Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Job Purpose
- The Talent Acquisition Specialist is responsible for consulting with the relevant stakeholders to understand the workforce needs and develop talent acquisition strategies to source, attract and hire best-in-class talent.
Responsibilities
Recruitment Management
- Collaborate regularly with department managers, and proactively identify future hiring needs for a given area. Attract and select candidates for mid-level and high-level jobs. Promote company's reputation as "best place to work." Monitor and apply HR recruiting best practices.
Internal Client Relationship Management
- Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
Recruitment Campaigns
- Contribute to the creation of recruitment campaigns; research the characteristics of key candidate target groups; propose channel and media selections and messaging content; design events; draft communications content and agency briefings.
Future Talent Recruitment
- Contribute to the creation of future talent recruitment campaigns; propose campaign messaging based on analysis of values and aspirations of graduates/school leavers; make evidence-based proposals for channel and media selection (including career fairs); design events; draft communications content and agency briefings.
HR Data Analytics and Insights
- Deliver complex analyses of HR data; identify key trends and contribute to the creation of HR insights that enable the diagnosis of business issues, enhancement of employee engagement, and/or improvement of business performance.
HR Data Management
- Verify the accuracy and completeness of HR data provided and enter into HR information systems, following defined procedures.
Policy Implementation
- Work within established procedures to achieve specified goals.
Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
Organisational Capability Building
- Provide coaching to team members to develop their skills.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); University Degree (Advantageous)
Experience
- 5 or more years' experience in sourcing talent in the insurance/financial services industry focused on specialising in acquiring professional individuals (Essential).
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Job Purpose
- Manage the successful end to end planning, execution and delivery of projects, to the required business objectives within the constraints of time, cost and quality.
Responsibilities
Project, Program and Portfolio Management
- Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.
- Ensure projects are realistically planned, organised and resourced, to deliver against requirement / project plan.
Project and Program Deliverables
- Plan and lead the delivery of a range of information gathering, analysis, and stakeholder consultation activities and specify, negotiate, and agree on project deliverables.
- Remain deliverable focused with each unique project delivering a product service result. Make decisions regarding the project, in context of the project boundaries, within the overall envelope of approved time, cost and scope and is accountable for the results of the project. Ensure a clear understanding of the project goals and stakeholder expectations. Effectively negotiate and define scope of work with all stakeholders thereby ensuring effective delivery.
Project and Program Stakeholder Engagement
- Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
- Ensure effective communication to business owners, internal customers and other relevant stakeholders, to keep them informed, facilitate decision making, take corrective action and set direction.
- Build sound working relationships with all relevant stakeholders, delivery partners and 3rd parties.
- Ensure the effective facilitation of all stakeholders’ input.
Project and Program Risks and Issues Management
- Manage identification of risks, issues, dependencies, and constraints associated with the project, escalating these where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these.
- Transparently manage and control project delivery through effective management and communication of risks, issues, expectations, scope change and decisions required.
Project and Program Resource Management
- Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation.
- Motivate resources to achieve a unified approach.
Project and Program Reporting and Reviews
- Draft project review reports and presentations, including key information, commentary, and recommendations to support the review process and enable stakeholders to evaluate progress and agree on change.
- Track and report on the financial business benefit reports.
Project and Program Governance
- Ensure compliance of projects to EPO project governance framework and methodology.
- Ensure effective and efficient project administration including project documentation, schedule planning and maintenance.
Continuous Improvement
- Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Certification or Accreditation in a Recognised Project Methodology (Agile, Prince2/PMBOK) (Essential); 3 year Degree or Diploma in Project management (Advantageous)
Experience
- 5 or more years’ experience in the discipline of Project Management (Essential); Previous senior project management experience (Advantageous); Experience in Financial Services Industry (Advantageous)
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Job Purpose
- Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.
Responsibilities
Customer Management (External and Internal)
- Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
Customer Needs & Analysis
- Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
Up-sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
Correspondence
- Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Administration
- Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Operational Compliance
- Work according to an assigned schedule.
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous) (Required)
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Job Purpose
- Design, develop and maintain automation scripting and ensure the implementation thereof.
Responsibilities
Testing IT Performance
- Contribute to the design and perform mobile/website/applications software tests. Ensure maintenance of regression test scripts. Responsible for the Automation/ Performance/ Service/ Stress scripting within the Testing Team as well as functional responsibilities aligned with improving product quality.
Quality
- Plan and coordinate testing of Automation scripting. Ensure corrective actions or continuous improvement initiatives are carried out, and monitor the initiatives to ensure they are effective. Oversee and review automated and functional test scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded.
Project Reporting and Review
- Draft elements of project review reports and presentations to support delivery of the review process.
Insights and Reporting
- Contribute to the preparation of various data and analytics reports.
Data Collection & Analysis
- Collate and analyse data using pre-set tools, methods and formats. Involves working independently. Communicate findings to relevant stakeholders.
Work Scheduling
- Organise own work schedule each day in line with changing priorities. Attend daily scrum meetings with project stakeholders to review daily status and confirm next steps / actions or JAD Sessions.
Faults Diagnosis
- Provide fault isolation to limit and address issues promptly and escalate to the development team.
Education
- Matric / Grade 12/ SAQA Accredited (Essential); ISTQB foundation certificate (Essential); Relevant IT degree/ diploma (Advantageous)
Experience
- Experience in automation testing (Essential); Experience in testing and analytics (Essential); Experience working with various test automation tools (Essential); Methodology knowledge and experience working with Devops Azure/ Agile/ Waterfall Methodologies (Essential).
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Job Purpose
- Lead analysis of business needs and labor market developments; oversee development and execution of recruitment and talent acquisition policies and practices.
Responsibilities
Functional Strategy Formation
- Lead the development and implementation of strategy for an important area of responsibility within a function, anticipating complex issues, challenges, and opportunities, and ensuring integration with wider functional strategy.
Recruitment
- Hold overall responsibility for the design, development, and implementation of the organisation's recruiting strategy. Implement strategies to promote company's reputation as "best place to work.
Candidate Pipeline
- Develop and maintain a national senior executive candidate pipeline through personal networking, research, and a variety of talent attraction and engagement methods, processes, and tools. Identify the capabilities needed to meet the current and emerging business needs of a significant business area. Identify gaps and source suitable candidates to fulfill business requirements.
Policy Development & Implementation
- Develop functional or operational policies and help develop policy frameworks for area of responsibility or department. Take responsibility for creating underlying procedures and monitoring their implementation.
Future Talent Recruitment
- Lead the creation of multichannel future talent recruitment campaigns to attract large numbers of high-quality candidates; clarify the campaign's objectives; propose and obtain agreement on a financial budget; identify and appoint the campaign team.
Information and Business Advice
- Provide authoritative specialist advice to the leadership team of a nationally based organisation or subsidiary to guide the implementation of policy and the design and implementation of projects and change initiatives.
Individual Candidate Assessment
- Assess candidates for executive roles using a range of interview, assessment center, and psychometric-based test methods; interpret assessment data and provide insightful feedback into the resourcing process.
Internal and External Stakeholder Engagement
- Identify and manage stakeholders up to C-suite level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Build effective relationships with external partners and suppliers.
Leadership and Direction
- Communicate the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation's business goals.
Performance Management
- Manage and report on the performance of the function / business area; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
Budgeting and Costing
- Manage budget plans for a department. Could involve development and delivery.
Education
- HR / equivalent qualification/Degree (Essential); Post Graduate qualification in related field (Advantageous)
Experience
- 8-10 years substantial similar work experience together with comprehensive job related experience in own area of expertise to fully competent level (Essential); Proven track record of managing and implementing change within an organisation (Essential); Experience in Insurance or other Financial Services environment (Advantageous); 3-5 years Senior Leadership experience (Essential)
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Job Purpose
- Responsible for leading and guiding a team of support representatives to ensure the delivery of exceptional customer service. This role involves supervising and coaching team members, resolving escalated customer issues, and maintaining a high level of customer satisfaction. The Support Team Lead will collaborate with the Customer Support Manager to optimize team performance and contribute to the overall success of the customer support department.
Responsibilities
Operations Management
- Provide operational support by performing a range of route activities using existing systems and protocols.
Project Management
- Support others by carrying out a range of project management activities.
User Support
- Provide advice and assistance to users to resolve basic queries and ensure the applications capabilities are well understood by the business.
Operational Compliance
- Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
- Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Adhere to organisations SLA's.
Customer Service
- Provide a quality service to customers. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
- To monitor, report and manage the service level performance on an on-going basis to the service manager.
- Support users telephonically (Web Application Support). User contact and communication (telephonic and digital)
Technical Developments Recommendation
- Discuss and recommend technical developments to improve quality of the applications software.
- To conduct continuous service reviews to identify areas of improvement.
Insights and Reporting
- Extract simple/automatic data in various forms (graphs, charts, etc.) to include in reports. Create basic reports in SQL & basic data manipulation via SQL. (INSERT, UPDATE, and DELETE).
Organisational Capability Building
- Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.
Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
Solutions Analysis
- Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
Work Scheduling and Allocation
- Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
Administration
- Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential)
Experience
- 1 - 3 years service desk experience in a medium to large corporate (Essential).
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Job Purpose
- Oversee the implementation of partnership strategy across Non-Life Consumer. Engrain the functional strategy which is centered on customer growth to enable TIH to grow market share. Contribute to the development of distribution channels to reach potential customers in spaces and moments where traditional channels cannot. Facilitate existing growth and ensure products and services are
- marketed under the partner brand to leverage brand affinity.
Responsibilities
Leadership and Direction
- Communicate the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation's business goals.
Functional Strategy Formation & Implementation
- Contribute to the development of the strategy for the function, anticipating complex issues, challenges and opportunities. Ensure the strategy is successfully implemented and meets medium-term business needs. Implement a comprehensive partnership model and strategy. Manage and oversee the tactical plans with specific industry / partner acquisition targets. Provide input for solution implementation, driven through technology to enable seamless integration. Manage partner onboarding and integration capability.
Strategic Partnerships
- Develop and implement a rigorous partner management framework. Intensify connectedness and form partnership with external partners to combine organisational capabilities in a distributed and enhance resource optimisation. Explore opportunities where the insurance Customer Value Proposition can create a competitive advantage and/or revenue for the partner. Build scale with the partners and focus on partners that deliver scale. Utilise partners with excellent brand affinity in the industry that exposes Non-life products to customer segments where market share can be developed. Develop partnership relationships and ensure alignment of corporate values. Ensure active and rigorous partnership management at both strategic and operational level.
Business Planning
- Develop and gain agreement to annual business plans for a function or substantial business area, ensuring alignment with strategy; quantify business outcomes (i.e. revenues or other key performance indicators); detail expense and headcount budgets; and develop business cases for key projects, ensuring cross-functional integration. Research opportunities where the insurance Customer Value Proposition can create a competitive advantage and/or revenue for the partner. Build scale with the partners and focus on partners that deliver scale. Leverage from partners with excellent brand affinity in the industry that exposes Non-life products to customer segments where market share can be developed. Manage partnership relationships and ensure alignment of corporate values. Ensure active and rigorous partnership management at both strategic and operational level.
Stakeholder Engagement (Internal and External)
- Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions to ensure the Customer Value Proposition for the partner is attractive and complements the business. The partnership team will work in collaboration with products, risk management, finance, IT and other departments to ensure partnership Customer Value Proposition and experience is mutually beneficial.
Commercial Management
- Manage commercial results of the function line by analysing customer and market trends, monitoring financial results, adjusting plan as necessary, and optimising use of resources. Contribute to the development of partner share commercial interest in the arrangement both on the potential benefits and drawbacks.
Product and Brand Positioning
- Assist in achieving brand positioning and lead on contributing ideas to brand proposition plans. Implement identified measures used to determine brand effectiveness and use the results to inform future activities. Support partners in branding/communication efforts at customer touch points including design, messaging, etc. to enable optimal growth. Ensure product visibility to customer and agent / digital alert on products available.
Operations Management
- Support the overall Non-Life partnership strategy by delivering operational plans and outcomes for a large portion of the business. Ensure a commercial and operating model is established in consultation with various stakeholders within the organisation. Ensure alignment that partner go-to-market strategy is such that the overall customer journey forms part of the great value proposition of the partner with seamless integration.
Performance Management
- Manage and report on the performance of the function; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
Personal Capability Building
- Act as subject matter expert in relationship management, commercial management and business development for the Non-Life partnership function. Maintain external accreditations and in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media.
Project Management
- Manage a portfolio of projects in line with overall Non-Life's project strategy.
Budgeting and Costing
- Manage budget plans for the department; involves development and delivery.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Business Degree (Essential); Post Graduate qualification in Business (Advantageous)
Experience
- 6 or more years proven experience in establishing and fostering partnerships (Essential); 3 years Senior Management Experience (Essential); Experience managing budgets (Essential) 3 or more years experience working in a financial services environment (Essential); 5 or more years planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)
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Job Purpose
- Provide a single point of contact for the TIH group relating to various IT Services. Manage and report on team and statistics performance. Ensure IT projects are managed in accordance with the project managers and identify impact analysis and risk mitigation for effective delivery of the projects to maintain the operational and business as usual state.
Responsibilities
Operations Management
- Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).
- Ensure resources are available at all times to meet customer service standards.
Project Management
- Deliver and execute a small-scale or medium-scale projects while working with Project mangers in an established program management plan.
- To ensure the availability of Service Desk resources in support of IT and business related projects as and when required.
User Support
- Manage a medium user support area with guidance from senior colleagues, developing a user support plan and delivering activities and solving complex issues to meet user support standards.
- Ensure a timely and effective response to user queries and problems through a well-executed service desk and incident management process through the effective use of IT systems and a professional service desk function.
- To effectively communicate during and after major incidents.
Operational Compliance
- Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
- Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
- To ensure the effective co-ordination and administration of the Major Incident process is complied with and adhered to as and when required.
Customer Service
- Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.
- To monitor, report and manage the service level performance on an on-going basis to service manager.
Technical Developments Recommendation
- Discuss and recommend technical developments to improve quality of the website/portal/applications software and supporting infrastructure to better meet users' needs.
- To conduct continuous service reviews to identify areas of improvement.
Insights and Reporting
- Prepare and coordinate the completion of various IT reports.
- To report on the status of Major Incidents and resulting operational fault logs.
- To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis.
Organisational Capability Building
- Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities.
- Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
- Revise coaching needs and role profiles to customer focused context and expectations.
Leadership and Direction
- Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
- Lead, grow, develop, motivate, empower team.
- Articulate and communicate key deliverables and business context to teams.
Performance Management
- Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
- Enable team through required business processes, systems, knowledge, etc.
Operational efficiencies and re-engineering.
- To manage the performance and capacity of IT Service Desk resources by meeting response time requirements of SLA’s, minimising downtime and improving capacity/performance though monitoring and measuring.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- School Grade 12 (Required)
Experience
- 3 - 5 years service desk experience in a medium to large corporate (Essential). 1 – 2 years supervisory experience in a service desk environment (Essential)
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Job Purpose
- Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
- Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
Responsibilities
Operations Management
- Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance.
- Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
Operational Compliance
- Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Leadership and Direction
- Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
Capability Building
- Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
- Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
Insights and Reporting
- Extract and combine data to generate standard reports.
- Identify gaps and suggest improvements to achieve targets and goals.
Work Scheduling and Allocation
- Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
Personal Capability Building
- Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
- Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.
- Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Short-term Insurance Certificate (NQF4) (Essential); FAIS and RE5 qualification (Advantageous
go to method of application »
Job Purpose
- Provide a single point of contact for the TIH group relating to various IT Services. Manage and report on team and statistics performance. Ensure IT projects are managed in accordance with the project managers and identify impact analysis and risk mitigation for effective delivery of the projects to maintain the operational and business as usual state.
Responsibilities
Operations Management
- Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).
- Ensure resources are available at all times to meet customer service standards.
Project Management
- Deliver and execute a small-scale or medium-scale projects while working with Project mangers in an established program management plan.
- To ensure the availability of Service Desk resources in support of IT and business related projects as and when required.
User Support
- Manage a medium user support area with guidance from senior colleagues, developing a user support plan and delivering activities and solving complex issues to meet user support standards.
- Ensure a timely and effective response to user queries and problems through a well-executed service desk and incident management process through the effective use of IT systems and a professional service desk function.
- To effectively communicate during and after major incidents.
Operational Compliance
- Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards.
- Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
- To ensure the effective co-ordination and administration of the Major Incident process is complied with and adhered to as and when required.
Customer Service
- Help establish and implement customer service standards while supervising a significant customer service team or similar unit. Deal with most complex and valuable issues.
- To monitor, report and manage the service level performance on an on-going basis to service manager.
Technical Developments Recommendation
- Discuss and recommend technical developments to improve quality of the website/portal/applications software and supporting infrastructure to better meet users' needs.
- To conduct continuous service reviews to identify areas of improvement.
Insights and Reporting
- Prepare and coordinate the completion of various IT reports.
- To report on the status of Major Incidents and resulting operational fault logs.
- To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis.
Organisational Capability Building
- Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities.
- Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
- Revise coaching needs and role profiles to customer focused context and expectations.
Leadership and Direction
- Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
- Lead, grow, develop, motivate, empower team.
- Articulate and communicate key deliverables and business context to teams.
Performance Management
- Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
- Enable team through required business processes, systems, knowledge, etc.
Operational efficiencies and re-engineering.
- To manage the performance and capacity of IT Service Desk resources by meeting response time requirements of SLA’s, minimising downtime and improving capacity/performance though monitoring and measuring.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- School Grade 12 (Required)
Experience
- 3 - 5 years service desk experience in a medium to large corporate (Essential). 1 – 2 years supervisory experience in a service desk environment (Essential)
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Job Purpose
- Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team.
Responsibilities
Application Software Development
- Develop existing applications and contribute to development of new applications by analyzing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Applications Software Maintenance
- Monitor, identify, and correct straightforward software defects to maintain fully functioning applications software.
Testing IT Performance
- Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
Information Security
- Implement required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
Operational Compliance
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Application Software Roadmap
- Maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.
Customer Service
- Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)
Experience
- 3 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).
Method of Application
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