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

SUMMARY:
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POSITION INFO:

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 directly

Approximately 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 consultants

Experience 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 candidates

Please email me your detailed CV:  jino.