Job Purpose
The purpose of the Business Support Consultant role is to provide operational, technical, and stakeholder support to the business unit and branch network, ensuring effective service delivery, a strong customer and broker experience, adherence to IT governance requirements, and continuous improvement of business processes across the value chain.
Key Performance Area's
Business Support (Operational and Technical)
Provide general business and operational support to improve customer and broker experience.
Support branches with IT-related issues and act as a central access point for business units and branches.
Ensure customer service standards are maintained in line with agreed service level agreements.
Provide technical advice and operational assistance where required.
Document, maintain, manage, and communicate policies and procedures related to the operational support value chain.
Customer and Broker Experience
Drive action from customer and broker insights by aligning initiatives to business priorities and challenges.
Develop, motivate, and influence recommendations to improve customer and broker experience.
Engage with regional stakeholders to understand local needs and implement impactful customer and broker experience initiatives.
Participate in selected projects aimed at improving customer and broker experience.
IT Governance and SLA Management
Ensure IT governance requirements are adhered to across the branch network.
Support the business in making informed IT-related decisions.
Identify risks, determine mitigating strategies, and maintain appropriate risk records.
Stakeholder Management
Act as the central point of coordination and communication between IT, Risk and Compliance, Product and Pricing, and cross-functional teams.
Build and maintain effective working relationships with internal and external stakeholders.
Provide feedback to Analytics and Continuous Improvement teams on opportunities identified within branches.
Ensure compliance requirements are implemented and maintained within assigned regions.
Communicate clearly, effectively, and professionally with all stakeholders.
Application Monitoring
Monitor application and server performance to ensure system stability.
Maintain and manage New Relic dashboards.
Configure and manage application alerts to proactively identify system issues.
Required Knowledge and Experience
Experience
One to three years' experience within an IT operations, or business support environment.
Exposure to insurance operations, customer experience, and business support processes.
MS Suite of products as an advantage
Key Measurements of Outputs
Achievement of service level agreements and agreed turnaround times.
Quality, accuracy, and timeliness of operational and management reporting.
Reduction in operational backlogs and recurring IT-related issues.
Improvement in customer and broker experience outcomes and insights.
Compliance with governance, policy, and procedural requirements.
Effectiveness of stakeholder engagement and issue resolution.
Behavioural Competencies
Stakeholder focus
Customer-centric mindset
Technical Competencies
Knowledge of insurance terminology and products.
Educational Requirements
Qualifications
Relevant qualification in Business, Project Management, or Information Technology.
Insurance-related qualification and regulatory examinations will be advantageous
Deadline:21st May,2026