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

• General Education Matric

Experience

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

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Job Purpose

• Ensure the effective planning and execution of the Customer Relationship Marketing Strategy against set targets and budgets, with a clear focus on maximising customer value through engagement. This includes all Customer Relationship Marketing journey communication, marketing tactical campaigns, upsell and cross sell campaigns, across the STI brands on all channels with the purpose to create customer loyalty and advocacy, increase retentions, increase share of wallet and longer survival rate for higher customer Life Time Value (LTV).

Responsibilities

Marketing Campaign Development

• Carry out supplier and contract management tasks to support advertising/promotion/other marketing campaigns.
• Assist the Customer Relationship Marketing Manager to run the Customer Relationship Marketing strategy per brand, and all activities that are associated with this across the business.
• Proof read and manage sign-off process on all creative development and execution of campaign materials, such as emails, sms, app notifications, online messages, any design elements, infographics, banners, letters, etc.
• Develop, plan and implement customer engagement journeys for the relevant brands, and develop and execute all campaigns.

Marketing Planning

• Contribute to the development of customer relationship marketing and tactical campaigns.
• Work closely together with the Customer Relationship Marketing Manager to develop and own customer journeys for the STI brands, and develop and execute tactical and seasonal campaigns.

Marketing Execution

• Execute a marketing plan for a particular product, service, or specialty area while working within established marketing systems.
• Coordinate the Customer Relationship Marketing campaign calendar and ensure that all campaigns are executed timeously.
• Oversee the campaign production process to ensure timeous and accurate delivery into all channels, e.g. SMS, email, in-app, and social media.
• Manage customer service response protocol to ensure all responses to queries and complaints (online, email, sms) are appropriate, timeous and consistent.
• Work with the Customer Relationship Marketing Manager to execute the Customer Relationship Marketing strategy for each brand, across the business.
• Responsible for achieving  Customer Relationship Marketing Retention targets, upsell and cross sell targets and any targets associated with any campaign to drive business growth.
• Work with Operations to ensure fulfilment of all campaigns.

Marketing Communications

• Develop and deliver marketing communications campaigns across all media to support the business plan and increase retentions and customer lifetime value.
• Assist on a variety of ad-hoc marketing and communication initiatives, as needed and instructed by the Customer Relationship Marketing Manager.

External Consultant or Contractor Engagement

• Prepare briefings and information for external consultants or advisors to support the delivery of key projects and/or ad hoc services. Monitor and evaluate outcomes and recommend remedial actions where necessary.
• Brief external partner agencies, brief internal creative studio, brief internal service providers and any other stakeholders that will help deliver the customer engagement strategy across the STI brands.

Data Collection & Analysis

• Collate and analyse data using pre-set tools, methods and formats. Involves working independently.
• Manage and track all campaign reports from Email Service Provider, SMS Service Providers, and any other software tool, or otherwise, used for the execution of the Customer Relationship Marketing strategy and tactical campaigns.
• Continuously work with the Customer Relationship Marketing Manager to analyse results of campaigns and gather insights for future campaigns.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.
• Review campaign results and make recommendations on campaign refinement that will result in improved performance.
• Manage, track and measure campaigns and communicate results accordingly.
• Compile and present monthly reports on all campaigns executed within the month.
• Work with internal teams including Data Analytics, Campaign Specialist teams, Brand Marketing teams and the Digital Marketing teams to define campaign requirements to ensure reliable results in upsell/cross sell of products and services.
• Manage all campaign reports supplied by internal or external Business Information tools or departments and ensure all results are tracked and recorded.

Budgeting

• Track budgets and report variances to report these to the Customer Relationship 
• Marketing Manager.

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.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.
• Communicate with all stakeholders internally and externally to ensure that everyone is timeously advised of all customer communications and campaigns.

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 organisation's strategy, mission and vision; motivate people to achieve local business goals.

Organisational Capability Building

• Provide coaching to team members to develop their skills.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A relevant degree in Digital Marketing (Essential); Bachelor’s Degree or equivalent in Marketing Management or Customer Relationship Management (Advantageous); Diploma or equivalent on Marketing Automation strategy and implementation (Advantageous)  (Required)

Experience

• 2-3 years’ hands-on marketing automation campaign management experience (Essential); Previous role experience working with any marketing automation platform, e.g. SAS 360, Adobe or Salesforce with Administrator credential (Essential); Digital design experience and/or understanding of HTML coding (Essential); Experience within Financial Services environment (Advantageous).
   

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Job Purpose

• Resolving customer queries in the live cat platform

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.
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training

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.

EXPERIENCE 

• General Experience
• 1 year experience in Call Centre live chat platform required

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS Regulatory Qualification (Essential); RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); Class of Business Certification (Essential); STI Qualification (Essential); RE 1 (Advantageous)

Experience

• 2 or more years customer service experience (Essential); 1 year call centre experience (Advantageous).

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Job Purpose

• Lead a team of Processing Claims Consultants to ensure the effective validation of already-captured claims.  Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

Responsibilities

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 organisation's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Operations Management

• Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims.

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.

Data Collection & Analysis

• Collate and analyse claims processing data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Management (Internal)

• Help senior colleagues manage client and customer relationships by using relevant client systems.

Document Management

• Create and ensure compliance with a company wide document management system.

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.

Correspondence

• Respond to escalated requests using telephonic conversation or emails (internal and external).

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Job Purpose

• Lead, drive and grow sales from the traditional independent and corporate brokers through leading a team of broker consultants and managers, resulting in an increase in market share with this segment, ultimately driving profitable growth.

Responsibilities

Broker Relationship Management

• Develop and implement a relationship management plan for strategic, complex existing accounts to build key relationships at local and national levels. Coordinate the engagement of own organization with the partner organization to ensure effective two-way flow of information and resolution of issues. Manage key client and customer relationships, often through account teams, to ensure their ongoing satisfaction and loyalty.
• Continuously assess competitor offerings and propose ideas for improvement using fact based evidence.
• Ensure that connect sessions are held with key Partners quarterly and that an effective communication strategy is executed.
• Set clear objectives for each Broker Relationship Consultant and manager; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision makers and influencers within the Broker organization; gather and analyze relevant information; and gain agreement to a statement of requirements.

Operations Management

• Support the overall organizational strategy by developing and delivering operational plans and outcomes for a large portion of the business.
• Ensure the effective implementation of Business Plan activities.
• Ensure that processes are mapped and continuously reviewed and re-engineered for optimal efficiency and customer centricity.
• Continuously review capacity and other constraints and ensure that obstacles are resolved.
• Periodically review contracts and agreements and ensure suitability.
• Ensure the effective management of all agreed partners’ Service Level Agreements.
• Draft and manage internal Service Level Agreements with stakeholders and ensure that quarterly review meetings take place.
• Effective monitoring and management of all complaints received from Broker partners.

Leadership and Direction

• Communicate the function's strategy and its relationship to the organization'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 organization's business goals.
• Responsible for effective employee engagement in order to build a high performance culture that contributes to the overall organisational goals.
• Implement tactical and operational plans through effective team management, ensuring sales growth by delivering agreed business plan targets.

Budgeting & Financial Management

• Manage budget plans for a department. Could involve development or delivery (or both).
• Set operational and marketing expense budgets accurately within the stipulated guidelines.
• Manage operational and marketing expense budgets to ensure operational efficiency.
• Ensure effective cost control measures are in place.
• Ensure achievement of cost per lead, cost per sale and P factor targets.

Performance Management

• Manage and report on the performance of the function / business area; 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.

Broker Relationships Development

• Develop and implement relationship management plans for potential new Broker Partners to identify and build
• relationships with relevant decision makers and influencers within the Broker organization.
• Implement strategies to enable growth from existing partners and to acquire new partners and as a result achieve business growth.
• Increase market share by enabling and optimising the entire sales process.

Operational Compliance

• Ensure that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the organization. 
• Monitor the compliance and adherence of Broker Partners.

Organizational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.
• Ensure development plans are created, contracted and monitored.
• Revise coaching needs and role profiles to customer focused context and expectations.

Personal Capability Building

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

Improvement / Innovation

• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.
• Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing our departmental processes, systems and protocols with a view to improve efficiencies.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A relevant 3 year Business related degree / diploma in Business Management and/or Marketing (Essential); Regulatory Examination and FAIS (Essential)  (Required)

Experience

• 8-10 years experience in short term insurance, with strong experience in commercial insurance. Proven track record of managing broker relationships, and experience in developing and executing strategy in broker distribution. Experience working with binder and outsource agreements (Essential); 5 or more years managing Broker key account managers (Essential)