Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Delivery within agreed timeframes

o Ability to understand the broader business context

o Monitor production environment

o Record, monitor and resolve incidents

o Perform root cause analysis, data analysis, problem solve and proactively manage reoccurrences

o Gather and document data and reporting requirements

o Produce self-service BI reports

o Test and quality assure final output

o Facilitate implementation and delivery to stakeholders

o Communicate effectively regarding support related activities

o Available to provide 24/7 first-tier standby support for production processes

o Acts as a super user on Data Capability BI applications

· Personal effectiveness

o Accountable for service delivery through own efforts

o Collaborates effectively with others to meet deliveries

o Takes ownership of assigned tasks

o Communicates clearly and timeously

o Problem solving aptitude

o Ability to work under pressure and meet strict deadlines

o Willing and able to learn quickly and able to handle change

o Aligns to ways of working and team culture

o Knowledge and/or experience of working within either Agile and other project methodologies

Requirements

· Tertiary qualification in Information Technology or related fields

· Relevant analytical, data management and/or BI experience in Financial Services

· Project or BAU Support role experience

· Skilled in Microsoft Excel, Microsoft Power Pivot, TeamFoundationServer

· Advantageous: experience in Business Intelligence Reporting

Provides specialist support to high volumes of customers, handling complex queries Provides expert product and service knowledge that may lead to large sales generation.

ResponsibilitiesProduct/Service Information

Lead teams that deliver product/service information; adhere to predefined messaging/positioning of product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Aggregate customer issues and collate the most commonly raised issues in order to create/develop response strategy.

Customer Relationship Development / Prospecting

Develop and implement a relationship management plan for potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented

Collaborates

Communicates Effectively

Customer Focus

Decision Quality

Directs Work

Interpersonal Savvy

Manages Complexity

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

09 January 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.

All prospective employees are required to disclose their vaccination status as part of the recruitment process.

Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.

The Old Mutual Story!