Technical Officer providing support and maintenance for IT systems at BCXP. Involves troubleshooting, administration of services, and client engagement in Johannesburg.
About the role
- Project managing the implementation of new, add issue cases and services on complex cases and ensuring all business partners complete requirements of the sold case process.
- Project Manage the reimplementation of complex cases with acquisitions and major changes in account structures, ensuring all business partners complete requirements of the reimplementation process.
- Specialist is responsible for accurately gathering data and documentation directly from the broker or customer, from the point of sale through the finalization of the Customers Implementation.
- Attend customer/broker finalist & kick-off meetings in person or telephonically. Facilitates the initial introduction of the implementation process. Including creation and development of kick off materials.
- Owns the completion and retention of implementation documentation.
- Collaborates with Underwriting on pricing and plan design to ensure sold case proposals match customer needs found during data gathering.
- Responsible for the development of finalist materials specific to Implementation process.
- Presents telephonically or in person, the Implementation process to the customer/broker during the pre-sale finalist presentation.
- Adherence to Compliance policies and procedures including but not limited to: Encryption of emails as appropriate.
- Actively participates in internal roundtables and consultation with the sales exec and internal business partners.
- Responds to internal/external customer calls and correspondence related to the implementation of sold case and add issues.
- Follows through on expressed commitment to the external/internal customers and if commitment cannot be met, provide clear expectations on next steps.
- Researches and resolves customer issues, offering alternative solutions.
- Provides consultation on benefits, plan designs and contract language that have been sold to the customer to ensure deliverables meet the customer's needs.
- Responsible for ensuring customer deliverables are delivered accurately and timely.
- Facilitates PG (Performance Guarantee) negotiations with client/broker and internal disciplines.
- Drafts, negotiates, and distributes initial Agreements and Applications (PG's, ASO, LOI's, etc.) and coordinates client signatures and countersignatures.
- Identify non-standard language, provisions or agreements that require consultation with other business.
- Develop successful customer/broker relationships over a compressed timeframe to facilitate the Implementation.
- Transition the case to field service team upon completion of the Implementation without service disruption to the customer.
- Reviews and assesses RFP's for CAPP (collaborative approach to presale planning) calls as needed.
- Mentors and trains new team members.
- May be overall project leader for other Implementation Consultants to support large blocks of business.
- May represent Implementation in large interdepartmental projects; new product and service rollouts, compliance/legal issues, best practice/procedure changes.
Requirements
- 2+ years knowledge of Group Benefits Life and Disability products, provisions and service offerings required
- 2+ years Group Benefit Project Management and organizational skills required
- Leave Management and Voluntary product experience a plus
- Prior Group Insurance Implementation experience a plus
- Customer facing experience preferred
- Ability to develop strategic alliances with various internal and external business partners.
- Proficient in MS Office Suite (Word, Excel, PowerPoint, MS Project)
- Ability to travel up to 20% of the time
- Demonstrates proficiency in utilization of administrative systems (i.e. NSR, Prism/Promise, Case Management, PST, WFT, Document Management Folders, Team Gen, SharePoint sites, webinar)
- BA degree and / or relevant work experience
- Effective financial underwriting, marketing, relationship and account management capabilities.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Occasional bonuses
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Technical Officer providing IT support and maintenance in Johannesburg, focusing on proactive management and incident resolution.
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