Active Jobs at Telesure Investment Holdings (TIH)

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 Equivalent (Essential); Regulatory exam 5 (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

go to method of application »

Job Purpose

• Manage and lead two impactful business areas (WFM and Dialler/Campaign Management) that is focused on improving efficiencies whilst optimising the customer experience by deploying best-practice WFM and Dialer/Campaign Management tools and principles. Responsible for the business uptake and transition to deploy WFM and Predictive Dialler/Campaign Management capabilities.

Responsibilities

Customer Experience Strategy

• Lead the implementation of the CXE business plan and ensure the right resources are in place to execute on the CXE strategy across the various stages of the customer and product life cycle.
• Develop the short and long-term strategies for each functional area and drive a roadmap of initiatives aligned to business and company goals and objectives.

Operations Management

• Support the overall organisational strategy by developing and delivering operational plans and outcomes for a large portion of the business.
• Develop the tools for the strategy/roadmap to address immediate gaps and issues across the Operations Support team and support new product/process initiatives.

Design and Conceptualisation

• Lead a collaborative digital (workforce tools, for example IEX) product/service design process by gathering historical data as well scenario planning across all product/service portfolios to define a design system that is viable and scalable, and which strengthens the brand. Lead a cross-portfolio, multidisciplinary team that contributes to the evolution of the system.
• Build and enable voice capability that  continuously monitor, enhance and leverage the capabilities of the Telephony and Voice platforms.  
• Build the WFM process to cover multi-sites and multi-channel both inhouse and outsourced; create a model to forecast the volume and determine the workforce requirement.

Leadership and Direction

• Communicate the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation's business goals.

Performance Management

• Develop and drive critical metrics and goals and establish performance indicators against company goals for each team (Voice, WFM and Dialler Management). Set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Operational Compliance

• Ensure that business activities within a significant area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies to minimise business risk and protect the reputation of the organisation.
• Establish and drive contact centre best practice alignment in all Voice, WFM and Dialler Management teams.

Work Scheduling and Allocation

• Develop medium or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams.
• Work with each business unit to build schedules and administrate the shift allocation including schedule swap and shift.

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.
• Drive employee engagement and an inspiring culture within the team. Create an environment where people can excel through accountability, inspiration and empowerment.

Data Collection and Analysis

• Use data from a wide range of sources to analyse key themes and identify possible impacts on the business.

Insights and Reporting

• Set and lead execution of the data and analytics reporting plan, creating strategies and templates to report data in a meaningful way. Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.

Project and Program Stakeholder Engagement

• Plan and deliver stakeholder engagement activities to develop effective project working relationships and to ensure that stakeholder needs and concerns are identified and met.
• Work closely with the WFM, Dialler and Customer Management teams in order to ensure synergies. 
• Ensure two-way open communication throughout the organisation. This includes keeping partners informed of program status and ensuring coordination of activities.

Education

• University degree in related field (Essential)  (Required)

Experience

• 10 or more years’ experience working in the Contact Centre operational role (Essential). 6 to 10 years experience in a management or leadership position, ideally with previous experience working in a Contact Centre operational role (Essential)

go to method of application »

Job Purpose

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Responsibilities

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).

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.

Administration

• 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. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

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.

Work Scheduling and Operational Compliance

• Work according to an assigned schedule.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

go to method of application »

Job Purpose

• Support the assessing process by safely transporting non-drivable vehicles in the non-drivable assessment and storage facility. Enable first-time accurate motor assessment which contributes to the customer experience, ensuring this is done in accordance with all companies’ policies and procedures.

Responsibilities

Disassemble Equipment

• Carry out standard activities to disassemble vehicles under detailed guidance. Troubleshoot basic technical or operational problems by applying previously defined solutions supplied by the Assessor.
• Accurately disassemble a motor vehicle by applying the necessary skills and knowledge of motor vehicles area of impact.
• Package all parts in accordance to company requirements in order to save cost on replacements on parts that could be salvaged for re-use and prevention of additional damage.
• Ensure all disassembled parts for non-driveable disassembled vehicles are loaded and transported with the specific vehicle to the storage area.

Operating Machinery or Equipment

• Operate various machines, adjusting one or more variables to achieve efficiency.
• Safely ensure the movement and loading of non-driveable vehicles using a forklift as well as hoists within allocated areas by applying the necessary skills and knowledge.

Occupational Health and Safety

• Follow a range of mandatory work instructions (including use of personal protection equipment where relevant) to safeguard the environment and the well-being of oneself and others.

Administration

• Conduct data entry into company systems using the appropriate application, and review and verify the information to ensure accuracy and accessibility. 
• Ensure all checklists for received, disassembled and dispatched vehicles are accurate and contain detailed information of the motor vehicle.
• Ensure that the allocated maintenance checklist on the forklift truck is completed daily and reported on.

Operations Management and Compliance

• Carry out operational tasks by following established processes. Involves working within given settings or parameters.
• Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Work Scheduling and Allocation

• Work according to an assigned schedule.

Internal Communications

• Exchange information with people by having courteous interactions with them.
• Provide daily feedback to line manager on all actions (unforeseen damages/ amount of vehicles disassembled etc.). Communicate with Assessor as and when required.

Personal Capability Building

• Develop and maintain excellent 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); Forklift Licence (Advantageous)

Experience

• 1 or more years disassembling experience (Essential).