Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Key Purpose of the role
- The Dual Scheme Senior Administrator is responsible for the day-to-day administration of Umbrella Fund Operations and Group Risk Billing within the Retirement Funds business unit. This includes managing Retirement Fund disciplines—such as contributions, claims, transfers, and regulatory processes—and administering Group Risk policies, reassurance premiums, Vitality billing, broker changes, and related queries.
- The role ensures accurate integration of fund data and financial transactions, compliance with regulatory frameworks, and continuous improvement of processes. The incumbent supports strategic initiatives to streamline fund consolidation, enhance operational efficiency, and deliver committed services to clients, while actively contributing to change management and team motivation.
- The incumbent will continually review existing processes and procedures in order to ensure the delivery of committed services to the Umbrella Fund and Group Risk Clients.
Areas of responsibility may include but not limited to
- Processing of all daily and monthly transactional activity within agree service levels.
- Performing QA function for document verification where necessary.
- Ensure that day to day administration is accurate, compliant and abreast with regulatory frameworks such as, Pension Funds Act, Tax Act, Rules of the Discovery Life Umbrella Pension and Provident Funds, Participating employer special rules. Ensures delivery of key operational attributes such as data completeness and data quality.
- Strong understanding of retirement fund operations and regulatory requirements.
- Excellent data reconciliation and validation skills.
- Effective communication and stakeholder management abilities.
- Attention to detail and commitment to accuracy.
- Ability to work independently and collaboratively in a team environment.
- Process data comparison through the web to prepare reconciliation of premiums to ensure that the client is applying correct rates against internal billing.
- Ensure underwriting team is provided with accurate information from the data comparison to prepare their audits.
- Liaison with both internal and external clients to ensure resolution of client queries (TWT); as per SLA
- Responsible for entire billing process including monitor monthly billing, contributions allocation and sending statements
- Compare bank statement against scheme batch remits to ensure the accurate allocation of payments/premiums to correct schemes. Issue credit control where necessary
Personal Attributes and Skills
- Self-starter with a high attention to detail and be able to multi-task
- Good at follow through
- Exceptional ability to communicate written and orally
- Advanced understanding, able to troubleshoot and guide others
- Is motivated by the possibility of a positive future irrespective of present conditions
- Finds sustainable solutions to difficult or complex issues using rigorous methods
- Actively learns through experimentation when tackling new situations
- Consistently exceeding goals despite obstacles
- Perseveres through adversity and recovering quickly from setbacks
- Builds effective working relationship with people both similar and different to self
- Gains the confidence and trust of others though consistent honesty, integrity and authenticity even under challenging circumstances
- Excellent Time-Management and Organizational Skills
- Must be team orientated, willing to assist other team members in the office
- Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
- Outstanding customer service skills
Education and Experience
- Matric – essential.
- 3-5 years retirement funds, umbrella fund experience – Essential
- Diploma / Bachelor of commerce degree, Bachelor of Science in IT, Bachelor of Science in Mathematical Science (advantageous) and related qualifications
- Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds – Advantageous
- 3 -5 years’ experience in the Group Life, employee benefits, retirement funds and umbrella industry.
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Key Purpose
- Resolves and triages incidents common to a set of tickets, by analysis of underlying systems, evaluation of alternatives and the coordination of the implementation of fixes.
Areas of responsibility may include but not limited to
- Confirm that a fix/work-around is implemented on the incident tickets received to ensure that functionality has been restored
- Identify issues from sets of tickets by conducting trend analysis
- Provides periodic reporting on incidents, as well as Incident Reports for major outages
- Create an end of day summary report on Incidents to ensure the management team and relevant stakeholders are kept up to date
- Review records produced by Junior team members and provide recommendations for improvement and enhance processes where applicable
- Adhere to standard operating procedures and appropriate policies to ensure compliance
- Make recommendations to enhance process and system functionality
Education and Experience
Essential
- Matric
- ITIL Foundation Course or ITIL Incident Management Certification
- At least 3 or more years’ experience in Incident Management
Advantageous
- Degree or Diploma in Information Technology (or equivalent).
Technical Skills or Knowledge
Essential
- Processes - Incident Management. Familiar with all ITIL processes
- Technologies - Service Desk Monitoring & Support Tools
- Troubleshooting / problem analysis
- Incident Trend analysis (statistical skills)
- Statistical analysis and reporting, problem solving analysis
- Proficiency in MS Word, MS Excel, MS PowerPoint and MS Outlook
Advantageous
- Knowledge of the Life Insurance market
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Key Purpos
- To identify, investigate and address high ticket volume\impacting items by resolving the underlying problem root cause and to build in efficiencies to lessen the impact to business and supporting teams.
Areas of responsibility may include but not limited to
- Ensure resolutions of major incidents are applied that adhere to control procedures, (change and release management).
- Feed into the Known error Database and Service Tool ensuring complete visibility of problems as well as report back on a regular basis to management on high priority items that require escalation and traction.
- Adhere to standard operating procedures and appropriate policies to ensure compliance.
- Make recommendations to enhance process and system functionality
- Determine the absolute cause of the problem by recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders and uncovering process and technical failures.
- Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution. Identify any missed requirements that would lead to future problems.
- Produce reports per team (monthly) giving an area-specific analysis of all problems. Report, track and present feedback to stakeholders on a regular basis.
- Participate in internal forums such as Support Services Work Group and lead workstreams, to contribute to the methodology and standards
Education and Experience
Essential
- Matric
- ITIL Foundation certified
- ITIL Services exam passed. Kepner & Tregoe Root Cause Analysis Framework certified
- ITIL OSA, other Computer and Technical qualifications and experience in problem solving
- At least 1 year experience in problem management
- At least 2 years experience in an IT service role
Advantageous
- Degree or Diploma in Information Technology (or equivalent).
Technical Skills or Knowledge
Essential
- Processes - Problem Management. Familiar with all implemented ITIL processes
- Technologies - Familiar with Call Centre management suites (Avaya, Call Master) and monitoring tools
- Statistical analysis and reporting, Problem solving, Root Cause Analysis, Technical Report writing
- Strong proficiency in MS Word, MS Excel, MS PowerPoint and MS Outlook
Advantageous
- Knowledge of the Life Insurance market
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Job Purpose
- Lead and drive the planning, development, maintenance, and enhancement of SAP Banking Services applications. Own the end-to-end functional design and configuration of SAP solutions based on Integrated Solution Architecture and Design, Business Requirements Documents, Functional Specifications, and Run-the-Bank incidents to deliver high-quality, compliant solutions aligned to Discovery Bank’s business objectives.
Key Outcomes may include but are not limited to:
- Lead end-to-end functional solution design and delivery
- Translate business strategy into scalable SAP Banking Services solutions
- Drive functional configuration, testing strategy, and sign-off
- Resolve complex functional, cross-system, and integration issues
- Ensure adherence to governance, SDLC, audit, regulatory, and risk standards
- Act as the primary functional interface between business and technology teams
- Facilitate requirements workshops and solution design sessions
- Provide functional leadership, coaching, and mentoring
- Ensure solution quality, stability, and continuous improvement
Profile of the SAP Functional Consultant:
Skills
Functional & Domain
- Deep SAP Banking Services functional expertise
- Strong understanding of end-to-end retail banking product lifecycle
- Proven solution design and integration capability
Core
- Advanced analytical and problem-solving skills
- Strong stakeholder engagement and facilitation skills
- Excellent written and verbal communication
- Ability to manage multiple priorities and initiatives
Behavioural
- Acts as a trusted advisor
- Demonstrates ownership and accountability
- Coaches and develops others
- Operates autonomously within governance frameworks
- Strong alignment to Discovery values and purpose
Education and Experience:
- Relevant tertiary qualification (Information Systems, Computer Science, Business, or equivalent)
- SAP Banking Services and/or SAP S/4HANA certification (preferred)
- Banking or Financial Services certifications (advantageous)
- 5+ years’ experience in SAP Financial Services environments
- Proven delivery of complex SAP Banking Services implementations or enhancements
- Experience leading functional workstreams or acting as a functional lead
- Strong exposure to regulated, audit-driven delivery environments
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Job Purpose
- Participate in the planning, development, maintenance, and enhancement of SAP Banking Services applications. Support the configuration and customisation of SAP solutions based on Integrated Solution Architecture and Design, Business Requirements Documents, Functional Specifications, and Run-the-Bank incidents to meet defined business needs under the guidance of senior team members.
Key Outcomes may include but are not limited to:
- Support SAP configuration and functional changes
- Assist in analysing and documenting business requirements
- Translate requirements into functional specifications
- Execute and support unit, system, and regression testing
- Support incident analysis and production issue resolution
- Maintain functional documentation and delivery artefacts
- Adhere to governance, SDLC, release, audit, and risk processes
- Support post-deployment validation and stabilisation
- Build effective working relationships with technical and business teams
Profile of the SAP Functional Consultant:
Skills
Functional & Domain
- Foundational understanding of retail banking products and processes
- Basic SAP Banking Services or SAP S/4HANA knowledge
- Understanding of testing and defect management concepts
Core
- Strong analytical and problem-solving skills
- Good written and verbal communication skills
- Attention to detail and quality
- Ability to work effectively in a team and matrix environment
Behavioural
- Willingness to learn and apply feedback
- Results-oriented and accountable
- Customer- and service-focused
- Aligned with Discovery’s values and purpose
Education and Experience:
- Matric
- Relevant tertiary qualification (Information Systems, Computer Science, Business, or equivalent)
- SAP Banking Services or SAP S/4HANA certification (advantageous)
- 1–2 years’ experience in SAP, banking systems, or IT delivery environments
- Exposure to functional consulting, business analysis, or system support
- Experience working within a structured SDLC (advantageous)
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Key Purpose
- As owner of the escalation process the Incident Manager will take ownership of Major Incidents, ensuring co-ordination of the resolving parties, effective communication to stakeholders and completion of Post Incident Reviews. This role also requires working flexible hours (24x7) and a willingness to work on-call if required.
Areas of responsibility may include but not limited to
- Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations
- Ability to effectively operate and communicate efficiently under pressure
- Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
- Determines if an incident needs to be escalated according to priority and severity of the issue
- Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
- Ensure the closure of all resolved and end-user confirmed Incident records
- Drive cross functional and technical team collaboration during problem resolution
- Facilitate timely identification, escalation, resolution, and follow-up for all outstanding issues
- Identify potential problems and/or increasing trend of repetitive Incidents
- Initiation of a Bridge Call and War Room where required to facilitate restoration of services
- Provide guidance to the Incident Process Coordinators
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
- Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
- Manage workload through effective staff capacity management and scheduling
- Available for on-call and emergency response rotation as needed
- Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Major Incidents or Problem tickets
- Attendance at the regular CAB meetings to contribute to discussions and impact assessments of proposed service changes as well as ensuring business impacts and communication is taken care of ahead of changes being implemented
- Escalation of risks and issues to management/executives
Personal Attributes and Skills
- Fast learner who takes initiative
- Strong and professional communication
- Attention to detail
- Ability to work under pressure
- Adapting and responding to change
- Energetic team player
- Optimizes work processes
- Plans and aligns
- Self-development
- Action oriented
Education and Experience
Education:
- ITIL
- Project Management beneficial
- BSc in Computer Sciences/ Information Systems or equivalent IT tertiary qualification
Experience:
- More than 2 years’ experience in Incident Management
- ITSM Tools (Servicenow experience preferred)
- APM and Infrastructure Monitoring Tools (DynaTrace experience preferred)
- AWS Cloudwatch and integration with other tools
- More than 2 years’ experience troubleshooting and resolving technical issues in a distributed environment
- Implementation and maintenance of a CMDB
- Strong verbal and written communication skills with competency to present to an executive level
Knowledge:
- ITIL
- APM and Infrastructure Monitoring Tools
Method of Application
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