Key Purpose

• The primary responsibility of this role is to ensure the integrity and accuracy of Discovery Life policies across all stages—post-New Business, during Servicing, and after Claims. This includes analysing errors, conducting root cause analysis, and providing timely support to the business by implementing immediate resolutions to system failures. By proactively mitigating service disruptions, this role plays a key part in optimizing processes and enhancing overall operational efficiency.

Areas of responsibility may include but not limited to

• Operations Business Support – Investigate and resolve system errors, analyze production defects, and identify root causes to prevent recurring issues
• Provide technical and systems support to the Servicing, Replacements, Contractual Changes, and Claims business units to ensure seamless operations
• Actuarial Support – Verify premium calculation issues, resolve instability and data errors
• Technical support to data fix team for verifying, lifting and replacing of policy locks
• SLA management with all system teams to ensure that Production errors are resolved timeously
• Analysing and reporting on trends and Root Causes and identifying process enhancement opportunities
• Analysing and reporting on Exception reports
• UAT Team – Testing of all new product and processes for all system releases. Co-ordinating user testing, running weekly stand ups with Test Analysts, BA’s and development team and providing sign off for implementation
• Plan and deliver monthly billing support to ensure accurate processing and reconciliation
• Oversee and provide same-day feedback on inquiries within the Claims, Servicing, and Vitality Rating email groups to ensure timely and effective communication
• Facilitate the processing of claims, servicing requests, and legal policy voids and reconstructions to ensure accuracy, compliance of product rules and adherence to defined SLAs
• Daily reporting – Actuarial Support escalation list
• Monthly reporting on:
• Vitality Ratings
• Voids & Reconstructions
• Staff resignations
• Adhoc tasks as allocated or required by management

Education and Experience

Essential:

• Matric
• At least 2 years of administrative experience in the financial services or life insurance industry
• At least 2 – 3 years’ experience in Discovery Life

Advantageous:

• Qualification in Business / Data Analysis from an accredited institution
• Experience within the Discovery Life Servicing, Contractual or Claims environment
• At least 1 years’ experience in Discovery Life within a Technical Role

Technical Skills and Knowledge

Essential:

• In-depth understanding of Discovery Life products and Operations business and systems
• Demonstrated Analytical and Problem-Solving Capability
• Comfortable navigating ambiguity
• Good verbal and written communication skills
• Excellent numerical and analytical skills
• Knowledge of the Life Insurance market
• Proficiency in MS Word, MS Excel and MS Outlook

Advantageous:

• Familiarity with SQL Data base