Job Description

Who are we?

The Sanlam Retail Affluent business (SRA) is dedicated to empower South Africans in the middle- and upper-income segments to be financially confident, secure and prosperous. With deep client understanding and a focus on excellence in technology, client and intermediary experiences, SRA delivers financial solutions including comprehensive financial planning, life- and disability insurance, credit solutions, savings and investments, retirement and fiduciary services that can be accessed through various platforms.

What will you do?

In the context of Business Transformation & Shared Services, a business support specialist is responsible for testing and investigating processes, applications, and development and work methods within the Client Care Centre part of Business Transformation & Shared services. You will test for and investigate the effectiveness
and efficiency of business processes, applications and development in order to identify errors, defects and any problems that an end-user can come across when performing their duties You will be required to investigate, analyse and have a clear understanding of the processes, applications and development and work methods that are being implemented, and be in a position to have clarity on the testing and/or investigations that has to be done. These tasks would take place pre-implementation or post implementation and requires an applicant to have a thorough understanding of the types of tests that would need to be run for such processes or systems development as well as a grounded knowledge of the processes, applications and systems being used in the BTSS.

The applicant should have the ability and skills to effectively identify issues and recommend improvements or fixes to defects on processes and development implementation. It is critical to have the ability to provide reports to projects regarding any issues or improvements that may be required. One's ability to assess the business requirements and ability to identify or relate to the typical tests required and be able to follow a project plan for the creation and execution of the test cases.

What will make you successful in this role?

• Responsible to run automated regression testing processes, for debugging results and maintaining existing scripts and up to date test packs.
• Collaborate with business on (Business Reliability Testing) BRT requirements
• Identify and document test cases/procedures.
• Execute test cases and when required escalates any defects.
• Continuously maintain Logs and follows through on identified defects.
• Liaise with test, business and process analysts regarding errors, issues and risks logged during a test phase.
• Produce escalation reports on test related errors, issues and risks.
• Assist in the maintenance of Test related Documentation (Technical Test Specification and logs)
• Provide reports that are based on Test coverage and clearance statistics.
• Participate in, assist with, and give feedback on any activities where product quality practices and risks should be considered.
• Provide aftercare support to production teams for implementation.
• Provide support and assistance with tests aspects on the Robotic Process Automation (RPA) processes.
• Innovative in identifying new trends and challenges during investigations.
• Assist the IT & RPA development team in the replication of defects and then re-testing these defects after fixes have been applied.
• Support Process Analyst or Business Analysts or Trainers with end-user interactions.
• Support Process and/or Business Analyst with investigation on allocated issues.

Experience and Knowledge:

• Minimum of 5 years' experience in the Client Care Centre
• Having have operated in at least the role of a Client Care Representative: Intermediate is very important for this role
• Knowledge and experience of testing, Robotics, Automation or AI will be a great advantage
• Thorough understanding the Client Care Centre processes and functions

Additional Qualifying Criteria:

• Own reliable transport and travelling
• Working From Home capability
• Willing to work flexible hours including outside of normal office hours, Saturdays and Sundays
• Release and Disaster Recovery Testing will be compulsory

Competencies:

• Technical curious
• Communicate effectively and efficiently
• Information gathering and processing
• Problem Identification

Qualification and Experience

Grade 12 with 5 to 6 years related experience.

Knowledge and Skills

Regression testing and scripts

System testing, analysis and reviews

Business Requirements

Logs and tracks and resolves defects

Personal Attributes

Interpersonal savvy - Contributing independently

Decision quality - Contributing independently

Plans and aligns - Contributing independently

Optimises work processes - Contributing independently

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Closing date: 7 March 2024

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

Sanlam