Head: IT Operations

3 months ago

Cape Town, South Africa Metropolitan Life Full time

**Introduction**
- Metropolitan is one of the oldest financial services brands in South Africa. With a 126-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 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland. 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.

**Role Purpose**The IT Operations team acts as a quality control gate before code change can move to production, and ensures proper change control is adhered to, and that the UAT team has given sign off on the change.

This role also works closely with MMH Group IT on infrastructure and networks management, especially as it pertains to the running of the 120+ Metropolitan branches distributed across South Africa.

In addition to the above, the Head of IT Operations leads the following capabilities:

- Incident Management and business communication (related to incidents, system downtime, changes, etc.)
- Monitoring and Server Maintence
- DevOps and Software Release Management
- UAT and end to end regression testing
- Technology Enablement for sales channel (including branches)

**Requirements**:

- B-Degree in Information Technology (i.e. Computer Science; Informatics; etc) or Business Administration
- 7-10 years experience within a services environment with a focus on effective Testing and Quality Assurance
- 5 years people management

**Duties & Responsibilities**

**Oversee IT systems to ensure quality and sustainability **(Internal Process)**:

- Keep abreast of technology trends and best practices in order to optimise solutions and service delivery.
- Contribute to the development and implementation of tactical plans in line with business strategy and requirements.
- Cascade departmental strategy to ensure understanding and alignment between various businesses and IT teams.
- Operationalise strategy to ensure smooth running of IT systems and processes In line with business requirements.
- Ensure that all activities are designed, developed and implemented in accordance with agreed project management standards, methods and procedures and business strategic outcomes.
- Develop, implement and maintain system support processes for business to provide 1st line business and system support.
- Design, develop and maintain database systems and processes in line with business requirements.
- Oversee work performed in IT operations to ensure consistency and alignment to business requirements across the different functions.
- Develop and implement testing approach and supervise the testing, automation and integration of systems to ensure integrity of production system and optimal performance.
- Sign off on all systems and processes and operationalise usability testing.
- Implement and maintain incident management processes and business continuity plan for the relevant systems.
- Implement slot booking and production verification process to ensure change management in area of responsibility.
- DR & BCP: Retail operationalized and MMH aligned annual process.
- Lead implementation of task automation and process optimisation and recommend enhancements to increase quality and efficiencies.
- Ensure that the core system environment remains secure, documented, maintained and available in accordance with the business requirements and governance frameworks.
- Develop and implement IT Governance and controls to ensure compliance.
- Manage the integration of the various systems and infrastructure.
- Monitor the performance of systems and make recommendations to improve the performance and functionality of these systems.
- Perform regular audits to ensure data integrity and promote process improvements.

**Engage with clients in a client centric manner **(Client Services)**:

- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

**Effectively lead team **(People)**:

- Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
- Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisationa

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