Digital Support Consultant

Position Description
This exciting opportunity is available within the Digital Support Hub at the Contact Centre in Auckland Park.
Key Responsibilities
The purpose of this position is to provide digital support to the PLCC and Intermediary environments. The role also requires the testing, coaching and optimising of new or existing systems and processes within the PLCC.
Principal Accountabilities
User Acceptance Testing
Plan testing and testing scenarios.
Test results analysis, interpretation and feedback
Test that the system responds as per business requirements.
Report and Log all issues traced while testing
Pre and Post testing of any changes or further builds/enhancements on the system.
Check that usability of the system fits requirements.
Entry/Exit Criteria Sign off
Coaching
Coach the system changes.
Coach any user to understand and navigate new changes.
Track user progress and report to the line manager.
Quality assurance.
Identify trends and overall business unit improvements of the various stakeholders
Business support
Stakeholder engagement.
Plan coaching/training sessions in conjunction with WFM.
Update the PLCC users with any changes.
Ensure that the stakeholders are coping with the change.
Constantly test where the change acceptance is in the PLCC.
Work with training to ensure the correct training is transpiring.
AVAYA
Mainframe
PolicyCenter
Confluence (Project management)
JIRA (Project management)
CA Unicentre.
CRM
Broker Portal
Client Applications
RPA Qualification and Experience
Grade 12
Proficient with MS Office (advanced)
Short - term insurance industry experience ( 2 Years)
Knowledge & understanding of Santam systems (Policy Center, Avaya, CRM etc,)
Previous experience in a Call Centre and/or Service Desk environment Skills
Listening Skills
Reading Comprehension
Complex Problem Solving — identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Time Management
Organisational Skills
Excellent interpersonal skills
Excellent analytical skills
Proven experience to conduct verbal exchange of information requiring difficult explanation as well as tact and diplomacy relating to various fields.
Execute initiatives, programmes and strategic objectives.
Proven computer literacy, including advanced MS Word, MS Excel and MS PowerPoint.
Good communication skills both verbal and written.
Ability to interact and liaise with a diverse audience range.
Training/ Presentation Skills
Competencies
Must be energetic, productive and thrive on challenges.
Effectiveness
Problem solving/Analytical ability
Strong Customer Focus (Delivering results and meeting customer expectations - focuses on customers’ needs and satisfaction)
Well organised (Developing specific goals and plans to prioritize, organize, and accomplish your work.)
Diligence
Able to work independently as well as within a team environment
Client focus
Communication Management
Training
Problem Solving
The ability to impart knowledge written and verbal
Drive for results
Strong attention to detail
Work under pressure
Commitment
Computer Literacy
Insurance Process Knowledge
Conflict Management 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. Turnaround time
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.