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

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

Posted on 2025-08-28 00:00:00

Employer Unspecified
Category IT / Computing / Software
Location Cape Town Region  / Cape Town City Centre

Job Summary

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

View Job  Johannesburg: TJ 15889 - INTERMEDIATE PYTHON DEVELOPER

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