Fresh Jobs at Liberty Group South Africa

Purpose

To coordinate, administrate and manage Pre-contract training, National Induction and Post Induction deliverables. This entails administering the Onboarding cycle: registering delegates for Pre-contract training, query resolution, completion audit, registering delegates for Induction, scheduling National Induction, access generation across different platforms, completion monitoring, daily reporting, session scheduling, attendance monitoring, Sales Leader communication, delegate communication, post induction supplementary processes and Individual report generation.

Minimum Experience

1 - 2 years experience in a similar environment

Qualifications and Exeprience

• 2 – 3 years in a similar environment
• Further Education and Training certificate

Key Responsibilities

• Registration of delegates for Pre-contract training and Induction
• Maintain the learning schedular
• Monitoring completion status
• Register creation
• Learning university access generation
• Advice + training site access generation and related query resolution
• Planning and scheduling of National Induction
• Coordinating classrooms, facilitators, and regions
• Resolving related system, program, and general queries
• Maintaining Induction inbox
• Communication with field, Sales Leaders, and Delegates
• Daily reporting on activity, attendance, and results
• Scheduling of sessions
• Coordinating accreditation schedule and the opening and closing of accreditation requirements
• Generation and distribution of individual performance reports
• Monitoring and conducting the supplementary accreditation process
• Completion audits and monitoring
• Completion and non-completion communication with field and delegates
• Monitoring of REM requirements
• Enrolment into NADLP (National advisor learning and development path)
• Basic facilitation on Induction subjects
• Developing knowledge to supports and conduct facilitation of Induction sessions

Competencies

• Ability to interact with customers in an effective and efficient manner.
• Readily maintains open and consistent communications with others.
• Ability to participate as a team member.
• Able to systematically identify, analyse and resolve existing and anticipated problems.
• Interact with others in an effective and efficient manner.
• Attentive in basic, routine, repetitive tasks.
• Manages time well, ensuring objectives are achieved on time and at the right level of quality.
• Ability to organize, plan and coordinate activities related to duties and responsibilities.
• The appropriate use of systems and methods to convert, store, protect, process, transmit and retrieve information.
• Facilitation skills.
• Willingness to develop knowledge and ability to apply skills to the facilitation of sessions.
• Knowledge of learning and development field.

Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.

Vaccination Policy & Hybrid Working Model 

We are evolving the way we work and will be launching a Hybrid working model, in line with this Liberty has implemented a Mandatory vaccination policy which is applicable to all employees, this is to further strengthen our commitment to the safety of all employees. Right of refusal to be vaccinated against COVID-19, either on constitutional and/or medical grounds, is taken into consideration and will be dealt with through an objection process. More information about our Hybrid working model and Mandatory vaccination policy will be discussed during the recruitment process for this position. 

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Purpose

To plan, manage and monitor the implementation of call centre activities and processes in order to deliver on approved operational plans in an effective and efficient manner.

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

Outputs

Process

• Ensure the provision of accurate and timeous reporting in respect of key performance metrics and recommendations to improve operational efficiency.
• 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.

Customer

• Manage the development of standardised client centred scripts for client service processes.
• Manage client query processes and ensure that they are tracked and can be resolved in accordance with operational goals and standards.
• Maintain a log of all customer complaints and how they have been addressed for trend and age analysis.
• Identify improvement needs relating to client service and develop procedural guides to improve effectiveness of associated services.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Ensure the provision of sound consulting services and recommendations based on customer and client needs, current information and trends.
• Manages to ensure service excellence in support of Treating the Customer Fairly (TCF) principles to build positive relationships and creates opportunities for exceptional service delivery.

Finance

• Compile a budget aligned to the operational or area specific delivery of plans; monitor and report on variances and make sure that planned objectives are reported, escalating any deviations.

Learning and Growth

• Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.
• Schedule, allocate and effectively manage human resources within own area of responsibility in line with specified and specific constraints or parameters.

Governance

• Create awareness to ensure the effective implementation of changes in policy, laws, regulations and associated industry practices.
• Implement and utilise risk, governance and compliance policies and processes effectively, to identify and manage risk exposure.

Competencies

Liberty Values

Technical Competencies

• Customer Understanding (Intermediate)
• Service Delivery (Intermediate)
• Contact Centre Professional Development (Intermediate)
• Risk Awareness (Intermediate)
• Conflict Resolution (Intermediate)
• Functional Policies and Procedures (Intermediate)
• Operations Management (Proficient)
• Budgeting and Expenditure Control (Intermediate)
• Customer Relationship Management (Intermediate)

Behavioural Competencies

• Organisation and Attention to Detail (Proficient)
• People Management and Empowerment (Intermediate)
• Interpersonal Effectiveness (Intermediate)
• Problem Solving and Analysis (Intermediate)
• Strategic Insight and Capability (Intermediate)
• Teamwork and Cooperation (Intermediate)
• Judgment and decision making (Intermediate)
• Customer service orientation (Intermediate)
• Communicating with Impact (Intermediate)
• Relationship Management and Networking (Intermediate)
• Customer Orientation (Intermediate)

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Purpose

To provide specialist advice and support in order to implement relevant components of sales regulatory monitoring and to monitor and advise on associated compliance (or non-compliance, through the execution of predefined objectives as agreed SOPs.

Minimum Qualifications and Experience

• A relevant tertiary qualification or NQF 5 Wealth Management Diploma
• RE5 (Advantageous)
• 3-5 Years' Experience in a similar environment

Key Responsibilities

• Ensuring that Sales adhere to Compliance rules and regulations, and other Operational Standards.
• Conducting supervision audits on an ongoing basis which includes in- depth analysis and feedback to all stakeholders for the Sales Division
• Responsible for implementation, maintenance and monitoring of Compliance Monitoring standards for Sales including related Liberty Systems e.g. Blueprint, SRS and Qlikview
• Assisting Regional Executives and Branch/Sales Managers with the interpretation of all applicable regulations and legislation.
• Providing ongoing feedback to Senior Management (Head of channel, Regional Executives, Branch /Sales Managers, HC Business partners) on problems, issues and provide solutions.
• Assist Business Principles in the Recruitment and Contracting process of new advisors.
• Manage and track remediation of all advice related compliance, fraud, audit findings
• Collaborate with group compliance to facilitate debarment

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Purpose

As a Specialist Service Management (Service Delivery Manager), your responsibility is to provide specialist service management advice and support related to operations administration services, in order to achieve predefined goals, through the execution of predefined objectives as per agreed SOPs.

Responsibilities

• Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
• Provide support to ensure workflow items, escalations and queries are resolved within SLA in order to promote customer satisfaction and retention.
• Create and maintain the documentation of Service Improvement procedures and other documentation as needed.

Additional Responsibilities

• Identify quality process improvement areas and advise on them accordingly.
• Develop service turnarounds and agree and align on services.
• Accountable for the execution of specialized 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.
• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.
• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Experience

• 2 - 3 years of experience in a similar environment.
• Experience /Exposure to Cloud Technologies will be advantageous.

Minimum Qualifications

• Matric.
• ITIL Certification.
• Any leadership and Customer service qualification will be advantageous.

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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

As a Specialist Project Manager you will be responsible for advising and providing support in project management. Develop, maintain and enhance operational business relationships, through the execution of predefined objectives as per agreed SOPs.

Key Responsibilities

• Actively contribute to the effective delivery of project tasks according to allocated duties and project plan and escalate identified risks.
• Provide business support through subject matter knowledge and work area experience to enhance operational service delivery and quality.
• Gather information to inform reporting on relevant metrics and trends to inform pricing and other operational decisions and/or remedial actions.
• Analyse operational records, trends and costs related to estimated and realised revenues to project future revenues and expenses.
• Coordinate project planning activities through the preparation of resource scheduling, physical planning, monitoring and control of project design.

Additional Responsibilities

• Analyse data to identify possible areas for improved operations and optimised work schedules and make practically implementable recommendations.
• Collect information for project tracking and status reporting according to defined project reporting standards.
• 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.

Minimum Experience

• 3  - 5 years  working experience in a similar environment.
• +5 years of experience in managing IT projects to successful completion.
• Experience in both Hybrid and Agile methodologies.
• Experience in Scrum Master (SAFE will be advantageous).
• Experience in Agile implementation (SAFE Framework).
• Experience within Financial Services.
• Experience in managing multiple projects.
• Working experience with Project Management tool set.
• Management of project teams including internal communications and vendor management.
• Exposure to Office 3653, Jira, and Azure DevOps will be advantageous.

Minimum Qualifications

• Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Project Management.
• Project Management certification is preferred (PgMP, or equivalent), Program Management certification is advantageous.
• Agile Practitioner certification an asset (PMI-ACP or equivalent).