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  • Call Centre Escalations Agent

    Merchants Recruitment

    on 2019/10/04

    Johanessburg, Gauteng

    JOB PURPOSE

    The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

    Below is the requirement

    • 2 years helpdesk/call centre experience
    • Matric and or Tertiary qualification
    • Ability to handle escalations relating to any procedures and processes on the services and products offered
    • Minimum 2 year experience, understanding and enforcement of SLA adherence
    • Working knowledge of CRM tools
    • Basic network understanding
    • Understanding of websites advantageous
    • Knowledge of MS Office with intermediate to advanced knowledge on Excel
    • ISP experience advantageous
    • Problem solving abilities
    See more

    SalaryMarket Related

    Work TypeContract

  • Trainee Administrator (Full-time Student)

    Old Mutual

    on 2019/10/02

    Cape Town, Western Cape

    Role overview

    This role provides response to administrative requirements in accordance with SLA parameters in a processing environment, under supervision. The incumbent is individually accountable for achieving results through their own efforts with support, coaching and direct supervision efforts.

    Key Result Areas

    SPECIFIC KEY RESULT AREAS:

    • Follows only those standardized process that have been trained / coached in to provide administrative support.
    • Provides an indirect service to customers and intermediaries.
    • Delivers on daily production standards as determined by team leader / coach.
    • Responds to immediate requirements within procedure.
    • Uses standard administrative techniques to coordinate own work.
    • Learner to Moderate level of technical knowledge.
    • Limited multi skilling across product and process relevant to the business area.

    GENERIC KEY RESULT AREAS:

    • Co-ordinates own work using standard administrative techniques trained in.Need to be fully multi-skilled across
    • Delivers on daily production standards as determined by team leader / coach.
    • Follows only those standardized process that have been trained / coached in to provide administrative support.
    • Provides an indirect service to customers and intermediaries under direct supervision of a team leader / trainer / coach.
    • Responds to administrative requirements within procedure(s).

    Personal Effectiveness

    • Accepts and lives the company values.
    • Accountable for service delivery through own efforts.
    • Collaborates effectively with others to achieve personal results.
    • Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
    • Makes increased contributions by broadening individual skills.

    Quality Assurance

    • Adheres to service and quality standards

    Requirements: Skills, Qualifications and Experience required

    • Matric or equivalent NQF qualification
    • Proof of current registration with a recognized Tertiary Institution
    • Computer literacy with knowledge of MS Office: Word, Excel and Outlook
    • Ability to prioritize work
    • Ability to work
    • Strong communication and interpersonal skills, both written and verbal
    • Work effectively with colleagues and clients to accomplish team goals
    • Additional Requirements
      Candidates should be available to work the following shifts:
      9AM-2PM, Monday to Friday or 4:30PM-7PM Monday to Friday and 8AM-1PM on Saturdays.

    Competencies

    • Information Monitoring
    • Initiating Action
    • Ownership
    • Planning & Organising
    • Team Orientation
    • Technical Knowledge




    See more

    SalaryMarket Related

    Work TypePermanent

  • Service Delivery Manager

    Old Mutual

    on 2019/10/02

    Cape Town, Western Cape

    Role overview

    This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year. The IT Manager's business portfolio is smaller than that of a Senior IT Manager. The successful candidate will form part of the Old Mutual Emerging Markets Capability Cluster IT Delivery.

    The incumbent will be responsible for the management of the service delivery lifecycle within the Wealth IT delivery teams.

    He/she will have to collaborate with business stakeholders and IT interfaces, to creating solutions that are synergistic to the Wealth platform. The incumbent will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.

    Key Result Areas 

    • Accountable for the efficient operation of the area.
    • Provides thought leadership (operational and tactical focus) in areas of responsibility.
    • Manages various stakeholders in areas of responsibility.
    • Responsible for infrastructure management in areas of responsibility.
    • Responsible for change management around IT Implementations and upgrades
    • Responsible for clear and effective communication to team and business.
    • Provides technical consulting services where required.
    • Accountable for financial management in areas of responsibility.
    • Oversee Management and delivery of Projects.
    • Responsible for people management – includes talent management, change leadership.Ensures continuous service improvement.
    • Ensures systems security.
    • Responsible for aligning technology and technology support to business needs

    • GENERIC KEY RESULT AREAS
    • Budget Control
      • Responsible for the financial management of the area, including budget setting and expense and income monitoring.
    • IT Solution Delivery Management
      • Actively demonstrate proactive resource planning and demand management capabilities.
        • Project gates - collaborate with the Business and Delivery partners to understand the business strategies and priorities and articulate the scope, business outcomes and targeted roles that will benefit from the investment. Collaborate with the Delivery and Business Partners to optimize the project schedule/scope.
        • User Acceptance Test - Engage as SME’s during the User Acceptance Test to validate the business requirements in the pre-production environment.
        • Change Management - Champion the change management plan by collaborating with business partners and IT to prepare for adoption and realize business value.
        • Team Effectiveness
        • Accountable for others' time, task and output quality.
        • Balances own priorities with directing and motivating others.
        • Creates a climate for optimal performance.
        • Guides and directs staff to achieve operational excellence standards.
        • Individually accountable for customer/client service delivery through efforts of a team.
        • Manage individual and team performance.
        • Plans and assigns work over the applicable period.
        • Selects potential staff to sustain customer/client service delivery.
      • Vendor & Contract Management
        • Manages the relationship between service providers and Old Mutual, including negotiations, contractualisation, service and support (SLAs).
        • Responsible for IT Contracts Management.

      Requirements: Skills, Qualifications

      • Matric, plus relevant 3 year degree/diploma qualification.
      • 5 – 7 years relevant IT work experience.
      • ITIL Certification essential
      • Must have 3-5 years management experience in an IT application environment.
      • Must have working knowledge of financial management.
      • Must have working knowledge of Project Management.
      • Building Customer and Partner Relationships - establishing and maturing relationships across multiple teams.
      • Confidence - Takes ownership of challenging situations that require engagement with stakeholders. Engages stakeholders to drive positive outcomes.
      • Keep abreast of best practice within the IT sector and must drive Innovation in the team
      • Investment business experience is advantageous
      • Must have SDLC (System Development Life Cycle) Knowledge and Experience
        • OR
      • Must have either Software Development or Business Analysis background
        • AND
      • Must have IT Demand Management and IT Delivery Management experience

      Competencies

      • Leading with influence
      • Innovation(Perspective)
      • Execution
      • Strategic
      • Personal Mastery (Learning)
      • Collaboration (Relating)
      • Customer First


      See more

      SalaryMarket Related

      Work TypePermanent

    • Senior Analyst Programmer

      Old Mutual

      on 2019/10/02

      Cape Town, Western Cape

      Role overview:

      Accountabilities for this role include Strong Development skills, systems analysis, interpreting and executing test plans. The incumbent is individually accountable for achieving results through own efforts.

      • Works closely with solution architect and business analyst to fashion out the technical vision for applications in the Identity and Access Management space.
      • Focuses on technical and business feasibility of a solution and ensure that it fits within well-established patterns and guidelines laid down by the solution architect.
      • Role includes coding, implementations, testing and system enhancements.
      • Also includes providing higher technical and programming support
      • Co-ordinates time and priorities to ensure that goals are met
      • Ability to understand big picture in which business operates
      • After Hours Standby is required for this Function
      • Have a good working relationship with users, business analysts and other technical staff
      • Works with little or no supervision
      • Advises management on best practices and design of new enhancements
      • Coaches junior staff members

      Key Result Areas :
      Personal Effectiveness

      • Accountable for service delivery through own efforts with only limited supervision.
        • Individually accountable for managing own time, tasks and output quality for periods of up to 6 months.
        • Makes increased contributions by broadening individual skills.
        • Collaborates effectively with others to achieve personal results. Accepts and lives the company values

      Specifications Development

      • Assists with analysis and design of new Web applications and databases.
      • Develops technical specifications / program specifications and systems documentation.
      • Responsible for systems analysis functions.
      • Advises management on effective applications, covering areas such as maintenance, support, interface and data management requirements.
      • Provides sizing and scoping for development work required.
      • Designs & documents technical specifications/program specifications.

      System Testing

      • Assists solution construction including programming, systems testing and correction of programme models. Accountable for Drafting and Execution of Unit Testing plans, Assists in developing test plans in conjunction with Senior Analyst Programmer or Business Analyst.

      System Programming

      • Develops, tests and implements new systems and system changes in accordance with agreed coding standards and principles.
      • Provides development solutions, which maintain the technical integrity of the solution. Performs data conversion.
      • Documents system features and functionality. The above is done under limited supervision.

      Quality Management

      • Ensures technical integrity of the solution.
      • Ensures that all system changes align with coding standards and principles

      Coaching

      • Mentors Programmers and Analyst Programmers through the development life cycle.

      Requirements: Skills, Qualifications and Experience required:

      • Matric, with an IT programming qualification.
      • Excellent problem solving and analytical skills.
      • Enterprise Integration experience advantageous.
      • OO design and development experience (at least 6 years’ experience) using ASP.Net, C#.Net, Web Services, XML , MQ.
      • Agile Software Development methodology, Team Foundation Server and Continuous integration advantageous.
      • Good client/server understanding (COM/COM+) Good practical understanding and experience of XML, UML & industry standards/trends related to the integration environment.
      • Practical experience in high volume capacity planning & performance tuning.
      • Ability to deliver as per agreed time standards and work under stress
      • Excellent verbal and written communication skills
      • Good system modelling skills will be an advantage.

      Competencies

      • Collaboration (Relating)
      • Customer First
      • Execution
      • Innovation (Perspective)
      • Leading with Influence
      • Personal Mastery (Learning)
      • Strategic


      See more

      SalaryMarket Related

      Work TypePermanent

    • Senior Administrator

      Old Mutual

      on 2019/10/02

      Cape Town, Western Cape

      KEY ROLE FOCUS

      This role provides immediate response to complex administrative requirements in accordance with SLA parameters, in a processing environment.  The incumbent is individually accountable for achieving results through own efforts.

      ROLE DESCRIPTION

      • Follows standardised processes and provides administrative support in line with normal business functioning. 

      •Delivers on daily production standards and adheres to service and quality standards. 

      •Provides an indirect service to customers and intermediates. 

      •Responds to immediate requirements within procedure. 

      •Uses standard administrative techniques to co ordinate own work. 

      •Product and process knowledge in different areas may differ but basic skills remain the same.

      •May act as mentor / resource to less experienced Administrators. 

      •Fully multi-skilled across products and processes. 

      •Has extensive, relevant experience. 

      •Acts as a support person and / or point of escalation for complex and difficult cases / clients

      KEY RESULT AREAS

      Coaching

      • May act as mentor to less experienced administrators.

      Documentation Processing       

      • Delivers on daily production standards.
      • Follows standardised processes and provides administrative support in line with normal business functioning.
      • Follows standardised processes and provides administrative support in line with normal business functioning.
      • Provides an indirect service to customers and intermediaries.
      • Responds to immediate administrative requirements within procedure.
      • Uses standard administrative techniques to coordinate own work.

      Personal Effectiveness                  

      • Accepts and lives the company values.
      • Accountable for service delivery through own efforts.
      • Collaborates effectively with others to achieve personal results.
      • Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
      • Makes increased contributions by broadening individual skills.

      Quality Assurance                         

      • Adheres to service and quality standards.
      • Performs quality checks on own work.

      COMPETENCE REQUIREMENTS

      Gaining Commitment                   

      • Using appropriate interpersonal styles and communication techniques to gain acceptance of ideas or plans; adapting one's own style to accommodate the target audience.

      Information Monitoring               

      • Collect and review information in order to ensure that objectives are met. This includes setting up and/or utilising monitoring procedures to measure progress and keeping relevant people informed through feedback loops.

      Initiating Action

      • Taking prompt action to accomplish objectives; pushing beyond the boundaries and being proactive.

      Ownership                                     

      • Assuming responsibility and accountability for the successful completion of tasks and adhering consistency to standards of excellence.
Ensuring that all relevant detail has been considered.

      Team Orientation                         

      • Willingness to work with others in a team environment. This includes working towards team goals, participating in   decision making, co-operating with others and offering assistance when needed.

      Technical Knowledge

      • Having achieved a Full performance level of technical knowledge, related to a specific role.
        See more

        SalaryMarket Related

        Work TypePermanent

      • Chief Analytics Officer

        Old Mutual

        on 2019/10/02

        Cape Town, Western Cape

        Role Description
        • Building a Data Science Capability
        • Responsible for value extraction from Personlization
        • Responsible for RoA Analytics Capability build
        • Develop, define and drive the enterprise's strategy with regard to the exploitation of analytics to achieve specific business targets
        • Collaborate with stakeholders to set policy and standards regarding the use of analytics in the organisation
        • Create mechanisms to use data as a strategic asset throughout the enterprise
        • Organise and coordinate the organisation's disparate data streams in preparation for analytics and to promote holistic mission-critical analysis
        • Innovate and expand the organisation's research and analytics offerings
        • Oversee the development of analytic metrics that establish a consistent, coherent approach to data throughout the organisation to tie analytics into all enterprise functions
        • Make data accessible to people who might need it
        • Create a culture that promotes data-driven decisions backed by investigation and collaboration around data
        • Locate the new and/or best sources for data to drive more effective and efficient analytics
        • Measure the ROI of analytics initiatives and create a standard benchmark program for measuring analytics value

        Key Result Areas

        • Budget Control
        • Governance
        • Management Effectiveness 
        • Business partnering
        • Strategy Development and execution

        Job Requirements

        • Relevant post graduate studies (e.g. Degree in Data Science, Actuarial Computer Science, Information Technology, Economics, Statistics, Information Systems, Applied Math)
        • 10 years leading an Advanced analytics function, preferably in a Financial services organization
        • Excellent business judgment, analytic and problem-solving skills, with experience applying these skills to analyze large, complex and multi-dimensional data sets
        • 5 years’ experience in people management, leading teams and motivating people.
        • Proven ability to drive cross functional collaborations and build consensus
        • Demonstrated ability to influence stakeholders
        • Strong blend of strategic perspectives, business acumen and technical knowledge
        • Driven, high energy level and proven record of driving results

        Experience & Knowledge:

        • 8-10+ years working experience with 4 or more years in a people management role
        • Deep understanding of direct marketing applications and principles
        • Working knowledge of advanced analytics and modelling principles in a marketing environment (essential)
        • Working telesales experience (advantage)
        • Experience working in a commercial role with P&L accountability (advantage)
        • People Management (essential)
        • Superior stakeholder management skills with focus on Leadership and team management skills
        • Strong analytical and Commercial Acumen

        Qualifications:

        • Bachelor or honours degree in mathematics, statistics, informatics or other relevant degree
        • MBA is advantageous

        Competencies:

        • Strategic – ability to identify, understand and act on broader opportunities in order to drive longer-term value-adding change
        • Leading with influence – ability to rally stakeholders behind common goals and inspires others to exceed expectations
        • Collaboration – proactively establishes and maintains relationships and networks, which are values-driven
        • Customer First – customer at the heart of all business decisions and driven to improve value for customers
        • Execution – displays energy, drive and perseverance in order to deliver results
        • Innovation – ability to relate to challenges from a range of diverse perspectives to generate creative solutions, challenging the status quo
        • Personal mastery – self-aware and ability to cope effectively with stress and adjust to changing work environments
        See more

        SalaryMarket Related

        Work TypePermanent

      • Administrator

        Old Mutual

        on 2019/10/02

        Cape Town, Western Cape

        Role Description:

        The position is that of an Administrator whose primary role is to administer LISP & Unit Trust and Third Party Administration transactions that a client may request and assist the team in providing world-class service to all clients. The incumbent is individually accountable for achieving results through own efforts.

        Key result areas and work descriptors:

        • Documentation Processing
          • Follows standardised processes and provides administrative support in line with normal business functioning.
          • Provides an indirect service to customers and intermediaries.
          • Responds to immediate administrative requirements within procedure.
          • Follows standardised processes and provides administrative support in line with normal business functioning.
          • Delivers on daily production standards.
          • Personal Effectiveness
            • Accountable for service delivery through own efforts.
            • Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.
            • Makes increased contributions by broadening individual skills.
            • Collaborates effectively with others to achieve personal results.
            • Accepts and lives the company values.
            • Quality Assurance
              • Performs quality checks on own work.
              • Adheres to service and quality standards.

              Specific Key result Areas

              • Resolution of queries and management of exceptions to business rules.
              • Processing of LISP/Unit Trust/ Third Party Administration work-types via Silica, Fund Express, EMS and Bizagi
              • Telephonic and written communication in a clear, concise and professional manner to stakeholders.
              • Communicate problems and suggest solutions regarding existing processes.
              • Help colleagues reach team and departmental targets.
              • Plan work allocated to ensure compliance with applicable service standards.
              • Ensure that quality principles are applied to all aspects of processing.
              Role Qualifications:
              • Matric with Mathematics and/or Accounting is essential.
              • Post matric qualification will be advantageous
              • Processing experience on LISP/Unit Trust funds/ Third Party Administration and products essential.
              • Knowledge and Processing on Silica is essential
              • Ability to Process Correspondence on AWD/Bizagi is essential
              • Previous relevant working experience within a processing environment
              • Computer literacy - Ms Excel and Outlook.
              • Adaptable to rapidly changing environment.
              • Excellent communication and writing skills
              • Show initiative and drive.
              • Able to work under pressure and be adaptable
              • Stress Tolerance and flexibility.
              • Sound understanding of the Investment industry
              • Awareness of client-care principles.
              • Ability to give and receive feedback.
              • Personal need for continuous learning.
              • High level of attention to detail
              • Can-do positive attitude.
              • Demonstrate personal integrity and accountability
              • High energy level and a passion for clients
              • Sense of urgency and a need for achievement
              • Ability to work independently and be a reliable team player
              • Own transport/reliable transport arrangements to be able to work later or come in earlier

              NB:  The successful candidate may be required to work additional hours from time to time depending on the pricing sensitive nature of the investment business.

              Competencies:

              • Decision Making
              • Gaining Commitment
              • Information Monitoring
              • Initiating Action
              • Ownership
              • Team Orientation
              • Technical Knowledge
              See more

              SalaryMarket Related

              Work TypePermanent

            • Administrator (Concierge / Helpdesk)

              Old Mutual

              on 2019/10/02

              Musgrave, Durban, Kwazulu Natal

              Key focus of the role:

              This role provides immediate response to client / administrative requirements in accordance with SLA parameters, in a front line servicing environment. 

              Role Description & Key Result Areas:

              SPECIFIC KEY RESULT AREAS:

              • Market the Old Mutual image by developing positive relationships with clients/customers.
              • Welcome all OM clients & direct them to the correct destination.
              • Informs clients of requirements and procedures.
              • First point of contact for the OM guests, clients & staff.
              • Capture OM Visitors on system.
              • Call internal staff to notify them when their guests/clients have arrived.
              • Offer clients/visitors beverages while they wait.
              • Assist with scheduled meetings (direct traffic, ability to book and check meeting room bookings etc).
              • Assist with adhoc requests from clients (printing etc).
              • Manage the meeting rooms & booking system.

              KRA’s

              • Follows standardized processes and provides administrative support in line with normal business functioning.
              • Delivers against standards and adheres to service and quality standards.
              • Provides service to customers (internal and external).
              • Responds to immediate requirements within procedure.
              • Uses standard administrative techniques to co-ordinate own work.
              • Moderate (intermediate) to high level of technical knowledge.
              • Identify process improvements to deliver improved client care and communicate these to the relevant manager.
              • Effectively deal with any non-conformances.
              • Investigate the nature of problems, identify and eliminate the root causes.
              • Discuss and report on processes where positive or negative trends have been identified and recommend corrective action to management.
              • Make decisions firmly and timeously, improving transaction time and perception of service.
              • Summarise major issues and take action, which will benefit both the client and the business.
              • Identify trends and training needs when required.
              • Maintain high level of teamwork to achieve the KPI’s.
              • Accepts and lives the Company values.

              Qualifications and experience:

              Role Requirements

              • Well presented.
              • Matric qualification.
              • Customer care experience in the hospitality / financial services industry in a front line or facilities helpdesk type role as first point of contact for clients.
              • Experience in welcoming / redirecting clients to relevant areas.
              • Previous experience in managing / booking meeting rooms.
              • Computer literate – MS suite of Excel, Word and E-mail is essential.
              • Excellent verbal and written communication skills.
              • Strong planning and organising ability.
              • Ability to work under pressure.
              • High sense of Client Care.
              • Good judgement and problem solving skills.
              • Good interpersonal skills.
              • Conflict handling.
              • High energy.
              • Ability to work both independently and within a team context.
              • Self-motivated.
              • High attention to detail.
              • Ability to operate in a repetitive process based environment.

              Competencies

              • Information Monitoring
              • Initiating Action
              • Ownership
              • Planning & Organising
              • Team Orientation
              • Technical Knowledge
              See more

              SalaryMarket Related

              Work TypePermanent

            • Inbound Call Centre Agents

              Merchants Recruitment

              on 2019/09/04

              Johanessburg, Gauteng

              Call Centre Agents 

              We are Hiring and want YOU!!!

              • Matric /Grade 12

              • + 6 months customer service experience.

              • Computer Literate with a working knowledge of MS Word, Excel and Outlook

              If you care to join this fun and vibrant team, the following is on offer if you do qualify:

              • Training R 20 per hour (4-6 weeks)

              • Go live R 23 per hour

              • 24/7 Call Centre environment

              • Vibrant and happy working environment

              • Able to speak  English, Zulu&sotho or English  & Afrikaans

              • Excellent training provided

              See more

              SalaryR5 000 p/m

              Work TypeContract

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