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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 deliver IT systems support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
- To provide a point of contact for clients to receive support and maintenance within the organizations IT Infrastructure environment for the rest of Africa
- This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal performance.
- The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide assistance where required.
- To implement IT Infrastructure project deliverables in the rest of Africa, including and not limited to the roll out of new branch sites, decommissioning and relocation of sites
Key Responsibilities
Service Level Management
- Mean time to repair Onsite analysis, diagnosis and resolution of desktop problems for end users
- Collaborate with 3rd level support to prevent system downtime
- Assist in user / hardware movement and branch relocations
- Software / hardware / network troubleshooting
Quality Management
- Customer satisfaction
- Perform quality work on all service requests / incidents
- On/Off - site Incident response time
- On/Off - site Service requests response time
- Install, upgrade, support and troubleshoot Enterprise Applications
- Install, upgrade, support and troubleshoot Proprietary Applications
- Interact with numerous computer platforms in a multi-layered client server environment
- Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, Anti-virus software and administrative systems
- Diagnose and quickly resolve a wide range of applications and networking Problems to help minimize downtime
- Troubleshooting network connectivity in a LAN/WAN environment
Key Responsibilities continued.
- Requesting and coordinating vendor support
- When the restoration is beyond the scope of the Africa Support, the Africa support will escalate the issue / problem to proper tier support team member
- Develop trends by monitoring and analysing incoming calls, problems and support requests
- Install, upgrade, support and troubleshoot End-user Device Operating Systems and any other authorised desktop applications
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
- Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
- Customize desktop hardware to meet user specifications and site standards
- Performs work in compliance within specified warranty requirements
- Returns defective equipment / parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any device that has authorized access to the network relating to Rest of Africa
- Dealing with hardware and application support queries and issues reported to the support desk and escalation
- Provide user data and application recovery
- Email account administration where required
- User account administration where required
Minimum Experience
- 5-10 years’ experience
- Experience working in Sub-Saharan Africa
- Excellent technical knowledge of pcs and desktop hardware.
- Working technical knowledge of current protocols, operating systems and standards.
- Ability to operate tools, components and peripheral accessories
- A+ and N+ experience
- Microsoft Certifications
- Software and Hardware Troubleshooting
- Windows 7, 8,10 \Windows 2008\2012\2016\2019
- Routers, switches and firewall experience
- Microsoft Office 2010, Office 2013, Office 2016 & O365 support
- TCP/IP, SQL
- Enterprise Backup Software
- Working knowledge of SMS, AD, Exchange 2007/2010/2013/2016 and remote control tools
- Knowledge of all software applications used within the organisation
Minimum Qualification
- Matric(Grade 12)
- College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
- Industry certifications, this can include A+, N+, CCNA, MCITP/ MCSE etc
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Purpose
- To provide specialist advice and deliver and ensure statutory tax and VAT compliance for a specific company or specific tax discipline within the Group and provide tax advice where appropriate.
Minimum Qualifications
Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Finance Economics and Accounting
Additional Minimum Qualifications
- Post Graduate Qualification with specialist Tax focus
Minimum Experience
- Minimum of 5 years’ working experience within a tax related field (Essential)
- Specific experience within the financial services sector (Desirable)
Process
- Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
- Identify, diagnose and recommend improvements and provide specialist advice and support; ensuring that solutions are appropriate and effective.
- Investigate and make recommendations that could potentially lead to tax savings in compliance with relevant legislation.
- Source, collate, analyse and interpret financial data in order to assist in and support the review of the financial performance of the business.
- Keep abreast of regulation and industry developments to advise and guide on key compliance risk issues; enabling informed decision making.
- Advise on the accurate and timeous completion and submission of tax returns, related payments and monthly tax accounting entries.
- Review and compare, on a monthly basis, internal tax accounting with SARS statements of accounts to ensure they are reconciled.
- Review and identify improvements to the preparation of tax submissions and ensure compliance in the process.
- Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
- Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.
- Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.
Customer
- 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
- Adhere to financial controls, governance and compliance policies and processes throughout an area of specialisation, contributing to cost efficiency.
Learning and Growth
- Contribute positively to human capability improvement, related to knowledge optimisation and associated with area of specialisation.
Governance
- Comply to risk and governance policies, implement and provide subject matter input to the development of related processes, applicable to the area of specialisation.
Technical Competencies
- Tax Management (Proficient)
- Research and Information Gathering (Intermediate)
- Reporting and Interpretation (Intermediate)
- Financial Acumen (Intermediate)
- Customer Advice (Technical) (Intermediate)
Behavioural Competencies
- Professional/Technical learning (Intermediate)
- People Management and Empowerment (Intermediate)
- Interpersonal Effectiveness (Intermediate)
- Problem Solving and Analysis (Intermediate)
- Teamwork and Cooperation (Intermediate)
- Communicating with Impact (Intermediate)
- Relationship Management and Networking (Intermediate)
- Customer Orientation (Intermediate)
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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
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
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
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)
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About the role
- To deliver support services in order to improve the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
About the team
- The successful candidate will form part of the JHB Broker Corporate Sales & Servicing team; a team that is passionate about people development and exceptional service delivery.
Qualifications and Experience
- Matric
- 2 - 3 years' experience in a Similar environment
- Strong Employee Benefits Servicing Background.
- Certificate of Proficiency (COP)
- QF Level 5 Qualification in Retirement funding will be advantageous.
Key Responsibilities and Competencies
- To market, promote and educate intermediaries and employers on products, services and processes.
- Understanding and Knowledge of Upselling of the existing Benefits Structure Process
- Strong Fund Governance Knowledge
- Liaison between fund administrator, intermediary and client regarding all fund issues.
- Assist intermediaries in retaining/servicing existing business.
- Supporting and growing the intermediary base that writes Liberty Corporate business.
- Making appropriate recommendations on how existing funds/ schemes may be upgraded.
- Ability to present at board of trustee/management committee level.
- Presentations and communications to company employees.
- Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
- Product related computer application
- Communication Skills
- Product and or Servicing Knowledge
- Customer Service Orientation
- Organisation and Attention to Detail
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Purpose
- To process financial transactions accurately and timeously through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
- 1 - 2 years experience in a similar environment
Critical Job
Minimum Qualifications
- Finance or Accounting Qualification
Requirements
- SAP Gui Experience
- Accounts Payable Experience
Process
- Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
- Generate a variety of documents and where necessary produce reports according to set standards and prescribed guidelines.
- Process financial transaction in line with procedural guidelines.
- Reconcile accounts and checks for accuracy in line with procedural 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
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Contribute to the effective and efficient administration of operational costs within budget, identify areas of financial risk and escalate.
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
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.
Technical Competencies
- Financial Control (Basic)
- Calculations (Intermediate)
- Financial Administration (Basic)
- Financial Acumen (Basic)
Behavioural Competencies
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Problem Solving and Analysis (Basic)
- Teamwork and Cooperation (Basic)
- Communicating with Impact (Basic)
- Customer Orientation (Basic)
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Purpose
- As a Team Lead in Operational Readiness your primary responsibility is to add a layer of quality assurance to all system changes, as OR is an integral part of Always On, Always Available and Always Secure initiatives.
- Responsible for ensuring that the Managed Service Operations Centre is running to ITIL standards and delivering to the highest customer service standards at all times.
Key Responsibilities
- Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
- Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.
- Manage, build and maintain a holistic view of the systems, processes, information and IT assets as it relates to hosted systems and infrastructure.
- Actively participate in and take responsibility for the areas reporting into this position in reference to the development, implementation, and monitoring of the Operational and Strategic Plan goals and objectives.
Additional Key Responsibilities
- Understand the interdependence and integration of different systems and related processes to make informed improvement recommendations.
- Partner the IT team regularly to review and revise technical infrastructure required to support cloud tools.
- 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.
- Contribute positively to human capability improvement, related to knowledge optimisation and associated with area of specialisation.
- Comply to risk and governance policies, implement and provide subject matter input to the development of related processes, applicable to the area of specialisation.
Minimum Experience
- Minimum of 5 years' experience as a Team Leader.
- 5 years of experience performing Operational Readiness activities.
- Experience supporting and working with cross-functional teams in a dynamic environment.
- Knowledge of Infrastructure and application landscapes.
- Experience in lean Agile ways of working and Cloud - Azure and AWS Architecture Frameworks and Best Practices: Cloud Cost Optimization Fin Ops Cloud Dev Ops Technology & Tools) and Agile Delivery.
- Experience in developing measures to ensure that data and information systems comply with legislative requirements and regulations, and third party guidelines.
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Business, Commerce, and Management Studies.
- ITIL & Cobit certification as per Cloud and Infrastructure requirements.
- Cloud Fundamentals certifications.
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Purpose
- As a Specialist: Problem and Incident Management, you will be responsible for providing specialist advice & support in order to elicit, analyse, communicate & validate less complex req for problem and incident management, policies & information systems, through the execution of predefined objectives as per agreed (SOPs).
Key Responsibilities
- Be the escalation point for the Service Desk around incidents to ensure that high impact incidents are proactively managed as they occur.
- Ensuring correct execution of Incident Management Processes and ownership
- Drive, Own and Manage the Incident Management Process by facilitating the recovery of all Sev1/Sev2/3 incidents.
- Oversee Incidents and User Service Requests end-to-end
- Proactively manage incidents to satisfactory resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate.
- Providing correct communication and reporting to key stakeholders.
- Monitoring of tickets and taking the necessary actions to meet service targets.
- Need to drive satisfactory resolution with the resources from IT support groups and Business by owning the incident lifecycle to ensure that IT SLA’s to Business are met.
Additional Responsibilities
- Need to always understand the impact of incidents on SLA targets, allowing prioritization and direction to intervene when the process breaks down.
- Manage Crisis Meetings are held with the correct resources to ensure that Incidents are resolved within the agreed SLA’s.
- Make sure that high impact outages are documented in the form of an Incident Report when requested by business. Provide oversight to ensure permanent fixes are implemented, recorded, and communicated to relevant stakeholders.
- Maintain information on the resolution of major incidents and ensures this is communicated to all stakeholders.
- Monitor incident trends and anticipate potential problems for pro-active resolution.
- Assist to schedules awareness sessions to educate the Service Desk/Technical teams about the importance of incident logging and resolving incidents.
- Log a Problem Tickets for Incidents which have been temporarily resolved and require further investigation
Additional Responsibilities
- Maintain Service Level Agreements with the Service Desk to Business.
- Monitor incident trends and anticipate potential problems for pro-active resolution.
- Manage Duplicate Incidents on the Remedy tool
- Identify Improvement Objectives and Limitations
- Identify Service Improvement Opportunity
- Manage escalation for Incidents during and after business hours when required.
- Ensuring production meetings are conducted in a professional and structured manner.
- Producing and delivering timely reports with significant useful information.
Minimum Experience
- 2 - 3 years experience in a similar environment
- Experience working with the BMC/Remedy 2, PowerBI, ITIL 3/4 and Service now
Minimum Qualifications
- Matriculation Certificate
- A+/N+ Certification
- National Certificate in Information Technology - Technical Support - Level 4
- Bachelor's Degree in Computer Science, Information Technology, or other relevant fields
- IT Service Management Certification (ITIL) will be an added advantage
- Governance framework certification (Cobit) will be an advantage
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Purpose
- To deliver fund administrative services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
- 1 - 2 years experience in a similar environment
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Finance Economics and Accounting
Additional Minimum Qualifications
- Outputs
- Process
- Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
- Assist in the compilation of financial statements in line with the audit file and approved accounting framework related to identified funds.
- 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.
- Check fund calculations for accuracy in an efficient and effective manner according to set standards.
- 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.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
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
Technical Competencies
- Financial Accounting (Basic)
- Financial Acumen (Intermediate)
- Financial Administration (Intermediate)
- Reporting and Interpretation (Basic)
- Standard operating procedure compliance (Intermediate)
- Query resolution (Intermediate)
Behavioural Competencies
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Relationship Management and Networking (Basic)
- Teamwork and Cooperation (Basic)
- Problem Solving and Analysis (Basic)
- Communicating with Impact (Basic)
- Persuading and Influencing (Basic)
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Purpose
- Delivery of both the functional and technical components of SAP business planning solutions. The focus of this position will be to build out and support the use of SAP BPC for financial planning, consolidations and analysis.
Key Responsibilities
- Serves as an expert in financial planning, consolidations and analysis using SAP BPC.
- Designs, develops and supports SAP BPC.
- Monitors and manages production SAP BPC environment (including external interfaces) and proactively remediates issues.
- Thoroughly documents the SAP BPC standards and ensures all 3rd party development adheres to these standards.
- Provides expertise in the use of the SAP BPC.
Additional Key Responsibilties
- Developing clear processes and automation as part of enhancement and upgrade cycles.
- Exercises effective communications levels and fosters team building.
- Adheres to all safety procedures and good housekeeping standards.
- Write test scripts, UAT training documentation, perform unit testing.
- Works closely with the Finance team to understand and scope out future phase requirements.
- Performs other assignments as required
Minimum Experience
- 4+ years' experience developing systems financial solutions with SAP BPC.
- Must have experience with SAP BPS/BPC administration (including building budget models and maintaining calculations with the budget models).
- Experience integrating SAP BPC with reporting tools (Business Objects,
- Business Explorer, etc.) to facilitate seamless drill-through analysis.
- Proficient with reporting tools, especially the Business Objects suite: Business Explorer (BEx) and Web Intelligence (WEBi) preferred.
Additional Minimum Experience
- Strong financial acumen with the ability to solve complex problems .
- Solid understanding of a complete budget and operating cycle with consolidated financial results.
- Knowledge of financial statements and their inter-relationships
- Familiarity with SAP-ERP and Business Warehouse systems preferred.
- Financial Services or Insurance experience
Experience in the following areas would be a distinct advantage:
- SAP FI/CO
- SAP HCM
- SAP BPS
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Information Technology and Computer Sciences
- Relevant SAP Certification
Minimum Qualifications
- Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Information Technology and Computer Sciences
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Purpose
- To support the Identity, Access Management &Governance (IAM&G) project team to implement the various project phases of the Access & Governance System (AGS)
- Implement and drive business readiness activities
- Take responsibility for the on-boarding of IT and business /operational areas in cleaning up and maintaining user access data to enable the identity access management and governance processes and practices.
- Implement and drive the execution of all clean-up activities
- Nurture, collaborate & maintain open communication channels with GAM and all support teams
- Perform functional and user testing on AGS.
- Support & Administer the new system.
Key Responsibilities
- Implement and support the Request fulfilment, Access certification, Policy Violation and Role management processes.
- Implement and support the solicitation, gathering, and validation of business rules and requirements.
- Implement and support with the translation of business process rules into technical IT controls.
- Implement and support the process metrics in collaboration with Access Governance System technical owner.
- Support and drive the coordination of cross-functional teams to facilitate and drive business readiness.
- Support and drive the Manage to Green/uncorrelated account clean-ups with relevant stakeholders.
- Receive clean up reports online/via e-mail from Manage to Green process and User access reviews/clean-up.
- Execute and drive the manual remediation of access based on system and user account reviews as well as new, removed or changed roles.
Additional Key Responsibilities
- Take responsibility for the inputs into the reporting requirements in collaboration with relevant stakeholders.
- Responsible for the monitoring of periodic access reports and initiate the necessary remedial action required.
- Facilitate/drive sign off of changed and new entitlements and related monitoring policies, segregation of duties, activity or risks in all environments and as part of system changes, support the take- on of new systems on AGS and implementation of new systems.
- Execute and drive the manual remediation of access based on system and user account reviews as well as new, removed or changed roles.
- Track and report on the progress of manual system clean-up workload.
Minimum Experience
- 2 – 5 years IT experience;
- At least 3 years in information systems / security admin role;
- Exposure to IT Change and Release management will be beneficial;
- Knowledge of COBIT and/or ITIL and Access Management Standards / Frameworks will be beneficial;
- Demonstrates competence in problem solving within the context of controlling information and communications re. access control fundamentals and standards.
- Has a broad knowledge and understanding of IT concepts and architectures and of the principles and processes of implementing and delivering IT services.
Minimum Qualifications
- Preferably educated to degree level or 2 to 5 years IT experience in a variety of IT functions (See below).
- Certification in IT Administration / Information Systems Management.
- Matric, A+ and or N+
- Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.
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Purpose
- To deliver claims related administrative support services through the execution of predefined objectives as per agreed standard operating procedures (SOPs).
Minimum Experience
- 1 - 2 years experience in a similar environment
Minimum Qualifications
- Further Education and Training Certificate (FETC) [NQF Level 04] in Finance Economics and Accounting
Additional Minimum Qualifications
- Outputs
- Process
- Utilise a variety of software packages to produce correspondence and documents and maintain associated records, spreadsheets and databases.
- Process and pay all new and adjustments to area specific claims accurately and timely, ensuring claimants needs are met within authority levels.
- Reconcile specific individual claim histories, resolving queries timeously and accurately.
- 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.
- Collates, records and examines information to make claim settlement determinations and approves or denies payment in line with set standards.
- 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.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to specified standards, policies and procedures to prevent potential losses/wastage.
Learning and Growth
- Contribute positively to own area-specific knowledge improvement.
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
Technical Competencies
- Query resolution (Basic)
- Administration (Basic)
- Claims knowledge (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)
- Customer Orientation (Basic)
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About the role
An exciting opportunity for a Continuous Improvement Analyst to join the Client and Adviser Experience team to assist with continued innovation and the delivery of state-of-the-art digital solutions to its clients.
About the team
- The successful candidate will be a part of the Client and Adviser Experience team – a dynamic team that is passionate about people, service and purpose-driven solutions for their clients.
Qualifications and Experience
- Bachelor`s Degrees and / or Advanced Diplomas [NQF Level 07] in Business Management, Finance, Economics, or a Financial Industry relevant field.
- 3 - 5 years’ experience in the financial industry
- Excellent verbal and written communication skills.
- Experience in building successful relationships and working collaboratively across departmental teams.
- Experience at working in a fast paced, proactive and delivery focused environments
Key Responsibilities
- Review the effectiveness of operational and performance processes and procedures and make improvement recommendations.
- Determine operational feasibility by evaluating the analysis, problem definition, requirements, and solution development for proposed solutions.
- Oversee initiation and execution of continuous improvement efforts in coordination with all business teams.
- Implement, manage and report on business improvement objectives and communicate or escalate any shortfalls.
- Assist and support the seamless integration and implementation of effective business improvement processes, programmes and practices into daily operations.
- Provide support to ensure customer service delivery goal achievement in line with predefined standards and in support of operational objectives.
- 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-causes 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.
- Be the key liaison between the various internal stakeholders and the rest of the team.
- Gathering and collating feedback from both internal and external stakeholders, and articulating these into requirements and proposed solutions.
- Sharing and expanding the knowledge of the wider team, equipping them with the tools necessary to perform their daily tasks.
- Analysing and interpreting data to provide reporting and insights in an easily understandable manner.
Competencies
- Communicating with Impact: Communicates effectively in both the written and verbal format delivering clear, succinct messages.
- Customer Service: Commits to achieving high quality results and provides a prompt, suitable and personalised service to customer’s that meets their needs. Take personal accountability for delivery.
- Driving for Excellence: Approaches work in an orderly and systematic manner to ensure the achievement of high-quality customer service.
- Analytical Thinking: Understands a situation or problem by breaking it into smaller pieces and tracing the implications of a situation in a step-by-step way.
- Entrepreneurial and Commercial Thinking: Understands the economic environment and able to make well informed business decisions.
- People Skills: The ability to influence a wide range of diverse individuals and groups positively.
- Resilience: Responds to stressful situations in a calm and proactive manner and keeps self and team focused on balancing personal energy with business result.
- Teamwork and Cooperation: Cooperates with others to accomplish common goals.
- Persuading and Influencing: The capacity to persuade, convince and influence others for the purpose of achieving desired results.
- Leading Change: Continually seeks and encourages others to see opportunities for new and innovative approaches to solving organisational problems.
- Trust and Integrity: Shows sincerity, honesty and consistency in words and actions.
- Self-Driven: Able to operate independently when necessary, and complete goals with minimal oversite.
Method of Application
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