Mis Specialist

4 days ago

Johannesburg, South Africa Santam Full time

Who are we?
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. What will you do?
Operations Shared Service provides key analytics to Management of Santam’s Contact Centre in order for them to achieve their objectives by providing a service on an analysis and interpretation of key drivers within the Contact Centre

1. Financial
- Reporting on financial achievements against targets including but not limited to the following (cost versus growth as well as profitability targets) and providing analysis with possible solutions to improve financial performance (churn rate, conversion per area)
- Drive data accuracy and objectivity in the Performance management processes (Result Areas and Result Indicators) as well as published financial, tactical and strategic reporting
- Assist in development of ad hoc actions/initiatives to achieve agreed strategic objectives, productivity, acquisition costs, channel optimization, client centricity and broker segmentation

2. Contact Centre performance
- Facilitate formulation and implementation of governance framework, i.e. Balance Scorecard, Business Planning and Information management
- Relationship Management and internal and external customer focus
- Facilitate the development of Balanced Scorecards for other hierarchical levels within Operations and improve understanding of how initiatives impact achievement of strategic objectives
- Ensure alignment between departmental Scorecards and Operations Scorecard and guide an operational discussion in line with strategic objectives to ensure focus and relevance.
- Evaluate the financial performance of Business Units and provide regular, relevant reports highlighting areas of inadequate performance
- Provide assistance to Strategic Business Unit Heads to build business cases and prepare strategic proposals What will make you successful in this role?

Reporting
- Performance Reporting (staff and business)
- Daily Stats & Analysis (operational reports, tactical)
- Monthly Stats & Analysis (operational, tactical and strategic)
- Productivity Report/Plan(operational & tactical)
- Weekly Stats & Analysis (operational reports)
- Co-ordination with other business units such as (e.g. Finance, HR and IT ,Risk Service) are critical to be able to understand, design and develop new reporting tools
- Facilitate utilization of relevant reporting tools amongst management to benefit from improved understanding and focused effort
- Develop and implement meaningful reporting tools for Santam Business Units, and other relevant high level reporting.

Qualification and Experience
- Degree or diploma in IT or Analytics would be an added advantage.
- Minimum 2-3 years’ experience dealing with management information systems and/or data analysis.
- Advanced knowledge of the financial services industry, especially the short term insurance industry and contact centres would be beneficial.
- Advanced understanding of business, as well as supporting processes and technology.

Knowledge and Skills
- Strong MS Excel, Excel Macros, Power Query and SharePoint skills.
- MS PowerPoint and presentation skills
- Critical thinking and argumentation skills
- Excellent communication skills
- Probing skills
- Collaborating skills
- Analytical and results orientated skills
- Communication & Facilitation skills
- Strong attention to detail with clear & concise data analysis
- Understanding of Contact Centre Technology & systems

Knowledge and Skills
MIS reports
Data trends and analysis
MIS Database
Service delivery
IT governance and compliance Qualification and Experience Diploma and the required Certification with 4 to 6 years related experience. Knowledge and Skills MIS reports Data trends and analysis MIS Database Service delivery IT governance and compliance Personal Attributes Organisational savvy - Contributing independently Manages complexity - 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 four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Being resilient - Contributing independently Collaborates - Contributing independently Cultivates innovation - Contributing indepen

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