Job Opportunities at Discovery Limited

Job Purpose

The Technical Support Specialist (Server Operating Systems) provides internal specialist Windows operating system support for the Bank’s servers. This includes all aspects of server operating system management including server networking, storage, workload management, software management, configuration, monitoring and related functions. This role includes integrating with the support for the application server systems and database management systems.

The Technical Support Specialist (Server Operating Systems) forms part of a team that provides 24/7 support for all server with a focus on high availability and rapid resolution of incidents. Interfaces with various IT stakeholders (infrastructure support, production operations, business systems, IT security etc.) in ensuring comprehensive operational support for the scope of all server-based systems. Builds and maintains a knowledge base of technical support information for the support and maintenance of the environment.

Areas of responsibility may include but not limited to

Operational Support

• Be part of a team providing 24/7 support server operating system support. that are used in the execution of the Discovery Bank’s mandate and business.
• Monitor the operating systems’ availability and uptime and report any downtime and feedback to the relevant role players.
• Monitor capacity usage of operating system and related components in scope and provide input to ongoing capacity plans.
• Ensure that operating system software is maintained according to OEM specifications. Ensure that upgrades and patches to operating system components together with the underlying infrastructure are tested and performed in a structured manner in line with the Bank’s change and release processes.
• Interface with IT stakeholders and ensure that the underlying environment is maintained according to the operating system specifications and requirements through-out their lifecycle.
• Create and maintain documentation related to in scope applications and their supporting systems e.g. installation procedures, operational support documents etc.
• Support and manage any 3rd party interfaces and services
• Perform root cause analysis, performance tuning and optimisation and other service improvement activities to ensure that the applications operate optimally.
• Log, respond and action incidents in accordance with incident and problem management procedures. Communicate critical alerts, statuses and issues to management and perform actions to resolve.

Programme and Project Support.

• Provide support to the Programme Office in the build and implementation lifecycle of new services and changes to related services including support for non-production environments

Compliance, Governance, Risk and Control Processes

• Liaise with Change and Release Management in the planning of changes and releases of services in scope.
• Partake and assist in the build and maintenance of the CMDB and ensure that the logical view of services is maintained.
• Participate in the design, planning and testing activities for the resilience and recovery of in scope applications and systems in support of business continuity and disaster recovery functions.

Other

• Provide input to periodic operational reports according agreed intervals (daily, weekly and monthly reports).
• Identify, document and publish knowledge for internal and customer consumption. Participate in the technical knowledge review processes and in ensuring the quality of published content.
• Work with internal colleagues to ensure they have the appropriate information and knowledge at hand to be successful in what they do.
• Proactively identify interconnected problems, develop and model alternative solutions as well as contingency plans to resolve value chain conflicts.
• Establish and maintain effective business relationships with customers and IT stakeholders to ensure compliance and establishing a healthy feedback channel.
• Continuously identify improvement areas that will enhance efficiency.
• Ensure that tickets in the ITSM tool are attended to all times and reflect the correct status.

Education And Experience

• Relevant Tertiary qualification.
• At least 6 years’ experience in Windows server operating system support or related experience.
• ITIL Foundation certification is an added advantage.
• Experience in application or technical support in a corporate environment.
• Previous experience in the banking or financial services industry will be advantageous.

Technical Skills Or Knowledge

• Technical support strategies and approaches.
• Technical documentation creation and maintenance.
• Server operating system and hypervisor technologies (Windows, VMWare).
• Network technologies.
• Storage technologies.
• Database Management systems.
• Incident Management and Problem Management procedures

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Key Purpose

The New Accounts Banker provides service and support that is personalised, efficient and prompt to clients, predominantly related but not limited to AO, FICA, card delivery and debit order switching from various channels (e.g. providers, clients, brokers, etc.). The emphasis is a dazzling and superb on-boarding client experience.

Areas of responsibility may include but not limited to

• Pro-actively actions and takes ownership to resolve queries and provides feedback/updates to the various stakeholders or channels within agreed SLAs
• Supports an exceptional client on-boarding experience - personalized, warm and effective through our multiple channels e.g. Tier 2 in-bound calls, emails, SP Cases and in future possibly the web, chat, video, etc.
• Facilitates the handing out of bank cards to our clients at the 1DP Bank Client Centre
• When required, builds rapport, a trusted relationship with partners and internal stakeholders and maintain these relationships
• Supports the new business FICA application process, especially KYC fulfilment, AML information as well as the ReKYC process however not limited to
• Understands and supports Know Your Customer (KYC), AML and other FICA related principles and keeps abreast with legislative and industry changes (FIC Act, FAIS, POPI, etc.)
• Assists in digital adoption for new and migrated clients, where possible, through having a thorough knowledge of the entire bank, its products and digital capabilities
• Achieves specified production targets, turn-around-times, client survey scores and quality measures

Personal Attributes And Skills

Values Driven:

• Committed to integrity and ethics in business
• Behaves consistently with Discovery Values

Optimistic:

• Motivated by a positive future
• Energised by challenges

Learns on the Fly:

• Embraces the unfamiliar
• Experiments to find solutions

Resilient:

• Recovers quickly from setbacks
• Grows from negative experiences

Instils trust:

• Follows through on commitments

People Savvy:

• High EQ with low ego

Drives Results:

• Energises self and others to achieve
• Consistently exceeds goals

Problem Solver:

• Looks beyond the obvious
• Finds sustainable solutions

Technical Skills

• Business communication skills (verbal and report writing)
• Passionate and obsessed with delivering a superb client experience, through any of our channels, leaving our clients feel that they are best clients in the world
• Strong communication skills (clear, on-time, concise) to our clients and internally to required stakeholders
• Treat all stakeholders with respect, believe in teamwork and be open and receptive to the opinions of others
• Verbal and written communication skills (proficient in English)
• Ability to handle multiple tasks simultaneously - strong administration skills
• Ability to work under pressure
• Flexible.
• Deadline conscious
• Follow instructions and standards to reach objectives
• POPI requirements
• FICA requirements (Know Your Customer)
• FAIS for Banking

Education And Experience

Essential qualification - at least one of the following:

• Matric/Grade 12 and computer literacy
• Excel
• Relevant tertiary qualification
• At least 2 years client services experience, both in-bound call centre and face to face as well as written correspondence within the financial services and/or banking environment (required)
• At least 2 years in a new business or client acquisition role in financial services
• At least 2 years relationship management experience

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Key Purpose

To manage the relationship between BP and TWT to Discovery.

Areas of responsibility may include but not limited to

• New Partnerships: investigate potential service providers for the particular requirement. Including partner analysis, ensuring brand alignment. Arrange meeting and support the business discussions and operationalization.
• Due diligence before onboarding a partner
• Commercial negotiations of new and existing partnerships.
• Escalated query handling relating to Strategic Partners and provide report-back to relevant stakeholders
• Arrange and facilitate Partner Contracts and engage relevant stakeholders regarding a partnership, including commercials, contract terms, branding and advertising
• Reporting; monthly reporting to EXCO regarding partner’s performance and status
• Coordinate BCP / DR on behalf of Insure and facilitate the DR process in case of emergency
• Represent Insure from a TCF perspective including monitoring governance culture, product development, external communication, advice provided by all stakeholders. Also required to identify and report on barriers in line with TCF
• Represent Insure at Quality Forum where quality breaches and improvements are discussed for entire business.

Personal Attributes And Skills

• Relationship management (Advanced)
• Negotiation skills (Basic)
• Insure Product (Intermediate)
• Insure and Discovery Systems (Intermediate)
• Short-term Insurance industry (Basic)
• TCF Regulations (Intermediate)

Education And Experience

Education

• Matric (Essential)
• Tertiary qualification in business management (Advantageous)

Minimum Experience

• Minimum of 2 years in Discovery
• At least 3-5 years Relationship Manager Experience

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Key Purpose

We are looking for a Service Consultant who is client centric with a passion for customer service and who embrace our core purpose and values through every interaction. The role entails engaging and dealing with clients, brokers and financial advisers to provide a world class client experience, focused on client satisfaction and client retention.

Areas of responsibility may include but not limited to

• Dealing with multiple telephonic queries from Investors brokers and franchises
• Dealing with queries through to resolution
• Dealing with queries focussing on client satisfaction and client retention outcomes
• Accurate logging of all interactions
• Achievement of product and soft skills knowledge targets
• Adhere to risk and compliance requirements
• Updating callers on the progress of their requests
• Ensuring that callers receive service in line with Discovery Standards
• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
• Accurate record keeping and quality feedback to direct line manager
• Routing queries to the correct departments or teams for adequate resolution
• Utilising all the Discovery systems required for all calls, queries and correspondence

Personal Attributes And Skills

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver

Additional Attributes

• Ability to handle pressure and tight deadlines
• Good communication skills
• The ability to work positively with people in a team environment
• The ability to display respect for the views and contributions of others
• The ability to deliver results and exceed customer expectations
• Adaptive to change
• Gathers comprehensive information to support decision making
• Be able to prioritise work, under pressure and manage deadlines
• Service orientated and client centric
• Results driven

Education And Experience

Education

• Matric
• Related BComm Degree/ National Diploma is advantageous

Experience

• A minimum of 2 years call centre experience within an ‘Inbound’ environment
• A minimum of 1 years’ experience within the Financial Services industry or Investment Platform environment
• Specific working experience within a Linked Investment Service Provider (LISP) would be advantageous
• Computer literacy: Proficient in MS Office (essential)
• Basic mathematical skills
• Broker knowledge and understanding and exposure to dealing with Brokers is advantageous