Key Responsibilities:

·
To work with the proposition, operations, change and
development teams to assist in solving business and system issues and designing
business solutions to deliver superior customer experiences and a low ‘cost to
serve’ operation.

·
Provide proactive, on-going support to cross functional
teams and team members to support a mature working environment, including
assisting with production support and migration related tasks and issues when
required.

·
Build relationships and collaborate with key stakeholders to
build trust that will help to ensure deliverables stay on track, especially
linking Operations and IT teams together.

·
Contribute to the evaluation and improvement of the
strategic and operational elements of the IT Support Process

·
Perform daily health checks to ensure application related
issues are pro-actively identified and addressed

·
Working within the ITIL ITSM framework, including the
logging and response to incidents, problems, and changes.

·
Incident investigation, troubleshooting and resolution.

·
Liaising with Infrastructure and Application partners to
log, manage and resolve queries.

·
Work closely with the Infrastructure teams to continuously
improve the stability in this environment

·
Communicating with teams in the business to notify of
system incidents and resolution thereof.

·
Protect and ensure the stability of the operational
systems as well as maintain the integrity of the data they contain.

·
Proactively suggest ways of improving system stability,
availability, performance, and reliability.

·
Work independently on escalated issues.

·
Ownership of the support “how-to” knowledge base.

·
Out of hours availability to manage high priority
incidents, issues, and support on Infrastructure and Application maintenance
and patching

·
Monitoring of web usage and outages using monitoring tools
and infrastructure dashboards

·
Work with IT team to ensure frontend system security is
always maintained

·
Assist in maintaining the digital principles of the
business

·
Quick response to add-hoc requests, and important
deliverables to clients.

Requirements

·
At least 5 years Application
support experience in a Wealth Management/LISP/Asset Management business

·
Experience in
delivering exceptional customer service

·
Experience in
solving complex problems for customers (internal or external), applying system
thinking principles.

·
Experience in
building successful relationships and working collaboratively across
departmental teams

·
Experience at
working in a fast paced, proactive and delivery focused environment

·
Experience in
collaborating with third party administrators and Global vendors

·
Working experience on supporting front end applications and adviser and
client journeys

·
Relevant
Commerce degree in IT, Finance, Economics, Statistics, Investment Management or
Business Management.

·
Excellent verbal
and written communication skills.

·
Higher grade
maths (or equivalent) passed with a B average.

·
Multilingual
(Advantageous).

·
Minimum 5 years’
experience in a digital business, working on front end systems

·
ITIL/COBIT
qualification

A successful candidate will show:

·
A deep
understanding of investment and life products (to subject matter expert level)
in order to talk about investments confidently.

·
An
understanding of financial services regulation as it relates to investment
platform providers.

·
An in
depth understanding of the trading and payment cycle of a Platform business.

·
An in
depth understanding of providing solutions and experiences which delights
financial advisers.

·
A clear
understanding of how an adviser’s business works.

·
A clear
understanding of the competitive landscape for our platform.

·
A strong
understanding of change management processes.

·
Ability
to work systematically with exceptional attention to detail.

·
Great
communication skills both written and verbal

·
A working
understanding of Application Infrastructure and Integration concepts

It is our
intention that the appointment will be made from the designated group in line
with the Employment Equity Plan of STANLIB and the specific business unit. We
welcome applications from candidates with disabilities. Employees with
disabilities must be able to perform the essential functions of the position,
with or without reasonable accommodation.

By
applying for this role, you authorise STANLIB and Liberty, in its capacity as
employer, to access your personal information and to utilise said information
for recruitment purposes for this role.

Competencies:

Communicating with Impact:
Communicates effectively in both the written and verbal format
delivering clear, succinct messages.

Customer Service:
Commits to achieving high quality results and provides a
prompt, suitable and personalised service to customer’s that meets their needs.
Take personal accountability for delivery.

Driving for Excellence:
Approaches work in an orderly and systematic manner to ensure
the achievement of high quality customer service.

Analytical Thinking:
Understands a situation or problem by breaking it into smaller
pieces and tracing the implications of a situation in a step by step way.

Entrepreneurial and Commercial Thinking:
Understands the economic environment and able to make well
informed business decisions.

People Skills:
The ability to influence a wide range of diverse individuals
and groups positively.

Resilience:
Responds to stressful situations in a calm and proactive manner
and keeps self and team focused on balancing personal energy with business
result.

Teamwork and Cooperation:
Cooperates with others to accomplish common goals.

Persuading and Influencing:
The capacity to persuade, convince and influence others for the
purpose of achieving desired results.

Leading Change:
Continually seeks and encourages others to see opportunities
for new and innovative approaches to solving organisational problems.

Trust and Integrity:
Shows sincerity, honesty and consistency in words and actions.