System Administrator And Maintenance Specialist at PPS

Job Advert Summary    

The role will be responsible for the administration and maintenance of client and Intermediary information on a market leading administration system across the Life business for Project Gemini. The purpose of the role is to create an experience that feels convenient, effortless, and personal. 

Minimum Requirements    

Education: 

• Grade 12.
• IT/Business related Diploma/Degree

Experience:

• 5+ years working experience on admin systems and back-office processing.
• Experience within a financial services environment, preferably in the Insurance Industry.
• Experience in the client and intermediary service environment, advantageous.
• Experience within system and servicing business orientation

Knowledge and Skills:

• General knowledge of insurance legislation/rules.
• Exposure in dealing with customers, brokers and advisors advantageous.
• IT Skill: Strong computer skills, including Microsoft Office Package
• A highly self-motivated individual with strong relationship managing leadership and communication skills.  
• Relationship management skills
• A good business acumen
• Can-do attitude while challenging convention.
• Knowledge of customer experience techniques
• Knowledge of Financial institutions (advantageous)
• FAIS and FICA knowledge (advantageous)

Competencies:

• Analytical and be able to make prudent business decisions.
• Flexible and adaptable in changing and challenging circumstances.
• Fast learner with the ability to rapidly assimilate and utilise new information and skills
• Able to thrive under pressure.
• Accuracy and attention to detail for all relevant work types
• Ability to organise and prioritise.
• Team player
• To act with integrity at all times, embrace the philosophy of treating our customers fairly and deliver
• on our client experience principles.  
• Competent writing and communication skills
• Proactive thinking
• Client Centricity
• Results Driven
• Able to motivate and inspire colleagues to achieve more

Duties and Responsibilities    

Key Accountabilities:

• Provide policy administrative and maintenance services on the Gemini PAS (Policy Administration System) across the client and intermediary sets.
• Build and manage the daily operations of the system. This will include developing internal controls for the business, testing of the system, and running all facets of the Policy Admin System operations.
• To facilitate and manage system report extraction and data flows.
• To monitor and execute on onboarding and service requests via the systems workflow functionality.
• To monitor and execute outstanding requirements via the systems workflow functionality.
• Responsibilities may also include proactive contact with the clients or intermediaries.
• To keep up to date and complete the necessary technical assessments on the system.
• Providing administrative backing to the business and directly to intermediaries
• Take ownership of service level standards and ensure they are achieved consistently.
• Assist in organising intermediary workshops.
• Take ownership for and be the SME for Gemini’s market leading Policy Admin System.

Respond to Customer needs:

• Engage and respond to customer and intermediaries professionally.
• Take ownership of requests from receipt to conclusion.
• Provide product and service information timeously.
• Research required information using available resources.
• Research, identify, and resolve complaints.
• Follow up customer calls where necessary.
• Complete call logs and reports.
• To take ownership of service level standards and ensure they are reached consistently.

Operational Support:   

• Achieve operational targets including prioritisation and work schedules.
• Responsible for enforcing the system training and development program. They may also be assigned a junior employee to mentor.
• To execute and update policies and procedures related to Service and System Operations
• Build and maintain relationships with relevant stakeholders.

Keep Track of Customer Trends:

• Use of available software to document customer and intermediary interactions to help streamline the customer service process and notice trends to report back to the System developers, technical specialists and product development team.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes.
• Escalate systems failures to the appropriate support team.
• Recognise, document, and alert the management team of trends in customer and intermediary system interaction.

Maintain Product Expertise:

• In order to respond to member/intermediary complaints and queries, this person must be well versed on the products offered by Gemini. This requires one to take the initiative to master every feature and benefit of each product.