Senior Product Support Specialist at AfroCentric Group

About the Job

• Afrocentric Group is looking for a Senior Specialist: Product Support to successfully deliver and implement specific solutions for value added products.

Responsibilities

• Gather information on best practice, systems info and processes
• Conduct data analysis and provide relevant reporting information
• Conceptualize new product offering
• Review proposals and provide specialist input
• Provide advice on systems capabilities
• Define & document solution/implementation
• Ensure successful roll out of solution/implementation
• Monitor operations against targets set solutions/implementations
• Create a supportive, sustainable and productive distribution channel that facilitates the growth and Sales success to achieve set targets
• Ensure contracts is in place for the distribution channel
• Manage Lead distribution process to the distribution channel
• Monthly production report for the distribution channel
• Assist to compile business strategy for area of responsibility
• Compile and submit budget for area of responsibility on a yearly basis
• Monthly management of budget for area of responsibility
• Weekly/Monthly management reporting including
• Board reports

Continuous improvement:

• Conduct comprehensive post implementation reviews and resolve user issues
• Develop and present relevant and accurate support documentation
• Conduct planning and prioritisation of user issues related to area of expertise and in line with business priorities
• Implement practical solutions that use the specialist and departmental systems and processes
• Provide specialist input and recommendations to improve the efficiency, compliance and quality objectives related to the area of specialisation
• Identify problems and develop and propose solutions to present to appropriate leader or stakeholders
• Ensure day to day operational support required from area of specialisation is provided to enhance performance

Cost containment:

• Support the identification, development and implementation of cost-effective processes to increase efficiency and reduce cost drivers related to area of specialisation
• Continuously review cost / benefit and Return on investment within area of specialisation 

Drive customer-centricity:

• Provide (Customer Relationship Management) support to stakeholders and resolve their systems queries within Service Level Agreement
• Maintain a high level of impact on other departments to support improved delivery
• Continually increase understanding of client and needs, satisfaction and service delivery

Competencies

• Computer Technology Skills
• Communication Skills
• Business Writing Skills
• Knowledge and application of systems and
• processes
• Attention to Accuracy and Detail
• Problem Solving
• Customer Focus
• Numerical Ability

Qualification and Experience

• 6 - 8 years’ experience at specialist level in Healthcare and Insurance environment
• Bachelors’ degree in Business Administration
• Be a member of related professional bodies
• Ensure CPD (continual professional development) or similar accreditation requirements are met annually to ensure maintained specialist accreditation
• Knowledge of IT systems and products
• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of processes and procedures
• Knowledge and application of relevant legislation

Afrocentric is an equal opportunity employer and is committed to Employment Equity.