Operations Support Analyst
3 months ago
**Introduction**
- Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- Provide system and product support to various stakeholders and resolve queries from the service areas in order to enhance the client’s experience.**Requirements**:
- Grade 12 or equivalent
- Relevant NQF Level 5
- 3-5 years’ relevant experience in Business/Operations (essential)
- Experience in financial services or insurance industry (essential)
- Knowledge of Metropolitan products and business processes i.e. Claims, Refunds, Retirement (PUP) process.
- An understanding of the operational functions used with the IBMi (PDS) system will be advantageous.
- A solid understanding of DBU functions that are performed to update/rectify policy files.
- Experience in operations will be advantageous.
- Proficient understanding of the insurance industry.
- Basic SQL knowledge will be advantageous.
**Duties & Responsibilities**
**INTERNAL PROCESS**
- Provide system and product support for implemented system and product solutions
- Analyze processes and suggest improvements to get better efficiencies.
- Take ownership and resolve reported problems by understanding the reason for the incident and determine the most appropriate way to resolve it and action it accordingly and timeously.
- Perform data base updates on policies to resolve errors.
- Provide feedback on progress of all tasks to applicable stakeholders.
- Filter issues to identify system failures and report to Applications support analysts.
**CLIENT**
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with internal stakeholders.
- Deliver on service level agreements 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.
**PEOPLE**
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.
**Competencies**
**Knowledge**
- Knowledge of Life Insurance (Metropolitan Product offerings - VG, Console, Home Services, OB)
- Knowledge of Life Insurance systems and processes (PDS - Claims, Refunds, Alterations, new business, reinstatements etc)
- Knowledge to perform data base updates (DBU)
- SQL knowledge
**Skills**
- Communication skills
- Prioritisation skills
- Interpersonal skills
- Problem-solving skills
- Analytical skills
- Planning and organising skills
- Supporting and Co-operating
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