Open Positions at Optimal Growth Technologies

Key Responsibilities will include (but not limited to):

• To escalate any faults in line with severity to the relevant departments, stability forums and ensure continuous follow-up until fault has been resolved.
• Ensure adherence in line with agreed Service Level management with the various support stakeholders
• To continuously review the Service Management process, deliverables and SLAs with stakeholders
• Own resolution of online incidents/bugs with relevant resolver groups including, but not limited to, IT Operations and IT Development.
• Driving reduction in Net Promotor Score detractors through effective incident management principles via established prioritisation methods e.g. Agile PM/Scrum
• Providing a first line support role for online SLT/CBU/VB/App and CEO escalations in the online space with an emphasis on continuing enablement of Self-Service and E-Commerce
• Using a variety of technical tools to enable First Call Resolution (FCR) in the online space Informix SQL, Postman, SoapUI, Elasticsearch, Oracle SQL
• Identify enhancement opportunities for pre-existing RPA, as well as new RPA opportunities.
• Maintain and update RPA self-service guides, and provide insightful reporting on RPA performance

Monitoring, Reporting and Analytics:

• Deliver the necessary reporting to support operational management on a monthly, weekly and ad hoc basis
• Ensure that all IT Business partners continuously monitor and resolve all monitoring alerts and exceptions within agreed SLAs
• Drive proactive Identification and remedy of User/Customer experience issues within the digital space using analytical tools - Adobe Omniture/ Qliksense Reports/ Service Request Management (SRM) reports
• Calculate financial and NPS (Net Promoter Score) declines due to technical issues
• Interpreting eCommerce dashboards and trends and providing valuable insights to improve the overall customer journeys and experiencing.

Driving Continuous Improvement across CBU and VB Digital Platforms

• Identify key process gaps on the CBU/VB Digital platforms as well as call centres and CEOs Office.
• Identify top service call drivers and draft suggested solutions
• Identify possible revenue streams through customer interactions
• Log necessary Service Improvement Concept /BRS (Business Requirement Specification) Documents with Product owners
• Engage with business and IT stakeholders to implement said improvements i.e. Stability Forum
• Driving Education and on boarding initiatives with customer contact centres
• Identify potential service improvement tools and methodologies that will assist resolution turnaround times
• Provide support for online sales (checking order status, verifying payment status, and investigating technical faults with integrated systems on the ecommerce platform)

Key Competencies and Abilities:

• Computer Application Skills
• Presentation Skills and meeting facilitation
• Mobile Technology Aptitude Skills
• Mobile Internet and Web Internet Skills
• Attention to detail and Quality Assurance
• Problem solving skills
• Proof-reading and QA skills
• Written and verbal communication and client facing skills
• Telephone skills and social etiquette
• Customer Service Skills
• Good logic and time management skills
• Project Management (advantageous)
• Reports creation and Analytics

The successful candidates will need to meet the following criteria:

Experience/ Knowledge and Education:

• Degree or Diploma in an IT related field or 2+ years experience in an IT related field
• Good understanding of Oracle SQL
• Knowledge of online sales and ecommerce
• Knowledge of payment providers
• Good understanding of Agile Methodologies and the Software Delivery Lifecycle (SDLC)

Exposure to the following would be an advantage:

• Experience with Digital-based and online information systems
• Knowledge of monitoring tools such as Elasticsearch would advantageous
• Basic understanding of http response codes (e.g. 404, 201, 500, etc)
• Knowledge of content management systems
• Knowledge of eCommerce platforms such as Magento
• Experience with Online journeys and Digital Products sold via eCommerce platforms
• Testing of journeys and working with Test Data
• Knowledge of HTML, JSON, XML Oracle and Web Design (advantageous)
• Good understanding of Service Design principles and User Experience

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Description:

• Responsible for the end-to-end health and safety, environmental and quality requirements relating to all MAST activities, these include the development of related policies, systems, and training to enable the end-to-end compliance both internally and externally

SHEQ Management

• Develop an integrated (SHEQ) management system applicable to all business streams.
• Perform internal audits and management reviews to ensure that the strategic objectives are achieved while reducing business risks and compliance to all legal, and client requirements.

ISO Compliance Management

• Compile and create policies, procedures, and risk assessments (Safety, Health, Environmental and Quality)
• Advise and lead the team in the preparation to ensure that ISO certification is achieved and upheld.

Supplier /Contract Management

• Develop governance structures to monitor, evaluate and manage supplier, contractors, and 3rd party's performance (SLA/KPI)

Financial Management & Reporting

• Formulate and manage the SHEQ operations CAPEX and OPEX budgets.
• Including developing dashboards to enable management visibility.

Compliance Management

• Responsible for the preparation for ISO compliance and certification Core competencies, knowledge and experience
• Strong communications skills including interpersonal skills, presentation skills, stakeholder management, management reporting.
• Excellent relationship building, teamwork, and collaboration skills that enables the provision of effective support and guidance across programs
• Foster an overall spirit of collaboration amongst teams
• Comfortable, experienced and accomplished at working with business executives, and able to push back in a professional and diplomatic way
• Ability to balance the long-term (big picture) and short-term implications of individual decisions and effective at driving short term actions that are consistent with long-term goals
• Attention to detail and a keen observer who knows that spotting the little things can yield big results,
• Organization skills in keeping investigations thorough, on schedule, and in accordance with established procedures, and maintain compliance that will satisfy regulatory requirements.

Knowledge and experience essential

• Proven broad knowledge of the Occupational Health and Safety Act of South-Africa and its regulations, with a strong track record of a minimum of 5 years of enforcing the act and regulations.
• In-depth knowledge of the National Environmental Management Act 107 of 1998 and related schedules
• Multifaceted knowledge for either or all international standards relating to ISO9001, ISO14001, OHSAS18001 or ISO45001.
• Practical working knowledge of the ISO and related international standards relating to quality, health and safety and the environmental standards.
• In-depth knowledge of legislative frameworks, including the Telecoms Act, JSE Regulations, OHSAS Act, and other legislation and policies impacting a Tower Company and/or Telecommunications, with a working knowledge of the telecommunication service provider requirements within these environments.

Must have technical / professional qualifications:

• A Grade 12 is essential
• Minimum related 3-year qualification/relevant professional Occupational Health and Safety qualification, preferably a diploma or Bachelors degree qualification, with the relevant 3-5 years leadership experience is essential
• A minimum 8 10 years relevant working experience with proven track record on key outputs and disciplines is essential.

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Your responsibilities will include:

• Supporting the Portfolio Managers in all research, scoping, analysis, and design activities.
• To perform business analysis and design activities by assessing requirements for the Lending team in Financial services in terms of feasibility, impact, and cost, thereby assisting to create and compile accurate user stories, derivation of business rules, customer journeys
• Estimate user and technical stories to help inform and prioritize backlog 
• To provide technical input into system definition and design activities and facilitate the delivery of value-added solutions.
• To research / investigate current industry trends and standards in terms of technologies deployed/planned to be deployed and how that can enhance/optimize systems.
• Act as a technical liaison between business and the technical teams and ensure the required support from all areas to ensure the delivery of quality solutions.
• Ensure that projects are delivered according to requirements, and specified designs and that the technical and business teams are aligned around the same objectives and deliverables.
• To ensure that solutions are delivered through the agile delivery processes and to support the technical scrum teams with the delivery of solutions e.g. facilitation of configuration, testing, and rollout coordination.
• To research, define, and maintain industry best practices.
• To maintain, re-evaluate, optimize or automate existing business processes.
• To create reports and feedback for executive and line management.
• Perform quality assurance across business analysis documentation, vendor documentation, proposals, technical designs, test documentation, and operational handover documentation.
• To partake in all of the key agile ceremonies within the team to contribute to the successful delivery.

Ideally you should possess the following:

• Matric/Grade 12 is essential.
• 3 Year Degree / Diploma in Information Technology / Business Analysis.
• 5-8 years of business analysis/systems analysis experience preferably in a highly complex development environment.
• Agile methodology and experience preferred.
• Experience in Financial Services.
• Experience in Supply chain preferred 
• Lending experience preferred.
• Change control procedures
• Agile Methodologies 
• Project management 
• Business analysis methods 
• Product development.

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Key Responsibilities:

Build and Manage Retention/Preservation Department:

• Establish and lead the retention/preservation department within Life and Funeral Operations.
• Develop departmental goals, strategies, and operational plans aligned with business objectives.

Develop and Implement Collection Strategies:

• Design and implement effective collection strategies to improve retention rates.
• Manage collections processes, ensuring timely and efficient resolution of outstanding balances.

Data Analysis and Strategy Development:

• Utilize customer data and analytics to identify trends, insights, and opportunities for improving retention.
• Develop and implement churn reduction strategies based on data-driven insights and industry best practices.

Cross-functional Collaboration:

• Collaborate closely with other departments (such as Customer Service, Sales, Product and Finance) to align retention strategies with overall business goals.
• Communicate effectively with stakeholders to gain buy-in and support for retention initiatives.

Monitoring and Reporting:

• Monitor key retention metrics and performance indicators.
• Prepare regular reports and presentations on departmental performance and trends.

Continuous Improvement:

• Continuously evaluate and improve retention and churn reduction strategies.
• Stay abreast of industry trends and best practices in retention and collections management.

Requirements:

Matric qualification:

• 8 years of proven experience in a retention/collections environment, preferably within the financial services or insurance industry.
• Minimum of 2 years in a leadership or managerial role, with demonstrated ability to lead and develop a team.

OR

• Matric
• Relevant tertiary qualification (e.g., Business Administration, Finance) is an added advantage.
• 5 years of proven experience in a retention/collections environment, preferably within the financial services or insurance industry.
• Minimum of 2 years in a leadership or managerial role, with demonstrated ability to lead and develop a team.
• Strong understanding of customer behaviour and market dynamics in the context of retention and collections.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organisation.
• Proficiency in data analysis and reporting tools.
• Strong project management and organisational skills, with a keen attention to detail.

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Responsibilities

• Budgeting and forecasting: Managing a project budget, including forecasting future costs and revenue.
• Cost accounting: Tracking and analysing project costs against collected revenue
• Financial reporting: Developing Project Financial Metrics, preparing financial reports and presenting financial information to project stakeholders
• Financial risk management: Identifying and managing financial risks associated with the project, such as cost overruns or revenue shortfalls.
• Contract management: Ensuring that financial terms of contracts with clients and vendors are adhered to and managing any financial disputes that may arise.
• Cash flow management: Managing the flow of cash in and out of the project to ensure that there is always enough cash on hand to cover expenses

Output

• Project budget: A detailed and accurate project budget that outlines all of the expected costs and revenue
• Monthly financial reports: financial reports that track the project's financial performance against the budget, including actual costs, revenue, and any variances from the budget.
• Cash flow projections: Forecasts of the project's cash flow over time, including expected inflows and outflows of cash, to help ensure that there is always enough cash on hand to cover project expenses.
• Risk assessments: Identification and assessment of financial risks associated with the project, along with strategies to mitigate those risks.
• Financial analysis: Analysis of project finances to identify areas for cost savings or revenue growth opportunities.
• Invoicing and billing: Management of invoicing and billing processes to ensure that clients are accurately billed for project work and that vendor invoices are paid on time.
• Cost Management of the Project: As per the respective budget and the relevant work breakdown structures

Experience

• Minimum of 3+ years working experience within Industrial / Engineering Companies in Accounting
• Experience in public sector projects, mining or power utility sector will be an advantage
• Exposure to NEC3 contract project would be an advantage

Qualifications

• BCom Accounting degree or similar
• Completed SAICA Articles (med to large sized company) or audit experience for large projects