Business Support Consultant at Hollard Insurance

Job Purpose

• The purpose of the Business Support Consultant role is to provide operational, technical, and stakeholder support to the business unit and branch network, ensuring effective service delivery, a strong customer and broker experience, adherence to IT governance requirements, and continuous improvement of business processes across the value chain.

Key Performance Area’s

Business Support (Operational and Technical)

• Provide general business and operational support to improve customer and broker experience.
• Support branches with IT-related issues and act as a central access point for business units and branches.
• Ensure customer service standards are maintained in line with agreed service level agreements.
• Provide technical advice and operational assistance where required.
• Document, maintain, manage, and communicate policies and procedures related to the operational support value chain.

Customer and Broker Experience

• Drive action from customer and broker insights by aligning initiatives to business priorities and challenges.
• Develop, motivate, and influence recommendations to improve customer and broker experience.
• Engage with regional stakeholders to understand local needs and implement impactful customer and broker experience initiatives.
• Participate in selected projects aimed at improving customer and broker experience.

IT Governance and SLA Management

• Ensure IT governance requirements are adhered to across the branch network.
• Support the business in making informed IT-related decisions.
• Identify risks, determine mitigating strategies, and maintain appropriate risk records.

Stakeholder Management

• Act as the central point of coordination and communication between IT, Risk and Compliance, Product and Pricing, and cross-functional teams.
• Build and maintain effective working relationships with internal and external stakeholders.
• Provide feedback to Analytics and Continuous Improvement teams on opportunities identified within branches.
• Ensure compliance requirements are implemented and maintained within assigned regions.
• Communicate clearly, effectively, and professionally with all stakeholders.

Application Monitoring

• Monitor application and server performance to ensure system stability.
• Maintain and manage New Relic dashboards.
• Configure and manage application alerts to proactively identify system issues.

Required Knowledge and Experience    
Experience

• One to three years’ experience within an IT operations, or business support environment.
• Exposure to insurance operations, customer experience, and business support processes.
• MS Suite of products as an advantage

Key Measurements of Outputs

• Achievement of service level agreements and agreed turnaround times.
• Quality, accuracy, and timeliness of operational and management reporting.
• Reduction in operational backlogs and recurring IT-related issues.
• Improvement in customer and broker experience outcomes and insights.
• Compliance with governance, policy, and procedural requirements.
• Effectiveness of stakeholder engagement and issue resolution.

Behavioural Competencies                

• Stakeholder focus                                  
• Customer-centric mindset

Technical Competencies

• Knowledge of insurance terminology and products.

Educational Requirements    
Qualifications 

• Relevant qualification in Business, Project Management, or Information Technology.
• Insurance-related qualification and regulatory examinations will be advantageous

Deadline:21st May,2026