Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Job Purpose
- Lead the management of the user experience design capability of Telesure, innovating processes, developing resources and ensuring that the capability remains in a market-leading position. Integrate customer-centric research and design practices into product and systems design across multiple interdependent projects.
Responsibilities
Customer Experiences Implementation
- Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
Design and Conceptualization
- Produce multiple concepts and prototypes to design digital products/services.
Digital Strategy/Transformational Projects Execution
- Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation.
Customer Experience Mapping
- Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer Experience Strategy
- Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.
Customer Needs/Experience Research
- Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Stakeholder Management
- Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
Product/Service Development
- Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
Leadership and Direction
- Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Experiences Implementation
- Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
Design and Conceptualization
- Produce multiple concepts and prototypes to design digital products/services.
Digital Strategy/Transformational Projects Execution
- Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation.
Customer Experience Mapping
- Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer Experience Strategy
- Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.
Customer Needs/Experience Research
- Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Stakeholder Management
- Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
Product/Service Development
- Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
Leadership and Direction
- Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
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Job Purpose
- Provide support to the Financial Accountants and record and review financial transactions to ensure completeness, accuracy and timely submission of information used to support the business in their financial decision making and ensure statutory compliance.
Responsibilities
Financial Accounting
- Support others by carrying out financial monitoring tasks. Check cash book batches and reconciliations to ensure that transactions are allocated accurately and submit timeously to the accountants on a weekly basis. Prepare monthly balance sheet and income statement journals, reconciliations and schedules and ensure that all supporting documentation is attached in the month end file for review by the Financial Accountant. Prepare VAT reconciliations for review by the Financial Accountant on a monthly basis.
Management accounting and financial management
- Deliver standard operational or administrative processes, interpret instructions and make choices (from defined options) to get the job done. Check accounts payable and receivable batches on a daily basis to ensure that transactions are allocated accurately in terms of amounts, VAT, description and account.
- Control and review the age analysis of the accounts payable on a monthly basis to ensure that it is within the agreed terms and conditions of the suppliers agreements.
Operational Compliance
- Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work. adhere to mandatory procedures to ensure own work is undertaken to the required standards.
- Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Data Collection and Analysis
- Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.
Customer Management
- Assist with general customer queries and difficult customers. Liaise with auditors, external business partners and internal customers on a daily basis to provide accurate information and respond and resolve enquiries to a satisfactory outcome.
Data Management
- Record financial transactions on a daily basis into the applicable business systems to ensure the accuracy and completeness thereof.
Improvement / Innovation
- Find new and innovative ways to provide a more efficient, responsive and speedy process to enhance the overall effectiveness of financial reporting and customer service.
Education
- Matric/Grade 12/ SAQA Accredited Equivalent (Essential); BCom degree in Accounting or similar - SAICA accredited university (Essential)
Experience
- 2 years experience in a similar role (Essential); Experience within the financial services industry (Advantageous).
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Job Purpose
- Complete daily and monthly payroll processing and resolve queries accurately and timeously.
Responsibilities
Payroll Administration
- Deliver accurate and timely processing of payroll; check payrolls for accuracy prior to submission; prepare complex manual payments when required; complete financial reconciliations.
- Responsible for compiling the monthly third party payment schedules.
- Responsible for printing the net payment listing for monthly EFT’s.
Data Management
- Use data management systems to access specific information as and when required.
- Maintain employee data accurately and timeously on a daily basis.
- Responsible for accurate record keeping of payroll data on a monthly basis.
Internal Client Management
- Help manage internal clients/employees by carrying out standard activities and providing support to others. Resolve payroll queries accurately and timeously on a daily basis and ensure accurate turnaround time and customer satisfaction to all employees.
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work. Ensure that payroll input complies with company policy and adheres to mandatory procedures to ensure own work is undertaken to the required standards.
Insights and Reporting
- Extract and combine data to generate standard reports and responsible for compiling the monthly variance threshold reports.
Document Management
- Organise and maintain files containing the correspondence and records.
Personal Capability Building
- Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Payroll related qualification (diploma/certificate) (Essential); Relevant diploma or degree in Finance or HR (Advantageous) (Required)
Experience
- 2 or more years Payroll administration experience (Essential).
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Job Purpose
- Responsible for leading and guiding a team of support representatives to ensure the delivery of exceptional customer service. This role involves supervising and coaching team members, resolving escalated customer issues, and maintaining a high level of customer satisfaction. The Support Team Lead will collaborate with the Customer Support Manager to optimize team performance and contribute to the overall success of the customer support department.
Responsibilities
Operations Management
- Provide operational support by performing a range of route activities using existing systems and protocols.
Project Management
- Support others by carrying out a range of project management activities.
User Support
- Provide advice and assistance to users to resolve basic queries and ensure the applications capabilities are well understood by the business.
Operational Compliance
- Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
- Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Adhere to organisations SLA's.
Customer Service
- Provide a quality service to customers. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
- To monitor, report and manage the service level performance on an on-going basis to the service manager.
- Support users telephonically (Web Application Support). User contact and communication (telephonic and digital)
Technical Developments Recommendation
- Discuss and recommend technical developments to improve quality of the applications software.
- To conduct continuous service reviews to identify areas of improvement.
Insights and Reporting
- Extract simple/automatic data in various forms (graphs, charts, etc.) to include in reports. Create basic reports in SQL & basic data manipulation via SQL. (INSERT, UPDATE, and DELETE).
Organisational Capability Building
- Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.
Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
Solutions Analysis
- Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
Work Scheduling and Allocation
- Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
Administration
- Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential)
Experience
- 1 - 3 years service desk experience in a medium to large corporate (Essential).
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Job Purpose
- Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim. Assist with any adhoc administrative tasks and provide support the Inbound Team as and when required.
Responsibilities
Customer Management (Internal)
- Respond to customer emails and ensure follow up calls where required in a professional manner.
- Manage and resolve customer complaints and provide product and service information to customers.
- Identify customer claims and route calls to appropriate department.
- Help manage customer by carrying out standard activities to complete the customer request.
- Analyse and respond to emails received, ask questions and probe for clarity to gather relevant information to assist in resolving customer complaint or request.
Data Collection & Analysis
- Ask questions, collect data from a variety of sources, analyse information and investigate claim.
- Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
- Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.
Work Scheduling and operational compliance
- Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
- Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
- Remain up to date current and new product knowledge to enable effective decision making.
Administration
- Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
- Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues.
Correspondence
- Respond to routine requests using telephonic conversation or emails (internal and external).
- Ensure regular feedback to services department and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the services department.
Document Management
- Create, organise and maintain files containing the correspondence relating to policies and matters.
Document Preparation
- Prepare and manage claim documentation for customers.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification (Advantageous)
Experience
- 1-3 years Financial Services industry experience (Essential); 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous); STI experience and VAPS experience (Advantageous).
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Job Purpose
- Manage and prioritise IT Systems Development tasks through the effective deployment of resources and efficient workload allocation. Lead a team of system developers to drive innovation and ensuring that Business IT Systems requirements are sufficiently developed and adhered to.
Responsibilities
Application Software Roadmap
- Define and maintain a road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
Solutions Analysis
- Develop innovative solutions by integrating and analysing complex and diverse information sources.
Stakeholder Engagement
- Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis.
- Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
Leadership and Direction
- Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
Strategy Formation and Implementation
- Develop tactical plans for optimising resources and assets being managed within a significant area or department.
Performance Management
- Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Data Collection and Analysis
- Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
Insights and Reporting
- Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.
Organisational Capability Building
- Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool.
Portfolio Management
- Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.
Application Software Development
- Develop existing applications and contribute to development of new applications by analysing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Operational Compliance
- Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.
Information Security
- Implement and provide input on the design of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.
Education
- Bachelor's Degree: Information Technology, School Grade 12 (Required)
Experience
- 6 or more years adequate System Development experience using the relevant programming, language or technologies (Essential); Previous experience in Financial Insurance industry (Advantageous). 3 - 6 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)
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Job Purpose
- Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team. May supervise computer programmers.
Responsibilities
Application Software Development
- Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.
Improvement / Innovation
- Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
Applications Software Maintenance
- Monitor, identify, and correct more complex software defects to maintain fully functioning applications software.
Testing IT Performance
- Perform website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
Information Security
- Implement and provide input on the design of required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
Organisational Capability Building
- Provide coaching to team members to develop their skills.
Operational Compliance
- Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Application Software Roadmap
- Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
Customer Service
- Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)
Experience
- 4 or more years experience using relevant programming languages or technologies (Essential)
- Previous experience in a financial services environment (Advantageous).
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Job Purpose
- Provide administrative, analysis and project support to relevant distribution channel whilst effectively building and maintaining relationships with internal and external stakeholders.
Responsibilities
Assist in setting up and maintaining administration processes.
- Effectively manage the channels complaints processes.
- Process invoices and pay weekly Broker commissions., Collate and analyzing information for management and financial reporting., Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching., Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
- Responsible for the vetting of all new brokers applications in terms of contractual and compliance regulations., Effectively build and maintain relationships with both internal and external stakeholders and partners.
- Ensure effective service delivery to meet stakeholders needs within specified SLA’s.
- Oversee and facilitate the retention's of policies and work hand in hand with the Retention's Team.
- Ad hoc project support within channel (marketing, events etc.)., Help manage clients by carrying out standard activities and providing support to others., Organize own work schedule in order to get the job done.
- Supervise junior administrators and assign short-term tasks to others if necessary., Responsible for populating standard contracts, letter and communication to external partners and clients.
- Maintain and store a centralized archive of all distribution related data, applications, communication, decisions, and documentation.
- Management of new applications, marketing material and recording of printing ratios.
- Populate weekly Dash board for the channel.
- Scan and file Broker contracts.
- Assist with compiling presentations., Vet all New Private Facilities and Facilitating all processes regarding Private Facilities.
- Manage New Business and processes and ensure that risks are eliminated including dealing with binder holders and the Verification Team.
- Call clients with regards to distressed policies.
- Build and maintain a Risk Management and monitoring process of new and existing Brokers.
- Assist in broker debt management., Vet all New Private Facilities and Facilitating all processes regarding Private Facilities.
- Manage New Business and processes and ensure that risks are eliminated including dealing with binder holders and the Verification Team.
- Call clients with regards to distressed policies.
- Build and maintain a Risk Management and monitoring process of new and existing Brokers.
- Assist in broker debt management.
Education
- Diploma or Degree in the Company Secretarial field (Advantageous) (Required), SAQA Accredited Equivalent (Essential) (Required), School Grade 12 (Required)
Experience
- 2 or more years' experience in an administrative role dealing with company secretarial duties (Essential); 2 or more years' experience in recruitment, exposure in full recruitment cycle (Essential); General administration services and data collation experience (Essential)
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Job Purpose
- Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team.
Responsibilities
Application Software Development
- Develop existing applications and contribute to development of new applications by analyzing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Applications Software Maintenance
- Monitor, identify, and correct straightforward software defects to maintain fully functioning applications software.
Testing IT Performance
- Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
Information Security
- Implement required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
Operational Compliance
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Application Software Roadmap
- Maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.
Customer Service
- Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)
Experience
- 3 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).
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Job Purpose
- Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
Responsibilities
Customer Relationships Development
- Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
Customer Needs Clarification
- Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
- Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Customer Relationship Management (CRM) Data
- Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.
Personal Capability Building
- Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
Sales Opportunities Creation
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers.
Education
- Matric / Grade 12/ SAQA Accredited (Advantageous)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
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Job Purpose
- Achieve sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers.
Responsibilities
Operations Management
- Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
Operational Compliance
- Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Leadership and Direction
- Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.
Capability Building
- Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
- Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
- Insights and Reporting
- Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.
Work Scheduling and Allocation
- Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
Personal Capability Building
- Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products. Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)
Experience
- 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential); 1 to 2 years contact centre experience (Essential);
- Knowledge of Short term Insurance industry (Essential).
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Job Purpose
- Set up and implement Nimbis for business clients. Determine client business needs, build short-term insurance products and set up and configure existing business processes. Use extensive knowledge of the short-term insurance industry.
Responsibilities
Information and Business Advice
- Resolve complex queries from internal or external customers or suppliers by providing information on SOPs and self-help procedures, referring the most complex issues to others.
Customer Service
- Provide a quality service to customers. Responsibilities may include dealing with complex queries and investigating and resolving customer problems.
Client & Customer Management (Internal and External)
- Help manage all clients by carrying out standard activities and providing support to others.
Regulatory and Compliance Management
- Ensure regulatory compliance by regularly reviewing the product suite.
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Project Reporting and Review
- Contribute to project and program reporting and review by organising meetings and by preparing project and/or program papers (e.g., agendas, reports, and presentations).
Solutions Analysis
- Determining the clients needs via consultation, business analysis and targeted observations. Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
Personal Capability Building
- Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Education
- Matric / Grade 12/ SAQA Accredited (Essential); Insurance related Degree, Diploma, or Certification (Advantageous)
Experience
- 3 - 5 years short-term insurance underwriting experience (Essential); Data analysis experience (Advantageous); Administration role on any short-term insurance platform (Advantageous)
Method of Application
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