Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.
Job Purpose
Responsible for resolving operational system errors and processing enhancement requests. Recognise and understand business needs, through the investigation and categorisation of relevant queries and support with recommendations and implementation of remedial action.
Responsibilities
Client & Customer Management (Internal)
Help senior colleagues manage internal and external systems by enabling business to use the relevant sales or partner systems. Collaborate with the initiator of a change or error request to fulfil any incomplete requirements or documentation. Validate log requests with the understanding and of impact of the requested change. Handle complex partner cases and inquiries, ensuring a high level of service. Serve as the primary liaison for system improvements and error reporting for the distribution channel. Escalates risks and issues to the Business to ensure these are resolved to meet the business’s expectations. Ensures all stakeholders and partners are kept up to date.
Quality Testing
Conduct comprehensive User Acceptance Testing (UAT) to validate the functionality and performance of new systems or changes. Facilitate walkthroughs to demonstrate system features and gather feedback from end-users. Prepare the business for change implementation through training and effective communication strategies. Ensure all stakeholders are informed and equipped with the necessary knowledge and tools for a smooth transition. Coordinate with deployment teams to confirm that all requirements for business approval are met.
Operational Compliance
Accept and process only those requests that have been approved by the business. Adhere to mandatory procedures to maintain high-quality standards. Comply with both external regulatory codes and internal codes of conduct. Ensure consistent service delivery aligned with company policies and partner expectations. Foster a culture of excellence and accountability within the team to uphold the company's reputation.
Data Management
Use data management systems to access specific information as and when required.
Work Scheduling and Allocation
Organise own work schedule each day in line with changing priorities. Plan and manage outstanding changes and ensure timeous completion. Assess the scope and complexity of the change to determine the necessary resources. Develop a clear plan of action, including milestones, deliverables, and deadlines. Prioritise tasks based on urgency and importance, aligning them with business goals. Provide clear, constructive technical guidance to team members as needed. Ensure that all activities adhere to relevant regulations, standards, and best practices.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Administration
Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
Business and Operations Requirements
Conduct thorough investigations to identify the root causes, patterns, and relationships of issues. Exercise due diligence in addressing the correct problems with appropriate solutions. Utilise standard analytical methods and execution cycles for error identification and enhancement understanding. Make informed decisions based on available data, ensuring a comprehensive understanding of how individual issues fit within the larger system. Resolve basic inquiry-based change requests, often stemming from operator errors, insufficient training, or technical non-compliance. Oversee change management to prevent unnecessary or unapproved modifications, maintaining a controlled environment. Directly resolve the issue or oversee its resolution through other support divisions. Review and analyse existing processes, effectiveness and efficiency, and then develop strategies for improving or leveraging from these systems.
Education
Grade 12 (Essential); Relevant Degree/Diploma (Advantageous)
Experience
Think you have what it takes to be part of an unstoppable team who constantly finds better ways to give peace of mind? Don't wait, apply now.
