Support Analyst - Sandton at Discovery Limited

About Umbrella Fund

Working in a high performance organization that prides itself in attracting the finest talent, we challenge ourselves to find solutions that make a difference in the world. Our environment is always buzzing with energy and smart, motivated people working on finding the best way to move forward. Umbrella Funds thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

Key Purpose

The position is responsible for managing complex tasks and performing and managing detailed system testing tasks within the Umbrella Fund Operations e.g. send trade instructions to Discovery Invest, monitor price tolerances and benchmarks, Regulation 28 reporting, Implementing bulk client investment changes, investment administration in general, Project management, Production error handling, root cause analysis, profit/loss and 13 A calculations, Broker commission processing. The incumbent must ensure that the processes and procedures are relevant, best practices identified, business improvement opportunities investigated. Understanding the business requirements, and through a structured process, document, validate and translate it into Business Requirements that are used by developers to craft a technical solution. Translate the business vision into the design. Working with multiple business areas and multiple teams. The individual additionally needs to document, perform detailed system testing and provide feedback on test results, defects identified and make these visible timeously to the necessary stakeholders and ensure that the current processes and procedures are understood to ensure any system enhancements meet business’s and regularity objectives. Additionally the individual must ensure that best practices are identified and business improvement opportunities are investigated.

Areas of responsibility may include but not limited to

• Processing of all daily and monthly transactional activity within agree service levels.
• Implement processes and procedures and ensure required services in respect of the Umbrella Fund operations are conducted timeously and efficiently.
• Ensures delivery of key operational attributes such as system testing, data completeness and data quality.
• Proactively identify and correct production issues and data errors. Make recommendations to improve efficiencies based on metrics.
• Communicate and collaborate effectively with stakeholders to resolve queries and ensure client expectations are met.
• Prepare management reports for submission to superior. Update SOP’s with changes to the process where required.
• Develop and maintain excellent business relations with internal and external brokers.
• Follow a structured process to listen to, understand and document client requirements. If needed, facilitate activities like interviews or JAD sessions to expand the understanding of the business requirements. If required, perform analytical tasks, data extracts, run queries or any other form of analysis to gather information. Following up with clients to clear up ambiguity and possible misunderstanding.
• Perform profit and loss calculations and data analytics
• Ensure that day to day administration is accurate, compliant and abreast with regulatory frameworks such as, Pension Funds Act, Tax Act, Rules of the Discovery Life Umbrella Pension and Provident Funds, Participating employer special rules. Ensures delivery of key operational attributes such as data completeness and data quality.
• Collaborate with testers, BA’s, developers, designers and other business experts to ensure testing requirements are fully understood.
• Implement efficient test processes, procedures and scenarios, which will ensure system enhancements are adequate, and fit for business and regulatory requirements in respect of pension fund administration.
• Ensures delivery of key operational attributes such as system testing, data accuracy, completeness and data quality.
• Proactively identify, log and escalate production issues and data errors. Make recommendations to improve efficiencies based on metrics.
• Communicate and collaborate effectively with stakeholders to resolve testing queries to ensure business expectations are met.
• Write and execute test cases in line with agreed testing standards and practices. Document defects and make these visible to all stakeholders 
• Develop and maintain excellent business relations with all stakeholders.
• Follow a structured process to listen, understand and document testing requirements. If required, perform analytical tasks, data extracts, run queries or any other form of analysis to gather information. Follow up with IT, developers and software vendors to clear up ambiguity and possible misunderstanding.
• Perform detailed test and data analytics.
• Ensure that day to day administration will be accurate, compliant post system deployments
• Detailed understanding and knowledge of Pension Funds Act, Tax Act, Rules of the Discovery Life Umbrella Pension and Provident Funds, Participating employer special rules.
• Collaborate with testers, BA’s, developers, designers and other business experts to ensure testing requirements are fully understood.

Personal Attributes and Skills

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver
• Analytical
• Working with people
• Relating and networking
• Writing and reporting
• Applying expertise and technology

Education and Experience

• Matric - Essential
• Product and process knowledge - Advantageous
•  2 - 3 years relevant experience - Essential
• Advanced excel skills – Essential
• Data analysis and interpretation (Large data sets) – Essential
• End user system functionality testing and test case reporting – Advantageous
• Compiling MI/BI reports, Admin reports, ADHOC report requests from large data sets