Description:
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 emp