Fresh Jobs at AVBOB South Africa

Description

• The Service Delivery Specialist will play a critical role in supporting the business by overseeing the delivery of internal and external technology solutions. This role focuses on optimising project delivery, continuously improving processes, and managing relationships with key stakeholders, partners, and teams, external technology solutions, with a business development focus. The Service Delivery Specialist will ensure that technology-driven operations are aligned with the company’s strategic goals within business development and can meet evolving business demands.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Technology Infrastructure Management: Ensure that IT systems, infrastructure, and data are available and effectively managed to support the evolving needs of the business.
• Continuous System Improvement: Oversee the maintenance, upgrades, and monitoring of all technology systems to maintain optimal performance and security.
• Service Desk Management: Lead the ongoing improvement of the Service function, ensuring SLAs with solution partners are met and exceeded.
• Adopt New Technologies: Collaborate with IT teams to evaluate and integrate new technologies that support business growth and operational efficiency.
• Feedback and Quality Management: Gather customer feedback, identify areas of improvement, and implement enhanced processes to drive service quality and customer satisfaction.

Client and Stakeholder Management

• Client Relationships: Build and maintain strong relationships with clients and stakeholders, understanding their requirements, managing expectations, and ensuring satisfaction through effective service delivery.
• Communication & Reporting: Keep stakeholders well-informed with regular communication on project progress, setbacks, and milestones.
• Vendor and Partner Management: Manage multiple vendors to ensure alignment with business and technical objectives, including monitoring and reporting on service levels and performance.

Project and Process Management

• Project Coordination: Oversee multiple projects simultaneously, ensuring resource allocation, timelines, and deliverables are aligned with business objectives.
• Development of Business Requirements: Collaborate with product and technical teams to develop business requirements that support new product development across multiple technology partners.
• Integration and Collaboration: Ensure robust integration plans are in place and work closely with ICT and application development teams to deliver effective solutions.
• Service Improvement: Implement continuous improvement initiatives, proactively identifying areas for process enhancements and driving operational efficiency.

Incident and Problem Management

• Critical Incident Management: Take ownership of critical incidents, ensuring effective communication between resolution parties and stakeholders, and conducting thorough post-incident reviews.
• SLA and Service Performance Monitoring: Conduct regular reviews of SLA performance, ensure adherence to service credits, and maintain thorough documentation of service-related incidents.

Service Management:

• Operational Oversight: Ensure high-performance levels for service-related processes, driving improvement activities where necessary.
• Problem-Solving: Analyse complex service delivery challenges, proposing effective solutions, and making quick decisions to resolve service issues.
• Service Optimisation: Continuously evaluate internal and third-party processes, driving service delivery optimisation and efficiency
• Best Practices: Embed industry best practices into daily operations and service management processes, consistently seeking ways to elevate service delivery standards.

Requirements

• Bachelor’s Degree in IT or Information systems or Business management
• 7 Years' experience in a similar role

Knowledge and Experience

• Experience or familiarity with process management and/or continuous improvement.
• Strong analytical and quantitative skills.
• Experience on statistical and/or data management tools.
• Ability to meet deadlines in a fast-paced changing environment.
• Excellent planning, prioritisation, and organisational skills.
• Excellent interpersonal and verbal & written communication skills.
• Demonstrated collaboration, negotiation, and conflict resolution skills.
• Analytical, problem solving & root-cause analysis skills.
• Strong interpersonal, communication, and leadership skills with the ability to influence and collaborate across teams and stakeholders.
• Demonstrated capability in critical thinking, problem-solving, and root-cause analysis.
• Strong understanding of IT systems, infrastructure, solution architecture, and emerging technologies, with the ability to bridge business and technology perspectives.
• Understanding of business processes & policies.
• Organised and structured personality.
• Experience in decision-making, resource planning, and service performance management.
• Innovative / Creative thinker.
• Analytical skills.
• Coaching and mentoring.
• Decision Making.
• Strong planning, prioritisation, and organisational skills.
• Continuous improvement.
• Excellent report writing, financial acumen, and operational knowledge.

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Description

• We are looking for a motivated and detail-oriented Member Rewards Administrator to join our team at AVBOB. The ideal candidate will be responsible for supporting the AVBOB Member Rewards programme, ensuring smooth administration, and enhancing customer satisfaction through timely query resolutions and member engagement. If you thrive in a dynamic environment and have a passion for customer service and data management, this could be the role for you!
• You will be working for a company that is over 100 years old with strong values which are customer centric.  In return for your services, you will be paid a competitive remuneration package.  You will be working for an organization that values employee development and rewards excellent performance.

Key Responsibilities:

• Address and escalate member inquiries received through various channels (social media, email, branches, and contact centre) and categorize them for resolution.
• Support the Member Rewards Specialist by providing key information to investigate and resolve member queries.
• Assist in identifying the root cause of recurring issues and effectively communicate resolutions to members and staff.
• Ensure adherence to data security, confidentiality, and privacy policies, particularly in line with the Protection of Personal Information Act (POPIA).
• Collect, validate, and organise member data to enable accurate programme reporting.
• Track and report on programme performance, including member engagement, opt-ins, and queries, assisting the Member Rewards Specialist in weekly and monthly reporting.
• Gather consumer feedback via surveys and other channels and report findings to the Member Rewards Specialist.
• Assist with documentation for AVBOB Member Rewards activations and roadshows, coordinating with the AVBOB Gig Rig team for merchandise, supplier documents, and other logistics.
• Schedule and facilitate monthly meetings between the Member Rewards Specialist and Member Value interns, including compiling agendas, taking meeting minutes, and following up on action items.
• Share roll-out plans with the interns during monthly meetings as approved by the Member Rewards Specialist.
• Ensure that TCF (Treating Customers Fairly) principles are embedded in your work culture and responsibilities.
• Facilitate supplier invoice settlements by managing the loading of suppliers onto the AVBOB supplier database, processing quotes and invoices, capturing them into the payment system, and liaising with the Finance Department for timely payment processing

Requirements
An NQF Level 7 degree in one of the following fields:

• Finance
• Accounting
• Information Systems
• Marketing Management
• Business Administration
• At least 2 years of experience in a related field, such as loyalty and rewards, customer service, or data analytics.
• Previous experience in loyalty programs or benefits is preferred.
• Strong data analysis and reporting skills.
• Proven ability to research, analyze, and solve problems effectively.
• Experience working in fast-paced, demanding environments.
• Excellent communication and interpersonal skills.
• Proactive, deadline-driven, and able to manage multiple tasks efficiently.
• Attention to detail with a strong focus on accuracy.
• Strong problem-solving and teamwork abilities.
• Customer-focused with a passion for delivering exceptional service.

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Description
To implement the insurance operations strategy and business plan.

• Analyse the Insurance sales strategy and implement a sales operational strategy that determines and addresses business imperatives.
• Monitor and implement the execution of the business plan and align with operations strategy.
• Define the objectives and outputs for Insurance tied agent sales and align with departmental strategy.
• Develop strategic sales plans to reach required goals by means of individual and team efforts.
• Develop and implement strategic sales plans to accommodate corporate goals.

Directs tied sales forecasting activities and set performance goals accordingly.

• Initiate and coordinate development of action plans to source new markets.
• Prepare periodic sales report showing sales volume, potential sales and areas of proposed client base expansion.
• Responsible for the development and performance of all tied sales activities in assigned market.
• Establish plans and strategies to expand the customer base.
• Develop a business plan and sales strategy in collaboration with GM; Alternative Channels, for the market and ensure attainment of company sales goals and profitability.

To provide direction on strategic priorities

• Communicate the strategic priorities to the entire province.
• Highlight focus areas and measure the implementation of the strategic priorities.
• Identify and implement initiatives that support the execution of strategic priorities.

Management of provincial budget

• Analyse and control expenditure of division to conform to budgetary requirements.
• Analyse the business plan to determine financial requirements for the province.
• Measure trends and manage financials for the province.

Management and development of staff

• Manage by leading and directing to ensure staff members perform at optimum productivity level.
• Drive targets and establish business relationships.
• Manage and control sustainable business relationships in support of new business opportunities and align with company values. 
• Interact with external clients and is involved in conflict resolution, providing guidance on policies.

Requirements

• B. Com degree or equivalent
• Proficient in MS Office Suite (MS Word, MS Excel, MS PowerPoint).
• Be in possession of a tertiary qualification in marketing or sales
• RE 1
• Up to 8 years relevant management experience.
• 3 Years relevant supervisory experience
• Computer literacy – intermediate
• Funeral Service Industry Knowledge
• Long Term Insurance Industry Knowledge
• Decision making skills 
• Interpersonal skills 
• Leadership skills
• Analytical skills
• Business Acumen