Active Jobs at AVBOB South Africa

Description

• We are looking for a highly motivated and detail oriented Data Steward to join our team. The successful candidate will be responsible for supporting the implementation and management of the organisation’s data governance framework to ensure high levels of data quality, integrity, security, and compliance across the business.
• You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

Your responsibilities will include

• Support the implementation of the organisation’s Data Governance and Data Management frameworks.
• Ensure compliance with data governance standards, policies, and regulatory requirements.
• Monitor and maintain the quality, accuracy, completeness, and accessibility of organisational data.
• Collaborate with business stakeholders, data stewards, and IT teams to promote effective data management practices.
• Assist with the development and maintenance of data dictionaries, metadata repositories, and business glossaries.
• Identify and address data quality issues and recommend improvement initiatives.
• Promote data governance awareness and best practices across the organisation.
• Support governance reporting, audits, and compliance monitoring activities.

Requirements

• Bachelor’s Degree in Computer Science, Information Systems, Data Management, or a related field.
• Minimum 5 years’ experience in data governance, data management, data analytics, or related environments.
• Knowledge of data governance frameworks, data quality management, and data lifecycle management.
• Understanding of data modelling, data warehousing, and data integration concepts will be advantageous.
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder engagement abilities
• Ability to work both independently and collaboratively
• Strong organisational and planning skills
• High attention to detail and strong integrity

go to method of application »

Description

Coach team to achieve business targets

• Ensure that department/ individual targets are achieved through new business and existing customer sales.
• Develop strategies that assist telemarketers to achieve daily, monthly, yearly targets
• To successfully train and develop new Telemarketers to sell AVBOB insurance products.
• Coach and training existing Telemarketing consultants in line with changing markets on Sales Process Techniques to achieve daily, monthly and annual targets

Manage team operations

• People management (Manage team morale, Attendance, work schedules, resource capacity and ensure team engagement etc)
• General office administration and management of daily team operations etc.
• Track individual and department performance, provide analysis and identify areas of improvements/ remedial actions.
• Management of performance feedback and reviews.
• Contribute to lead generation strategies and customer feedback analysis and reporting.
• Convert leads optimally as generated by company lead generators i.e. leads need to be converted into sales.
• Up/ Cross Selling of additional benefits to existing clients.
• Attend to and service internal department stakeholder queries, meetings, analysis and reporting  
• Escalate, manage system downtimes and ensure agents are engaged on updates and changes. 

Quality, compliance and retention

• Ensure accuracy in sales processing and monthly reporting
• Retain business on the books and coach team to reduce lapses.
• Coach team to be efficient, friendly and customer orientated. (TCF)
• Coach team on insurance regulation compliance and sales script compliance. i.e. Partner with Quality Supervisor to ensure compliance measures are applied on all arears of the department i.e. (script updates, POPIA, FICA, FAIS, Audit reporting and other relevant regulatory arears including Quality
• Develop strategies that provide remedial actions for non-compliance/ audit findings. 
• Ensure that the team maintains quality advice and a quality score as per prescribed assessments.
• Ensures that the target is reached and that all pending or rejected cases are converted into sales before the cut-off date/month end
• Manage the query process and ensure consistency in feedback

Requirements

• Financial Diploma or any other relevant Tertiary qualification. e.g. Wealth Management, Long term insurance etc.
• RE 5 / RE 1 qualification
• Must have 120 Credits in Long Term Insurance
• 5 – 10 years of experience in Long Term Insurance in a Call Centre Telemarketing Supervisor/ Team Lead role.
• Knowledge of Customer CRM systems e.g. Genesys, Connex, Production
• Telemarketing operations experience – essential
• Proficient in English – essential (For writing, reading, speaking and reporting)
• Must be able to speak 3 official languages – advantageous.
• Computer knowledge – Advanced MS Office, Excel and Power Point etc. – essential
• Sales driven
• Excellent verbal and written communication skills
• Excellent numeracy and analytical skills i.e. large data interpretation, analysis and reporting
• Service orientated.
• Quality driven
• People-focused
• Attention to detail
• Good Interpersonal Skills
• Strong Leadership Skills
• Stress tolerance
• Excellent time management skills
• Organizational awareness

go to method of application »

Description

• We are looking for a skilled contact center Team Leader who can lead our tea to better performance and improve service quality.
• You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and procedures.
• You will be working for a company that is over 100 years old with strong values. In return for your services, you will be paid a competitive remuneration package.  You will be working for an organization that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Plan training program and identify training needs for new and existing staff in cooperation with the department head.
• Walk the floor of the call centre throughout the day to observe the agent status and the appropriateness of their manner in handling the calls.
• Provide guidance to agents where they may need a more experience opinion on how to resolve a customer querAnswer daily telephone enquiries escalated.
• Assist policy holders and marketing personnel to solve enquires.
• Discuss unresolved cancellation enquiries with departmental head.
• Monitor on a short interval basis (at least every 10 minutes) the live Nashua call centre reporting for their team with a focus on the following.
• Keeping the average call duration to the agreed time (including the wrap up time).
• Minimising the number of calls waiting.
• Analyse the daily statistics, address irregularities with the department head and implement the appropriate corrective / preventative measures.
• Review job descriptions of the department in co-operation with the departmental head.
• Conduct a 15 minute daily review meeting with their team in order to discuss the performance of the previous day and to discuss the root cause of any variance so that they are able to develop corrective actions to eliminate these variances.
• Work with the Department Head to schedule the team to ensure that the maximum number of agents are available to take calls during anticipated peak times of the day.
• Attend departmental heads’ meeting and convey appropriate matters to personnel.
• Discuss non-performance with department head who will decide on appropriate action.
• Discuss non-compliance of personnel regularly with department head, who will decide on appropriate actions.
• Compile leave schedule for the team.
• Report all faults to appropriate technicians.
• Monitor work, report incoming errors and problem to the department head.
• Ensure that appropriate tasks are referred back to Policy Service Department within the set timeframe.
• Conduct a daily assessment of at least one call of each agent as per the standards and complete the call assessment forms.
• Identify agents’ training and, or coaching needs.
• Discuss identified training or coaching needs with each agent individually.
• Train or coach agents and monitor their progress.
• Open a file for each individual agent where the assessment results and daily statistics are kept.
• Oversee that the retention agents are adhering to the set policy and procedures.
• Monitor that the agents are complying in terms of identification and giving the client the correct information.
• Escalate any operational problems to the department head.

Requirements

• Grade 12
• 3 years’ experience in the Life Insurance Industry, preferably in a client service policy maintenance environment
• Call Centre management
• Computer literacy

go to method of application »

Description

• We are looking for a technically skilled candidate with above average troubleshooting skills and 3 years and above working experience in an IT support/service role. You will be the reference point for all IT-related queries. 
• You will be required to have a good understanding of the Microsoft M365 product family, Windows Installation, 3dr party software applications.   You should have strong interpersonal and communication skills with the ability to assess and clearly communicate technical and project risks.
• This position will under the leadership of the ICT Service Support Lead, diagnose, repair, and maintain hardware and software components to ensure the smooth running of computer systems. The responsibilities include installing and configuring computer hardware and being the strong point of contact for IT Infrastructure service support within the company. One of your key objective will be to ensure compliance of the AVBOB endpoint environment.
• You will be working for a well-established company with strong values. In exchange for your services, you will receive a competitive compensation package. You will be joining an organisation that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCLUDE THE FOLLOWING:

• Install new end user devices, printers and switches, network equipment and configure systems according to business requirements.
• Perform installation, configuration, maintenance and troubleshooting of end user hardware, software, and peripheral devices.
• Troubleshoot hardware and software issues and be responsible for testing, repairing, and replacing damaged hardware.
• Upgrading the entire system to enable compatible software on all computers and perform tests and evaluations of new software and hardware.
• Ensure security and privacy of networks and computer systems across end user devices.
• Providing support to users and being the sole point of contact for error resolving and reporting.
• Administer and maintain end user accounts, permissions and access rights and administer all equipment, hardware, and software updates.
• Assist the Team Lead: ICT Service Technician with technical documentation and departmental Standard Operating Procedure for Infrastructure
• Provide input with drawing up procedural documentation as well as technical reports.
• Respond to hardware problems, updating system software as well as tracking data and communication used on networks.
• Respond to complex daily inbound support tickets and solve these problems by using standard operating procedures.
• Direct telephonic or face-to-face support to end-users to resolve any IT related issues.
• Work with the 1st line service desk agents to service more complex and integrated incidents and requests and give 2nd line updates on progress and technical solutions.
• Install and configure 3rd party software packages for end-user devices.
• Configure and support user e-mail accounts and Microsoft Outlook M365 and other related M365 suite products
• Ensure AVBOB approved anti-virus installation & updates are distributed to all AVBOB end user devices
• Work with 3rd  level administrators and ensure that all end user workstations are up to date with security patches monthly.
• Ensure AVBOB security principle applies on all end point devices and report anomalies to 3rd line specialists. MFA, Encryption
• Support the AVBOB approved end point communication and video conferencing solution:
• Microsoft Teams on user devices.

Requirements

• Matric
• N+ and A+
• ITIL certification
• Hold at least one tertiary IT diploma or Microsoft industry certification (MCP, MCSE, MCSA or other)
• Working towards one of the Microsoft end point configuration management certifications: MD-100 and MD-101or MD-102 or similar, Microsoft MCSE or other M365 certifications
• Valid Driver’s license
• Minimum of three years of experience in computer networks and systems maintenance
• Experience of managing multiple Microsoft platforms including M365, Exchange Online
• Solid experiencing with networking technologies like LAN, WAN, VPN, APN, DNS, DHCP
• Extensive experience and knowledge in IT networking 

Technical and Behavioural Competencies

• Must have a high level of comfort working in a rapidly changing, fast-paced start-up environment.
• Highly motivated, experienced, resourceful and efficient with a “Can Do” customer centric attitude
• Extensive knowledge of relevant operating systems and software.
• Telephonic / Video /Face-to-face call communication skills when assisting customers and troubleshooting
• Assisting internal and external users with hardware and software issues
• Attending internal and External meetings
• A good understanding of Security and Data Protection Act