Standard Bank Operations Support Communication Record Keeping Manager - Insurance Jobs in South Africa

Job Purpose

Strategic and Specialist responsible for managing all customer communications across all lines-of-business by utilizing various approved computer system within Insurance

Accountable for management of all regulatory FAIS record keeping in terms of Voice Recordings, Application Forms, customer correspondence and filing all digital communication generated from Insurance Platform onto Filenet

Participate in the development of the overall communication strategy which reflects the needs of varied stakeholders within projects.

Development of communication and content to support business objectives

Participate in the coordination of all aspects of communication projects

Ensure support of leadership for all communications plans in terms of budget, content, and execution.

Develop partnership with communications team across the bank, in BU and Corporate Functions.

Develop strategic framework for message alignment.

Key Responsibilities/Accountabilities

Output group 1* Management of Telephony Infrastructure

Outputs and measures* Enable and Support Business:

• By designing and managing call flows of all contact centres on the Avaya /AWS Telephony Systems

• Management of the AVAYA Telephony System

• Management of all IVR platform including required changes

• Monitor any incidents from inception, user acceptance testing, to implementation and getting the root cause analysis from Group IT.

• Provide Business with advice on Bank practice when changing a call flow.

• Provide first and second tier support to Business for all Telephony queries Output group 2* Telephony Infrastructure - Voice Recording – NICE and DR

Outputs and measures * Monitoring and ensuring

• Call Center supervisors and team leads perform weekly audits by checking that their agent’s calls are recording in their respective skill group

• Managing faulty voice recording on the weekly report generated by Dimension Data

• Downtime and outrage Incident Management and invoking the abridged Business Continuity Management Plan

• Assist with Telephony DR Testing together with the Business

• Responsible for retrieval of calls as and when Audits are performed by FAIS Internal Audit and FSB

Output group 3 Communication Management

Outputs and measures Responsible for all communication generated from various systems

• Ensuring latest letterheads are utilized by business and updated as and when changes come through

• Keep and maintain a library of all the system generated letters

• Reporting to be done for Postal & Digital per contact centre

• Incident Management for all postage and emails of Letters

• Keep and maintain a Library of all systems generated SMS’

• Manage internal and external communications for project initiatives

• Develop timelines and templates for each communication project

• Apply insights to develop strong platforms for messaging

• Scope, gather and manage relevant content & documentation required to support content development

• Provide regular reports and feedback to associates, partners and colleagues that demonstrate insight, analysis and solutions

• Provide project/campaign/activity results & measurement to evidence business impact

• Implement communication plans

for key priority projects throughout the year aligned to communications strategy and roadmap

• Implement communication framework including templates, formats and style.

Inside Data

• Reconcile all daily post to the systems output report

• Ensure processes are in place for management of nixies

• Set-up and chair monthly liaison meetings to constantly make sure our processes are relevant and adhered too.

• Striata

• Reconcile e-mails generated on Maven to the Striata report

• Get a file of all the undelivered emails and find digital solution to resend the e-mail

• Ensure a process is in place for management of non-delivery

• Set-up and chair monthly liaison meetings to constantly make sure our processes are relevant and adhered too.

Output group 4 E2E – Document Management – Filenet, Documents from Branch & Digital Platform

<Outputs and measures Filenet.

• Ensure all customer communication generated from Maven is stored on the FileNet platform

• All application forms are reconciled to every policy sold via the branch network on Filenet using the QlikView tool. Compliance of > 90% is required

• Indexing of all claims and policy related documents within the SLA stipulated by business

• Investigation of missing application forms with the respective branch who sold the policy

• Responsible for retrieval of application forms as and when Audits are performed by Internal Audit and FSB

Output group 5 People Management

Outputs and measures The highest level of productivity is maintained by staff by:

• Ensuring that the staff is in place to provide the best support possible

• Ensure staff receive the appropriate training to perform their jobs to the highest productivity

• Recruiting suitable staff for System Support when required

• Ensure that a correct level of staff complement is maintained over leave periods

• Ensure that succession planning is place Output group 7 Building Client relationships

Outputs and measures

• Support, manage and maintain relationships with designated business partners and teams to ensure ongoing confidence, trust and commitment to the contribution of communications.

• Coordinate relationships with other stakeholder groups and associates who influence communications implementations Output group 8 Monitor Risk and Compliance Outputs and measures

• Manage Risk timeously and report incidents

• Partner with Compliance to ensure that all communication activities are compliant with regulatory frameworks;

• Drive effective mandatory compliance training in the Image and Workflow area

Preferred Qualification and Experience

Type of qualification: Degree

Field of study: Communication/ Marketing/ Journalism

Marketing and Communications : 3-4 Years Experience Description: Support Function for Communication platforms with the customer

Business Support Insurance services Years: 3-4 Years Experience Description: Understand the functions of the servicing area

Wealth Management Job Family: Wealth Management Years: 5-7 Years Experience Description: Understand the management of this Business Area

Information Technology Job Family: Business Partnering Years: 5-7 Years Experience Description: Support Function for Communication platforms with the customer

Knowledge/Technical Skills/Expertise

Knowledge of the following platforms: Crystal Report Writer, NICE, Filenet, MAVEN, AVAYA IQ, AVAYA, SQL, Sapphire

How to Apply

For more information and job application details, see; Standard Bank Operations Support Communication Record Keeping Manager - Insurance Jobs in South Africa

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