Financial Services Business Operations Expert

6 days ago


Cape Town, Western Cape, South Africa IOCO Full time

We are seeking a skilled and experienced Financial Services Business Operations Expert to join our team at iOCO.

About the Role

The successful candidate will act as a liaison between business stakeholders and development teams, ensuring effective communication and understanding of requirements. They will also be responsible for mapping and updating all business processes in relevant areas.

Key Responsibilities:

  • Responsible for managing service support for allocated services with a focus on effective incident management
  • Awareness of changes released into production environments for allocated services
  • Collaboration with other experts on changes that may impact allocated processes
  • Owning the live environment for allocated services and maintaining close relationships with key stakeholders
  • Maintaining and updating knowledge articles
  • Identifying problem areas and following up on logged issues
  • Escalating concerns to relevant stakeholders

Performance Measures:

  • Investigations related to allocated services
  • Key contact person for IAP Service Desk for systems in allocated services
  • Weekly review of incidents in allocated services
  • Evaluating the quality of knowledge articles
  • Creating new knowledge articles or QA existing ones
  • Ensuring team awareness of new knowledge articles
  • Identifying training needs for support agents and users
  • Creating user manuals and assisting with training materials
  • Conducting training on new areas or concerns
  • Attending daily stand-up meetings with peers (updating on daily issues)
  • Escalating hotspots in weekly team meetings
  • Collaborating with business analysts and stakeholders to gather and document business requirements
  • Working with software development teams to translate business requirements into functional specifications
  • Partnering with UX/UI designers to optimize the user experience of financial services software
  • Driving problem investigations in allocated services
  • Collaborating with QA teams to ensure high-quality standards
  • Conducting UAT and facilitating feedback sessions
  • Acting as a liaison between business stakeholders and development teams
  • Maintaining comprehensive documentation of business requirements and system specifications

Your Background:

  • Must have strong financial services experience, particularly solid knowledge and understanding of insurance products and policies
  • Proven experience as a Business Analyst or Application Support Analyst
  • Strong understanding of digital technologies and trends
  • Excellent analytical and problem-solving skills
  • Familiarity with agile methodologies
  • Ability to understand and use computational theories and practical skills
  • Ability to effectively interact with data users, managers, and other stakeholders
  • Ability to identify and describe complex interplay between technologies and organisational structure

Salary: The estimated salary for this role is $80,000 - $110,000 per annum, depending on location and experience.



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