Operational Support Analyst

SUMMARY:
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POSITION INFO:

Job Purpose:

• To provide first line support to clients on banking products and assist to process electronic files for clients.

Preferred Requirements:

• 3+ years’ experience working with SQL.
• Certificate or Diploma in an administrative field
• A minimum of 1-year experience in a similar role
• 2+ years’ experience in MS Office, especially Word and Excel
• Sound knowledge of Bank and Insurance industry

Personality Attributes:

• Must be customer focused and enjoy establishing good customer relations.
• Exceptional written and verbal communication skills
• Strong analytical and interpersonal skills
• Proactive and adept problem solver
• Able to keep information confidential.
• Should exhibit excellent time management and organizational skills to complete the assigned work effectively.
• Honest and trustworthy.
• Ability to work in a team and as an individual.
• Good presentation skills
• Ability to work under pressure and adhere to deadlines.

Role Responsibilities:

• First Line Support - monitor communication channels and provide first line response for any customer queries, problems and incidents raised.
• Incident & SLA Management - ensure incidents are handled, escalated and resolved within the agreed SLA times.
• Test Support - support testing partners with any queries or issues raised during the industry testing (i.e. pre go-live) phase
• Product implementation and maintenance - To implement, monitor and maintain the operation of products and services for the customer.
• Knowledge management - Responsible for creating and maintaining knowledge base content for operational support.
• Take accountability for client files. Ensure that all transactions/files are processed timeously, and feedback are supplied to clients.
• Document findings and provide regular incident reports to stakeholders.
• Maintain effective system information and ensure that updates occur timeously.