• RMA in a nutshell Identifying a need to help care for miners who were injured while on duty, Rand Mutual (RMA) was founded in 1894 by three mining companies on the Witwatersrand as a non-profit mutual assurance company. Today RMA has grown to offer workmens'​ compensation benefits to the mining, iron, metal, steel and related industries ...
- As a Business Process Engineer, you will be reporting to the Process and Systems Manager, you will be responsible for ensuring effective and efficient business processes and optimal integration of processes, people and technology, and to champion and deploy business process improvement methodologies and toolsets across the unit. You will be the driving force for managing improvement initiatives across the group to deliver business benefits, directing multiple projects, assisting in the identification of development areas of staff in general, and playing a key role in influencing and driving change across the Group, in line with the QA Framework.
WHAT WILL YOU DO?
Business Process Management:
- Deliver process improvement initiatives and projects across business units and in conjunction with business managers to deliver efficiencies and benefits to internal and external customers.
- Ensure that projects and initiatives deliver measurable business results.
- Deploy Lean transformations and continuous improvement across the business.
- Build commitment to business process management and improvement through a focus on effective process development, integrated project/change management and implementation.
- Facilitate and integrate process designs, improvements and maintenance amongst role-players and effectively network with all stakeholders.
- Analyse and identify process improvement opportunities and partner with key stakeholders to scope and ensure alignment with strategic priorities.
- Serve as a technical leader in the deployment of Business Process and Systems Engineering through the application of process improvement methodologies (Six Sigma, LEAN, and basic problem solving).
- Manage the documentation and monitoring of business processes, business rules, metrics and standard operating procedures as a result of improvement initiatives.
- Ensure adherence to governance, risk and compliance frameworks and policies.
- Work with business stakeholders to ensure projects achieve intended results, risks are proactively identified and mitigated, and benefits are validated.
- Drive benefits quantification and realisation from projects.
- Build capacity through knowledge sharing and coaching; build credibility by engaging effectively with stakeholders, deploying appropriate methodologies and toolsets to design initiatives, focusing on an optimal customer experience.
Business Analysis:
- Perform business impact analysis in liaison with line managers on any change that is imposed on current operational environment.
- Liaise with appropriate stakeholders to identify, assess, and document business process requirements.
- Analyse existing systems and business models.
- Align to project milestones, timelines and deliverables to the agile software development lifecycle.
- Identify options for potential solutions and assess them for both technical and business suitability.
- Collaborate with users, IT Developers, management and external IT Services providers.
- Carry out the relevant assessment to determine if solutions to business requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible.
- Work collaboratively with the ICT team to develop and present proposals to stakeholders.
- Analyse the impact of proposed solution across the business, develop use cases to explain/demonstrate business requirements/specifications to IT team, and contribute a business or process perspective during design reviews.
- Assist the QA team to ensure that requirements documentation can be easily translated into test plans and ensure that the proper testing plans have been completed.
- Facilitate implementation of new functionality through the development of appropriate documentation.
- Work with test team to develop system integration test scripts and ensure the testing results correspond to the business expectations.
- Recommend solutions that enable the organization to achieve its goals through the interpretation of technology, business processes and opportunities in the context of the technical and business requirements.
Research and Innovation:
- Research industry market trends with respect to products, services, process and technology enhancements for suitability and application.
- Engage with technology partners for technology related matters- hardware, software, infrastructure and support.
- Continually analyse and identify process improvement opportunities across business and partner with key stakeholders to scope and ensure alignment with strategic priorities.
- Modify and optimise processes and systems for continual improvement of business efficiency, reducing operational costs, improving sustainability and maximising profitability.
- Champion the need and benefit of process management by utilising a structured approach to business process improvement.
- Proactively identify opportunities to improve current solutions and processes through automation.
- Provide expertise and share best practices regarding Process Improvement tools and methodologies
- Promote and contribute to the development of a culture of continuous improvement across the Group.
- Attend seminars, conferences and public invitations related to process improvement methodologies, technology, system engineering and industry related topics.
Business Alignment:
- Define process hierarchies across the Group, translating those into the Group operational value chains to ensure alignment and seamless synergies between and across the teams, across the Group.
- Support the facilitation and integration of process design, improvement and maintenance amongst role players across the Group.
- Maintain interaction with business analysts project managers and IT together with business managers and teams throughout the lifecycle of process reengineering initiatives.
- Ensure that commitments made to business are met and quantifiable, highlighting constraints and challenges experienced where applicable
Project Management:
- Assist in the implementation of enhancements and change initiatives, ensuring inputs are provided to changes and changes reflected on process designs and all RMA impacted supporting documentation.
- Deliver project objectives to achieve desired quality and impact, within time frames planned and within approved budget.
- Ensure adherence to project Process and Quality gates, in line with QA Framework and process methodologies and principles.
- Act as technical lead for projects, interacting with business partners to collaboratively define solutions to address key opportunities.
- Collaborate with the Project Management Office to apply principles of change management to ensure projects are technically sound and that acceptance of changed is optimal and sustainable
- Provide feedback to the development team(s) and ensure the work is carried out in accordance with the projects schedule and the software quality requirements.
- Implement processes to monitor and manage changed processes and maintain sustainability in line with process methodologies.
- Maintain project information, update QA and project dashboard with accurate data and provide accurate project status updates to stakeholders.
Reporting:
- Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed
- Adhere to deadlines and ensure accuracy and quality
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 7: BSc Industrial Engineering Degree
- Lean and Six Sigma Certification (Green Belt/Black Belt/Master Black Belt)
- Business Analysis training advantageous
- 6 – 8 years’ experience in Business Process engineering; Process Modelling/Analysis and Design
- Minimum 5 years’ experience using leading methodologies and processes (e.g. Lean/Six Sigma, DMAIC, TQM, ISO or similar)
- High level computer literacy with the following applications- Microsoft suite, Visio, MiniTab
- Experience in leading multifunctional innovation projects across business units
- Sound, proven experience in implementing and improving business processes
- Proven ability to influence and affect change at all levels of the organization.
- Experience with deploying aspects of large-scale business transformation projects.
- Strong analytical skills to assess and interpret data to identify anomalies and deviations from the design of the process
- Good understanding of insurance and financial systems and technologies
- Ability to make customers the key focus for decisions about business processes
- Good interpersonal skills in developing positive working relationships with peers and business
- Ability to ensure compliance to all regulations and processes
- Ability to negotiate change and positively influence peers
- Insurance or financial services experience advantageous
Closing date: 10 August 2023
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THE JOB AT GLANCE
- Reporting to the Group Chief Operating Officer, the Head: Customer Service and Distribution will be responsible for developing the strategy for Customer Service and Distribution for the benefit of the customers/stakeholders including leading and overseeing both inbound and outbound Contact Centre Operations that service all RMA businesses (COID, Life, AIT) with diversified products and structures. You will also be responsible for shaping the future of Customer Service and Distribution, driving its expansion and growth through effective strategy deployment. The Head: Customer Service and Distribution will be required to optimise efficiencies and ensure the delivery of exceptional customer service through a variety of customer contact channels. Furthermore, the incumbent will be responsible for leading, managing and empowering the Customer Service and Distribution team through a management team to ensure optimal use of resources to exceed customer expectations.
WHAT WILL YOU DO?
OPERATIONAL AND FUNCTIONAL MANAGEMENT
Setting the Customer Service and Distribution strategy
- Develop, implement the customer service and distribution strategy, and drive strategic initiatives that will position RMA and its associated businesses in the market as the preferred provider of insurance from a customer experience perspective.
- Contribute to the development and implementation of Customer Service and Distribution for the Group, defining cost strategies, objectives, and operational practices in accordance with company strategy.
- Drive a customer centric mind-set within RMA, that will result in efficient product & service delivery, across all RMA businesses (COID, Life and AIT).
Lead and oversee end-to end Customer Service and Distribution operations
- Accountable for the overall performance of Customer Service and Distribution, to deliver a best-in-class service to all RMA businesses (COID, Life and AIT) and clients.
- Accountable for mapping and implementing the customer experience journey, identifying areas of improvement, and making recommendations for the end-to-end customer contact processes and customer experience for both inbound and outbound functions.
FINANCIAL MANAGEMENT
- Accountable for the planning and compilation of an annual Customer Service and Distribution budget aligned to the delivery plans to support the implementation of set objectives.
- Accountable for the overall performance of Customer Service and Distribution to deliver within a set budget.
- Accountable for budget implementation, deployment of proper financial controls, monitoring, and reporting on any variances in the departmental budget.
LEAD CUSTOMER SERVICE AND DISTRIBUTION STAFF
- Build and lead an effective and cohesive team and implement effective succession planning, people management, development, resourcing, and retention strategies for the Customer Service and Distribution department.
- Create a high-performance culture and manage team performance effectively by cascading annual performance goals and measure against agreed-set objectives and ensuring regular performance reviews of direct reports.
- Accountable for the ongoing development of staff across all levels of Customer Service and Distribution.
- Develop and implement an engagement plan for Customer Service and Distribution to drive inclusion with wider RMA people initiatives in collaboration with the Customer Service and Distribution management team.
- Lead, inspire, and ensure that the Customer Service and Distribution working environment contributes to improving overall staff engagement, recognition, and increased productivity.
STAKEHOLDER RELATIONSHIP MANAGEMENT
- Build and maintain effective working relationships with stakeholders, with the ability to influence key stakeholders and drive the transformation of Customer Service and Distribution, and first contact resolution strategies.
- Manage and maintain relationships with RMA Life as well as the RMA Group Marketing functions and work jointly with the necessary team to deliver on the divisional marketing plan and related objectives.
RISK MANAGEMENT
- Accountable for the mitigation of the Customer Service and Distribution departmental risk profile as well as implementing sound governance and compliance processes to identify, manage and mitigate risks.
- Delivery of Customer Service and Distribution services and ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions.
SHARE BEST PRACTICE AND ENSURE CONTINUOUS IMPROVEMENT AND DEVELOPMENT
- Apply best practices, develop continuous improvement plans, and make recommendations based on employee and customer insight.
- Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies.
- Use Business Intelligence and Data Analytics to understand customer interactions across the customer life cycle and improve customer experience.
- Use Business Intelligence and Data Analytics to understand Customer Service and Distribution operations and improve efficiencies.
- Develop world-class reporting tools/dashboards in collaboration with the Strategy and Analytics team.
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 8: Relevant Customer Service and Distribution qualification
- Relevant Customer Service and Distribution certification
- RE5 (Advantageous)
- At least 8 years of experience managing Customer Service and Distribution Operations, in which 5 years must have been in a senior leadership role in a Customer Service and Distribution department that offers diversified services.
- Proven experience in leading a service driven Customer Service and Distribution operation with experience in managing an operation with diversified services
- Experience in a life insurance environment or financial services is advantageous.
Closing date: 10August 2023
Requirements
- NQF Level 8: Relevant Customer Service and Distribution qualification
- Relevant Customer Service and Distribution certification
- RE5 (Advantageous)
- At least 8 years of experience managing Customer Service and Distribution Operations, in which 5 years must have been in a senior leadership role in a Customer Service and Distribution department that offers diversified services.
- Proven experience of leading a service driven Customer Service and Distribution operation with experience of managing an operation with diversified services
- Experience in a life insurance environment or financial services is advantageous.
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- Reporting to the Systems Administrator Team Leader, the Systems Administrator will be responsible for supporting the installation, configuration, upgrade, administration, monitoring and maintenance of operating system software and hardware and associated utility software products in support of business processing requirements and operating and service level agreements and in accordance with established routines. The incumbent will be responsible for performing software installations and upgrades to operating systems; authorisation and monitoring of access to computers or infrastructure in accordance with established organisational policy, all under direct supervision. This includes the investigation of unauthorised access, and the performance of other administrative duties relating to security management.
WHAT WILL YOU DO?
ICT Infrastructure and Applications Systems Support
- Support RMA Domain and Directory services, including, but not limited to maintaining services utilizing Microsoft Servers over a multi-site environment, including physical and virtual infrastructure
- Assist with daily operations remotely and on-site, including monitoring, health checks, alerting, troubleshooting, reporting, incident and problem management, capacity management, provisioning, hardware and software configuration, patching, upgrades and performance monitoring / tuning of ICT infrastructure and connectivity
- Ensure the highest level of systems and infrastructure availability
- Escalate and mitigate any ICT Infrastructure risks, including but not limited to security threats, vulnerabilities and risk exposure, within agreed secure scores. Which includes e-mail security, Patch Management, Security Incident detection, response and recovery
- Consistently maintain and audit backups for disaster recovery needs, as well as monitor and configure any virus protection software
Provide support with IT service requests and system
- Provide troubleshooting on all systems within organization including workstations, servers, network equipment, and supported applications
- Assist with resolving critical alerts (Security and Infrastructure) with regards to the ICT environment and network
- Resolve calls within agreed SLA’s, update Service Desk calls and tracking on issue resolution
- Log and manage service requests and escalate major and critical incidents to the Systems Administrator Team Leader or to external service providers
- Follow up on logged service requests and helpdesk escalations
- Support internal and external users with connectivity to the relevant system
- Administer system users and parameters.
- Liaise with service providers and users on the progress of service request
- Adhere to Change control procedures throughout the lifecycle
Project Participation
- Actively participate in projects and technology implementations as per Project plans, risks, deliverables and timelines
- Adhere to RMA Change Management policies and principles.
- Participate in Solution design as required
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 6 Qualification in Computer Sciences or equivalent
- ITIL Foundation
- Microsoft Certification on Windows 10 and Office applications. Including A+ or N+ qualifications
- Microsoft Certification on Windows Server 2016, Skype and Azure Cloud Technologies
- 4 – 6 years’ experience in Information Technology
- Proficient in the application of Microsoft Windows, Windows Server Operating Systems, Azure, Office 365, Networking, Printers and end user applications.
- Proficient in computer systems, technologies and peripherals (Azure Cloud Technologies, Information Security, Virtual Private Networks, Local Area Networks, Wide Area Networks, Desktops, Backup software, Notebooks, Skype, Telephone management systems, Physical and Logical Access Control, Tracking systems, Audio Visual equipment and Surveillance systems)
- Understanding of the relevant IT Frameworks, such as COBIT and ITIL
- Understanding of the relevant Service Management practices, defined in these frameworks, such as Incident, Problem and Knowledge Management
- Proficient in Information and Cyber Security as well as Data Protection principles
- Good working knowledge and understanding of computer systems and technologies
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- As the Senior Actuarial Specialist - Product Pricing, you will be reporting into the RML: Head of Actuarial, you will be responsible for the development and maintenance of life pricing models and providing actuarial support and insights to the Life business. An integral part of the role will also be supporting business with insights and producing reports for the executive and various committees.
WHAT WILL YOU DO?
- Actuarial business support to RML
- Provide insights on various actuarial metrics to the executive and management team
- Assist in product development and pricing modelling process and implementation
- Develop and maintain and pricing models
- Reporting and stakeholder management
- Manage relationships within the company and with stakeholders
- Prepare and submit monthly reports of the Key Performance indicators for the actuarial reporting function
- Monitor actual to expected on a monthly basis
- Monthly reporting of risks on risk register
- Effectively assess and report on problem areas
- Regulatory compliance
- Ensure that all work performed in terms of required standard and regulation
- Ensure that all company policies and procedures are adhered to
- Ensure timely submission of various periodical reports
- Mentor, supervise and train staff
- Assist, participate in or provide related support for any ad hoc projects as and when required
WHAT YOU'LL BRING TO THE TABLE?
- Actuarial degree
- Progress towards actuarial exams – 8-10 Technical Actuarial Exams, preferably:
- 5 years experience
- Previous life insurance experience
- SAM reporting experience
- Life and group life product and pricing experience and models
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- As the Company Secretarial, you will be responsible for efficiently and effectively managing and providing comprehensive company secretarial and corporate governance support to the Group.
WHAT WILL YOU DO?
Manage the Corporate Secretarial and Governance function:
- Provide input into and update the Group Governance framework
- Attend to all statutory company secretarial needs of the Group
- Prepare and submit regulatory returns to CIPC as well as relevant notifications and applications to the Prudential Authority
- Provide ongoing support to the Board and Board Committee chairs
- Attend Board and its Sub-Committee Meetings of the Board and its Sub-Committees (including EXCO)
- Train the Board and Sub-Committees (Arrange external training/briefing sessions, and arrange for the induction for new Board and Sub Committee Members (Internal and External: Gordon Institute for Business Sciences’ Board Leadership Programme)
- Attend to all director and committee member queries
- Coordinate dividend declaration communication to shareholders
End-to-end committee meeting administration:
- Prepare and draft agendas and other meeting papers for the Board and its Sub-Committees (including EXCO)
- Prepare meeting packs for the Board and its Sub-Committees
- Prepare and circulate resolutions
- Draft minutes and action sheets for the Board and its Sub-Committees (including EXCO)
- Prepare the Annual Meeting Calendar for the Board and its Sub-Committees (including EXCO)
- Update annual work plans for the Board and its Sub-Committees
- Update Board and Sub-Committee Charters and Terms of Reference
- Update minute books for the Board and its Sub-Committees (including EXCO)
- Update the annual Directors’ and Sub Committee Members’ Toolkits with updated policies/terms of reference/workplans
- Implement and maintain procedures where relevant
- Administer Diligent and upload meeting packs into Diligent for the Board and its Sub-Committees
- Attend to all preparation’s incidental to the Annual General Meetings for RMA and RMA Life
Compliance and Reporting:
- Maintain updated statutory records
- Provide general legal advice to Exco
- Provide general governance and advise on good governance practice and other services that may be required from a Company Secretary
- Monitor and communicate all legislative changes affecting the RMA Group
- Responsible for the preparation and submission of notifications and applications to the prudential authority
Team management:
- Set staff and departmental performance targets and expectations, ensuring that the targets and expectations are achieved through regular monitoring and management
- Effectively delegate work to the team
- Identify training requirements for staff, through effective staff management and assist them in meeting their training requirements
- Assist in identifying and recruiting new staff members for the team as and when required
- Identify, develop and retain high potential employees within the team and ensure succession plans are in place for business continuity
- Contribute towards making RMA a Best Company to Work for by improving engagement levels of staff within the team through the development of sound retention and communications plans in collaboration with the HRBP.
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 7 Legal Degree Diploma in administration /relevant secretarial qualification
- Institute of Chartered Secretaries (CSI) (preferred)
- Minimum 5 years in a similar role
- Registration with relevant professional body
- Companies act 2008 as it relates to the administration of companies and statutory requirements
- Knowledge of Microsoft office suite (word, excel, power point)
- Relevant Legislation and Regulatory Knowledge (Insurance Act knowledge preferred)
- Ability to apply King IV Principles
- Corporate law experience
- Excellent writing skills – ability to take minutes of meetings
- Excellent interpersonal skills
- Ability to think critically
- Ability to liaise effectively at a high level
- Good command of and fluency in the English language (written and verbal)
- Ability to interact with the Prudential Authority, Registrar of Companies and Compensation Commissioner of the Department of Labour and other relevant regulators.
- Very good organisational skills and attention to detail
- Professional demeanour
- Confident
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- As a Stakeholder Training Consultant, you will be responsible for providing product, process and system training to Employers and their Employees and contributing to high levels of customer satisfaction and loyalty.
WHAT WILL YOU DO?
Provide input into the design and, development of training material:
- Provide input into the development of a training strategy and plan and implement both in line with business needs and manage special projects
- Liaise with employers to identify Employer Member training needs, expectations and preferences
- Provide input to L&D in the designing of training material and identify training platforms to ensure high engagement with training.
Provide product, process and online services training:
- Design the Annual training calendar for Employers/ Healthcare providers that includes workshops and seminars
- Manage the scheduling of the training interventions including securing the venue and all relevant logistics by liaising with the relevant representatives of Employer Members
- Provide necessary training as per stakeholder requirements (incudes workshops, seminars etc. as and when required)
- Conduct training sessions with Employers to actively drive usage of RMA online services platforms
- Manage the attendance of training interventions through the preparation of attendance registers as well as thorough and accurate record keeping
- Engage, liaise and work with internal and external stakeholders in the execution of the training framework and programmes and report such on a regular basis
- Ensure that the identified training interventions are managed and executed seamlessly and report on deviations that may pose risks
- Report on training progress against plans
- Conduct evaluations of training programmes to identify areas of improvement
- Introduce new training methods to improve productivity
- Manage training budgets
Build and maintain good relationships with customers:
- Build and maintain good relationships with RMA Employer Members
- Address customer queries and complaints based on the rating of training intervention/feedback from the Employer
- Manage external Training Consultant and ensure training is conducted in line with expected levels.
Identify and follow up on new business opportunities and refer them to the sales team:
- Keep abreast of and apply the latest teaching techniques to a corporate training environment
- Ensure customer contact details are kept up to date on the RMA system
- Identify cross-selling and up-selling opportunities
- Identify areas of improvement in customer touchpoints
Ad hoc projects:
- Participate in and complete ad hoc projects and duties as required
WHAT YOU'LL BRING TO THE TABLE?
- NQF Level 6: Diploma in a FAIS recognised qualification
- Insurance qualification (advantageous)
- Training qualification/ certificate
- Assessor/moderator accreditation (advantageous)
- 3 – 5 years’ experience with 5 years in the insurance claims environment and 2 years in facilitating learning interventions for groups and individual learners
- Short-term insurance / Medical Insurance or Long-term Insurance
- Must be proficient in MS Office, Word, Excel, PowerPoint & Outlook.
- Proven experience evaluating learning interventions
- Proven experience identifying learner skills/competency gaps
- Min 2 years’ experience in learning material design & development.
- Experience in managing customer relationships
- Experience in identifying customer needs
- Experience in handling customer complaints
- Strong facilitation skills to individuals and groups.
- Strong learning material design skills.
- Ability to analyse and evaluate the effectiveness of learning interventions.
- Knowledge of COID and Life Insurance Products
- Must be proficient in MS Office, Word, Excel, PowerPoint & Outlook
- Understanding of insurance value chain
- Excellent oral, written and interpersonal communication skills.
- Fast learner
- Willingness to travel
- Multilingual
Method of Application
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