Careers at Discovery Limited

Job Purpose

• The Fraud Operations Team Leader is responsible for leading a team of Fraud Detection Consultants overseeing day to day operations functions across all fraud types from Card, Online, Application, Identity Theft and Account takeovers. The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure a seamless and digital customer experience within Fraud Operations.

Areas of responsibility may include but not limited to

• Manages day to day Fraud operations ensuring operational quality and delivery against SLA’s (internal and external). 
• Ensure management of Card Fraud on VRM focusing on alert management to case completion within acceptable TAT`s
• Ensure management of Online Fraud on Actimise on alert management to case completion within acceptable TAT`S
• Ensure management of Application Fraud on SAFPS 
• Management of all Fraud disputes and liaise with the Fraud Case Investigators 
• Ensures adequate UAT (User Acceptance Testing). Gives input into solution design at inception
• Ensures immediate support is available during system incidents and outages 
• Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment and resource planning for the team
• Continuously improves processes and systems to reduce load and improve client experience                         
• Manages, drives and monitors team performance and incentives   
• Conducts Quality Audits on a sample of the team’s recons, cases and bank-initiated exceptioms                   
• Proactively monitors exception drivers and continuous improvement processes to avoid future occurences (error trending and root cause analysis)
• Networks and builds strong relationships both internally and externally to achieve objectives     
• Prepares and compiles monthly reporting
• Ensure IQS objectives are met monthly.
• Responsible for performance management and disciplinary action    
• Managing, analysis, running, and execution of operational reports   
• Manages all financials aspects relating to the team: Overtime, leave and staff utilisation           

Skills

Required:

• Analytical              
• Fraud, Investigative and Forensics 
• Process mapping and improvement                           
• Customer Focused           
• Risk operations 
• Detail orientated              
• Ability to prioritise            
• Deadline driven  
• Resilient
• Able to work under pressure
• Stress Management
• Strong project management skills
• Persuasion skills
• Systems testing 
• Root cause analysis 

Preferred:

• Strong verbal and written communication skills
• Experience in credit and collections

Qualifications

Required:

• A completed or studying towards a degree (Risk management/BCOM) plus
• Studying towards or completed NQF Level 5 Fraud and Forensics related qualification

Preferred: 

• Any relevant Banking, Financial or Business qualification
• Studying towards or completed NQF Level 5 Fraud Management qualification

Work Experience

Required:   

• At least 2-3 years' leadership experience in Fraud Operations and Risk Management environment 

Preferred:

• Experience in leading a team in a financial services environment within Risk Management.
• Experience in leading and managing a team with proven success in the fraud environment.

Special Conditions

• Shift work 24/7
• Overtime may be required

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Key purpose

• The Employee Benefit Advice Specialist plays a critical role in providing employees with comprehensive support and guidance on their health-related benefits. Key responsibilities involve onboarding new hires onto the Discovery Health Medical Scheme (DHMS), facilitating enrolment in Vitality, and introducing GAP cover as part of the onboarding process.
• The specialist is further responsible for managing escalated medical aid-related queries from all staff, ensuring service excellence, maintaining compliance, supporting key internal events, preparing reports, and contributing to ad hoc strategic initiatives.

Key Outputs

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

• Timely Enrolment: Successfully onboard all new hires onto the Discovery Health Medical Scheme (DHMS) within their first month.
• Vitality Program Participation: Promote enrolment in Vitality Premium, and where not feasible, ensure enrolment in Vitality Active.
• GAP Cover Marketing: Introduce GAP cover during onboarding and capture selections for activation.
• Ongoing GAP Cover Engagement: Promote GAP cover to the existing portfolio to enhance overall benefit participation.
• Effective Escalation Management: Manage and resolve all escalated medical aid issues efficiently, ensuring employee satisfaction.
• Member Service Excellence: Provide prompt and effective assistance to all members, ensuring positive service experience.
• Accurate Administration: Complete all daily administrative tasks accurately and efficiently to support seamless operations.
• Compliance Adherence: Submit and upload all required compliance documents timeously, maintaining a low DPMO (Defects Per Million Opportunities) score.
• Ad hoc Projects: Participate in ad hoc projects that align with the strategic vision of            Discovery Connect.
• Active Event Participation: Actively support Core Induction Day 1, Vitality in Action Day events, and other key team activities.

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Action oriented
• Communicates effectively
• Builds networks
• Drives results
• Ensures Accountability

Qualification & Experience

Essential Requirements:

• Matric
• RE5 certification
• 1-2 years’ experience in a client-facing advisory role

Advantageous Requirements:

• NQF level 4-6
• RE1 certification
• Accreditation to sell Health and Life products
• Tertiary Qualification in Financial Planning

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Key Purpose

• The successful individual will be required to provide the best direct to client service, by identifying the motor, household and home needs of our clients and presenting the best sales opportunities.

Areas of responsibility may include but not limited to

• Achievement of monthly sales targets
• Conduct financial needs analysis for clients to provide sound financial advice
• Accurate, timely administration on relevant system
• Communicate telephonically and via email with clients on queries related to outbound calls made
• Adhering to service level agreements to ensure sales consistency in the department
• Stakeholder engagement
• Adherence to risk and compliance requirements
• Teamwork, self-management and alignment with Discovery values

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Target Driven
• Team Player
• Goal orientated
• Self-motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self-managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

Essential Requirements:

• Matric
• RE5 qualification
• Minimum 1-2 years’ sales experience

Advantageous Requirements:

• Tertiary qualification
• Class of business certificate
• Continuous Professional Development (CPD) certificate
• FAIS Credits - full qualification – Short term Insurance

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Key purpose

• This position is based in the Discovery Connect Sales call centre, and reports to the sales team leader. The successful individual will be required to conduct Discovery Life telesales.

Key Outputs

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

• Achieve Life Sales target
• Communication to members telephonically via fax and email
• Attending to general administration
• Conduct Financial Needs Analysis
• Achieve quality target
• Overcome objections
• Adhering to service level agreements

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Target Driven
• Team Player
• Goal orientated
• Self motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

• Matric
• At least 1year sales experience, preferably in an outbound telesales environment
• Minimum 1 year Life product knowledge, Discovery Life Knowledge is an advantage
• PC literacy, email, word, excel
• Tertiary qualification an advantage
• NQF5 and RE5 qualification