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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
As a Business Improvement Analyst, your primary role is to Investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost, and increase efficiency to address business requirements needed to optimise the business.
KEY RESULT AREAS
- Communication and coordination with stakeholders; this includes internal and external stakeholders.
- Report on all incidents and investigate route causes and trends
- Supports the identification of improvement opportunities by providing relevant data and data analysis.
- Responsible for documenting process changes/new process design and measuring process compliance within the business.
- Investigates and performs business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions.
- Lead Change Management activities between OM Bank and the Contact Centre
- Manage day to day JIRA activities reporting
- Escalate JIRA tickets from Contact Centre to OM Bank and ensure completion
- Manage backlog of new requirements from the Contact Centre onto JIRA
ROLE REQUIREMENTS
- Bachelors Degree (preferable) - IT and Operations specialisation
- 5+ years of experience in Operational role
- Strong understanding of Contact Centre Operations (including 1st and 2nd line support)
- Strong understanding of Contact Centre technologies including CRM, Telephony and Chat
- Ideal exposure to Salesforce and Amazon Connect but not critical
- Strong understanding of incident management tools (e.g. Service Now, JIRA, ZenDesk)
- Strong understanding of Contact Centre case management
- Proven track record of meeting SLAs
- Proven track record of implementing automation tools providing proactive alert management, reporting and insights.
- Financial Services (Preferable but not limiting)
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit.
Skills
Education
Closing Date
26 September 2024
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.
All prospective employees are required to disclose their vaccination status as part of the recruitment process.
Please refer to the Old Mutual’s Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.
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