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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

  • 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

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