Operations Support Analyst at Momentum

INTRODUCTION

Do you have an analytical mind and enjoy solving problems? Our Retail Life Insurance department is looking for a self-driven, dynamic IT professional who wants to grow their career by contributing to the delivery of innovative IT solutions for our life business. Myriad is Momentum's market-leading life insurance product, providing life cover to clients in South Africa. Our Myriad product aim in partnering with our clients on their journey to success. We strive to find opportunities in every risk and ensure that current and potential clients can benefit from our innovative solutions. Part of the reason why Myriad has the unique ability to develop superior, forward-thinking products and benefits is because we make it our business to understand our clients' varying needs. The above-mentioned position is currently available in the Momentum Retail IT team within Life Insurance, based at our office in Centurion.

ROLE PURPOSE

To provide support to the operational functionality through identifying and resolving operational issues, report and manage system and process inefficiencies and to initiate new projects and assist with the implementation of new projects.

THE WORK YOU NEED TO DELIVER

• Provide system/application support for implemented solutions

• Analyze reported problems and action system/ process fixes of reported problems

• Escalate report issues that cannot be corrected to the business analysis for actioned

• Take ownership of escalated and unresolved queries and ensure they are resolved timeously.

• Monitor, report and communicate progress of reported problems to initiator until successful resolution.

• Address other key functionalities in systems such as audits, testing etc.,

• Contribute to optimizing business operations, through understanding business requirements and related process and system solutions.

• Analyze service processes and suggest improvements to get better efficiencies or cost saving efficiencies.

• Improvement of systems and processes while identifying re-occurring errors and trends and minimizing errors accordingly.

• Recording of all findings, actions and outcomes on the provided system.

• Ensure that all actions steps are recorded in sequence of how the events transpired.

• Ensure system documentation is up to date as per agreed standards.

• Compiling relevant monthly reports such as incidents logged; defects and development issues.

• Providing effective and consistent service delivery and support to all clients.

• Give timeously feedback to relevant stakeholders throughout the process in relation to progress and outcomes.

• Give accurate and transparent feedback.

• Ensure the feedback is comprehensive so that the Stakeholder have a clear understanding of the feedback.

• Ensure that you have addressed the Stakeholders needs when engaging with stakeholders.

• Update all required data field on the operating system correctly.

• Resolve all logged operation issues within the SLA agreement

• If the SLA was not reached, you are required to record full reasons as to why the SLA was breached on the operational operating system.

• Follow-up daily on issues that exceeded the SLA and ensure resolution there off.

• Be available on the call centre lines at all time if required

• Work with business analysist or peers to clarify questions and technical issues

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.

• Positively influence and participate in change initiatives.

• Continuously develop own expertise in terms of professional, industry and legislation knowledge.

• Contribute to continuous innovation through the development, sharing and implementation of new ideas.

• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

• Take ownership for driving career development.

COMPETENCIES REQUIRED

• Deciding & Initiating Action

• Working with People

• Adhering to Principles & Values

• Relating and Networking

• Writing & Reporting

• Analysing

• Creating & Innovating

• Planning & Organising

• Delivering Results & Meeting Customer Expectations

• Following Instructions & Procedures

• Coping with Pressures & Setbacks

EXPERIENCE AND QUALIFICATIONS

• Matric/Grade 12 is required

• Relevant IR qualification (Desired)

• Accounting background or accounting qualification would be an advantage

• Business analysis or Systems analysis experience would be an advantage