Operational Support Analyst

**Introduction**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.**Role Purpose**
- The Operational support analyst is responsible for processing and updating policies (errors, values, calculations, overrides etc) on PDS either via an interactive screen or data base update. Key purpose is to ensure that policy fixes and updates are done timeously, accurately and within SLA to manage stakeholder expectations.**Requirements**:
**Essential Behavioral success factors**

**Developing Expertise**

Is open to taking up learning opportunities; is quick in acquiring knowledge and skills; develops expertise by updating specialist knowledge.

**Interpreting Data**

Interprets data rationally by quantifying issues; applies technology as a means to evaluate data; evaluates information objectively.

**Producing Output**

Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output.

**Managing Tasks**

Manages tasks by being organized and methodical; plans activities systematically; sets priorities for tasks.

**Following Procedures**

Conforms and adheres to rules; closely follows instructions and procedures; minimises risks by sticking to processes.

**Taking Action**

Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.

**Team Working**

Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making.

**Examining Information**

Analyses and processes information; asks probing questions; strives to find solutions to problems.

**Important Behavioural success factors**

**Documenting Facts**

Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.

**Interacting with People**

Is lively and projects enthusiasm; is talkative in making contact; is focused on interacting and networking with people.

**Making Decisions**

Is determined and decides on actions; willingly assumes responsibility; is definitive and stands by own decisions.

**Adopting Practical Approaches**

Applies practical skills when investigating issues; prefers to learn by doing; is practically minded and applies common sense.

**Checking Things**

Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high-quality work by being detailed.

**Qualification(s)**

**Formal qualifications**

**Importance**

Relevant NQF Level 5

Desirable

Grade 12 or equivalent

Essential

**On-the-job training/qualifications**

**Importance**

**Specific licensing or registration**

**Importance**

**The following experience requirements are relevant to this job**:

- 3-5 years’ relevant experience in Business/Operations (essential)
- Experience in financial services or insurance industry (essential)
- Knowledge of Momentum Traditional products and business processes i.e. Claims, refunds, Retirement (PUP) process (essential)
- An understanding of the Operational functions used with the IBMi (PDS) system.
- Understanding of DBU functions that are performed to update/rectify policy files.
- Experience in operations will be advantageous.
- Proficient understanding of the Insurance industry

**Duties & Responsibilities**
- INTERNAL PROCESS- Investigate and update policies received from business via interactive screens or DBU
- Investigate and update policies received via batch processes
- Take ownership of personal queue and manage service level agreements
- Review manual activities and make recommendations for process improvements and efficiencies
- Review current processes and make recommendations for improvements and efficiencies

CLIENT
- Provide authoritative, expertise and advice to clients and
- Build and maintain relationships with internal stakeholders.
- Deliver on service level agreements to ensure that client expectations are
- 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

PEOPLE
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change
- Continuously develop own expertise in terms of professional, industry and legislation
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Take ownership for driving career development.

**Competencies**
- Knowledge of Life Insurance - Momentum Traditional insurance products
- Knowledge of Life Insurance systems and processes (PDS - Claims, refunds, Alterations, new business, reinstatements etc)
- Knowledge to perform database updates (DBU)
- SQL knowledge
- Communication skills
- Prioritisation skills
- Interpersonal skills
- Problem-solving skills
- Anal