Old Mutual was established in Cape Town in 1845 as South Africa's first mutual life assurance society. Our purpose is to help our customers thrive by enabling them to achieve their lifetime financial goals, while investing their funds in ways that will create a positive future for them, their families, their communities and broader society.
As a Business Improvement Analyst, your primary role is to Investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost, and increase efficiency to address business requirements needed to optimise the business.
KEY RESULT AREAS
Communication and coordination with stakeholders; this includes internal and external stakeholders.
Report on all incidents and investigate route causes and trends
Supports the identification of improvement opportunities by providing relevant data and data analysis.
Responsible for documenting process changes/new process design and measuring process compliance within the business.
Investigates and performs business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions.
Lead Change Management activities between OM Bank and the Contact Centre
Manage day to day JIRA activities reporting
Escalate JIRA tickets from Contact Centre to OM Bank and ensure completion
Manage backlog of new requirements from the Contact Centre onto JIRA
ROLE REQUIREMENTS
Bachelors Degree (preferable) - IT and Operations specialisation
5+ years of experience in Operational role
Strong understanding of Contact Centre Operations (including 1st and 2nd line support)
Strong understanding of Contact Centre technologies including CRM, Telephony and Chat
Ideal exposure to Salesforce and Amazon Connect but not critical
Strong understanding of incident management tools (e.g. Service Now, JIRA, ZenDesk)
Strong understanding of Contact Centre case management
Proven track record of meeting SLAs
Proven track record of implementing automation tools providing proactive alert management, reporting and insights.
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