Support Desk Manager: Financial Services Industry: Bellville: Cape Town

Isilumko Staffing

  • Cape Town, Western Cape
  • Permanent
  • Full-time
  • 6 days ago
Support Desk Manager PG10 - SLS SanlamConnect Bellville (Rerun)The client is dedicated to supporting, growing, and empowering clients with affordable, easy, and suitable solutions, primarily through face-to-face intermediary channels, but also directlyApproximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of clients.This is a management position that manages a team of Support Desk Technology Consultants (at various levels of specialty), consisting out of technical- and functional training consultantsExperience l Knowledge:Software Management
Support:
  • Ensure that team knows the software, services and processes through ongoing training sessions and supported documentation.
  • Co-ordinate information sharing sessions with colleagues and partners
Rollouts:
S.net releases (SanQuote desktop and Advice Tools (Sanport, Sanfin, InterAct):
  • Ensure that the Support Desk is prepared and informed to render release support to clients during and after roll-out
Stakeholder management
  • Take responsibility for clearly defined SLA's and working relations between Support Desk Support and its partners (i.e.: SGT, Advice Tools). Yearly review this
  • Take responsibility for regular communication with partners (i.e.: Distribution Support colleagues, SGT etc) to discuss problems, raise issues and look for better ways to work together to deliver the strategy to clients
  • Liaise with partners for process changes and implement accordingly
People management:
  • Ensure that all Support Desk consultants are suitably skilled, qualified and knowledgeable to undertake the duties productively and effectively
  • Coach and develop the Support Desk consultants as and when necessary
  • Undertake timeous recruitment and selection to ensure that vacancies are filled quickly with the correct profiled person
Effective Support Desk management:
  • Ensure that Support Desk phone lines are effectively 'manned' at all times to take incoming calls. Manage resources in terms of effective productivity in this regard (i.e.: shift list/schedule, log out time, unavailable time)
  • Use voice recordings for quality control and to address client complaints. Coach and develop consultants appropriately
  • Undertake daily statistical reporting on calls (logged, closed, dropped calls, duration) to staff. This is taken from BMC Helix and Qlikview.
  • Undertake monthly Support Desk performance and metrics stats for Goals purpose.
Qualification and Experience:
  • Management Diploma or suitable equivalent qualification
  • Information Technology Qualification (degree or diploma) will be strongly recommendable; and/or any secondary qualifications with emphasis on technical related courses such as MCSE, A+, N+, ITILL
  • Minimum of 3-5 years' experience within software deployment and support environment
  • Experience in life assurance or broader financial services industry an advantage
Knowledge and Skills:IT/Systems/Tools:
  • Call Centre/Support Desk systems/software program technology
  • MS packages (i.e. Email, Teams, Word, Excel, PowerPoint)
  • Windows and operating systems
  • Configuration of software and programs
Business:
  • Legislation impacting on the Financial Services environment (FAIS, FICA, Commission Regulations)
  • Basic Sanlam Product knowledge
  • Knowledge of Sanlam Personnel Policy
  • Expense management and budgets
  • Management and co-ordination of manpower resources
Core Competencies
  • Customer Service l Team Success l Planning and Organising l Work Standards l Decision Making l Building and maintaining relationships
  • Communication l Coaching l Continuous Learning l
Personal Attributes
  • Able to motivate and coach staff
  • Relationship building
  • Structured and good planning skills/co-ordination skills
Please note:Communication will only be with shortlisted candidatesPlease email me your detailed CV: jino.

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