Job Description

Introduction

Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Perform detailed analysis, document processes and perform user acceptance testing to support the development of innovative solutions to enable business objectives.

Requirements

Information Technology or related degree (Desirable)
Business Analysis certification (e.g. BABOK, CBAP) (Essential)
3-4 years' experience in similar role in insurance industry
Experience in implementing new processes or products
Understanding of administration processes across the client service environment
Knowledge of insurance products and in-house systems

Duties & Responsibilities

Internal Processes

Identify opportunities across the business for cost analysis and process improvement work and consult with relevant stakeholders to scope work.
Gather and interpret requirements from key stakeholders/customers in line with business analysis frameworks.
Partner with business to define projects and scope initiatives, drive the implementation of recommendations.
Collaborate closely with solution teams and a variety of end-users to ensure requirements compatibility and end user satisfaction.
Presenting findings to business, identify shortcomings and apply corrective measures in partnership with business.
Ensure that there is testing and validation of all technical solutions and functionalities in line with business requirements on completion of development to ensure that business requirements are met in the implemented solutions.
Participate in User Acceptance testing and guide users to ensure that the designed solution ultimately meets business requirements.
Map and analyse business processes to better understand operations to identify areas of risk and opportunity.
Partner with BUs to drive and execute improvement recommendations
Enable BUs to track and control improvement initiatives
Enable and support bulk client communication process.
Assist with the automation of processes across Service and Operations.


Client Services:



Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Make recommendations to improve client service and fair treatment of clients within area of responsibility.
Build and maintain relationships with clients and internal and external stakeholders.
Establish and maintain sound working relationships with counterparts in BPO, IT and other relevant areas.
Act as a change agent to ensure adoption of changes.
Participate in providing training and ongoing consulting to Service and Ops as and where required.


People:



Ensure appropriate levels of management and accountability.
Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
Assist in effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
Motivate, delegate and empower appropriately, enabling direct reports to take responsibility and display appropriate creativity and initiative.
Take ownership for driving career development.


Finance:



Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Manage financial and other company resources under your control with due respect.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Competencies

Business Acumen
Client/ Stakeholder Commitment
Drive for Results
Leads Change and Innovation
Collaboration
Impact and Influence
Self-Awareness and Insight
* Diversity and Inclusiveness