Job Description

Job Advert Summary

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.

Minimum Requirements

Education:

A 3-year tertiary qualification related to the field of Business Processes, Administration or Analysis

Experience:

4+ years Technical Business Experience 3+ working experience in a back-office environment (preferred) 3-5 years' experience within a financial services environment, preferably in the Insurance Industry

Knowledge and Skills:

Comprehensive use of MS Office applications (Outlook, Visio, Word, Excel, Powerpoint, Projects) MS Access and SQL experience/skills Business acumen Knowledge of Financial institutions (preferred)

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

Duties and Responsibilities

Review and document existing 'As-Is' business processes and participate in the design of 'To-Be' business processes Develop and test using comprehensive UAT test packs for unit and systems testing Provide post-implementation support and track the effectiveness of internal process administration Deliver user training for specific process or system changes Drive projects to improve contact data and self-service functions Analyse business needs Draft and prioritize business requirements for IT systems and business processes Use data analysis to identify risks and implement controls in data analytics and risk control management

Other duties

To execute policies and procedures related to service delivery in Operations and between other areas Development of user training material/awareness's 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 prioritisation and work schedules

Stakeholder management

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

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