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  • Posted: Mar 29, 2022
    Deadline: Not specified
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  • 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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    Team Lead: Customer Services - Australia ( Nightshift)

    To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
    Specification    
    Operations Management

    • Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

    Organizational 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 to others in own area of expertise to enable others to improve performance and fulfill personal potential.

    Customer Relationship Management (CRM) Data

    • Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
    • Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

    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.

    Performance Management

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

    Customer Service

    • Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
    • Ensure effective customer relationships and maintain customer satisfaction at all times.

    Customer Management

    • Help manage customer relationships by using relevant systems.

    Insights and Reporting

    • Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

    Improvement / Innovation

    • Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

    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.

    Correspondence

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

    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.

    Requirements    

    • General Education
    • Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

    General Experience

    • 3 or more years experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential);
    • Experience with Avaya related system (Advantageous)

    Managerial Experience

    • 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

    Closing Date: 10th, April 2022  

    go to method of application »

    Team Lead: Claims - Australia

    JOB PURPOSE
    To manage, coach and guide a team. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

    RESPONSIBILITIES
    Operations Management

    • Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

    Organizational 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 to others in own area of expertise to enable others to improve performance and fulfill personal potential.

    Customer Relationship Management (CRM) Data

    • Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
    • Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

    Customer Service

    • Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
    • Ensure effective customer relationships and maintain customer satisfaction at all times.

    Leadership and Direction

    • Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization'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; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

    Customer Management

    • Help manage customer relationships by using relevant systems.

    Insights and Reporting

    • Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

    Improvement / Innovation

    • Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

    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.

    Correspondence

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

    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.

    Requirements    
    EDUCATION

    • General Education
    • Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
    • Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)

    General Experience

    • 3 or more years experience in a claims environment within the insurance industry (Essential)
    • Experience in a call centre environment (Essential)

    Managerial Experience

    • 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

    Closing Date: 10th, April 2022  

    go to method of application »

    Brand and Communications Manager

    Specification    
    Brand Strategy and Effectiveness

    • Serve as ambassador for the essence of the brand and/or maintain a portfolio of brands, defining the measures used to determine brand effectiveness and using the results to inform future activities. Develop and implement an integrated brand strategy to yield optimal business results. Measure brand effectiveness and use results to determine strategies to improve brand power.

    Brand Positioning

    • Manage the alignment of all the elements of the brand positioning with the brand strategy and the marketing goals.

    Marketing Communications

    • Create marketing communications plans across all media to support the business plan and increase sales.
    • Effectively utilise all channels, in an integrated and coordinated manner to deliver on brand strategy.
    • Identify suitable brand opportunities and execute accordingly.
    • Manage all communication activities to align with business and marketing objectives, working with agency partners on developing and implementing overall communications strategy.
    • Ensure a favorable brand and business image is maintained with the public.
    • Align communications with business vision and values.
    • Ensure integrated communications throughout all the marketing functions and provide communications support to other areas of the business.
    • Direct and manage development and implementation of internal communications strategy (Hippo Internal and TIH platforms).
    • Explore innovative ways to communicate and ensure the internal brand remains progressive.

    Content Management

    • Manage content creation for various target audiences in line with organizational brand guidelines to publish on external websites, blog articles, social media, internal communications, and newsletters.

    Stakeholder Engagement (Internal and External)

    • Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions. Agency management: Manage day-to-day agency operations in order to achieve optimal return from agency resources.

    Marketing Execution

    • Deliver specified outcomes and provide others with expert advice while working within established marketing programs.
    • Create brand prominence through coordinated activities and communication. Deliver against business metrics through multiple activities and touchpoints.

    Data Collection and Analysis

    • Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Use this research and data to inform the brand strategy.

    Marketing Impact Assessment

    • Collect and synthesize metrics and other data and participate in reviews of marketing activities to identify possible improvements.

    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.

    Portfolio Management

    • Deliver small project workstreams, carrying out specified project activities within defined time and quality parameters and ensuring adherence to the prescribed project management methodology.

    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.

    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.

    Requirements    
    General Education

    • Grade 12/ SAQA Accredited Equivalent (Essential);
    • Undergraduate Degree in Brand Management or equivalent (Essential);
    • Postgraduate qualification degree in Brand Management (Advantageous)
    • Continuous learning through short courses in Brand Management (Advantageous)

    General Experience

    • 3 - 5 years' Strategic Brand Management experience (Essential);
    • Agency experience (Advantageous);
    • Traditional and Digital Media experience in both buying, planning and strategy (Advantageous)

    Managerial Experience

    • 1 - 2 years experience of supervising and directing people and other resources to achieve specific end results within limited time-frames (Advantageous)

    Closing Date: 4th, April 2022  

    go to method of application »

    Team Lead: Business Insurance- Customer Care

    The Customer Care Team Manager contributes to the organisational goals by managing the facilitation of all inbound, outbound & digital policy related matters. The aim of this would be to minimise the loss of clients, grow the book and improve overall customer experience.

    Specification    

    • Monitor Lapse Ratios and make recommendations for improvements on both New & Existing Business
    • Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times.
    • Deliver results through effective coaching of staff members.
    • Develop, empower and grow team members. Ensure engagement of staff within the team and deprtment by utilising leadership abilities.
    • Assist with ad hoc projects and investigations
    • Ensure accurate Management Information: Analysis on trends; daily and monthly reporting.
    • Utilise Systems to improve quality of saves & reinstatements (eg. Qlikview Save, Reinstatement, Discount & collections Model)
    • Monitor Collections % and make recommendations for improvements on both New & Existing Business collection rates
    • Makes use of Datanet campaigns to drive collections and reinstatements
    • Build, maintain and manage relationships with all internal and external
    • stakeholders effectively.
    • Ensure collaboration with other departments that have similar goals (Retention teams at 1Life, Personal Lines & VAPS). Share ideas to improve performance
    • Ensure compliance with all necessary fit and proper requirements.
    • Maintain high levels of Service to customers (We Hear You, Call Centre Metrics, Complaints & Compliments, OA TAT)
    • Maximise customer retention.
    • Manage Administration Costs (Expense Reports)
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on TCF principles in alignment with regulatory requirements

    Requirements    

    • Proven Sales Manager track record
    • Excellent verbal command of the English Language
    • Strong understanding of the sales process and sales techniques
    • A strong attention to detail
    • Commercial Insurance Background
    • Matric / SAQA accredited qualification*
    • At least 2-3 Years Manager experience in a Call Centre environment
    • Experience in the insurance industry (Over 3 years to 6 years)
    • Must have RE and Fais credits
    • Degree / diploma in Business Management/ Marketing (Advantageous)

    Closing Date: 8th, April 2022  

    go to method of application »

    Sales Consultant- Value Added Products KZN

    Job Specification:

    • Effectively manage contacts from start to finish with customers, regardless of the data distribution channel.
    • Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales targets etc.).
    • Deliver efficient customer service levels through effective call management.
    • Achieve operational requirements and service delivery through effective time and attendance management.
    • Connect, develop rapport, form relationships and ensure positive customer experiences at all times.
    • Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction.
    • Responsible for individual actions and the delivery of high quality standards.
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on Treating Customers Fairly principles in alignment with regulatory requirements

    Requirements    
    Essential:

    • Matric / Grade 12/ SAQA Accredited Equivalent*
    • At least 1- 2 years sales experience, preferably in the short term or long term insurance industry

    Desirable:

    • The appropriate FAIS accreditation and RE
    • A relevant 3 year Business related degree / diploma

    Closing Date: 1st, April 2022  

    go to method of application »

    Senior Actuarial Analyst

    Provide actuarial technical support and coach/mentor junior analysts within the STI Actuarial team. Use statistical models to analyze data and calculate the probability of and costs associated with certain events.

    Specification    
    Business Requirements Identification

    • Analyze business requirements and to identify root cause rather than reacting to symptoms. Business requirements need to be clearly documented within the scope of use, definitions and assumptions made. Develop solutions that address business requirements and objectives. Refine solutions over time as more information becomes available.

    Stakeholder Engagement

    • Collaborate with internal (Actuarial) and external (Business) stakeholders. Keep stakeholders informed and up to date with project/analysis delivery and provide clear and concise feedback to stakeholders.
    • Maintain measurable service levels on business requests and provide feedback that speaks to the business issue observed. Be on time and prepared for meetings with Business.

    Data Collection & Analysis

    • Use data from a wide range of sources to analyze key themes and identify possible impacts on the business.
    • Extract and verify data used for actuarial models.
    • Data/information to be reconciled against credible data sources (for example financials) to ensure the data is complete and accurate.
    • Ensure definitions and assumptions are aligned to the problem statement. Before data is used for analysis/modelling, review and acquire the required signed-off from the Technical Manager.

    Actuarial Modeling

    • Develop, maintain and implement actuarial models and processes.
    • Models to be fit for purpose and able to estimate the reality accurately.
    • Models (and any form of estimation) to be clearly documented with the scope of use, definitions, data, and assumptions made.
    • Regularly monitor models to ensure model performance and that they are communicated back to the business. Before Models are used for estimation within the Business, the Senior Actuarial Analyst should review and acquire signed-off.

    Model deployment and testing

    • Effective impact and sensitivity analysis to be performed before any deployment is done.
    • Translate results from the impact/sensitivity analysis to Business, to provide insight and what various pricing changes will mean to profitability and policy growth within all brands and distribution channels.
    • Maintain and develop documentation on model/pricing and clearly state what needs to be deployed and how testing will be done to ensure the deployment is successful.
    • Ensure monitoring process are in place to measure the performance of the model/pricing.

    Insights and Reporting

    • Translate the monitoring results so they can be understood by Business. Provide an ecosystem where data and data analysis is nimble and easy to access by any team member.
    • Provide insights from monitoring to inform the Business of future modelling endeavours.
    • Ensure monitoring is accurate and complete and regularly validated against credible data sources.
    • Review of results on a regular basis and ready to be presented to the Actuarial Management level.

    Improvement / Innovation

    • Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.
    • Stay up to date with Business developments and develop solutions proactively within Business.
    • Ensure data processes are continuously maintained and kept up to date.
    • Continuous development/research of modelling techniques and feature engineering to improve model estimates.

    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.

    Performance Management

    • Respond to personal objectives and use performance management systems to improve personal performance. OR 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. Manage the development of pipelines and succession planning as well as performance scoring and management. This includes the setup of performance contracts and personal development.

    Operational Compliance

    • Identify, within the team, instances of non-compliance with the organization/ actuarial policies and procedures and/ or relevant regulatory codes and codes of conduct, reporting these and escalating issues appropriately. Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.

    Building Capability

    • Mentor and coach staff on a technical and professional front. Mentor and coach staff to develop data analysis, aggregation and cleaning skills and how to develop models and the review thereof.

    Requirements    

    • General Education
    • Bachelors / Honours degree in Actuarial Science or similar (Essential);
    • Qualified or making good progression toward Actuarial qualification (Essential)

    General Experience

    • 2 or more years actuarial experience within a Short-Term insurance environment (Essential)

    Managerial Experience

    • 1 or more years experience in general supervision of more junior colleagues (Essential)

    Closing Date: 30th, March 2022  

    go to method of application »

    Junior Actuarial Analyst

    Specification    
    Data Collection & Analysis

    • Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.
    • Extract and verify data used for actuarial models.
    • Reconcile data/information against credible data sources (for example financials) to ensure the data is complete and accurate. Before data is used for analysis/ modelling, review and acquire signed-off from the Technical Manager.

    Actuarial Modeling

    • Assist in developing actuarial models and processes.
    • Models to be fit for purpose and able to estimate the reality accurately.
    • Regularly monitor Models to ensure model performance.

    Insights and Reporting

    • Extract and combine data to generate standard reports.
    • Provide an ecosystem where data and data analysis is nimble and easy to access within the business.
    • Ensure monitoring is accurate and complete and regularly validated against credible data sources.
    • Review results on a regular basis and monitor against actuals across brands and distribution channels within the business.

    Model Deployment and Testing

    • Develop the monitoring processes to measure the performance of the model/ pricing under the guidance of the technical manager.

    Improvement / Innovation

    • Support others by implementing improvements and carrying out simple change management tasks. Ensure data processes are continuously maintained and kept up to date.

    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. Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.

    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.

    Requirements    

    • General Education
    • Bachelors / Honours degree in Actuarial Science or similar (Essential);
    • Making good progression toward Actuarial qualification (Essential)

    General Experience

    • Actuarial Graduate from university or an individual with less than 2 years work experience outside of the Short Term Insurance environment (Essential)

    Closing Date: 30th, March 2022  

    go to method of application »

    Actuarial Analyst

    Provide support to senior analysts and managers within the General Insurance Actuarial team. Use statistical models to analyze data and calculate the probability of and costs associated with certain events.

    Specification    
    Data Collection & Analysis

    • Collate and analyze data using pre-set tools, methods and formats.
    • Extract and verify data used for actuarial models.
    • Reconcile data/information against credible data sources (for example financials) to ensure the data is complete and accurate. Before data is used for analysis/ modelling, review and acquire signed-off from the Technical Manager.

    Actuarial Modeling

    • Develop, maintain and implement actuarial models and processes.
    • Models to be fit for purpose and able to estimate the reality accurately.
    • Regularly monitor Models to ensure model performance and communicate problems back to business. Before Models are used for estimation within the business, review and acquire the required signed-off.

    Insights and Reporting

    • Contribute to the preparation of various data and analytics reports.
    • Provide an ecosystem where data and data analysis is nimble and easy to access within the business.
    • Provide insights from monitoring to inform the business and future modelling endeavours.
    • Ensure monitoring is accurate and complete and regularly validated against credible data sources.
    • Review results on a regular basis and monitor against actuals across brands and distribution channels within the business.

    Model Deployment and Testing

    • Effective impact and sensitivity analysis to be performed before any deployment is done. Maintain and develop documentation on model/ pricing to be deployed.
    • Ensure the monitoring processes are in place to measure the performance of the model/pricing.

    Stakeholder Engagement

    • Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder commitment and drafting supporting materials to promote understanding. Be on time and prepared for meetings.

    Improvement / Innovation

    • Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them. Ensure data processes are continuously maintained and kept up to date.

    Operational Compliance

    • Identify, within the team, instances of non-compliance with the organization/ actuarial policies and procedures and/ or relevant regulatory codes and codes of conduct, reporting these and escalating issues appropriately. Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.

    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

    Requirements    

    • General Education
    • Bachelors / Honours degree in Actuarial Science or similar (Essential);
    • Making good progression toward an Actuarial qualification (Essential)

    General Experience

    • 1 or more years actuarial experience within a Short-Term insurance environment (Essential)

    Closing Date: 30th, March 2022  

    go to method of application »

    Junior Actuarial Manager

    Introduction    

    • Manage a team of Actuarial Analysts that support the Business goals as set out by senior management by effectively modelling and monitoring business Actuarial solutions. This team will care take all TIH short term brands, products and distribution channels.

    Specification    
    Business Requirements Identification

    • Elicit complex business requirements using a variety of methods such as interviews, document analysis, workshops, and workflow analysis to express the requirements in terms of target user roles and goals.
    • The effective management of pricing development, deployment and monitoring over all TIH STI brands, products, and distribution channels.
    • Responsible for the management of key business metrics.
    • Analyze business requirements and identify root causes rather than reacting to symptoms.
    • Business requirements need to be clearly documented within the scope of use, definitions and assumptions made.
    • Develop solutions that address Business requirements and objectives and refine solutions over time as more information becomes available.

    Stakeholder Engagement

    • Identify, manage and collaborate with internal (Actuarial) and external (Business) stakeholders.
    • Find 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.
    • Keep stakeholders informed and up to date with project/analysis delivery and provide clear and concise feedback to stakeholders.

    Actuarial Modeling

    • Translate business objectives into clearly defined business cases, costs, and schedules to support growth in the business.
    • Develop, maintain and implement actuarial models and processes.
    • Models need to be fit for purpose and able to estimate the reality accurately.
    • Models (and any form of estimation) to clearly documented with the scope of use, definitions, data, and assumptions made.
    • Regularly monitor Models to ensure model performance and that they are communicated back to the business.

    Data Collection & Analysis

    • Use data from a wide range of sources to analyze key themes and identify possible impacts on the business.
    • Recommendations could be technical or professional in nature.
    • Extract and verify data used for actuarial models.
    • Data/information to be reconciled against credible data sources (for example financials) to ensure the data is complete and accurate.
    • Ensure definitions and assumptions are aligned to the problem statement. Before data is used for analysis/modelling, the incumbent should review and acquire signed-off from the Senior Manager.

    Model deployment and testing

    • Plan and deliver systems changes and manage the team on a day-to-day basis to meet project timelines and quality requirements.
    • Engage with users to identify requirements and work with the team to design solutions.
    • Effective impact and sensitivity analysis to be performed before any deployment is done.
    • Translate results from the impact/sensitivity analysis to Business to provide insight and what various pricing changes will mean on profitability and policy growth over all brands and distribution channels.
    • Maintain and develop documentation on model/pricing to be deployed.
    • Clearly state what needs to be deployed and how testing will be done to ensure the deployment is successful.
    • Ensure monitoring process are in place to measure the performance of the model/pricing.
    • Effective tracking of various pricing changes and cohorts.

    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. Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.
    • Translate the monitoring results so that it can be understood and provide an ecosystem where data and data analysis is nimble and easy to access within the business. Provide insight from monitoring to inform the Business of future modelling endeavours.
    • Ensure monitoring is accurate and complete and regularly validated against credible data sources. Monitor data against actuals across all brands and distribution channels within the business.

    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 organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

    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. Manage the development of pipelines and succession planning as well as performance scoring and management. This includes team administration, the setup of performance contracts and personal development plans to staff to achieve Business objectives.
    • 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. Stay up to date with Business developments and develop solutions proactively with Business. Maintain continuous development/research of modelling techniques and feature engineering to improve model estimates. Ensure data processes are continuously maintained and kept up to date.

    Operational Compliance

    • Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization/actuarial profession policies and relevant regulatory codes and codes of conduct.
    • Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.

    Building Capability

    • Mentor and coach staff on a technical and professional front. Mentor and coach staff to develop data analysis, aggregation and cleaning skills and how to develop models and the review thereof.
    • Maintain measurable service levels on business requests and provide feedback that speaks to the business issue observed. Be on time and prepared for meetings with Business.

    Requirements    

    • General Education
    • Bachelors / Honours degree in Actuarial Science or similar (Essential);
    • Qualified or making good progression toward Actuarial qualification (Essential)

    General Experience

    • 4 or more years actuarial experience within a Short-Term insurance environment (Essential)

    Managerial Experience

    • 1 - 3 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

    Closing Date: 30th, March 2022  

    go to method of application »

    Dialer Specialist

    Introduction    
    Plan and execute campaigns within the defined timelines. Manage campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for all TIH campaigns (sales, collection, retention, service, admin). Track, influence, provide solutions and escalate any factors that might affect performance.

    Specification    
    Campaign Planning

    • Contribute to the development of the campaign strategy to optimize the campaigns performance to reach business goals.
    • Define the campaign brief outcomes to meet the required set targets with the business.
    • Plan and design the campaign; the timelines and resource capability and skill set required, liaising with multi-channel contact center management; workforce management.
    • Provide input into the design of new campaigns, engaging with marketing.
    • Support business in driving new initiatives or special projects.

    Project/Campaign Management

    • Implement and optimize campaign strategies and cohesive customer engagement according to the plan to drive the achievement of the Business Unit targets.
    • Manage, track and govern campaign settings on dialer guided by models to support strategy.

    Stakeholder Engagement

    • Liaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
    • Liaise and support and provide input regarding campaigns for many stakeholders in TIH business, for example; Heads, Marketing, Business Intelligence, IT and compliance team.
    • Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement.

    Insights and Reporting

    • Maintain, analyze, re-engineer and evaluate new and existing campaigns; as well as share/present to the Business Unit the progress, performance, opportunities, threats and insights pertaining to campaign metrics, volume and quality of data, resources and skill sets, results, commercials (cost per contact, p-factor), gaming of contacts or leads.
    • Provide input and review scripting of campaigns and how the campaign performs.

    Continuous Improvement

    • Identify and implement optimization plans around targeting with the goal of increasing campaign profitability. Implement initiatives to improve campaign performance based on lead optimization and segmentation.

    Operational Compliance

    • Ensure data processes are adhered to – lead scrubbing, data optimization and segmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements.
    • Highlight any identified contact centre abuse of leads.

    Personal Capability Building

    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Maintain an understanding of relevant technology, and industry best practices through ongoing education, and reading specialist media.

    Requirements    

    • General Education
    • Grade 12/ SAQA Accredited Equivalent (Essential);
    • Relevant 3 year Business degree / diploma in Business Management /
    • Campaign Management and Contact Centre (Advantageous)

    General Experience

    • 3 or more years experience Campaign Management (Essential);
    • Data management experience (Essential);
    • Analytics or MI experience (Essential);
    • Dialler Management (Essential);
    • Experience in the financial services industry (Advantageous);
    • Experience of dealing with relevant stakeholders e.g. work force management,
    • contact centres, marketing (Advantageous)

    Closing Date: 4th, April 2022  

    go to method of application »

    Operations Consultant- VAPS OPs (Afrikaans Speaking)

    Introduction    
    The Operations Consultant provides effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet customer needs.

    Specification    

    • Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions,striving to achieve first contact resolution.
    • Provide a quality service to customers, both via telephone and email.
    • 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.
    • 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 and KPI's.

    Requirements    

    • Matric / Grade 12 or SAQA Accredited Equivalent (Essential);
    • RE 5 (Essential), STI Qualification (Advantageous); FAIS recognized qualification (Essential); Class of Business
    • Certification (Advantageous), CPD (where relevant)
    • At least 2 years experience in a Service /Collections / Retentions environment. Advantageous: Complaint handling.

    Closing Date: 4th, April 2022  

    go to method of application »

    Reinstatement Consultant (Retentions)

    Introduction    
    The Retentions Consultant - VAPS (Value Added Products Reinstatement) will be responsible for Retaining our existing clients.
    In contribution to the value added product and the Telesure strategy, the role will strategically grow the volume of Customers on Risk (COR) therefore improving overall profitability

    Specification    

    • Accurately identify the origin and reason for policy cancellations (or cancelled policies) relative to the various channels and brands (broker or customers).
    • Effectively determine the cause for the policy cancellation (or potential policy cancellation) by selecting the most appropriate approach of responding to the
    • customer or broker.
    • Apply different discounting strategies relative to customer profitability as determined by business analytics and tools.
    • Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.
    • Update key customer information across all relative systems as required.
    • Adhere to all required risk and compliance requirements as stipulated for the role; adhere to all business rules, business processes and system access and management regulations on an on-going basis.
    • Adherence to agreed house rules for the team and environment aligned to key performance and quality standards at all times.
    • Effective retention of customers for the business across all channels and brands measured by agreed persistency ratios.
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on TCF principles in alignment with regulatory requirements.

    Requirements    
    Required Experience & Skills:

    • Proven sales track record
    • Excellent verbal command of the English Language
    • Strong understand of the sales process and sales techniques
    • A strong attention to detail
    • Matric / SAQA accredited qualification*
    • RE-5 and 120 FAIS Credits (advantageous)
    • At least 12 months Sales experience in a Call Centre environment financial/Medical aid Retentions and Upselling services industry.

    Closing Date: 4th, April 2022  

    go to method of application »

    Retention Consultant

    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.

    Customer Needs Clarification

    • Set clear objectives for each 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, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

    Customer Management

    • Help manage customers by carrying out standard activities.

    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 when required from a supervisor or manager for any exceptions from mandatory procedure.

    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 and KPI's.

    Personal Capability Building

    • Keep abreast with current changes in internal policies and procedures.
    • Develop 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.

    Requirements    

    • General Education
    • Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous)

    General Experience

    • 1 year sales experience (Essential); 1 year retentions experience (Advantageous)

    Closing Date: 4th, April 2022  

    go to method of application »

    Manager: Customer Services - Australia ( night-shift)

    Manage the Claims and Customer Services teams. Ensure effective delivery of service to all levels of inbound and outbound customer interactions. Implement operational plans to assist in achieving the required operational results.

    Specification    
    Operations Management

    • Oversee and manage different teams in the services and claims department. Ensure the operational function is in line with company goals, objectives, policies and procedures. Implement, drive and monitor group strategy and operational efficiency.

    Leadership and Direction

    • Collaborate, create and communicate the tactical plan and action needed to execute the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

    Customer Service

    • Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.
    • Manage within the team, the effective and efficient client queries and complaints.
    • Review the customer services process and metrics. Ensure clients
    • are treated according to the TCF principles; between managers, reps and clients.

    Performance Management

    • Manage and report on the performance of a substantial, diverse team; 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.
    • Ensure the right skill level, experience, qualifications of people are aligned to support service delivery, achieving production and performance targets at all times.

    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.

    Operational Compliance

    • Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.

    Stakeholder Engagement

    • Build and maintain effective relationships with all internal stakeholders.
    • 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.

    Work Scheduling and Allocation

    • Develop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation to the correct resource skill in order to achieve client satisfaction.

    Insights and Reporting

    • Prepare and coordinate the completion of various data and analytics reports.
    • Ensure accurate management information by analyzing trends and providing day to day and monthly reports to business.

    Budgeting & Costing

    • Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.

    Organizational Capability Building

    • Use the organization's formal development framework to identify the team's individual development needs.
    • Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities.
    • Provide formal and informal training or coaching to managers and others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.

    Customer Relationship Management (CRM) Data

    • Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.

    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.

    Requirements    

    • General Education
    • Matric / Grade 12/ SAQA Accredited Equivalent (Essential)
    • Relevant 3 year degree or diploma in relevant field (Essential)

    EXPERIENCE

    • General Experience
    • 5 or more years experience in a call centre and services environment (Essential)
    • Experience in a Financial Services Industry (Advantageous)
    • Experience with Avaya related system (Advantageous)

    Managerial Experience

    • 3 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

    Closing Date: 11th, April 2022  

    go to method of application »

    Manager: Warranties

    Purpose of Role

    • Maintain, develop and operationally manage the Warranties and Service Plans
    • Sales channels to ensure profitable growth of the business.
    • Manage a team of Account Managers to ensure effective Partner management to ensure quality service delivery to customers.

    Specification    

    Warranties Business Growth Initiatives

    • Develop a personal network within the business sector and represent the organization at business sector events.
    • Obtain market intelligence and enhance the visibility and reputation of the organization, its products, and its services.
    • Use customer and data insight from, the market, our sales funnel, competitors, and claims to inform motor warranties and motor service plans for growth opportunities.
    • Approach the motor warranties and motor service plans product life cycle with a strategic mindset to allow for development of successful plans to attract and retain new customers.
    • Maintain a big picture focus while working with the actuarial team, using complex data and/or reports, to support management decisions in the areas of pricing, segmentation, underwriting standards, growth, and claims handling.
    • Remain current with the motor warranties and service plans landscape,competitors, changes in the industry and potential new opportunities for offerings and pricing position.

    Relationships Management

    • Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
    • Develop and maintain positive relationships with Partners.
    • Identify improvement areas and implement corrective measures.
    • Source strategic partnership opportunities to extend channel distribution for Warranties and Service Plans.

    Project Management

    • Deliver specified projects while working within an established program management plan.
    • Responsible for end to end project management of warranties initiatives.
    • Drive project team to meet timelines and successful implementation.
    • Use strong project and time management skills, act with accountability, ownership and accuracy to ensure the Warranties portfolio experiences growth and is profitable.

    Solutions Analysis

    • Analyze current performance inhibitors and propose solutions to ensure business continuity.

    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.
    • 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.

    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.
    • Attend training interventions and apply training, initiative, and process changes.
    • Look for ways to improve competency or drive results to ensure continuous and constant improvement.

    Improvement / Innovation

    • Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
    • Leverage all available information from Partners, the industry, and internally to ensure regular review of departmental processes, systems and protocols to improve efficiencies.

    Operational Compliance

    • Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

    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.
    • Regularly report to VAPSCO on performance of Warranties and Service Plans channel.

    Requirements    

    • General Education
    • Grade 12/ SAQA Accredited Equivalent (Essential)
    • BCom or similar qualification (Essential);
    • FAIS recognized qualification (Advantageous)
    • Regulatory Examination (Advantageous)

    General Experience

    • 3 – 5 years broker sales experience within the Financial Services Industry (Essential);

    Managerial Experience

    • 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

    Closing Date: 8th, April 2022  

    Method of Application

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