Business Support Specialist at Sanlam Group

Job Purpose 

• The Business Support Specialist will be responsible for providing support to all key business applications and processes throughout Glacier International. This includes the daily end user support on issues requiring specialist attention, including Client Services, Investment Admin and Regional Sales teams, as well as managing the system development life cycle for changes and updates.

Key Outcomes
The following outcomes will be expected to be achieved by the Business Support Specialist in Glacier International:

• Monitor that the immediate and medium-term business needs are being addressed by the system and operational development initiatives
• Analyse business operations with clients’ needs
• Document business cases, operational requirements and help review the specifications provided by system vendors.
• Define areas for enhancements that are aligned with system development life cycle
• Constantly reviewing and identifying workflows to drive operational efficiency
• Develop, maintain and review system documentation (Processing standards)
• Facilitate system and operational forums and workshops
• Project manage system upgrades and restructuring ito communication, training and support
• Project manage all new development within any system and the roll out of new functionality
• Provide users with information about new functionality and coordinate the implementation of such new functionality
• Provide training assistance to the learning and development consultant to ensure the consistent application of functionality
• Communicate to internal parties and system vendors on a continual basis
• Resolve escalated incidents and critical problem areas within operations
• Liaise with other teams to understand their needs and ensure they are fully informed of operational objectives, purposes, development plans in the pipeline and achievements
• Ensure systems are in optimal working order
• Keep abreast of the issue logs of all user/system issues and their resolutions
• Develop and review system change controls 
• Assist system vendors during the system development
• Manage all non-conformance with System vendors and ensure prompt resolution
• Act as a leading advisor and subject matter expert when it comes to Glacier International Operational systems and functionality thereof
• Build on processes and procedures that follow the best practice of Glacier International

Qualifications and Experience

• Relevant tertiary qualification Finance, Information Systems or equivalent 
• 2-3 years working experience in Financial Services preferably with International investment exposure
• Proficient in Microsoft Office Suite and IMS administration system
• Broad understanding of all systems, procedures and processes in Glacier International

Competencies

• Analytical thinking and problem solving
• Collaborates
• Results driven and attention to detail
• Be resilient
• Sound judgement
• Ability to plan, schedule and organize in a systematic and orderly manner 
• Strong interpersonal skills, being supportive and patient with users
• Excellent verbal and written communication skills

Attributes

• Self-motivated
• Honesty, integrity and respect
• Team player
• Ability to perform work under pressure and adapt to change
• Resilience and Tenacity
• Assertive and confident

What will make you successful in this role?

Qualification and Experience

• Degree or Diploma with 3 to 4 years related experience.

Knowledge and Skills

• Business and IT Data Analysis
• Business Requirements Definition
• Quality assurance and testing
• Impact analysis
• IT governance and compliance