Technical Specialist

A member of the PPS Life Insurance Intermediary Services team reporting to the Manager, Servicing and Operations.

This role will be responsible for assessment of the procedures and system functionality in PPS Life Operations for optimal alignment and efficiency.

Manage the deviations that impact service delivery, document processes, test and streamline the procedures and system functionality to improve service delivery. Engaging IT and Business to build a User and Customer Experience that speaks to Business goals by applying LEAN and Agile principles.

Will entail shift and standby work (between 7am & 7pm weekdays and on Saturdays)

Education:

• A 3-year tertiary qualification (NQF6 or above) related field of Business Processes, Administration or Analysis.

Experience:

• 4+ years Technical Business Experience.
• 3+ working experience in a back-office environment is a clear advantage.
• 3-5 years experience within a financial services environment, preferably in the Insurance Industry advantage.

Knowledge and Skills:

• Comprehensive use of MS Office applications (Outlook, Visio, Word, Excel, Powerpoint, Projects).
• MS Access and SQL experience/skills.
• A good business acumen.
• Knowledge of Financial institutions (advantageous).
• A good business acumen.
• Knowledge of insurance legislation/rules advantage.
• Exposure in dealing with members, brokers, and advisors an advantage.
• Strong sense of commitment to the organizations goals and values.

Competencies:

• Drive Personal and Team Accountability.
• Willing to share knowledge and give expert opinion, and discuss recommendations.
• Competent writing and communication skills, to present/ communicate/ report on consolidated information.
• Proactive problem solving in pressure situations.
• Problem solving.
• Proactive thinking.
• Results Driven.
• Attention to detail.

Key Responsibilities:

• Review and Document of existing ‘As-Is business processes and Participation in the design of ‘To-Be” business processes
• Develop and Test using comprehensive UAT test packs, for unit and systems testing.
• Post Implementation Support and Effectiveness tracking of internal process administration including using indicators as Surveys, Quality control as well as delivery of user training for a specific process or system change.
• Compiling databases and analysing data.
• Drive projects to improve contact data and self- service functions.
• Analyse Business needs and draft and prioritise Business Requirements for IT systems and business processes.
• Processing work in Administration queues.

Other duties :

• To execute policies and procedures related to service delivery in Operations and between other areas
• Development of user training material/awarenesss
• Identify process and procedure improvements and make recommendations to streamline and simplify processes
• Escalate systems failures to the appropriate support team for the team to stay productive
• Agree duties with team members to achieve operational targets including prioritization and work schedules

Stakeholder Management:

• Provide support to the broader Life Operations teams
• Establish, maintain, and build relationships with key stakeholders

Maintain Product Expertise:

• To assess the procedures and system functionality, a Technical Specialist must be an expert in the products offered by PPS.
• This requires one to take the initiative to master every feature and benefit of each product.