Careers at Discovery Limited

Key Purpose

• The Senior Marketing Consultant is a member of a high-performance marketing team that partners with the Discovery Vitality business to implement marketing solutions and contributes to the delivery of digital and marketing communications for Discovery Vitality. They will be responsible for running marketing projects end-to-end, using digital and marketing best practice and leveraging internal and external (e.g. agency, fitness facilities) relationships to deliver within budget.  In addition, the Senior Marketing Consultant will support the Marketing Manager on marketing projects and integrated marketing campaigns in the Vitality portfolio, work closely with external and internal stakeholders and assist with running partner campaigns.

Areas of responsibility may include but not limited to:

Strategic Growth & Engagement

• Develop and implement marketing strategies that support both customer acquisition and ongoing engagement across employer and direct channels.
• Drive Growth Manco and Engagement Manco sales and engagement initiatives to support and achieve business targets.
• Identify and activate opportunities to increase uptake of Vitality products across employer groups and direct sales audiences.
• Partner with business teams to identify, manage, and execute key strategic engagement initiatives aligned to KPIs and overall business objectives.
• Collaborate cross functionally to ensure campaigns, tools, and initiatives are insight-led, aligned to customer needs, and deliver measurable impact.
• Manage onboarding initiatives and member journeys to ensure a seamless and engaging experience that supports activation and long-term engagement.

Campaign & Project Management

• Own the end-to-end delivery of marketing engagement projects, ensuring they are delivered on time, within budget, and aligned with business objectives.
• Brief, manage, and optimise campaigns across digital and offline channels, tailored to employer, partner, and adviser audiences.
• Identify, manage, and execute key strategic engagement initiatives in collaboration with business teams, ensuring alignment to KPIs and overall engagement objectives.

Employer & Brand Activations

• Plan and execute employer-facing and brand activation campaigns that enhance visibility and engagement.
• Manage agencies and budgets for each activation to ensure efficient and high-quality delivery.
• Work closely with partners and internal teams to deliver high impact activations aligned with strategic goals.

Vitality Communications

• Manage financial adviser communications across eDiscoverer, Adviser360, and social media platforms, optimising content and formats to improve engagement, including open and click through rates.  
• Manage WhatsApp and email BUA campaigns.
• Develop partner communication campaigns and messaging across partner channels, working closely with the CVM team to deliver strategic sales and engagement communications.
• Translate messaging across media formats and audience segments to ensure clarity, relevance, and alignment with engagement objectives

Stakeholder Engagement

• Work closely with internal teams (including Distribution, Product, and CVM) as well as external partners to meet business needs and effectively manage expectations.
• Build and maintain strong relationships with key stakeholders, ensuring alignment, collaboration, and smooth delivery across functions.
• Use performance data and insights to evaluate campaign effectiveness and identify opportunities for continuous improvement.
• Manage timelines and milestones across multiple stakeholders to ensure coordinated and timely execution.

Portfolio Oversight

• Manage the Vitality Growth portfolio, ensuring consistent communication, visibility, and collaboration across teams, including reporting into and supporting Engagement Manco priorities.
• Drive engagement campaigns that support key business KPIs — including sales growth, retention, and reduced lapse rates — through targeted and strategic marketing initiatives informed by Engagement Manco focus areas.
• Lead creative and content development processes, ensuring high quality outputs that align with brand, portfolio, and Manco level objectives.
• Drive the creation of compelling campaign concepts, visuals, and content in collaboration with creative teams to support portfolio priorities and business outcomes.

Competencies

Knowledge & Skills

• In depth knowledge of media channels, with strong expertise in digital platforms (social, email, Google, etc.).
• Understanding of channel specific best practices that drive engagement, conversion, and performance. Experience managing agency relationships, including clear briefing, feedback cycles, and approvals.
• Knowledge of agency production workflows, including timelines, costing, and vendor coordination.
• Excellent written and verbal communication skills.
• Strong understanding of effective communication principles, including tone, clarity, segmentation, and call to action design.
• Ability to translate complex information into simple, audience relevant messaging.
• Strong presentation skills with the ability to articulate ideas and project updates clearly.
• Proficiency in Adobe Express and Canva for content creation and visual storytelling.
• Ability to collaborate with creative teams and guide design, layout, and creative direction.
• Strong conceptual and creative thinking with the ability to contribute to campaign ideation and innovation.
• Ability to identify new opportunities for engagement, content, and brand storytelling.
• Proven ability to manage multiple stakeholders across business units with strong expectation setting and alignment.
• Ability to conduct simple data analysis and reporting.
• Working understanding of Google Analytics for monitoring campaign and engagement performance.

Attributes 

• Motivated; results-driven; reliable.
• Detail-orientated; customer focused; able to prioritise.
• Works well under pressure; team player; empathetic.
• Adaptable and resilient (able to cope with curve balls).
• Creative flair and proactive problem-solving.

Education and Experience

• Minimum 3-year undergraduate degree or diploma (preferably marketing / communications focused).
• Minimum of 4 years’ experience in marketing and communication.
• Relevant industry & corporate experience (health, wellness, fitness, rewards programmes) would be advantageous.
   

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Key Purpose

• Managing the delivery of high-quality systems projects which span over multiple business areas, ensuring that the project objectives and business requirements are met. Applying and adhering to the Project Management principles and processes and ensuring that they are effectively applied throughout the lifecycle of the project, through to project closure and operational handover.

Areas of responsibility may include but not limited to:

• Planning and Defining Scope
• Activity Planning and Sequencing
• Manage the resources for the project from start to end
• Provide coordination for kick off meetings for projects and ensure that all relevant stakeholders are aware of the tasks required of them
• Developing Schedules
• Time and cost estimating
• Developing and managing Budgets       
• Effectively report on Projects, including accurate, effective and efficient project document control and record management.
• Managing Project Risks and Issues
• Obtain Governance approvals for all projects.
• Team Leadership including coaching, mentoring and upskilling of junior project management and project administrators
• Strategic Influencing
• Working with partners and other business units and external vendors
• Controlling Quality
• Projects Benefits Realization
• Strong understanding of the SDLC, waterfall and agile methodologies

Personal Attributes and Skills

• Drives Results
• Values Driven
• Optimistic
• Can-Do attitude
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver
• Manages Complexity
• Strong verbal and written communication skills at all levels of engagement 
• Balances Stakeholders
• Ability to work well under pressure with tight deadlines

Qualification

• Matric (Essential),         
• PMBOK Project Management Diploma (NQF Level 5) Essential
• Agile Certification Essential
• Business degree (NQF Level 6, with PM Topic) Advantageous

Technical Skills

• Project Planning & Scheduling
• Agile, Waterfall & Hybrid Methodologies
• Risk, Issue & Dependency Management
• Budget & Cost Management
• Project Tools & Systems Proficiency
• MS Project (planning & scheduling)
• JIRA / Confluence (Agile delivery & documentation)
• Ability to track progress, manage backlog, and report status

Experience

• Min 5 Years Project management Essential
• Min 3 years of Financial Services industry knowledge and experience essential
• Ability to coordinate complex technical and business projects.
• Ability to oversee multi-function internal and external project teams
• Proven track record of business and systems related project delivery
• A good understanding and prior delivery of Agile (SDLC) and traditional waterfall project management principles and practices and the ability to blend them together in the right proportions to fit a project and business environment

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Key Purpose of the role

• The primary objective of the role is to administer Group Risk policies and reassurance premiums, which includes the reconciliation of scheme payments, member and policy maintenance, broker and contact maintenance. Additionally, the role involves managing all related inquiries from both internal and external stakeholders.

Areas of responsibility may include but not limited to

• To efficiently facilitate the reconciliation of monthly risk premiums by performing comprehensive data comparisons to ensure that premiums are being paid in accordance with scheme rates against the internal billing controls.  
• Engage in effective internal and external communication to ensure timely resolution of client queries in accordance with established service level agreements.
• Adherence to Standard Operating Procedures to facilitate effective monitoring, uphold quality and maintain efficient and consistent service delivery.

Personal Attributes and Skills     
The successful candidate must demonstrate the following competencies:

• Demonstrates initiative and a proactive approach, with exceptional attention to detail and the ability to manage multiple tasks simultaneously excellent written and verbal communication skills
• Business Writing Skills
• Time-Management and Organizational Skills
• Collaborative team player, willing to support colleagues and contribute to a positive office environment.
• Committed to delivering outstanding customer service and ensuring client satisfaction.
• Building and maintaining professional relationships
• Telephone Communication Etiquette

Education and Experience

• NQF Level 6 qualification
• Proficient in MS applications
• Excel Advanced
• 2-3 years’ experience as a servicing administrator
• 2-3 years’ experience within the Group Risk Billing
• Successful completion of Group Risk Operational and Product training

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Key Purpose

• The successful candidate will be responsible for completing audits inside Discovery and providing feedback on the outcome. The successful candidate must be driven, possess a sense of urgency and work flexibility.

Areas of responsibility may include but not limited to

• Awareness of the IIA International Professional Practices Framework (IPPF), Code of Ethics and Standards
• Perform audit in line with Audit Methodology and Audit Software requirements.
• Assist Senior Internal Auditor in preparation of engagement letter.
• Document systems descriptions and/or walkthroughs for the scope areas identified within the engagement letter.
• Obtain approval from business for documented system descriptions and/or walkthroughs.
• To review the system established to ensure compliance with those policies, plans, procedures, laws, regulations and contracts which could have a significant impact on operations and reports.
• Completion of the Audit Checklists and overall maintenance of the Pentana Audit File (in line with Audit Methodology).
• Document risks and controls for the scope areas identified within the engagement letter.
• Obtain approval from business for documented risks and controls.
• Prepare test procedures for adequate controls.
• Perform fieldwork testing.
• Draft working papers in line with GIA methodology
• Provide feedback to Senior Auditor / Audit Management regarding progress on activities.
• Advise Senior Auditor / Audit Management immediately of any problems experienced on audit sections.
• Escalate cases where feedback is not received.
• Produce finalised working papers and evidence for all components of work, as per standards set in the Audit Methodology
• Confirm errors / control weaknesses identified with business prior to drafting observations.
• Draft observations for confirmed errors / weakness and rate observations
• Format first draft of report prior to review by the Senior Internal Auditor / Audit Management
• Assist Senior Internal Auditor in ensuring that the management comments and agreed actions provided are appropriate.
• Update Audit Software with all required information and sign off working papers.
• Clear Audit Management / Senior Internal Auditor review / coaching notes (sign off)
• Completion of mini appraisals for each audit performed within 2 weeks of final audit report being issued.
• Timely capturing of billable time, proactively managing output and productivity of 90%
• Share business related knowledge with team.
• Implement training and learnings within audit work, to ensure continued enhancement and quality.

Education and Experience

• National Diploma Internal Audit / B Degree or equivalent qualification (with Accountancy and / or Auditing as majors
• Studying towards or in possession of the relevant B Comm Degree
• Studying towards CIA, CCSA, CFSA
• Preferable experience in the Financial Services Industry
• 2-3 years experience in Internal Audit

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Key Purpose

• To protect the legal interests of the Group and thereby contribute to the success of all businesses in the Group.

Areas of responsibility may include but not be limited to

• Contracting and advising the Group on contractual matters in line with Discovery strategy.
• Analysing and effectively negotiating contract terms that support the business objectives, while complying with applicable laws and company policies.
• Independently reviewing, drafting, and negotiating contracts, amendments, and templates in support of the growing business ventures.
• Resolving contractual and commercial problems.
• Managing short and long term commercial ventures.
• Risk management.
• Having a general understanding of relevant compliance related matters.
• Consulting on legal matters and handling the briefing of attorneys for referred matters.
• Keeping abreast of relevant legislation and ensuring that all stakeholders understand implications.
• Working collaboratively with other areas in Discovery.
• Providing clear, concise, and practical legal and commercial advice and counsel to business teams on a wide array of business and contractual issues while coordinating with other legal team members and stakeholders as may be necessary.
• Partnering with the business to successfully drive the initiatives and to provide overall support for execution of strategy.
• Managing the Group’s Intellectual Property portfolio.
• Conducting training sessions for internal team members on procedures and other contracts or legal topics.
• IT and IT Project contracting.

Personal Attributes and Skills

• Market awareness (locally & internationally)
• Relationship building
• Excellent Negotiation skills
• Persuasiveness
• Integrity
• Strong financial skills
• Analytical skills
• Ability to work independently
• Strong organisational skills
• Problem solving skills
• Decisiveness

Education and Experience

• Completed LLB degree
• 5 years relevant experience
• Experience in dealing with multiple external partners is essential.
• Experience in Financial Services and IT contracting is advantageous

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Key Purpose

• The Test Analyst Accountable for the execution of the testing process and best practices. Testing that the business functional requirements are fulfilled and that bugs are resolved. Design test scenarios and test cases based on an analysis of the business requirements. Ensure that the defect management and reporting process is executed.
• Maintaining and adding to regression test packs.

Areas of responsibility may include but not limited to: 

Testing Requirements

• Participate in review sessions where the Business Requirement Specification; Functional Requirement Specification or User Manuals are discussed.
• Participate in JAD sessions where requirements are derived.
• Extract test requirements from Business Requirement Specification, Functional Requirement Specification, etc. Extract requirements into Test Repository.
• Review requirements with Test Lead/Test Analyst.
• Analyze test requirements using proven test techniques.

Test Cases and Scenario’s

• Design test scenario and test cases for each scenario.
• Add all test cases in Test Repository.
• Link all test cases to the appropriate requirement(s) in Test Repository.
• Ensure adequate functional requirement coverage.
• Prepare for and provide a walkthrough of all test scenarios.
• Review test scenarios and test cases with the relevant Business Analysts and Business owner/Team Lead.
• Keep Regression Tests Pack Updated.

Test Data

• Identify test data requirements.
• Create/Maintain reusable test data and data keysets.

Test Schedule

• Understand responsibilities, deliverables and timelines.
• Provide testing timeline and input to Test Plan.
• Know and understand access and permission required to enable testing. 
• Ensure adequate controls are established and adequate testing is completed for all new development and enhancements to existing applications.

Test Results

• Work closely with Project Managers, Business Analysts, Business Owners, Quality Assurance and Developers.
• Facilitate execution of test cases in an effective and efficient manner.
• Build and maintain a repository of regression test cases using Test Repository.
• Ensure test status results are properly documented and tracked.
• Ensure Defects are logged and reported clearly.
• Review test results stored in Test Repository.
• Communicate test results to the Snr. Test Analyst or Team Lead and Project team.
• Ensure that all test executions is signed off by the relevant parties.
• Communicate daily status reports on the relevant projects.
• Ensure that the projects status is up to date.

Defects Report

• Generate and maintain bug, error, problem database.
• Track and Resolve bugs.

Personal Attributes and Skills

Behavioral skills

• Detail orientation, analytical problem solving, planning and organizing.

Technical Skills

• Able to Understand XML and JSON requests.

Education and Experience 

Experience

• Must have experience with regression, usability, sanity and functional testing methods.
• Must have worked in an agile environment (attending standup’s, scrum meetings etc.)
• Experience using Test Management tools (ALM, Jira).
• Exposure to automated regression and performance testing - advantageous
• Driver’s license/independent transport
• Process knowledge of SDLC (strong functional knowledge of Systems Engineering), Testing methodologies, ITIL process awareness.
• Knowledge of SQL Scripts – advantageous
• Experience in Web/Rest Services – advantageous.
• Domain knowledge on Discovery Health Products.  – advantageous
• Must be fluent in Portuguese

Education

• Essential qualification - at least one of the following:
• Diploma in IT/Software Engineering/Computer Science
• University degree in technical discipline (e.g.: Computer Science, Mathematics, Engineering)
• Minimum 2 years of relevant Testing experience.
• ISTQB or ISEB qualification for Test Analysts in Functional Testing.

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Job Purpose

• To provide strategic leadership for environmental sustainability, regulatory compliance, and utilities performance across the Technical Services portfolio, ensuring full compliance with applicable requirements, advancing ESG and Net Zero objectives, and enabling informed operational and strategic decision-making.  The role acts as the central governance and oversight function for environmental performance, utilities management, and sustainability reporting across the organisation.

Key Outputs may include but are not limited to:

Environmental Compliance

• Ensure compliance with environmental legislation, ISO standards, and internal policies.
• Lead environmental audits (ISO 14001, legal compliance, Internal audits and GHG verification)
• Lead Net Zero accreditations
• Develop and maintain environmental process documentation (e.g., waste management plans, hazardous materials handling)
• Manage audit findings and corrective action implementation

Sustainability strategy

• Drive delivery of:
• Net Zero initiatives
• Energy, water, and waste optimisation programs
• Green Star / GBCSA requirements
• Net Zero Waste accreditations
• Develop and monitor consumption reduction targets
• Environmental awareness and engagement initiatives

Utilities and resource management

• Oversee management and optimisation of:
• Energy consumption
• Water consumption
• Waste streams
• Additional smaller environmental emissions aspects
• Ensure accurate metering, monitoring, and reporting systems are in place
• Drive performance improvements across sites and service providers

Data management, reporting and insights

• Manage relationships with CRES Operational teams for data capturing
• Oversee that data has been correctly captured and that statements, invoices and reports are saved in relevant folders and are easily accessible
• Ownership of utilities data frameworks
• Develop dashboards and reporting templates for Technical Services
• Drive integration of data systems and analytics platforms
• Provide reporting for:
• CRES MANCO
• EXCO-level reporting streams

Process and development & Governance

• Develop and standardize SOPs and frameworks across sites
• Ensure document control, audit readiness, and compliance assurance
• Embed best practice processes within Technical Services

Stakeholder and Contractor Management

• Engage with:
• Internal technical teams
• External contractors and consultants
• Regulatory authorities
• SME for utility streams
• Internal and External auditors
• Support contract management and procurement inputs
• Manage environmental communications to stakeholders
• Draft and send various communications to the campus. 

Project and Technical Support

• Provide environmental input for capital and operational projects
• Support data warehouse and system integration initiatives
• Contribute to operational initiatives such as consumption reduction programs

Education and Experience

• Intermediate to advanced level in MS Word, Excel and PowerPoint 
• Excellent report writing and presentation skills are essential
• Member of the GBCSA
• Green building accreditations

5 years’ experience on:

• Project management skills
• Green initiatives / Sustainability experience
• Thorough understanding of utility consumption and bills
• Excellent communication skills to rationally explain, explore and discuss environmental issues
• Flexibility to work under pressure, responding to changing legislation and project and programme demands.
• Knowledge of environmental issues, but also technological solutions, and relevant environmental legislation, policy and guidance.
• Creative thinking and problem-solving skills
• Excellent numeracy and literacy skills for analysing and interpreting quantitative and qualitative data, carrying out research, writing reports and making recommendations.
• 10 years in overseeing Environmental sustainability
• 10 years in compiling data for Carbon footprint verification reports

Technical Skills or Knowledge

• Understanding of utilities reticulation
• Metering software
• Excellent interpersonal and communication skills 
• Project Management (intermediate)

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Key Purpose

• The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.
• Gauge the members existing level of digital proficiency.
• Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.
• Make use of a multi-channel approach in engaging with the members.
• Improving client experience
• Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms.
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service.
• Gather data and information on client needs and experiences of the existing digital channels and platforms.
• Provide structured feedback to relevant stakeholders regarding digital channel enhancement opportunities and evolving members needs.
• Servicing our members in a customer centric way to ensure that we live by our service principles
• Ensuring excellent quality service to all members

Competencies

Behavioral Competencies

• Digitally savvy
• Ability to sense and interpret levels of readiness to adopt a particular digital channel.
• Customer Centric
• Ability to transfer and relay information on various levels
• Probes for further information or greater understanding of a problem
• Can facilitate skills transfer using multiple channels
• Adapts to changing circumstances
• Promotes ideas on behalf of self or others
• Takes initiative, acts with confidence and works under own direction
• Initiates and generates activity
• Upholds ethics and values
• Demonstrates integrity
• Establishes good relationships with members
• Assertive and confident
• Diplomatic and tactful
• Speak fluently (accent neutral) English/Afrikaans

Knowledge

• Experience in an outbound tele-sales environment
• Experience in the financial services industry 
• Discovery Health product experience

Skills

• Time Management
• Verbal and written communication
• Interpersonal skills

Qualifications & Experience

Essential

• Matric
• Min 3 years’ call centre experience
• Knowledge of the Discovery systems
• Proficient in MS Office suite

Advantageous

• Minimum 12 months experience dealing with members/brokers
• Minimum 12 months credit control or related financial experience
• Face-to-Face experience
• Relevant tertiary qualification

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Key Purpose

• Design and implement robust, scalable and optimally performing systems using Java related technologies, according to provided specifications, standards and procedures, while ensuring compliance with the architectural standards and guidelines laid out by Discovery.

Areas of responsibility but not limited to:

Design:

• Translate business requirements into technical designs adhering to Discovery Insure processes, standards and guidelines, taking cognisance of performance, security and scalability requirements. Deliver within agreed timeframes.
• Liaise with relevant parties where clarification of business requirements or resolution to technical issues is needed
• Research and find effective solutions to technical issues that arise
• Estimate development timelines based on business requirements

Development:

• Construct robust, maintainable, scalable, optimally performing system code in line with technical specifications, following prescribed process, standards and procedures. Deliver within agreed timeframes
• Conduct unit testing and fix any defects found

Testing:

• Verify build stability and quality with development team before releasing to test team, aiming to release with zero defects
• Assist the Business analyst in ensuring the test pack includes relevant scenarios and test data.
• Consult and assist in reviewing risk / impact of defects found in testing, and assist with fixing where necessary 

Support / Troubleshooting:

• Assist system users with technical support issues and handle according to defined procedures
• Ability to effectively analyse root cause of system errors (data errors, performance and stability issues)

Mentoring / Team development:

• Actively coach other developers to understand and apply the Insure coding and architectural standards correctly, as well as any technologies in use
• Perform code review to ensure logical correctness, maintainability, scalability, performance, compliance with architectural standards and frameworks

General:

• Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions
• Able to build business relationships with other members of team and the business areas we support.

Technical Skills

• Excellent understanding of Object Orientated principals and Java language fundamentals
• Knowledge of commonly used design patterns
• Broad understanding of how to put together an EE-based business solution from scratch
• EJB
• HTML
• JSF
• JQuery
• JAXB
• SOAP Web services
• Message Driven Beans
• UML
• XML/XSD
• SQL

Education and Experience

Education:

• Matric (Essential)
• Bachelor’s Degree or Diploma in Computer Science/ Information Systems
• Formal Java qualification

Minimum Experience:              

• 3+ years’ experience in Java development with exposure to core competencies listed

Advantageous Experience

• REST Web services
• JSON
• Business Process Management Tools
• Apache Camel
• Apache Webserver Configuration
• JBOSS Configuration
• CSS
• GIT
• Integrated Build Tools
• HTML 5
• Knowledge of Short Term Insurance industry

Working knowledge of:

• Software development within SDLC
• Unit Testing
• Data modelling and design of database structures

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Key Purpose

• The Financial Crime Compliance Officer primary purpose is to assist with safeguarding Discovery by implementing and maintaining robust anti-money laundering, and anti-terrorist financing measures. This role ensures Discovery's adherence to regulatory requirements, monitoring and assurance, assist in prevents financial crimes, and upholds the integrity of its financial operations.

Areas of responsibility may include but not limited to:

• Provide guidance and advice to business on new and ongoing Financial Crime compliance obligations as it relates to Acts, directives or other binding orders from Regulators.
• Ongoing monitoring and assurance on regulatory matters as it relates to the FIC Act and other regulatory requirements.
• Accountable Institution registration and maintenance of the Discovery delegation structure with Financial Intelligence Centre on the GoAML platform.
• Reporting on non-compliance incidents and breaches.
• Support management in the maintenance of the Risk Management and Compliance programme, Policies and Risk Assessment.
• Assist with training and awareness.
• Provide reports to management.

Role Specific Competencies

• AML and CTF Regulations: Understanding of Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) regulations and the ability to apply them effectively.
• Monitoring and assurance: Participating in compliance monitoring and testing activities to assess the effectiveness of AML policies, procedures, and controls, and to identify areas for improvement.
• Risk Assessment: Assist with risk assessments of customers, products, and Legal Entities to determine the level of financial crime risk.
• Regulatory Reporting: Ability to prepare regulatory reports with management.
• Legal and Ethical Knowledge: Understanding of legal and ethical standards relevant to financial crime compliance, including data privacy laws and ethical conduct.
• Documentation and Record Keeping: Maintaining accurate and organised records of compliance activities, investigations, and reports.
• Incident Response: Identify incidents and breached through monitoring and engagement with stakeholders.
• Cross-Functional Collaboration: Ability to collaborate with other departments, such as legal, risk and audit to ensure a comprehensive compliance framework.
• Training and Awareness: ability to assist with designing training programs to educate employees about financial crime prevention and compliance procedures.
• Industry Knowledge: Staying informed about industry-specific risks and trends in financial crime to adapt compliance strategies accordingly.
• These role-specific competencies, when combined with the personal attributes and general compliance knowledge, make a Financial Crime Compliance Specialist highly effective in their role of safeguarding Discovery from financial crimes and regulatory breaches. The ability to think in an Analytical and Conceptual manner.

Personal Attributes and Skills

• Attention to detail
• Ethical Integrity
• Time Management
• Communication skills
• Critical Thinking
• Adaptability

Education and Experience

• LLB degree or equivalent
• Knowledge of financial crime law such as FICA, POCA and POCDATARA
• 3-4 years financial crime compliance experience essential
• Understanding of the financial services and insurance industry essential.
• Understanding of the regulatory complexity and evolving regulatory risk environment
• stakeholder management
   

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Key Purpose

• In this role you will be involved in creating opportunities that delight our customers by leveraging Discovery’s vast clinical, demographic, and operational data. The successful applicant will be working within a highly specialized and growing team investigating ways to optimize and improve client services for Discovery’s client schemes. The successful candidate must be motivated, productive and work well within a team.

Areas of responsibility may include but not limited to

• Lead the design, development, and deployment of LLM - and generative AI-based solutions that address large-scale and complex problems and materially drive the company’s global product offerings and strategy forward.
• Collaborate with product owners, project managers, and executive stakeholders to identify and prioritize business problems that can be solved with LLMs.
• Conduct desktop research into the state-of-the-art in LLMs and Generative AI and apply findings to real-world applications (either requested by business or suggested by yourself).
• Conduct research and development of speech-to-text and audio-based language models, integrating with LLM pipelines where applicable.
• Conduct experimental research on the use of LLMs in real-world company applications to ensure that design and development decisions are made scientifically and optimize for and balance all business requirements. These include accuracy, scalability, efficiency, reliability, safety, and cost-effectiveness.
• Translate strategic direction into technical product definitions and roadmaps.
• Participate actively in internal and external communities discussing and designing policies for the ethical use of AI and ensure your team’s work meets ethical AI standards.
• Contribute substantially to a culture of innovation, leading the prototyping and development of novel methodologies and approaches. Provide strong thought leadership in this regard.
• Communicate complex technical concepts to executives and non-technical stakeholders effectively.
• Demonstrate strong emotional intelligence by understanding and uplifting team members and skillfully managing challenging situations with composure.
• Advise other teams in the business on best practice based on your experience.
• Mining large structured and unstructured datasets to find new insights to inform operational efficiency and ‘member- delight’ interaction strategies
• Research and application of the most up to date machine learning algorithms and AI techniques
• Present data and model findings in a way that provides actionable insights to business users
• Monitoring model performance

Personal Attributes and Skills

• Expert in data science programming languages such as R, Python, Scala
• Expert in data manipulation skills including SQL to extract, transform and load data
• Experience in interactive data exploration and data-driven story telling
• Understanding and application of Big Data and distributed computing principles (Hadoop and MapReduce)
• Hands on experience with Big Data systems will be preferred
• Strong analytical and statistical knowledge with an understanding of the latest machine learning algorithms for both structured and unstructured data
• Ability to formulate problem statements and develop a plan for tackling the problem
• Strong ability to communicate findings and recommendations from data (visual, verbal and written)
• Production environment machine learning and AI
• A passion for data exploration and complex healthcare environment
• Self-starter
• Willingness to learn and grow exponentially
• A restless curiosity towards data and uncovering unknown correlations
• Ability to work cohesively in a team environment and balance multiple priorities
• A team player who can work alone when required and without supervision
• High level of attention to detail, resilience, enthusiasm, energy and drive
• Positive, can-do attitude
• Ability to adapt to emerging technologies and tools
• Proficiency in version control systems such as Git for collaborative coding and maintaining code integrity
• Ethical and able to maintain confidentiality and manage boundaries
• Aligned to Discovery values and core purpose

Education and Experience

• Honours or Master’s degree in either Data Science, Statistics, or Applied Mathematics with some experience in software engineering, computer science or working with big disparate sets of data, OR
• Honours or Master’s degree in Computer Science or Software Engineering with solid experience in statistical modelling, data mining and machine learning
• Other analytical qualifications will also be considered if accompanied by the relevant experience
• A minimum of 3-5 years’ work experience in a data science position

Technical skills additional (advantageous)

• A clinical background or qualification (e.g., MBBCh/MD, Nursing, Pharmacy, or Allied Health).
• Deep understanding of clinical workflows, medical terminology, and healthcare coding systems (e.g., ICD-10, SNOMED-CT).
• Experience working with clinical datasets such as Electronic Health Records (EHR) or pathology reports.

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Key Purpose

• The Senior Business Analyst is responsible for leading the analysis, design, and delivery of client-facing communications and reporting solutions within the investment environment. This includes investment statements, transaction communications, welcome packs, and tax-related outputs.
• The role combines strong business analysis capability with deep technical and data understanding to ensure all correspondence and reports are accurate, compliant, and aligned to client experience standards. The incumbent acts as a subject matter expert across correspondence and reporting, with a strong focus on data mapping, tax reporting, and end-to-end quality assurance.

Responsibilities

Business Analysis & Solution Design

• Lead requirements elicitation through stakeholder engagement and workshops
• Analyse business needs and translate them into detailed functional and technical specifications.
• Design data-driven solutions, ensuring accurate mapping of financial and investment data
• Challenge and refine requirements to improve clarity, efficiency, and client outcomes

Correspondence & Reporting Delivery

• Define and design client communications including:
• Welcome packs
• Investment statements
• Tax certificates
• Transaction confirmations and other client communications
• Ensure outputs are accurate, client-friendly, and aligned with regulatory requirements

Data Analysis & Mapping

• Perform detailed data analysis to support reporting and correspondence outputs
• Define and document data mappings, transformations, and business rules
• Validate underlying data against system outputs to ensure accuracy
• Use SQL and data tools to interrogate and verify data.

Specification & Documentation

• Produce high-quality specifications including:
• Business rules
• Data mappings
• Calculation logic
• Process flows
• Ensure documentation is clear, complete, and aligned to development and testing needs
• Maintain traceability and version control across artefacts

Testing & Quality Assurance

• Define and execute testing strategies (UT, regression)
• Validate outputs for:
• Data accuracy
• Investment values
• Transaction data
• Tax calculations and reporting
• Investigate defects, perform root cause analysis, and drive resolution
• Ensure production stability post-release

Stakeholder Management & Collaboration

• Act as liaison between business, IT, product, and reporting teams
• Facilitate workshops and drive alignment on solutions
• Communicate progress, risks, and decisions effectively
• Influence stakeholders and support prioritization and estimation

Continuous Improvement

• Identify and implement process improvements to enhance efficiency and quality
• Drive automation and optimisation opportunities in reporting and correspondence
• Contribute to modernisation initiatives of correspondence platforms

Leadership & Ownership

• Take end-to-end ownership of correspondence and reporting deliverables across multiple initiatives
• Act as SME for client communications and investment reporting
• Mentor and guide junior analysts and support team capability uplift
• Drive best practices, standards, and governance across analysis, documentation, and testing

Education and Experience

Educational Background:

• Bachelor’s degree in computer science, Information Technology, Information Systems, or a related field.
• Professional certification in Business Analysis (e.g., CBAP, PMI-PBA) is highly advantageous.

Professional Experience:

• 6–8+ years’ experience in Business Analysis within financial services
• Strong experience in:
• Investment reporting / client communications
• Requirements elicitation and specification writing
• Testing (UT / Regression) and defect management
• Proven ability to lead initiatives and mentor team members

Preferred skills

Technical Skills

• Advanced data analysis and SQL capability
• Strong understanding of:
• Data mapping and transformation logic
• System analysis and design
• SDLC and Agile methodologies
• Experience with tools such as JIRA, Confluence, Visio
• Exposure to correspondence/document generation tools (advantageous)

Domain Knowledge

• Strong knowledge of:
• Investment products and platforms
• Client reporting and statements
• Tax reporting
• Tax reconciliations and certificates
• Regulatory requirements impacting communications

Competencies & Skills

• Strong analytical and conceptual thinking
• Excellent attention to detail and accuracy
• Advanced stakeholder management and influencing skills
• Strong communication and facilitation capability
• Problem-solving and decision-making ability
• High ownership and accountability

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Key purpose

• The purpose of the Head: Learning Design and Implementation is to oversee the planning, development, and continuous enhancement of high-quality instructional content within the Discovery Institute of Training. The role ensures that learning solutions are pedagogically sound, aligned to business and departmental strategy, and meet quality standards in support of DIT’s vision, mission, and strategic objectives.

Key outputs

Instructional Design Leadership & Strategy

• Translate DIT and Sales & Distribution strategy into clear instructional design priorities and roadmaps.
• Lead the planning and execution of annual objectives for the Instructional Design team.
• Embed best‑practice instructional design methodologies (e.g. 6Ds, adult learning principles, learning science) across all learning solutions.
• Identify opportunities to improve learner experience, effectiveness, and scalability of training solutions.

Design Quality & Governance

• Accountable for the quality assurance, review and sign‑off of all instructional design outputs.
• Ensure learning solutions meet regulatory, compliance, DIT, and Discovery brand standards.
• Establish and maintain instructional design frameworks, templates, and governance processes.
• Drive continuous improvement through evaluation of learning effectiveness and outcomes.

Stakeholder Partnership

• Act as a trusted learning partner to senior stakeholders across Sales, Distribution, HR, Legal, Marketing and Operations.
• Lead learning needs analysis for complex or high‑impact initiatives.
• Manage expectations, scope, priorities, and delivery timelines collaboratively with business stakeholders.

People Leadership & Capability Building

• Lead, coach and develop the Instructional Design team, building a strong pipeline of senior instructional design capability.
• Set clear performance objectives, provide ongoing feedback, and manage performance in line with Discovery values.
• Foster a culture of accountability, collaboration, innovation, and continuous learning.

 Operational & Financial Management

• Plan and manage the Instructional Design budget, ensuring effective cost control and value delivery.
• Oversee portfolio‑level planning, prioritisation, and resourcing of instructional design initiatives.
• Ensure disciplined execution across multiple concurrent projects.

Innovation & Continuous Improvement

• Stay current with developments in instructional design, learning technologies, financial services, and regulation.
• Champion data‑informed design decisions and continuous evaluation of learning solutions.
• Promote appropriate use of approved AI and digital tools to improve efficiency and quality of design processes.

Key Relationships

Internal

• DIT Training Managers and Trainers
• DIT Coordination Managers and Coordinators
• Sales and Distribution leadership and stakeholders
• Legal, Marketing, HR, Recruitment, Operations teams
• Other Learning and Training teams across Discovery

External

• Financial Planning Institute (FPI)
• External training partners and providers (as required)
• Regulatory and professional training bodies

Required Experience & Qualifications

Minimum Requirements:

• ETDP / ODETDP or equivalent learning qualification (or extensive relevant experience).
• Minimum 5–7 years’ experience in Instructional Design or Learning & Development roles.
• Proven people leadership experience within a professional or specialist environment.
• Strong experience in managing complex learning initiatives or portfolios.

Advantageous:

• CFP or financial services‑related qualification.
• Experience within financial services, banking, insurance or regulated environments.
• Exposure to adviser training, sales enablement or regulatory learning.
• Project management qualification or equivalent experience.

Core Competencies

• Strategic & Systems Thinking – Anticipates complexity, connects learning to business outcomes.
• Execution Excellence – Delivers results through disciplined planning and follow through.
• Stakeholder Influence – Builds trust, challenges constructively, and aligns diverse stakeholders.
• People Leadership – Coaches, develops and inspires specialist teams.
• Quality & Detail Orientation – Maintains high standards without losing the strategic view.
• Adaptability & Change Leadership – Navigates ambiguity and evolving priorities confidently.
• Learning Expertise – Deep understanding of adult learning, instructional design, and evaluation.

Personal Attributes

• High ownership and accountability.
• Intellectually curious and improvement‑focused.
• Commercially and strategically aware.
• Resilient, delivery‑driven and calm under pressure.
• Comfortable working at both strategic and hands‑on levels.
   

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Key Purpose

•  The main purpose of this role is to process all servicing transactions received in the Servicing team

Responsibilities

• Be able to process all functions within Invest servicing team.
• Knowledge of all Discovery Invest products.
• Administrative and communication skills.
• Assist when needed with queries though telephone and e-mail.
• Make sure that feedback is given where it was supposed to and then also that nothing is unattended.
• Assisting with adhoc tasks given by management.
• Relationship building with financial advisors and internal and external colleagues /clients.

Personal Attributes and Skills

• Questioning techniques
• Customer Service Orientation
• Conflict handling
• Good communication skills
• Relationship building skills.
• Results orientation
• Assertiveness
• Positive attitude
• Commitment
• Time management skills

Education and Experience

• Matric
• University degree
   

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About Group Tax

The Group Tax Department is responsible for the Tax Strategy of Discovery. This encompasses the following functions:

• Responsible for tax planning, compliance, reporting throughout the group
• Provides technical advice to business to ensure compliance with existing and new legislation
• Responsible for tax calculations, tax return submissions,  tax accounting and reporting
• Engaging with and managing relationships with SARS

Areas of responsibility may include but not limited to

• Preparation/review of various tax reporting requirements for the Corporate Tax Function.
• Assist in the preparation/review of various section 9D CFC controlled foreign company calculations
• Assist in researching and advising business of corporate tax implications for various business transactions
• Keep up to date with relevant Income Tax Act and Tax Administration Act guidelines
• Provide training on technical corporate tax matters to business units as required.
• Preparation of the Income tax and deferred tax computations of various subsidiaries in the Gorup to assist with interim and year end reporting requirements
• Preparation of tax returns for various subsidiaries within the Group.
• Liasing directly with auditors (internal and external)
• Liase directly with external legal advisors on technical matters as appropriate.
• Preparation of various reports and internal memorandums
• Any other ad-hoc items to support the Group Tax Function as necessary.  This may include tasks related to other taxes as well including for example international tax aspects, VAT and other indirect taxes.

Technical Skills and Knowledge

• Excellent Excel knowledge
• Detailed knowledge, understanding and application of South African tax legislation, including international tax related concepts.
• Knowledge and understanding of IFRS

Education and Experience

• Bcomm (Accounting) or CA(SA)
• 2-5 years experience in a tax department within a large corporate, (financial services is preferable) dealing primarily with local corporate income tax matters
• Advanced postgraduate qualifications in tax (preferable).

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Key Purpose 

• The Team Manager role is accountable for leading and managing a team of Insure Select Executive Relationship Managers who deals with a portfolio of high-net-worth clients and broker portfolios, including the end-to-end handling of complex claims, servicing and other associated responsibilities.
• This position requires a highly effective, proactive, solution-driven professional with the ability to lead an effective team whilst always providing world class client service across the full short-term insurance value chain and support ongoing business growth.

Areas of responsibility: (including but not limited to)

Team Leadership

• Achieve the Insure Select Vision and support the divisional purpose through leading an effective team of Select Executive Relationship Managers.
• Ensure all staff has individual goals and monitor progress in support of the team strategy of continuous growth.
• Own, imbed, influence the team in relation to the Discovery Insure Culture and Mindset
• Identify performance, skills, knowledge, information and attitude gaps for the team and implement effective coaching.
• Ensure high level of customer service through appropriate training, development and coaching initiatives as it specifically relates to Discovery Insure Mindset principles (Echoes).
• Drive a Culture of Customer service excellence.
• Maintain a high team morale and effective team connection.

Operational Management

• Assign duties, manage schedules, and ensure efficient operations.
• Drive performance across measurable metrics (NPI growth, SLA adherence, claims turnaround, retention, etc.).
• Broker and client perception management across all functions
• Conduct call and work quality audits.
• Manage monthly performance.
• Manages performance and efficiency of direct reports and ensures recommendations and decisions taken on technical functions are within mandate and that a high level of customer service is maintained.

 Client and Broker Engagement

• Serve as the primary escalation point for Insure Select stakeholders.
• Effective query handling and resolving of escalated complaints, self and through others on behalf of Insure Select stakeholders.
• Maintain strong relationships with franchises and partners to support sales and retention.
• Enhance broker and client perception through consistent, high-quality service, engagement and connection.

Claims Oversight

• Oversee large and complex claims processes from assessment to settlement.
• Ensure claims are paid in accordance with policy cover and within turnaround times.
• Identify bad risks and conduct ad hoc audits of finalized files.
• Improve loss ratios through strategic claims management.

Skills required and demonstration thereof

• Demonstrates a strong habit of taking full ownership of tasks, challenges, and outcomes. Proactively steps up when issues arise, works independently and persistently on required activities, and remains accountable for driving matters through to successful resolution.
• Exhibits resilience when progress toward goals is obstructed. Effectively identifies sources of frustration or interference and responds constructively by maintaining focus, managing emotions, and taking positive, solution-driven actions to achieve desired outcomes.
• Consistently acts with urgency and decisiveness. Responds promptly to client, broker, and operational needs, addresses escalations without delay, and ensures momentum is maintained in all areas of responsibility.
• Manage situations involving opposing interests in a professional and constructive manner. Facilitates open dialogue, maintains respect for all parties, and works toward practical solutions that minimise negative impact while preserving relationships.
• Displays a genuine willingness to support and assist others without expectation of personal gain. Actively contributes to team and organisational success by sharing knowledge, offering help, and prioritising collective outcomes.
• Applies strong conceptual and analytical thinking to complex situations. Effectively interprets information, identifies patterns and root causes, and translates insights into practical actions and sound decision-making.
• Demonstrates high effectiveness in executing job responsibilities. Completes tasks accurately and within agreed timeframes, prioritises work appropriately, and utilises resources optimally to achieve consistent, high-quality results.
• Maintains a positive, engaged, and respectful demeanour. Operates with kindness and emotional maturity, remains calm under pressure, and, when required, adopts an assertive and actively involved approach to overcome challenges and drive constructive outcomes.
• Demonstrates ability to manage conflict and solve complex problems by facilitating constructive dialogue, making sound decisions, and driving resolution in a fast-paced environment.

Education 

• Matric (Essential)
• Degree at NQF level 6 and higher with a minimum of 360 credits related to the financial services industry or FAIS full qualification in short term insurance (Essential)
• RE5 certification (Essential)
• Class of Business certificate (COB) (Essential)
• Continuous Professional Development (CPD) certificate (Essential)
• RE1 (Key Individual) (Advantageous) - to be obtained by June 2027

Experience

• Minimum of 5 years leading a team in an Operational environment (Essential)
• Minimum of 8 years working experience in claims and customer service and/or portfolio management environment (Essential)
• Claims processing – motor and non-motor
• Client and broker servicing
• Portfolio and relationship management
• Working with service providers and escalations

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Key purpose

• As a Senior Marketing Consultant, you will partner with product, risk, fraud, servicing and distribution teams to develop and deliver integrated, strategically aligned marketing and communication solutions.

This role focuses on:

• Driving clear, trusted and compliant fraud and account security communication to clients
• Supporting product marketing initiatives for security features and enhancements
• Managing and growing the broker (intermediary) portfolio, ensuring effective engagement and communication
• You will translate complex and often technical subject matter into clear, client-friendly communication, while ensuring delivery is on time, within budget and aligned to business objectives. 

Furthermore, you will provide support to the product owners on a range of marketing activities through the broker distribution channel.

Areas of responsibility may include but are not limited to

• Fraud & security communication: Create clear, compliant communication to educate clients, build trust, and support the rollout of fraud prevention and account security features.
• Broker portfolio management: Manage and grow the broker channel through effective communication, engagement, and partnership with distribution teams.
• Campaign delivery: Lead end-to-end marketing campaigns across channels, ensuring alignment, consistency, and delivery against objectives.
• Stakeholder management: Partner closely with product, fraud, risk, servicing, and sales teams, delivering marketing solutions and campaigns.
• Performance and optimisation: Track, report, and optimise campaign performance using insights to improve engagement and outcomes.

Competencies

Knowledge

• Understanding of different Discovery audiences, products and business processes is beneficial.
• Strong understanding of marketing across digital and direct channels
• Understanding of financial services, banking products, and ideally fraud/security environments
• Agency experience, either from working within an agency or collaborating – especially in advertising, media, and design.

Skills

• Communicate well in English – with strong writing and verbal communication skills
• Convert technical information into audience appropriate communication
• Critically evaluate communication elements
• Influence and persuade people to get things done
• Strong time and project management skills
• Multitask on different projects
• Present and sell ideas
• Keen negotiator
• Make decisions under pressure
• Solve complex problems
• Build trusted partnerships

Attributes

• Strong attention to detail
• Solution orientated and can think outside of the box
• Dynamic and energetic; flexible and adaptable
• Action orientated, tenacious and persistent, with a natural inclination to work hard
• Take Initiative, a self-starter who can work independently, but also collaborate well
• Work calmly under pressure and provide answers and direction to others
• People and relationship focused and seen as a trusted adviser by clients
• Confident and resilient; passionate, and empathetic.
• Question processes, strategy and outputs
• Diplomatic and sociable.

Education and experience

• Minimum 3-year undergraduate degree or diploma
• At least 5 years of experience in relevant fields (marketing, digital marketing, campaign management, communications)
• Experience in content marketing, product sales, rewards programmes, and client engagement would be advantageous.
• Experience working in financial services or regulated environments is advantageous
• Experience working with intermediary/broker channels is advantageous
• Experience translating technical concepts (e.g. risk, security, product features) into client-friendly communication

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Key Purpose

• Within the Distribution Technology business area, the product manager will actively engage with the cross-functional product team to drive innovation and new products The product managers will collaborate closely with the designers, architects, change management team, marketing teams and product owners to discover effective solutions to advisers’ complaints/concerns and deliver these solutions. The product manager is expected to have a deep knowledge of Distribution and associated data insights on how advisers engage with our features. 

Areas of responsibility may include but not limited to:

• Develop a deep understanding of advisers and their problems, determine effective solutions to those problems and enable the product team to deliver those solutions
• Define the future vision for your product area (along with the Head of Distribution Technology) and the strategy the team should take to achieve that vision.
• Be the custodian of the product team’s backlog.
• Define & prioritize user stories.  Assess, analyse, capture and translate complex business requirements into technical requirements, use case s and execute design with concise documentation.
• Actively mitigate impediments (risks, issues, constraints, blockers) impacting successful team completion of product features
• Facilitate change management, adoption and delivery of the product.
• Tracks and monitors utilisation of the product. Monitor adoption and satisfaction of end-users using feedback to enhance the best products
• Regularly communicate status of the products to the broader team
• Develop and maintain industry knowledge.

Required Skills and Experience

• Strong understanding of distribution-led business models, adviser ecosystems, and revenue drivers within financial services or insurance.
• Proven experience in product ownership or product management of platform or partner-enabled solutions rather than short-term initiatives.
• Ability to operate effectively across business, technology, analytics, and external partners in complex environments.
• Demonstrated leadership in guiding cross-functional delivery teams without formal line authority.
• Experience managing senior stakeholder relationships and influencing across organisational boundaries.
• Strong analytical and problem-solving capability, with the ability to translate complexity into clear business value propositions.
• Solid experience applying agile product management practices in enterprise environments.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Ability to present product strategy, progress, and value realisation to senior and executive stakeholders.
• Strong written and verbal communication skills, with the ability to influence and align diverse audiences.
• Sound judgement and decision-making in ambiguous, fast-moving environments.
• Strong grasp of metrics, measurement, and insight-driven prioritisation.
• Highly organised, inquisitive, and comfortable learning and operating across new problem spaces.
• A mindset orientated toward long-term product ownership and value realisation, not short-term delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field.
• Relevant professional certifications (e.g. Agile, Product Management, Business Analysis) are advantageous.
• Minimum 5+ years’ experience in product management, product ownership, or business analysis roles.
• Prior experience within distribution, platform, or ecosystem-based products is highly advantageous.

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Key Purpose

• The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service in a contact centre environment. The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.

Areas of responsibility may include but not limited to

• Providing telephonic and email support in the Technical Support Centre
• Responding to all queries, issues and problems raised internally and externally telephonically and via correspondence.
• Comprehensively understand and investigate complaints relating to policy, protocol and benefits.
• Tracking and identifying trends and revert with feedback to appropriate parties.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis.
• Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
• Keeping abreast of Discovery Employee Benefits schemes and in-house products, protocols and policies. Data analysis and reporting to various stakeholder

Personal Attributes

• High Sense of urgency and understanding of efficient and effective client service
• High EQ
• Excellent communication skills, verbal and written
• Action orientated
• Career Ambition
• Strong Interpersonal skills
• Customer focus
• Peer relationships
• Takes initiative
• Decision making
• Ability to work independently and within a team environment
• Problem solving
• Judgement

Education and Experience

• NQF level 6 equivalent qualification. 
• Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous)
• 1 year customer service experience in a Contact Centre environment
• Track record of client query resolution
• Excellent written and verbal communication skills in English
• Intermediate computer literacy in Microsoft Office
• Preference will be given to Employee Benefit experience
• Must be able to work on a Saturday

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Job Purpose

• The Operations Manager is responsible for the end-to-end operational management of multiple primary and occupational health clinics.  This role ensures efficient service delivery, regulatory compliance, patient-centred care, and operational excellence across all clinic sites.  The Operations Manager drives performance, quality standards, financial sustainability, optimal staffing, and continuous improvement to deliver a seamless, high-quality healthcare experience.

Key Outputs

The successful applicant will be responsible for but not limited to the following job functions:

Operational Management

• Oversee day-to-day operations at all assigned clinics, ensuring high-quality and effective service delivery
• Develop, implement, and monitor standard operating procedures across all sites
• Ensure clinics are adequately equipped, functional, and aligned with health and safety standards
• Manage clinic scheduling, capacity planning and operational workflows
• Ensure service level agreements and targets are met or exceeded
• Continuously review and enhance performance metrics and targets for staff and operating clinics.

Clinical Quality and Compliance

• Ensure adherence to all regulatory, clinical governance, occupational health, and compliance standards
• Monitor clinical quality metrics, incident reporting, infection prevention and control, and quality improvement initiatives
• Ensure internal quality audit processes are implemented, and actively identify gaps/trends for continuous improvement
• Support clinical teams in implementing evidence-based best practices

People Management

• Lead, mentor, and develop multidisciplinary teams including Team Leaders, Nurses, Primary Care GP’s, Occupational Health Practitioners, Administrators, and support staff
• Manage performance, staffing levels, recruitment, onboarding, and training
• Cultivate a culture of accountability, teamwork, and patient centred care

Client and Stakeholder Engagement

• Build and maintain strong relationships with corporate clients, employers, service partners, and internal stakeholders
• Support client retention and satisfaction through effective communication, reporting, and service excellence
• Engage with clients to understand needs, propose solutions, and ensure contract compliance
• Attend and present at key forums and stakeholder meetings
• Attend onsite clinic meetings when required
• Perform site visit audits with respective reporting for newly planned clinics.

Reporting and Data Management

• Oversee accurate data capture, reporting, and system utilization across clinic sites
• Analyse operational and clinical performance reports to drive continuous improvement
• Provide regular updates to leadership on operational, financial, and quality indicators
• Provide regular comprehensive reporting to clients

Risk Management

• Identify operational risks and implement mitigation strategies
• Ensure business continuity plans and emergency response protocols are in place and tested
• Manage incidents investigations and implement corrective actions
• Apply financial prudence by closely monitoring cost of sales in clinics related to locum staffing, medication and consumable spend and implement active measures to drive down expenditure

Education required

Essential:

• Matric
• Batchelor’s degree in Health Care Management, Nursing, Occupational Health or a related clinical field

Preferred (would be advantageous)

• Post graduate qualifications in Business Administration, Operations Management, or Public Health Clinical qualification (degree or diploma)

Knowledge and skills required

• MS Office, Excel and Power Point

Advantageous:

• Knowledge of Power BI

Experience required

Essential:

• Experience on a managerial level dealing with People Management / Strategy roll out/ Key Accounts / Relationship Building.
• Minimum 5 years’ operational management experience in healthcare, primary care or occupational health settings.
• Experience managing multi-site operations
• Proven track record of successful implementation of strategic business initiatives.
• Experience with managing strategic relationships
• Extensive experience working with stakeholders (internal and external)
• Solid experience leading areas of 30+ employees
• Business presentation skills
• Knolwlege of the OHS Act, COIDA, NIOSH standards and primary health clinical protocols.
• Experience working with electronic medical systems and operational reporting tools.

Advantageous:

• Industry knowledge of Scheme and Non-Scheme products
• Start-up experience
• Discovery Group Products knowledge
• High level understanding of Discovery Health systems