Product Documentation Specialist - Parktown at Hollard Insurance

Job Advert Summary    

The purpose of this role is to own and manage certain personal lines products. Product specs will need to be created and maintained for the core products. Product documentation such as policy wording, underwriting clauses, customer communications and policy schedules will need to be developed, enhanced and maintained. All documentation must abide by legal and regulatory requirements (e.g. TCF, FSCA, FAIS, SAIA) and be accurate in terms of product benefits and limitations. Drive and assist in the strategy of moving towards fewer products in the personal lines space – as part of this strategy, draft product comparisons (T&Cs comparisons as well as limits and excesses comparisons). Draft and/or review consumer education and marketing material, such as brochures.

Key Responsibility:  General Customer Experience enhancement

Outputs required to achieve this responsibility:

• Give guidance and approval sign-off on product marketing material, such as brochures, emails, SMSes.
• Draft and sign-off on consumer education material.
• Draft and/or review and distribute adhoc broker communications.
• Maintain awareness of changes in legislation in order to incorporate this information effectively into product documentation.

Key Responsibility: Product documentation

Outputs required to achieve this responsibility:

• Thoroughly analyse and understand the product construct and value proposition of new or updated insurance products.
• In consultation with the relevant stakeholders, draft product documentation (e.g., policy wording, endorsements, client disclosures, client communications, policy schedules and application forms) for new or updated products, applying principles such as Plain Language and TCF. Also consider prior knowledge and considerations regarding applicable legislation, compliance standards, product structure and benefits, business and underwriting rules as well as competitor communications and related material.
• Circulate product documentation to stakeholders such as Legal, Actuarial, Underwriting, Operations, Sales, Claims, Marketing and consolidate feedback. Assess feedback and apply the necessary changes to drafted product documentation. Finalise product documentation and initiate deployment and updating of relevant registers and document repositories.

Key responsibility: Product enhancement and maintenance

Outputs required to achieve this responsibility:

• Identify product enhancements based on market and internal research and competitor analysis.
• Look for ways to refine product architecture and product process to optimally deliver the customer value propositions.
• Ensure consistency with other in-house personal lines products.
• Draft proposals to refine product designs and supporting processes and submit for review by all stakeholders. Integrate feedback.
• Assist Training function with development or maintenance of training material and training delivery and approve training material.
• Apply TCF and POPI standards and principles in the execution of the above responsibilities.

Key Responsibility:  Product migration

Outputs required to achieve this responsibility:

• Drive and assist with migrating all policies onto one of the 3 core products.
• Thoroughly compare different products (policy wordings, schedules, limits and excesses) and document the differences in cover in an easy-to-understand format

Required Knowledge and Experience    

• 5 years' general insurance industry experience, such as in underwriting, or claims.
• 5 years' experience in writing of product-related documentation, including specific experience in writing of non-life (short-term) insurance policy wording.
• Experience in coordinating input from multiple stakeholders involved in developing insurance product-related documentation.
• Proven experience in the drafting or interpretation of documents which have a legal impact, e.g., contracts, service agreements, policy terms and conditions.
• The ideal candidate would have experience in the drafting and analysis of personal lines policy wordings, ensuring compliance with the regulatory requirements. 

In-depth professional knowledge and experience in this specialised field.

Specifically:

• Logical and technical thinker, who is able to contribute to the achievements of a complex business.
• Accuracy and excellent attention to detail.
• Excellent communication and interpersonal skills.
• Highly articulate with the ability to explain technical concepts.
• Excellent grasp of grammar and the English language, able to communicate and write in Plain Language English, even when communicating complicated, technical concepts.
• A team player.
• Highly organised, with first class planning and delivery capabilities.
• Self-motivated, able to work on own initiative.
• Able to prioritise effectively and deliver with a strong focus on quality.
• Full understanding of the non-life (short-term) personal lines products, underwriting, exclusions and conditions of cover.
• High level of technical knowledge, including insurance principles and practice, and legal principles.
• The ability to create and adapt policy wording and ensure that intent of cover is correctly interpreted and can stand up to due process should it be challenged at any time.
• Detailed knowledge of the legal, regulatory and compliance provisions that apply to personal lines product, distribution channels and the markets in which we operate. Knowledge in commercial products is a bonus.
• Highly proficient in the use of Microsoft Word. Proficient in the use of Microsoft Excel

Educational Requirements    

• Basic: Matric with excellent English results
• Preferred: A qualification in business communication is an advantage, as well as an Advanced Certificate in non-life (short-term) Insurance NQF 6- or equivalent but mostly the candidate will be qualified based on experience and past achievements.