Assistant Manager ICT - Channels & Business at Madison Group Limited

Job Summary

Reporting to the ICT Manager, the Assistant Manager ICT-Channels & Business is responsible for leading the Channels and Business Intelligence function in managing and supporting business systems including Dev Ops, Reporting and Analytics and solutions enhancement issues related to our core systems to ensure seamless integration and deployment of channels solutions.

Duties and responsibilities

• Leading the Channels and Business Intelligence technical function in managing and supporting business systems including solutions enhancement and support for issues related to the business units.
• Managing integrations across various platforms; including core insurance systems, financial systems, customer relationship platforms and communication systems (SMS and Email).
• Project Management, ensuring delivery of projects and initiatives within time, budget and resource constraints
• Work independently and collaboratively with other support teams to troubleshoot integration platforms, server performance issues and tune the environment based on findings so as to achieve desired outcomes.
• Work closely with IT Security to ensure that the channels services are well secured towards ensuring robust and secure services
• Recommend and implement upgrades or changes to the channels solutions for performance, security or business benefits. Identify and execute ICT-based solutions for enhancing efficiencies across the different business units
• User Support tasks – Provide first level IT training and support to users in addition to keeping track of user issues and oversee their prompt resolution. Develop subject matter expert knowledge of Mobile, self-service and other client facing technologies
• Ensuring alignment of the Channels and Business Intelligence function towards the company strategy such as greater reach, industry competitiveness and overall profitability.
• Contributing to the weekly service review meetings to monitor progress on projects, initiatives and issues that touch on Channels, DevOps and Business Intelligence functions.
• Manage/action service requests raised directly or escalated to the middleware & integration support team and within the pre-determined SLA. Ensure compliance of SLAs with system vendors.

Key Competencies Required

• Demonstrable track record in system analysis, relational database design, software development and IT Support Operations functions.
• Technical skills to effectively perform or guide the performance or support operations and quality controls in a manner that consistently produces high-quality service.
• A high level of oral and written communication skills in order to communicate effectively with executives, senior managers, colleagues, and other stakeholders.
• Ability to interact with all levels of customers and staff in the organization.
• Team player with excellent interpersonal skills.
• Ability to manage changes.

Knowledge & Work Experience

• At least 3 years’ case management experience in a medical insurance environment, with at least 2 years as a care manager.
• Demonstrated knowledge of managing admissions and discharges in a busy insurance company
• Demonstrated experience in engaging service providers and doctors and negotiating cost
• Demonstrated experience in case management reports, physical visits, virtual follow up of admitted cases

Requisite Qualifications

• A Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Minimum 5 years’ experience in a senior software development and/or IT systems support role within a large highly digitized organization managing mission-critical systems.
• Proven experience managing digital platforms (web/mobile/API) in a high-availability environment.
• Demonstrable track record in system analysis, software development, relational database design skills and IT Support functions. Working with Oracle Database is an added advantage.
• Good understanding of the BFSI Industry (Banking, Financial Services and Insurance) and how Information Technology contributes to the success of financial institutions.
• Solid understanding of web services, REST APIs, micro services architecture.
• ITIL Service Level Management certification is an added advantage.
• Experience with agile delivery methodologies and modern SDLC processes.
• Highly analytical in problem solving with the ability to apply original and innovative thinking.