Digital Support Consultant at Santam Insurance

What will you do?
This exciting opportunity is available within the Digital Support Hub at the Contact Centre in Auckland Park.

The purpose of this position is to provide digital support to the PLCC and Intermediary environments. The role also requires the testing, coaching and optimising of new or existing systems and processes within the PLCC.

PRINCIPLE ACCOUNTABILITIES:
User Acceptance Testing

•     Plan testing and testing scenarios.
•     Test results analysis, interpretation and feedback
•     Test that the system responds as per business requirements. 
•     Report and Log all issues traced while testing 
•     Pre and Post testing of any changes or further builds/enhancements on the system.
•     Check that usability of the system fits requirements.
•     Entry/Exit Criteria Sign off

Coaching

•     Coach the system changes.
•     Coach any user to understand and navigate new changes.
•     Track user progress and report to the line manager.
•     Quality assurance.
•     Identify trends and overall business unit improvements of the various stakeholders

Business support

•     Stakeholder engagement.
•     Plan coaching/training sessions in conjunction with WFM.
•     Update the PLCC users with any changes.
•     Ensure that the stakeholders are coping with the change.
•     Constantly test where the change acceptance is in the PLCC.
•     Work with training to ensure the correct training is transpiring. 
•     Technologic implementation and support.

Enhancements to all of the following applications

•     AVAYA
•     Mainframe 
•     PolicyCenter 
•     Confluence (Project management)
•     JIRA (Project management)
•     CA Unicentre.
•     CRM
•     Broker Portal
•     Client Applications
•     RPA

What will make you successful in this role?

•     Grade 12
•     Proficient with MS Office (advanced)
•     Short – term insurance industry experience ( 2 Years) 
•     Knowledge & understanding of Santam systems (Policy Center, Avaya, CRM etc,)
•     Previous experience in a Call Centre and/or Service Desk environment 

SKILLS:

•     Listening Skills 
•     Reading Comprehension 
•     Complex Problem Solving — identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
•     Time Management 
•     Organisational Skills 
•     Excellent interpersonal skills
•     Excellent analytical skills
•     Proven experience to conduct verbal exchange of information requiring difficult explanation as well as tact and diplomacy relating to various fields.
•     Execute initiatives, programmes and strategic objectives.
•     Proven computer literacy, including advanced MS Word, MS Excel and MS PowerPoint.
•     Good communication skills both verbal and written.
•     Ability to interact and liaise with a diverse audience range.
•     Training/ Presentation Skills

Personal Attributes

• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Situational adaptability - Contributing independently
• Optimises work processes - Contributing independently

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

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Collaborates - Contributing independently
• Being resilient - 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.