Vacancies at Santam Insurance

Key Responsibilities

• Plan and assist in conducting of regular quality and risk review procedures 
• Accurate measurement data quality 
• Identify improvement opportunities 
• Provide feedback to Individuals and Leaders 
• Implement improvement opportunities 
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking 
• Help to ensure that the CLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area 
• Collaborate on initiatives / projects 
• Evaluating and measuring customer satisfaction and other performance outcomes 
• Design and develop QA templates
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar  
• RE is advantageous

Experience and Knowledge

• Minimum of 3 – 5 years’ experience in short term insurance, commercial lines and/or Agri assets  
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE). 
• Coaching skills and experience
• Previous Quality Assurance experience advantageous 
• Excellent computer literacy, particularly Intermediate Excel 
• Report writing experience an advantage
• Experience in a client service environment 
• Experience in contact centre technology applications 
• Good understanding of basic financial principles, e.g. profit, growth, etc. 
• Good understanding of contact centre processes and SLA’s  

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PRINCIPLE ACCOUNTABILITIES

• Technical support of IT Support technology (hardware, software, including upgrades, resolving vulnerabilities). The technology is primarily based on Atlassian products, but also includes other software and technology components.
• Administration of infrastructure deployment, technical support procedures, application deployments & releases, servers, nodes, databases, etc.
• Monitoring and management of hardware & software resources across all environments and taking pro-active action where required.
• Collaborating with Architects, Technical Specialists and Team Leaders on ways to automate and improve the development, release management and production observation processes & procedures
• System troubleshooting and maintenance
• Installation of software (from operating systems through to applications) across environments
• Management and leadership of the IT4IT Team

General Functions

• Consult with the Solution Architects on the development platforms (Guidewire, JDE, MS D365, .Net, Java, Cloud) in terms of application configuration and infrastructure to support application services
• Identification of bottlenecks and process inefficiencies and collaborate with team to create and implement improvements
• Identification of potential risks / issues and give input into risk plan
• Develop and maintain a comprehensive understanding of the internal workings of key software packages within IT Support. 
• Work with key vendors to understand their current and future offerings & services with a view of adopting and driving broad implementation
• Manage, mentor and support the rest of the IT4IT Team.

Quality Assurance

• Work as a team member with Development teams and technical staff, to ensure the solutions/amendments are implemented according to best practice
• Participate in various Troubleshooting & Problem-Solving initiatives setup and managed by Technical Support and/or SGT

QUALIFICATIONS AND EXPERIENCE

• National Diploma / Bachelor’s degree in Computer Science, Statistics, Informatics, Information Systems, Information Technology, Engineering or another quantitative field preferred
• Minimum of 3-5 years relevant experience
• Working experience with Windows & Redhat Linux.
• Working experience with Atlassian DataCenter and clustering.
• Proficient in development languages such as Java and Python.
• Experience with CI/CD (continuous integration, continuous delivery) tools
• Experience in application development, version control, support and release management
• Experience with Docker and Kubernetes for container management and orchestration.
• Expertise in setting up and managing and maintaining Nexus, Sonar and Bamboo and Bitbucket
• Experience working with and supporting complex systems deployed to cloud (i.e. AWS) would be beneficial