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Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
Read more about this company
What will you do?
The purpose of the role is to provide new and existing clients with professional and relevant financial advice, planning and products (sales) that are suited to their needs and requirements. Undertake the procurement of sustainable business of a high quality, in accordance with the business targets set. Maintain and service these clients as part of a long- term relationship which builds loyalty to the brand and generates ongoing advice and sales. Undertake these activities within a compliant and ethical manner which results in the building and sustaining the Sanlam Group business and brand.
What will make you successful in this role?
Networking, prospecting and leads generation
Client consultations and sales
Client Service
Monitor, update and reporting (weekly/monthly)
Document and present the following activities:
Qualification and Experience
Knowledge and Skills
Core Competencies
JOB PURPOSE
RESPONSIBILITIES
Customer Management (External and Internal)
Customer Needs & Analysis
Up-sell Customer Propositions
Correspondence
Operational Compliance
Administration
Personal Capability Building
Work Scheduling and Operational Compliance
Requirements
EDUCATION
General Education
EXPERIENCE
General Experience
JOB PURPOSE
Obtain information from insured or designated persons for the purpose of
validating claims using all resources available.
Customer Management
Help manage customer by carrying out standard activities to complete the
customer request.
Building and maintaining relationships with dependencies (for example; Loss
Adjusting, Towing etc) to help assist with customer's communication.
Data Collection & Analysis
Ask questions, collect data from a variety of sources, analyse information and
investigate claim.
Work Scheduling and operational compliance
Organize own work schedule in order to get the job done, coordinating with
support services and completed work within TAT.
Administration
Produce, update and provide best practice support to customers on the claims
administration process and other departmental systems, in line with claims
policy, rules and SLAs.
Correspondence
Document Management
policies and matters.
Document Preparation
Up-sell Customer Propositions
additional cover.
Requirements
General Education
General Experience
JOB PURPOSE
Contribute to the Hippo business goals through the application of CRM technology and CRM techniques, particularly the use of Salesforce Marketing Cloud. Responsible for campaign management across direct marketing acquisition initiatives. Manage and report on the Hippo database and utilise data insights to improve marketing efficiency. Ensure regular relationship management with relevant marketing agencies.
RESPONSIBILITIES
Customer Relationship Management (CRM) Data
Ensure that an internal function and/or a cross-functional customer account team maintains high-quality customer information; monitor and review information quality to ensure that it is fit for purpose. Provide user input to the development or improvement of the customer relationship management system to ensure it meets immediate and longer-term business needs. Evaluate impact of various CRM strategies in terms of increased business. Ensure updates are made as and when required. Assist with marketing research and leverage information stored in the CRM system.
Data Collection & Analysis
Make authoritative recommendations that have a significant impact on the business over the short and long term. Recommendations could be technical or professional in nature. Manage data and oversee all data transfers within the business units. Use the life-cycle to communicate via email, SMS or direct marketing, the marketing communication strategy, to promote new business or encourage retention and reactivation, through Cross Selling and Upselling. Utilise customer data in order to leverage further revenue. Develop a system to deal effectively with customer complaints, ensure they are resolved, and ensure complaint records are kept up to date.
Customer Relationship Development / Prospecting
Develop and implement relationship management plans for complex potential customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organisation and to enable effective two-way flow of information and resolution of issues.
Customer Service
Lead and direct a major customer service function or department. This includes taking responsibility for planning and delivery, and for setting strategic direction within the wider business framework. Improve and maximise the customer life time value through the application of CRM and Marketing techniques. Maintain a customer touch-point life-cycle, to clearly shows each and every interaction the brand has with customers.
Customer Experience Strategy
Lead the implementation of the CX business plan, ensuring the right resources are in place to execute on the CX strategy across the various stages of the customer and product life cycle. Lead the development of a holistic CRM strategy and incorporate sound CRM business principles. Regularly present CRM strategies, performance and any other general developments, to the various organisational units.
Client & Customer Management (External)
Manage key client and customer relationships. Likely to involve using agencies to maintain customer satisfaction and loyalty. Manage relationship with system provider to ensure that the system works effectively, minimise down time and meet organisational requirements. Manage the relationship with the Direct Marketing service provider.
Leadership and Direction
Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Manage and oversee the Direct Marketing function of the business unit and set out clear goals to be achieved.
Operational Compliance
Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate. Oversee that data transfers are secure, and compliant with current legislation. Ensure NDA’s are in place with CRM system provider to secure any and all data transfers.
Work Scheduling and Allocation
Develop medium- or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams. Plan and integrate CRM system into the Call Centre to improve effectiveness of agents and ensure Call Centre operates at maximum performance. Ensure Direct Marketing efforts meet business requirements and goals.
Internal Client Relationship Management
Manage relationships with strategic internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and mobilising appropriate internal and/or external resources to support in delivering business strategy and plans. Update relevant business stakeholders regarding planned CRM activity.
Improvement / Innovation
Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues. Actively seek to find innovative and cutting edge ideas to maximise customer experience and leverage off the CRM system; Monitor and constantly enhance all marketing and transactional communications to ensure quality and that copy/creative is up to date and the brand is appropriate and current.
Budgeting & Costing
Develop and/or deliver budget plans with guidance from senior colleagues. Manage and control the CRM and Direct Marketing budget.
Performance Management
Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives; acquire staff resources, develop succession plans, manage and develop staff to ensure the right people are in place to support service delivery, achieve production and performance targets at all times.
BEHAVIORAL COMPETENCIES
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, engages diverse groups by communicating in a way that matches each group's preferences. Listens carefully and probes beneath the surface to gain richer insight on others' views.
Customer Focus
Builds strong customer relationships and delivers customer-centric solutions. For example, uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.
Drives Results
Consistently achieves results, even under tough circumstances. For example, creates a feeling of energy and an emphasis on excellence in the team, using productive behaviors. Builds a strong sense of urgency to exceed goals and beat deadlines. Ensures that the team pushes through obstacles and establishes a superior track record.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, makes nimble plans accounting for a range of risks and contingencies. Achieves greater cohesion, integration, and alignment between own group and other areas. Both persistent in adversity and nimble in change.
Directs Work
Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur.
Collaborates
Builds partnerships and works collaboratively with others to meet shared objectives. For example, enhances and improves collaboration among coworkers and with external partners. Solicits ideas from diverse colleagues, leaves space in conversation for them; gives credit well and generously.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.
Manages Conflict
Handles conflict situations effectively, with a minimum of noise. For example, responds quickly and constructively to emerging conflicts; redirects those who engage destructively in conflicts; seeks mutually agreeable outcomes. Maintains positive and constructive relationships, even under heated disagreements.
SKILLS
Computer skills
Support business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, and provide guidance and training to others. Everlytics, Google Marketing Platform, Data Management Platform, Microsoft Office Suite, Salesforce software, Salesforce Marketing Cloud
Verbal Communication
Apply comprehensive knowledge and provide guidance and training to others on how to use clear and effective verbal communication skills to express ideas, request actions and formulate plans or policies.
Data Collection and analysis
Work independently and provide guidance and training to others on how to analyse data trends for use in reports to help guide decision making.
Market Research and Analysis
Use comprehensive knowledge and skills and guide and train others on how to use research and analysis to develop a comprehensive understanding of market conditions in order to facilitate the success of a brand, product or service.
Customer and Market Analysis
Use comprehensive knowledge and/or skills to conduct research and analyse data and guide and train others on how to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.
Agency Relationship Management
Use comprehensive knowledge and skills and guide and train others on how to manage agency relationships in a way that provides benefits both for the organisation and its clients.
Customer System Operation
Work independently and provide technical guidance when required on how to understand and effectively operate all customer management systems. Everlytics, Feefo, Genex
Customer Experience Delivery
Use comprehensive knowledge and skills and guide and train others on how to meet high customer experience standards.
Brand Management and Development
Use comprehensive knowledge and skills and guide and train others on how to maximise a brand's impact and market value by managing and developing aspects of the brand.
Data Management
Apply comprehensive knowledge and skills and provide guidance and training to others on how to acquire, organise, protect, and process data to fulfil business objectives.
Action Planning
Use comprehensive knowledge and skills and provide guidance and training to others to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Planning and Organising
Use comprehensive knowledge and skills and provide guidance and training to others on how to plan, organise, prioritise, and oversee activities to efficiently meet business objectives.
Reporting
Apply comprehensive knowledge and skills and provide guidance and training to others on how to create relevant, lucid, and effective reports.
Presentation skills
Use comprehensive knowledge and skills to communicate with other people and provide guidance and training to others on how to speak in a clear, concise and compelling manner.
Policy and procedures
Work independently and provide technical guidance when required on how to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
Commercial Acumen
Apply comprehensive understanding of the business environment and objectives and develop solutions and provide guidance and training to others.
Learning and Talent Development
Work independently and provide technical guidance when required on how to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.
Requirements
EDUCATION
General Education
EXPERIENCE
General Experience
Managerial Experience
JOB PURPOSE
Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short-term workforce and staffing needs for TIH Brands.
Responsibilities
Customer Experience Strategy
Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy. Utilise historical data, economic trends, and current marketing events to fulfil short, medium and long-term planning across multiple/omni channel environment. Analyse daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads. Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing. Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure. Responsible for providing input for the budget headcount submissions annually.
Insights and Reporting
Prepare and coordinate the completion of various data and analytics reports. Make recommendations for adjusting staffing levels to maximise productivity and profit.
Work Scheduling and Allocation
Schedule all agents to ensure that there are the right number of staff coverage. Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends. Manage the scheduling of training by considering Line’s training needs. Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted. Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders. Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.
Project and Program Resource Management
Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation. Manage the predicative scenario to determine optimal resource requirements for business productivity. Design according to each business line’s unique requirements based on contractual staffing arrangement. Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA. Produce campaign and project scenario plans according to relevant business requirement documents.
Project and Program Stakeholder Engagement
Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns. Communicate best practice in meetings.
Improvement / Innovation
Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews. Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business. Inform staffing strategy for FTE requirements for Sales and Service. Analyse daily Management Information report and provide commentary and reasons to improve the line. Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.
Operational Compliance
Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules. Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity. Stay up to date with all schedule trends and best practice.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Identify further training that is in line with growth for this role and engage with the line manager for approval where required. Keep the line manager updated on training and growth process.
BEHAVIORAL COMPETENCIES
Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'. Looks ahead to determine and obtain needed resources to complete plans.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
Persuades
Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.
Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, sees even subtle cues to adapt; deploys a wide range of behaviors to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.
Courage
Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.
Manages Conflict
Handles conflict situations effectively, with a minimum of noise. For example, skillfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations. Actively identifies areas of agreement, builds solid consensus around them, and leverages these to resolve disagreements.
Action Oriented
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
Balances Stakeholders
Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.
Skills
Data Collection and analysis
Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.
Planning and Organising
Provide technical guidance when required to plan, organise, prioritise and oversee activities to efficiently meet business objectives. Capacity Planning
Numerical Skills
Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required. Advanced Mathematical Ability
Computer Skills
Support business processes by understanding and effectively using standard office equipment and standard software packages and provide technical guidance as needed. Q Story, Qlikview, Advanced MS Office, CMS, Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting, scheduling and RTA software, Exceptional data handling skills, Workforce management tool preferably Nice IEX
Verbal Communication
Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
Action Planning
Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Policy and procedures
Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives. Advanced knowledge in WFM principles, practices and systems
Commercial Acumen
Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.
Customer Service Delivery
Provide technical guidance as needed on meeting high customer service standards.
Compliance
Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.
Presentation creation
Apply concepts of knowledge / skill and provide technical guidance when required.
Presentation Skills
Communicate with others and provide technical guidance when required to speak in a clear, concise and compelling manner. Advanced presentation skills (Executive level reporting).
Writing Skills
Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
Negotiation
Provide technical guidance when required on how to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.
Strategic Planning
Engage in strategic planning and provides technical guidance when required.
EDUCATIJOB PURPOSE
Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short-term workforce and staffing needs for TIH Brands.
Responsibilities
Customer Experience Strategy
Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy. Utilise historical data, economic trends, and current marketing events to fulfil short, medium and long-term planning across multiple/omni channel environment. Analyse daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads. Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing. Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure. Responsible for providing input for the budget headcount submissions annually.
Insights and Reporting
Prepare and coordinate the completion of various data and analytics reports. Make recommendations for adjusting staffing levels to maximise productivity and profit.
Work Scheduling and Allocation
Schedule all agents to ensure that there are the right number of staff coverage. Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends. Manage the scheduling of training by considering Line’s training needs. Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted. Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders. Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.
Project and Program Resource Management
Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation. Manage the predicative scenario to determine optimal resource requirements for business productivity. Design according to each business line’s unique requirements based on contractual staffing arrangement. Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA. Produce campaign and project scenario plans according to relevant business requirement documents.
Project and Program Stakeholder Engagement
Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns. Communicate best practice in meetings.
Improvement / Innovation
Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews. Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business. Inform staffing strategy for FTE requirements for Sales and Service. Analyse daily Management Information report and provide commentary and reasons to improve the line. Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.
Operational Compliance
Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules. Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity. Stay up to date with all schedule trends and best practice.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Identify further training that is in line with growth for this role and engage with the line manager for approval where required. Keep the line manager updated on training and growth process.
BEHAVIORAL COMPETENCIES
Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'. Looks ahead to determine and obtain needed resources to complete plans.
Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
Persuades
Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
Interpersonal Savvy
Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.
Ensures Accountability
Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.
Being Resilient
Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.
Situational Adaptability
Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, sees even subtle cues to adapt; deploys a wide range of behaviors to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.
Courage
Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.
Manages Conflict
Handles conflict situations effectively, with a minimum of noise. For example, skillfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations. Actively identifies areas of agreement, builds solid consensus around them, and leverages these to resolve disagreements.
Action Oriented
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
Balances Stakeholders
Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.
Skills
Data Collection and analysis
Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.
Planning and Organising
Provide technical guidance when required to plan, organise, prioritise and oversee activities to efficiently meet business objectives. Capacity Planning
Numerical Skills
Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required. Advanced Mathematical Ability
Computer Skills
Support business processes by understanding and effectively using standard office equipment and standard software packages and provide technical guidance as needed. Q Story, Qlikview, Advanced MS Office, CMS, Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting, scheduling and RTA software, Exceptional data handling skills, Workforce management tool preferably Nice IEX
Verbal Communication
Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
Action Planning
Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.
Policy and procedures
Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives. Advanced knowledge in WFM principles, practices and systems
Commercial Acumen
Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.
Customer Service Delivery
Provide technical guidance as needed on meeting high customer service standards.
Compliance
Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.
Presentation creation
Apply concepts of knowledge / skill and provide technical guidance when required.
Presentation Skills
Communicate with others and provide technical guidance when required to speak in a clear, concise and compelling manner. Advanced presentation skills (Executive level reporting).
Writing Skills
Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.
Negotiation
Provide technical guidance when required on how to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.
Strategic Planning
Engage in strategic planning and provides technical guidance when required.
EDUCATION
General Education
Experience
General Experience
General Education
Experience
General Experience
Job Purpose
The Systems Analyst (ITSM) ensures that GIT Service Management systems are maintained and developed to ensure GIT Service Management objectives are met. The System Analyst ensures that GIT delivers stable and high quality software systems to its client, TIH. This is done by understanding, studying and analysing requirements for system changes and new systems altogether. The System Analyst draws up technical impact documents as well as writing technical documents that supports the developer to execute on the requirement.
Responsibilities
Administration
Produce, update and provide best practice support on the Service Management system, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes. Act as a SPOC (single point of contact) between Business, Support Teams, Vendors and GIT.
Design and Conceptualization
Research and interpret data, trends, and benchmarks relevant to digital products/ services design.Design, develop and maintain the GIT Service Management system (SysAid), ensuring that new enhancements are tested and implemented according to best practices.
Analysis of "As Is" and "To Be"
Support and contribute to the documentation of "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required.
Database/Systems Specifications
Provide information and comments on suitability during approval process for system or database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved. Apply ITIL frameworks in systems design, maintenance & deployments
Information Security
Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.
Testing IT Performance
Analyse routine performance website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Operational Compliance
Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Ensure Service Level Agreements and Contracts are in place and reviewed. Ensure standard operating procedures are in alignment with enterprise processes and governance for compliance purposes.
Requirements
General Education
Matric/SAQA Equivalent (Essential)
Relevant ITIL certification and / or accreditation (Essential)
General Experience
1-3 years’ experience in IT Service Management, managing and operating the function (Essential)
Experience with UML designs and/or IBMI/SQL (Advantageous)
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