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  • Posted: Jul 27, 2021
    Deadline: Not specified
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    Since our establishment in 1918, Sanlam has been a prominent part of the South African business landscape. We have always held a long-term view of how business adapts to the demands of the environment in which it operates. Today, in a dynamic world, we see an evolving set of social, economic, political and environmental imperatives that require our skilfu...
    Read more about this company

     

    Assistant Team Leader

    What will you do?

    • Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems. Gives telephonic training on systems. Conducts trend analysis of series data to determine common occurrences and recurring issues. Determines absolute cause of problems by either recreating the issues in a test environment or reviewing system design.   Co-ordinates and ensures that adequate training is provided for users. Acts as liaison between users and information technology department on problem areas, managing client expectations. May manage the incident to completion.

    What will make you successful in this role?

    • The Assistant Team Leader supports the Service desk team leader to ensure that the team is meeting customer service level agreements and managing incident restoration. This entails monitoring and reporting, scheduling of agents, day to day management of the team when Team leader is not available and also representing the Service Desk in meetings. It is also expected that the Assistant Team Leader assist with the coaching and mentoring of the team and the coordination of training of New Agents and attend to the ongoing training of the existing team to ensure quality of Service

    Outputs/Core Tasks
    People Management

    •     Assist with the Day to day management of Service Desk Team 
    •     Assist with the development of inter and intra team processes that promote efficiency and ongoing communication
    •     Promote a culture of learning and information sharing

    Managing Service Level Agreements (SLA)

    •     Ensuring that agreed upon SLA’s are met 
    •     Identify SLA exceptions and breaches
    •     Investigate SLA exceptions breaches
    •     Report on the root causes of exceptions and breaches 
    •     Manage a variety of tasks and activities which may require adjustments to priorities in order to satisfy business needs

    Escalation Management 

    •     Act as Co- escalation point for End Users and as well as  technical escalation point for Team members
    •     Coordinate and manage internal team escalations to oversee the incident to completion

    Client Engagement 

    •     Support existing clients with service delivery 
    •     Assist with the Onboarding of New Clients and to ensure BAU Readiness which will enable Service Desk to support the New Clients

    Quality Assurance

    •     Assist with measurement of the quality of Service delivered by the Agents and identify Training needs

    Reporting

    •     Assist with Daily, Weekly and Monthly Reporting

    Qualifications
        Matric

    •     A+ or any entry level IT qualification as well as ITIL Certification will be to the advantage of the successful candidate

    Experience

    •     Understanding of ITIL working practices
    •     Computer literate
    •     Previous experience in a Call Centre and/or Service Desk Team leader role for at least 2 years 
    •     Knowledge of the Sanlam and or Santam Applications and Systems will be to the advantage of the successful candidate 
    •     Broad knowledge of IT Products, services and terminology
    •     At least 2 years’ people management experience managing a helpdesk or a call centr

    Knowledge and Skills

    • Client Delivery and incident handling
    • Reporting and Administration
    • Technologies
    • Business Requirements Definition
    • Problem Tracking Tool

    Personal Attributes

    • Action orientated - Contributing independently
    • Decision quality - Contributing independently
    • Optimises work processes - Contributing independently
    • Interpersonal savvy - Contributing independently
    • Builds effective teams - Contributing through others
    • Communicates effectively - Contributing through others

    Build a successful career with us

    • We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

    Core Competencies

    • Being resilient - Contributing independently
    • Collaborates - Contributing independently
    • Cultivates innovation - Contributing independently
    • Customer focus - Contributing independently
    • Drives results - Contributing independently

    Turnaround time

    • The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

    Our commitment to transformation

    • The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.

    Method of Application

    Interested and qualified? Go to Sanlam Group on careers.sanlamcloud.co.za to apply

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