context.
- Plan for and organise multiple work activities for team execution by assigning priorities against the set framework in light of the specific situational context.
- Maintains a professional and mature approach to solving managerial and complex personal and interpersonal issues.
Additional Minimum Experience
- Answers difficult or challenging questions about a particular project or a technical direction by providing or finding answers to technically ambiguous or challenging issues.
- Manages ambiguity and makes tough choices by keeping in mind the big picture whilst simultaneously understanding the high-level engineering details.
- Provides the team with a sounding board to help resolve difficult engineering problems. and makes insightful and relevant suggestions on how to solve engineering challenges.
- Reviews the decisions the team makes to ensure consistency and alignment with the vision and strategic direction. Adjusts decisions by using team members suggestions and validates best solutions.
- Exemplifies technical excellence and productivity for the rest of the team. Team members look to emulate technical manager as mentor for technical excellence, guidance judgement, counsel and maturity in solving business software engineering projects.
Minimum Qualification
- Bachelors Degree (preferably Computer Science)
- Skilled in Agile(SaFE) methodology a bonus
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Purpose
To implement a comprehensive Information Technology security program with the Information Technology lines of business to protect their applications and supporting infrastructure from both internal and external threats, manage threats and incidents when these materialise, ensure compliance with regulatory requirements regarding Information Technology security, ensure the appropriate use of assets and educate employees about their Information Technology security responsibilities.
Key Responsibilities
- Develop and maintain relationships with key stakeholders to further embed the partnership that exists between IT Security, IT and the business.
- Research and maintain knowledge of the IT threat landscape, security trends, regulatory requirements, new technologies and best practices in order to provide sensible and pragmatic security advice to stakeholders.
- Develop a security assessment schedule across the respective lines of business / business units. Conduct reviews of applications, systems, underlying infrastructure and related processes as per the schedule.
- Establish, maintain and improve logical access management practices for all users (Generic, User, Service and Privileged) by the application of appropriate manual and/or automated processes – in order to provide assurance that the right people have the right level of access to Liberty’s information.
- Implement and validate all aspects of the access management lifecycle, as prescribed by the appropriate policies and standards.
Additional Key Responsibilities
- Develop an awareness and training plan for the line of business that is fit for purpose, aligned with strategy and considers a range of risk data points e.g. audit findings, risk and control self-assessments, IT Security risk assessments, emerging threats and risks, and incidents.
- Create awareness to the IT Executives and broader IT community on the back of new threat and risk intelligence. Proactively create awareness on recurring risk themes.
- Participate in the development of new and the annual review of existing IT Security Policies, Standards and Guidelines by providing input to enhance the quality and completeness of these documents.
- Communicate the requirements for compliance to the IT Security Policies, Standards and Guidelines to the relevant parties within IT.
Minimum Qualifications
- ISACA CISM (Certified Information Security Manager)
- Degree in Management practices.
- Compulsory - CISSP (Certified Information Systems Security Professional).
- Mandatory - ISACA CISM (Certified Information Security Manager).
Minimum Experience
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Purpose
To provide specialist advise and support in the preparation of financial statements which are accurate and complete and in line with relevant legislative requirements, through the execution of predefined objectives as per agreed SOPs.
Minimum Experience
2 - 3 years experience in a similar environment
Minimum Qualifications
Additional Minimum Qualifications
Outputs
Process
Customer
Finance
Learning and Growth
- Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
- Contribute positively to own area-specific knowledge improvement associated with area of specialisation.
Governance
- Ensure that established accounting standards, procedures and processes are adhered to, in compliance with legislative regulations.
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Research and Information Gathering (Basic)
- Financial Accounting (Intermediate)
- Financial Systems Administration (Proficient)
- Financial Administration (Basic)
- Reporting and Interpretation (Basic)
- Customer Advice (Technical) (Basic)
Behavioural Competencies
- Professional/Technical learning (Basic)
- Organisation and Attention to Detail (Intermediate)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Communicating with Impact (Basic)
- Relationship Management and Networking (Intermediate)
- Customer Orientation (Basic)
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Purpose
To provide advice and support in the development and implementation of customer touchpoint management planning and associated service delivery processes, methods and techniques; enabling customer satisfaction, experience.
Minimum Experience
3 - 5 years experience in a similar environment, of which 1 - 2 years at junior management level
Minimum Qualifications
Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management
Additional Minimum Qualifications
- Any CX Certification or Accreditation
- Analytical Qualification (Advantageous)
Process
- Advise on and contribute to the development of procedures and processes within area of specialisation for continued quality and service improvement.
- Develop own knowledge and experience to assist in the development of work solutions and offerings that aims to improve service and quality.
- Coordinate research and information gathering activities and collate and analyse information to serve as input to managerial reporting or decision making.
- Provide advice and support to find solutions to difficult customer complaints in order to achieve and maintain set customer service excellence standards.
- Build a strong appreciation of customer needs, ensure understanding and make recommendations to improve customer interaction and overall satisfaction.
- Proactively identify challenges that hinder effective customer management and provide well thought out and researched solutions.
- Manage customers effectively according to strattegic goals and objectives.
- Work with various specialists across Liberty to understand customers requirements, journeys and touchpoints with Liberty.
- Monitor and assess the adherence to customer and FA experience standards, frameworks and applications are applied in areas or processes where customer interaction is required.
- Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
- Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.
- Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.
Customer
- Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
- Advise on and provide support to ensure the effective resolution of customer queries in order to ensure customer satisfaction and retention.
- Provide specialist expertise and advice to internal/external customers, that builds strong relationships and creates a favourable impression aligned to Treating the Customer Fairly (TCF) principles.
Finance
Learning and Growth
Governance
Competencies
- Demonstrated Evidence of Business Process Mapping.
- Demonstrated understanding of Impact of Touchpoint/Channels on overall Customer Experience.
- Demonstrated Experience of measuring Customer Experience by various touchpoints.
Liberty Values
Technical Competencies
- Customer Understanding (Intermediate)
- Service Delivery (Intermediate)
- Query resolution (Intermediate)
- Customer Liaison (Intermediate)
- Research and Information Gathering (Intermediate)
- Customer Advice (Technical) (Intermediate)
- Customer Relationship Management (Intermediate)
Behavioural Competencies
- Professional/Technical learning (Intermediate)
- Problem Solving and Analysis (Intermediate)
- Relationship Management and Networking (Intermediate)
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Purpose
To provide callers with a first time resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives as per agreed SOPs.
Minimum Experience
- 1 - 2 years experience in a similar environment
Minimum Qualifications
- Further Education and Training Certificate (FETC) [NQF Level 04] in Consumer Services
Additional Minimum Qualifications
Outputs
Process
Customer
- Liaise and interact with customers via approved communication channels in a positive and helpful manner.
- Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
Learning and Growth
Governance
Competencies
Liberty Values
Technical Competencies
- Product and/or Service Knowledge (Basic)
- Call reporting (Basic)
- Handling Difficult Calls (Intermediate)
- Inbound Phone Statistics (Basic)
- Query resolution (Intermediate)
- Customer Relationship Management (Basic)
Behavioural Competencies
- Customer Orientation (Basic)
- Customer service orientation (Basic)
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Teamwork and Cooperation (Basic)
- Problem Solving and Analysis (Basic)
- Communicating with Impact (Basic)
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Purpose
The purpose of the role is to work collaboratively within your team and across other teams in the business to deliver exceptional customer experiences. The focus would be to support the GIP applications with supports from other teams, and in line with best ITIL and ITSM practices, and to ensure systems are Always on, Always Secure
Key Responsibilities
- To work with the proposition, operations, change and development teams to assist in solving business and system issues and designing business solutions to deliver superior customer experiences and a low ‘cost to serve’ operation.
- Provide proactive, on-going support to cross functional teams and team members to support a mature working environment, including assisting with production support and migration related tasks and issues when required.
- Build relationships and collaborate with key stakeholders to build trust that will help to ensure deliverables stay on track, especially linking Operations and IT teams together.
- Contribute to the evaluation and improvement of the strategic and operational elements of the IT Support Process
- Working within the ITIL ITSM framework, including the logging and response to incidents, problems, and changes.
- Incident investigation, troubleshooting and resolution.
- Liaising with Infrastructure and Application partners to log, manage and resolve queries.
- Work closely with the Infrastructure teams to continuously improve the stability in this environment
- Protect and ensure the stability of the operational systems as well as maintain the integrity of the data they contain.
- Proactively suggest ways of improving system stability, availability, performance, and reliability.
- Out of hours availability to manage high priority incidents, issues, and support on Infrastructure and Application maintenance and patching
- Monitoring of web usage and outages using monitoring tools and infrastructure dashboards
- Work with IT team to ensure frontend system security is always maintained
Experience
Minimum Qualifications
- Relevant Commerce degree in IT, Finance, Economics, Statistics, Investment Management or Business Management.
- Excellent verbal and written communication skills.
- Higher grade maths (or equivalent) passed with a B average.
- Multilingual (Advantageous).
- Minimum 5 years’ experience in a digital business, working on front end systems
- ITIL/COBIT qualification
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Purpose
This role is accountable for ensuring client value by leveraging our research support portfolio to maintain renewal revenue and maximize customer retention across all of our clients.
Minimum Experience
- 2 - 3 years experience in a similar environment
Minimum Qualifications
Higher Certificates and Advanced National (Vocational) Certificates [Level TBA: Pre-2009 was L4] in Office Administration
Additional Minimum Qualifications
Outputs
Process
- Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
- Provide advice and support to find solutions to difficult customer complaints in order to achieve and maintain set customer service excellence standards.
- Contribute to the provision of a comprehensive administrative service through the correct interpretation and application of procedures.
- Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
- Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
- Proactively identify problems, apply known solutions and escalate more difficult problems.
- Plan for task execution and adjust priorities against an established plan.
Customer
- Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
- Deliver on service level agreements made with internal and external stakeholders that meet or exceed client expectations.
- Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
- Build and maintain contact with customers to promote organisational products and services.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
Learning and Growth
Governance
- Ensures appropriate error handling and data cleanup' process. Maintains and manages data quality processes in business unit. Enforces coding standards and centralises data to reduce duplication.
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.
Competencies
Liberty Values
Technical Competencies
- Customer Understanding (Basic)
- Service Delivery (Basic)
- Query resolution (Basic)
- Customer Liaison (Basic)
- Customer Advice (Technical) (Basic)
- Business Administration Skills (Basic)
- Customer Relationship Management (Basic)
Behavioural Competencies
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Customer service orientation (Basic)
- Communicating with Impact (Basic)
Method of Application
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