Job Description

Job PurposeStrategic and Specialist responsible for managing all customer communications across all lines-of-business by utilizing various approved computer system within InsuranceAccountable for management of all regulatory FAIS record keeping in terms of Voice Recordings, Application Forms, customer correspondence and filing all digital communication generated from Insurance Platform onto FilenetParticipate in the development of the overall communication strategy which reflects the needs of varied stakeholders within projects.Development of communication and content to support business objectivesParticipate in the coordination of all aspects of communication projectsEnsure support of leadership for all communications plans in terms of budget, content, and execution.Develop partnership with communications team across the bank, in BU and Corporate Functions.Develop strategic framework for message alignment.Key Responsibilities/AccountabilitiesOutput group 1* Management of Telephony InfrastructureOutputs and measures* Enable and Support Business: • By designing and managing call flows of all contact centres on the Avaya /AWS Telephony Systems • Management of the AVAYA Telephony System • Management of all IVR platform including required changes • Monitor any incidents from inception, user acceptance testing, to implementation and getting the root cause analysis from Group IT. • Provide Business with advice on Bank practice when changing a call flow. • Provide first and second tier support to Business for all Telephony queries Output group 2* Telephony Infrastructure - Voice Recording – NICE and DR