Support Team Leader
R300K - R350K

Minimum Requirements
• Matric
• Business Management Qualification
• Insurance certificate or equivalent
• Testing qualification an advantage
• Development qualification an advantage
• Business Analyst Diploma an advantage

Experience
• 5 years support experience in the Short Term Insurance Industry.
• Experience within the AFI Support team an advantage.
• SQL experience an advantage
• Strong Excel, Word and Power Point Skills essential
• Sound financial experience within the support environment essential
• Experience working with system application securities is essential
• Experience supporting Project Managers, Business Analysts, Testers, Developers and Business Users will carry a large weight when assessing candidates.
• Experience managing data and processes on Helpdesk logging systems essential.
• Experience as a Team Leader an advantage.

Job Specification
Development
• Management of daily administration operations
• Management of Support Team
• Management of Support during emergencies

Decision Making and Planning
• Management of internal processes
• Ensure Knowledge transfer and minimize key man

Dependency Risks
• Participate in the interview process for developers.
• Monitors individual team members to identify and schedule required training
• Manage time effectively during task execution in order to meet assigned milestones

Call Logging Systems Maintenance
• Management of call data on the Internal Help desk system applications
• Ensuring calls are constantly attended to by the various IT Teams

Leadership Lead, guide and support
• You will lead the Support and will be instrumental in ensuring the team effectively Support IT Teams
• Establish responsible deadlines for reporting staff and personal work plans

Accountability
• Providing Project and MAT Call status reports to Senior Management
• The number of calls processed within SLA by Support
• You will be accountable for the Support Team activities

Behavioural (Interpersonal and Intrapersonal)
• Approachable and willing to help
• Makes a strong, positive impression
• Shows Initiative
• Sets demanding goals for self and others
• Self management: the capacity to plan, manage, monitor and assess own workflow, anticipating obstacles, prioritising and completing of goals and commitments within agreed time-frames.
• Knowledge sharing ability as well as store and update information used, that is easily accessed by planners, auditors and consultants