Career Opportunities at Hollard Insurance

Job Purpose:

• The Regional Sales Manager is accountable for the performance of Regions as well as the overall strategic objectives of the Distribution Channel and supports the Head of In-House channel. 

Financial and Operational:

• Develop and execute a sustainable sales strategy for Direct (various regions)
• Drive the achievement of sales targets in line with budget expectations, through existing and new business
• Grow sales channels to meet agreed performance targets that will enable HL to achieve overall targets
• Manage quality of output of in-house distribution force through NTU and persistency rates
• Oversee operating systems, procedures and policies (as appropriate) to drive optimal sales performance
• Ensure operational capability to support channel distribution (regional physical sales) infrastructure
• Ensure appropriate monitoring of sales channel, and use of data to drive continuous improvement in performance and delivery thereof (operational process monitoring)
• Ensure adequate gearing and coverage of function
• Accountable for process improvement, process policies, procedures and performance standards
• Ensure operational work planning, priority setting and scheduling is effectively managed across in-house channel
• Ensure adherence to Hollard Life brand proposition
• Monthly reporting per Regional sales

People Management:

• Effective people management practices are in place eg succession, performance, recruitment etc
• Identify training needs to ensure that all Area Managers and staff are competent in their roles
• Review Regional performance data (sales, sales quality, productivity, etc), to ensure optimal branch network performance

Required Knowledge and Experience    
Required Experience:

• At least – 7 to 10 years’ experience in sales management role, preferably in financial services
• Minimum 10 years’ experience in financial services, of which 5 years’ preferable in sales / distribution function
• Previous experience in managing Regional branch networks
• Required Knowledge and Skills:

Extensive knowledge of financial services regulations and industry practice

• Team management
• Relating and networking
• Coping with pressures and setbacks
• Interpersonal sensitivity
• Adhering to principles and values
• Formulating strategies and concepts
• Planning and organising
• Confidence and decisiveness
• Persuading and influencing
• Entrepreneurial and commercial thinking
• Achieving personal work goals and objectives
• Understanding and knowledge of financial services legislation and regulations, incl FAIS, FICA, TCF

Educational Requirements    

• Matric
• Minimum 3-year degree or diploma in Commerce or related fields (business) 

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Role Objectives:

• To effectively manage the Recoveries specific area (Recoveries /Input Handling/ S.O.P / Data Accuracy) with regards to service; quality and performance to create a culture of excellent service.

Key Responsibilities:

• Ensure teams’ targets are achieved.
• Adherence to SLA and SOP. Ensure correct actions taken on reports as per Recoveries standards
• Reduce turnaround times. Ensure data integrity on financials. Track and audit. Track claims log and broker updates. Track and resolve operational and performance variations.
• Develop and encourage strong teamwork. Identify potential inter-departmental problems and escalate them to higher levels. Engage regularly in team or group problem-solving.
• Manage areas of critical compliance and actively manage non-conformance. Actively manage non-performance.
• Identify, accumulate and analyse statistics that reflect on your team’s performance
• Continually assess the technical competence of your team and take steps to develop their knowledge and skill
• Ensure that employees are aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching etc.) to develop and grow the required competence
• Ensure the work environment enables employees to “live” the organisation culture and values.
• Actively participate in own professional development and career path. Inducting people into the specific team and job related issues. Ensure adherence to organisational policies, practices and procedures. Identify and recommend areas / ways to improve processes. Maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Resolve escalated customer queries and complaints and provide feedback to customers on matters resolved.
• Develop work routines in line with operational plans / schedules in order to manage achievement of service delivery goals. Measure and monitor service delivery compliance of team.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery. Ensure adherence to financial and corporate policies and procedures, and reduce wastage related to time of subordinates and utilisation of materials or equipment.
• Take accountability for the management of business related risks within own area.

Required Knowledge and Experience    

• 3-5 years’ relevant Short Term Insurance Motor and/or Non Motor recovery claims experience.
• Management experiences an advantage
• Basic Computer Literacy
• Intermediate Word/Excel/PowerPoint
• Recoveries/Liabilities/Litigation/Payments/DATA Verification knowledge

Educational Requirements    

• Matric
• Legal Degree
• Leadership/Management qualification an advantage.
• Appropriate Insurance Qualification

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Role Objectives:

• To resolve user queries at an application level by investigating, problem solving and troubleshooting application errors. Providing application configuration and maintenance by becoming an expert on all aspects of the systems. The role is also required to assist with problem management in identifying and proposing application system changes, while providing the highest level of customer service and maintaining agreed service levels. Initial focus will be on commercial lines insurance but over time will extend to personal lines insurance within Hollard Insure.

Key Responsibilities: 

• Monitor problem ticket work queues and interact with management to provide progress updates and closure notification.
• Delivering support to business users and investigating and resolving application errors, data discrepancies and queries.
• Provide correct responses to requests by means of making modifications to system parameters, developing workarounds, changing operating procedures, etc.
• Escalating requests to developers with problem analysis attached & escalate unresolved problem/issues/requests to the proper support teams.
• Monitor application systems by regularly scrutinizing reports or application logs.
• Document work, take part in user meetings and assist in presenting solutions both orally and in writing.
• Testing of scripts written to address data issues and application testing after downtime.
• Relationship Management: Interact frequently with Hollardites.
• Provide timely and professional customer service to stakeholders.
• Communicate as needed with stakeholders to obtain information needed to complete resolving the problems, etc. Innovation: Participate with management in initiatives around processes.
• Ensure full compliance to all processes, policies and procedures and identify areas for improvement.

Required Knowledge and Experience    

• Short Term Insurance with Commercial lines underwriting, claims and workflow experience is a must
• Good knowledge of Hollard Insure’s commercial lines systems – Ekundu, Purple Heron, Commercial Quote Tool and Indlela.
• 3 years’ experience on application support ideally including exposure to SQL.
• 2- 3 years’ experience in IT within the short-term insurance industry
• Professional Standards –
• Familiarity with security standards, helpdesk procedures and change management procedures
• Familiarity with general IT infrastructure
• Ability to work overtime when needed including scheduled monthly work outside of normal working hours
• Knowledge of Scaled Agile Framework (SAFe) practices will be an added advantage
• Cloud Azure/AWS exposure will be an added advantage

Educational Requirements    

• Matric
• IT (or related) Degree/Diploma
• ITIL certification advantageous

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Role Purpose:

• The Scrum Master will be dedicated to a single Scrum team focusing on Integration. They will be responsible for enforcing the rules of Scrum, removing impediments from their team while promoting self-management and constantly improving our standards of work.

Key Responsibilities:

Stakeholder engagement & Communication

• Serve as liaison between Business, technical and non-technical departments.
• Communicate with other teams e.g. developers, product managers and technical support specialists on product issues.

Development

• Organize and facilitate project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Scrum-related meetings.
• Track and communicate team velocity and sprint/release progress.
• Maintain process documentation.
• Ensure the development teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility.

Application Support

• Assist as needed with backlog maintenance.
• Assist with internal and external communication, improving transparency, and radiating information.
• Assist with prioritization and resolution of defects / bugs.

People leadership

• Participate proactively in developing and maintaining team standards, tools, and best practices.
• Identify and remove impediments, prevents distractions.
• Facilitate discussion and conflict resolution.
• Empower the team to self-organize.

Required Knowledge and Experience    

• 5 - 8 years Project Management and 2 years Scrum Master experience preferably within Financial Services
• Thorough understanding of Agile software development methodologies, values, procedures and SDLC
• Sound understanding of short-term insurance, Hollard’s platform and languages
• Strong leadership, conflict resolution, analytical and problem solving skills
• Self-motivated and capable of managing multiple priorities and tasks as delegated.
• Team-player with the ability to work within a collaborative environment.
• Excellent communication & interpersonal skills, ability to work with diverse personality types collaboratively
• Ability to coach the team to reach their highest potential.
• Creative and efficient in proposing solutions to complex, time-critical problems.
• Ability to deal with multiple projects and deadlines.
• Strong analytical and problem solving skills with a high attention to detail.

Educational Requirements    

• Bachelor’s Degree in Information systems, Ccomputer systems design , Computer science, or equivalent
• Certified Scrum Master

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Role Objectives

The Operations Administrator role entails the responsibility of learning on the job, with the expectation of growth into a more senior position over time, involving tasks such as maintaining accurate financial records, reconciling underwriting information, ensuring precise transaction capture, and providing support to various teams in the Hollard Guarantees COE.

Key Responsibilities

Financial Administration

• Assist in maintaining accurate financial records
• Record underwriting information daily
• Reconcile claims and premiums monthly
• Collaborate with the finance team for budget tracking
• Capture transactions from bank statements
• Reconcile bank accounts and deposits
• Support various teams by compiling essential documents and reports
• Prepare payment requisitions, invoices, supporting documents and statements, ensuring accuracy
• Present monthly cashbook reconciliations for review
• Communicate regularly with team for feedback and improvement
• Create accurate EFT payments with necessary documents attached
• Follow up on unallocated deposits and payments daily and address daily queries within a 24-hour timeframe
• Assist in monthly and quarterly reporting
• Support audit requests and handle ad hoc tasks

Operations Administration

• Provide administrative support to various departments
• Organize and schedule meetings, appointments, and events
• Ensure proper filing and documentation of financial and administrative records
• Ensure that targets and standards are maintained with the processing of new business, endorsements, renewals and post loss. Manage compliance with SLA’s
• Coaching and support: Providing informal and formal coaching support to team
• Problem solving: Assisting staff in resolving complex problems while ensuring adherence to standards & objectives
• Reporting: Provide necessary reporting on financial and operational indicators relating to underwriting administration, i.e. daily, weekly operating reportetc. Provide feedback (reporting) to senior management on achievements, pending issues, problems and suggested recommendations
• Decision making: To make recommendations and take decisions on technical or complex administrative functions within mandates
• Technical expertise: Ensure that policy transactions new business, endorsements, renewals, post loss, cancellations are issued and changes recorded accurately and in a timely manner by rating and/or capturing transactions to the core business system.  Ensure that transactions are processed within delegated authority limits and within set standards as per underwriting manual
• Ensure reconciliation and allocation of all premiums received from intermediaries/brokers within the prescribed period. Follow up with brokers/intermediaries with constant communication through internal broker consultants  underwriting administrators / broker consultants / credit control champions
• Customer service: To ensure that customer service standards are maintained in accordance with service level agreements and to assist with technical advice and other assistance over and above the normal underwriting administration duties

Effective Communication: Communicate effectively with external and internal parties

• Continuous Process Improvement: Ensure full compliance to all processes, policies and procedures and identify areas for improvement
• Innovation: Participate with senior management in initiatives around product development, processes, policy and strategy
• Policy and Procedures: Documentation, management, maintenance and communication of all policies and procedures pertaining to the division
• Market Intelligence: Sound knowledge of underwriting and credit control principles in industry
• General: When required perform any other duties necessary for the operational effectiveness of the company that is within your ability and scope
• Variance Management: Adhere to standards set by Hollard. Provide action plans and follow up with corrective actions to all variances.
• Employee Growth: Take responsibility for your own career growth and have regular
• discussions with the relevant role players

Required Knowledge and Experience    

• Accounting and guarantee experience advantageous
• Basic knowledge of accounting principles
• Proficient in Microsoft Office Suite
• Good interpersonal communication skills
• Analytical thinking and problem solving skills
• Good time management skills
• Strong organizational and multitasking skills

Educational Requirements    

• Matric essential or equivalent
• Bcom degree or equivalent
• Minimum of 2 years working experience

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Role Objectives:

• Dealing with daily scheduling and capturing of vehicle assessments for all the internal and external assessors.  Assist as support to the assessing department to ensure customer feedback and optimal service delivery.

Key Responsibilities:

• Ensure to reduce claims cost (i.e. upliftment instructions, assessor appointed within the agreed turnaround time without any delay) and to follow agreed process and adherence to relevant mandate
• Driving towards service delivery and accuracy and ensure correct assessor is appointed for the relevant assessment. Have a follow up process in place to confirm receipt and to give feedback where necessary
• Ensure that standard operating procedures are being followed and to request all relevant information from internal and or external assessor for accuracy of assessments
• Update the line of business system with all relevant information and updating of financials timeously
• Delivering a reliable administrative support and customer service and improving the overall customer relationship to all the business units
• Acknowledging customers and brokers promptly and treating them in a courteous manner
• Maintaining records and carrying out customer transactions within authorized limits and update systems regularly
• If any documentation is outstanding for longer than the required SLA, to escalate to correct level for assistance
• Ensure efficient and effective reporting back to clients, business units, repairers, assessors and assessing management
• Document all evidence for reference and specify if any escalations and or business decisions have been made
• Effectively manage complaints according to the agreed process and ensure feedback to client and or account managers
• Effective adherence to processes & quality standards according to the standard operating procedure and as measured by QA
• Take ownership of queries and offer possible solution to the various stakeholders and of clients and ensure all urgent queries to be resolved
• Provide feedback to clients and or internal stakeholders where relevant and needed and ensure assessors to follow through on queries
• Ensure all messages left by clients and or other business units are being attended to within the agreed time limits
• Liaise with service providers and other business units to ensure quality of customer management and to prevent rework

Required Knowledge and Experience    

• Telephonic
• Negotiation
• Conflict handling skills
• Basic business ethics and financial principles related to claims.
• Time management
• Change Management
• Short Term Insurance experience
• Experience in Motor Claims

Educational Requirements    

• Matric
• Higher certificate in Short Term Insurance