Current Vacancies at Rand Mutual - RMA

THE JOB AT A GLANCE

As the Junior Contact Centre Agent, you will be reporting to the Team Leader: Contact Centre. You will be required to render client service by responding, processing, and resolving customer requests and queries via telephone and email. You will be required to provide clients with information regarding RMA products, and reduce risk through adhering to internal process. You will also be required to deliver a consistent, quality client experience by providing service and support to existing clients.

WHAT WILL YOU DO?

• Handle customer inquiries both telephonically and by email:
• Answer calls and respond to emails
• Maintain desk SLA through adherence to schedules, defined processes and workplan
• Follow-up on customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs and issue reference numbers to customers
• Manage and resolve customer complaints
• Provide customers with accurate product and service information in an efficient manner
• Verify/authenticate client details
• Adhere to compliance and regulatory requirements
• Research required information using available resources
• Update existing customer personal information
• Assist clients to submit claims electronically and complete relevant applications forms.

Identification, escalation and/or referral of queries:

• Identify and escalate priority issues
• Identify and escalate/refer queries/calls to the relevant department for action
• Route calls to appropriate resource.

System assistance:

• Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
• Assist clients with how to upload documents onto the system
• Assist with password reset queries for online services
• Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

Ad hoc workflow assistance:

• Support the contact centre team by providing any assistance on client queries as and when necessary.

WHAT YOU'LL BRING TO THE TABLE?

• Grade 12 (Required)
• 1 Year in a Contact Centre environment – in a customer service role.
• Experience in medical aid or insurance servicing (added advantage)
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills
• Experience in Contact Centre telephony and technology
   

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THE JOB AT A GLANCE

As an Administration Helpdesk, you will be responsible for effectively and efficiently capturing data, imaging, indexing, providing administrative support and attend to client/customer queries (no advice to be given).

WHAT WILL YOU DO?

• Data capturing/entry (including telephonic reporting)
• Capture information on calls received (Contact Centre), and where required maintain detailed and accurate records
• Perform reception duties in an efficient, professional and courteous manner
• Communicate and liaise verbally and in writing with customers/suppliers/ and visitors (no advice provided)
• File data and perform other routine clerical tasks as assigned
• Receive, sort, barcode, scan, batch, index and distribute incoming mail in accordance with standard operating procedures/Technical Committee instructions/and Service Level Agreements
• Compiling records of office activities
• Update existing customer personal information
• Assist clients to submit claim claims electronically and complete relevant application forms (no advice only on procedure)
• Complete ad hoc duties as requested and responded to in the stipulated time frame

WHAT YOU'LL BRING TO THE TABLE?

• Grade 12 (Required)
• COIDA in Practice or Insurance Qualification an advantage
• Diploma in Office Administration/Secretarial (Added advantage)
• At least 1 year industry related experience
• Knowledge of administrative and clerical procedures
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills

Requirements:

• Grade 12 (Required)
• COIDA in Practice or Insurance Qualification an advantage
• Diploma in Office Administration/Secretarial (Added advantage)
• At least 1 year industry related experience
• Knowledge of administrative and clerical procedures
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills

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THE JOB AT GLANCE

Reporting to the Organisational Effectiveness Head, the incumbent will be responsible for analysing, diagnosing, designing, developing, project managing and delivering organisation development initiatives and services. This position will provide strategic and tactical OD consulting support in areas pertaining to job profiling, competency framework maintenance, change management, career development and succession planning.

Requirements:

WHAT WILL YOU DO?

Job description, specification and profiling implementation, administration and maintenance, ensuring that all employees have signed job descriptions.

• Develop new job profiles for business as and when required and assist business with reviewing existing profiles to ensure alignment.
• Manage and maintain the organisation structure within the human resources information system.
• Assist with the development of talent and OD related policies and procedures
• Manage and maintain the job descriptions within the human resources information system
• Design, implement and maintain the competency model as framework for Talent Management
• Execute organization development & design processes
• Continuous Research and benchmarking of processes
• Development planning and career guidance
• Career pathing implementation and administration
• Career development programs and events
• Succession Planning and High Potentials’ process implementation and administration
• Succession planning. Guides and consults with leaders to develop talent, HIPO, succession plans and replacement plans, leads organizational talent review process, career paths and development plans for high potential leaders. 
• Process owner for organizational development and ensures that leadership development programs are tailor made for RMA’s leadership team.
• Talent mapping of employees
• Identification of scare and critical skills
• Implementation of mentorship and coaching programs for identified successor and HiPo’s
• Assist with the development of a retention strategy
• Exit interview analysis and preventative measures communication
• Provide line management with analytics and reports
• Development of alumni desk and quarterly communication to RMA alumni
• Implementation and administration of Change Management initiatives
• Business need identification and HR solution alignment to improve business, team and individual performance
• Undertake projects associated with human resources
• Employee Engagement. Assist the company in creating a “best company to work for” culture.  Manage the annual employee survey process and the facilitation of feedback and development of follow up action plans.  Facilitates employee focus group sessions to ensure employee engagement.
• Line manager support on relevant OD / HR initiatives and programmes
• Provide consultancy and advisory service to management and staff on all Talent Management related matters

WHAT YOU'LL BRING TO THE TABLE?

• Honours degree in Industrial Psychology
• Registration at the HPCSA as a Psychometrist is advantageous
• 4 to 6 years’ experience in Organisational Development

Job description / job profiling experience

• Practical experience in Talent Management
• Knowledge of HPCSA regulations in so far as it pertains to psychometric assessments
• Knowledge of ethics & principles underlying the use and interpretation of psychometrics
• Knowledge of Organisational Development theories and principles
• Knowledge of integrated Talent management practices
• Knowledge of project and change management methodology
• Working knowledge of relevant employee legislation (e.g. EE)

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THE JOB AT GLANCE

The Application Support Manager will be responsible for effectively and efficiently managing the Application and Production Support team to ensure quality development, testing and support delivery within the defined SLA’s. The incumbent will also be responsible for reviewing change requests and provide input into development and support requirements.

Requirements:

WHAT WILL YOU DO?

• Planning and Management of Developers
• Ensure that strategic and operational plans for the team members to be run past Manager
• Ensure implementation of the approved plans by supervising staff
• Monitor and review plans on an ongoing basis
• Design, develop, enhance, and maintain computer systems
• Conduct checks on codes to ensure that the code is of an appropriate standard and that system is functioning optimally
• Conduct unit tests to ensure proper functioning and operations of software on systems 
• Oversee the delivery of test analysts
• Allocate and supervise work of project team
• Configure and optimize applications
• Design, develop, enhance, and maintain system reports
• Recommend ideas and solutions to guide developers to choose the best and most robust option for code flow

Reporting and Meeting Attendance

• Attend and participate unit meetings/stand-ups to check-in with the team
• Attend and participate in ad hoc meetings
• Timeous submission and quality of monthly and ad hoc reports, as required

Team Coaching and Support

• Provide team members with support and coaching through frequent informal and formal discussions
• Ensure team members comply with standards and procedures
• Provide support to the ICT Operations Manager during performance reviews to monitor and improve the performance of the tea                                                                                                 

WHAT YOU'LL BRING TO THE TABLE?

• NQF Level 6: Industry Diploma in BSC Information Technology or equivalent
• 6 - 10 years relevant IT experience; SQL, .net, C#, visual studio, webforms
• 1 – 3 years team lead experience
• 5 - year experience with design patterns
• 3 years’ experience with mobile applications (preferred)
• Ability to liaise with stakeholders on all levels
• Ability to work with data and computer programs to build system solutions
• Write technical specifications
• Configure and optimize applications
• Implement and develop reports on MS reporting services
• Insurance/financial industry experience related to systems