Current Vacancies at Innovation Group South Africa

Description    

•  Provide first line Digital support customers, repairing dealers and Brokers. Website + Application.
•  Face of the business for social media tracking, responses and resolution of social media compliments and complaints.
•  SME and super-agent for initial suite of Hoot + Broker products on the new system.

Education – Essential:

•  National Certificate: Autotronics or a similar motor trade certification (NQF level 5)

Education – Preferred:

•  RE 5 / FAIS advantageous

Experience – Essential:

•  At least 2 years' experience with digital-based and online information systems
•  3 years' experience in a Customer Service, Claims Handling and Customer Experience environment

Experience – Preferred:

•  Experience within the insurance/financial services industry
•  Proficient using Microsoft Office
•  Experience in managing social media platforms
•  Ensure that first call / first contact resolution is maintained through platform acknowledgement and customer management.
•  Ensure availability through mobile or Laptop

 Claim review from service shop before auto process.

Key Responsibilities    

•  Contribute to the success of Hoot Dept.
•  Claims cost management.
•  Work within Mandate for cost control
•  Be available at the right time to perform duties (schedule adherence)
•  Participate in learning and development activities.
•  Perform in accordance with the new way of work - Digital, from anywhere.
•  Custodian for system and website understanding.
•  End to end customer support & management. Dealers, Direct and Broker.
•  Participate in pro-active and corrective actions as required to ensure service delivery
•  Ensure first call resolution is maintained with all customers.
•  Ensure that customers are given clear information and are kept appropriately informed before, during and after the call.
•  Providing incident management to Tech provider in accordance with predetermined SLA’s
•  Ownership of social media activities.
•  Participate and contribute to a positive company culture
•  Create a culture of ownership and accountability throughout the organisation in support of our values
•  Ownership of more than just duties

Applications Close Date    19 Jul 2023

go to method of application »

Description    

•  To provide professional support services to the Innovation Group and their clients, assistance to other teams within in Technology and afterhours support when required.
•  To participate and maintain the Innovation Group ITIL processes, IT audits, Audit Factory, Compliance and Customer Service engagements.
•  Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
•  Implement IT controls to mitigate risks and improve compliance.
•  Develop, assess, analyse and implement internal technology processes within Technology to ensure customer centric and effective business processes.
•  Assist with the compiling of incident, problem, audit and board reports.

Education – Essential:

•  A Matric Certificate or Equivalent NQF Level 4 Qualification
•  ITIL foundations certified.

Education – Preferred:

•  Qualifications in ITIL specialist intermediate courses would be an advantage.
•  A bachelor's degree IT/Computer Science or equivalent would be an advantage.
•  Information Security accreditation would be an advantage.

Experience – Essential:

•  A minimum of at least three years' experience as a Service Desk agent within the Technology field
•  Regular participation in incident management for Severity 1 and 2 incidents

Experience – Preferred:

•  Experience as a Service Manager within the Technology field
•  Experience in ITIL process implementation and management
•  Experience in IT audit and compliance management
• Key Responsibilities    Finance
•  Grow the value of Global IT Operations with regards to IT compliance, Audit management, service delivery and benefits.
•  Continual iterative improvements on processes to be made to delivery operational efficiencies that contribute to the success for the company - efficiencies, productivity, stability, compliance, risk reduction/elimination.
•  Improve visibility and monitoring through reporting. Timeous, professional reporting.
•  Analyse reports to identify areas of improvement, growth or risks. Ensure meaningful reporting to drive continual service improvement.

Customer

•  Build strong relationship in the Technology team and with the Business teams.
•  Ensure the effective interaction with direct staff, clients (internal & external), auditors, business partners, suppliers, service providers, subsidiary companies, business units and divisions.
•  Manage assigned projects end to end according to project standards. The focus on how projects is managed in order to reach the end result.
•  Build and maintain business relationships with stakeholders.
•  Manage the ITIL processes end to end for IG according to training provided and the processes that have been put in place.
•  Escalate problematic issues in line with the Technology processes.
•  Facilitate process rollout communications and discussions with relevant users and stakeholders.
•  Follow up on services/support requested from internal stakeholders.
•  Timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.

Risk and Governance

•  Help to manage and participate in internal and client audits.
•  Improve the audit repository by promoting the centralisation of the audit function and audit information, improve audit interactions end to end with each audit, improve communication, preparing for the audits in advance and completion of audits.
•  Improvements for user attestations for tacking, follow ups and reporting on completion of the attestations.
•  Expand and continue growing Frequently asked items.
•  Keep track of findings and regularly meet with the teams to resolve these findings.
•  Identify risks, mitigate the risks with processes or policies, where the risks cannot mitigated raise the risks within the risk register. Set up and maintain a process where risks can be raised and tracked formally.
•  Self and team adherence to policies, procedures, processes and house rules.
•  Ensure that policies are reviewed and signed off within the required timeline by Technical Managers and Global Heads. Report on the progress of policy reviews.
•  Assist with the management of the Change, Incident and Problem management functions.

People

•  Help to coach/train staff members in the Technology processes.
•  Form part of a culture of ownership and accountability throughout the organization in support of our values. Demonstrate how you live out the values daily.
•  Own development through personal growth and studies.
•  Actively participate in team initiatives and functions. Motivate team and assist in creating an environment that contributes to employee wellbeing and growth.
•  Encourage frequent knowledge sharing between team members.

go to method of application »

Description  

•   To provide professional support services to the Innovation Group and their clients, assistance to other teams within in Technology and afterhours support when required.
•  Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
•  Conducts trend analysis of series data to determine common occurrences and recurring issues. Implement improvements observed.
•  Acts as liaison between users and information technology department on problem areas, managing client expectations and incidents.
•  Manage the implementation of processes and process adherence within the IT Operations area to facilitate the mitigation of risks, growth of the department's services or improve customer services.

Education – Essential:

•  A Matric Certificate or Equivalent NQF Level 4 Qualification
•  ITIL foundations certified.

Education – Preferred:

•  Qualifications in ITIL specialist intermediate courses would be an advantage.
•  A bachelor's degree IT/Computer Science or equivalent would be an advantage.
•  Information Security accreditation would be an advantage.

Experience – Essential:

•  A minimum of at least three years' experience as a Service Desk agent within the Technology field
•  Regular participation in incident management for Severity 1 and 2 incidents

Experience – Preferred:

•  Experience as a Service Manager within the Technology field
•  Experience in ITIL process implementation and management
•  Experience in IT audit and compliance management

Key Responsibilities    

• Finance
•  Grow the value of Global IT Operations with regards to IT compliance, customer service management, service delivery and benefits.
•  Continual iterative improvements on processes to be made to delivery operational efficiencies that contribute to the success for the company - efficiencies, productivity, stability, compliance, risk reduction/elimination. Optimisation and automation.
•  Improve visibility and monitoring through reporting. Timeous, professional reporting. Conducts trend analysis of series data to determine common occurrences and recurring issues.
•  Analyse reports to identify areas of improvement, growth or risks. Ensure meaningful reporting to drive continual service improvement.
•  Implement improvements, growth and risk mitigation.
•  Assist in the management and upkeep of the Fresh Asset Inventory.

Customer

•  Timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems.
•  Build strong relationship in the Technology team and with the Business teams.
•  Ensure the effective interaction with direct staff, clients (internal & external), auditors, business partners, suppliers, service providers, subsidiary companies, business units and divisions.
•  Manage assigned projects end to end according to project standards. The focus on how projects is managed in order to reach the end result.
•  Build and maintain business relationships with stakeholders.
•  Manage the Global Service Desk processes to ensure all processes have been documented, communicated and trained.
•  Manage escalations and ensure timely feedback.
•  Identify areas to improve customer experience and to align with customer needs.
•  Help to manage ticket queues and the progression of tickets where needed.
•  Create and maintain Fresh Analytics reports to provide meaningful information to clients on a regular basis.
•  Help to administrate the Fresh Service Desk instance.

Risk and Governance

•  Participate in client, security or compliance audits where required.
•  Internally audit team processes to identify corrective actions and ensure process alignment. Correct processes where needed or implement controls to mitigate risks.
•  Ensure that all scheduled Audit tasks are completed in the specified time frame, ensure that the scheduled tasks are updated with the information required before resolving the ticket.
•  Audit the Monthly HR termination control process for all regions.
•  Ensure that agents are kept up to date and trained on new processes and procedures rolled out within the GSD.
•  Implement new processes with appropriate documentation and communication.
•  Self and team adherence to policies, procedures, processes, and house rules. Ensure the GSD follow the GDPR and POPI acts when we work with personal information.
•  Raise non-compliance with management so that the item can be addressed to mitigate or reduce risks.
•  Adhere to the Incident management and change management policy to manage impacting incidents and assist with change management.

People

•  Train staff members in the Technology processes.
•  Form part of a culture of ownership and accountability throughout the organization in support of our values. Demonstrate how you live out the values daily.
•  Own development through personal growth and studies.
•  Actively participate in team initiatives and functions. Motivate team and assist in creating an environment that contributes to employee wellbeing and growth.
•  Encourage frequent knowledge sharing between team members.

go to method of application »

Description    

•  The Service Desm, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshootink Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking systeg basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Key Responsibilities    

•  A minimum of 2 years as a Service Desk agent (multi-faceted call centre)
•  Intermediate to advanced knowledge of Microsoft Office
•  Support for computer hardware and any authorized desktop software
•  Exceptional written and oral communication skills
•  Exceptional interpersonal skills, with a focus on listening and questioning skills
•  Support for computer hardware and any authorized desktop software
•  Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.