Job Vacancies at Old Mutual iWYZE

Brief Description        

• To provide quality sales service that results in the production of business from new and existing sources which contributes to the profitability and growth of the company.

Detailed Description        

• Handle incoming and outgoing sales calls in accordance with predetermined schedules, campaigns and targets.
• Telephonically guide customers through the product offering, pricing, terms and conditions.
• Provide accurate and efficient quotation/s to customers.
• Accurately and efficiently capture all customer data.
• Finalise calls at point of contact, where possible.
• Forward accurate policy documents to customers within mandated timeframes.
• Deal with all customers in a professional manner in strict accordance with Affinities culture, products and quality standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of Affinities product offerings, campaigns, rules and conditions in order to recommend the right solution to the customer.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.

Job Requirements        

• Grade 12
• Regulatory Exam essential (Please do not apply if you have not passed your RE exam)
• A minimum of 30 FAIS credits
• Two (2) years’ experience in sales and/or Call Centre experience
• Computer literate, preferably with call centre software.

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Detailed Description

• Take inbound and make outbound calls in accordance with predetermined schedules and online customer requests
• Telephonically take customer through the service process.
• Finalise calls at point of contact, where possible.
• Deal with all customers in a professional manner in strict accordance with IWyze values and standards.
• Manage time and workloads to ensure that deadlines and targets are met.
• Demonstrate an excellent knowledge of the IWyze products, services, claims process and retention criteria in order to recommend the right solution and offer exceptional service to the customer.

• Be personally responsible for reaching set targets.
• Identify trends and opportunities for improvements or new products/ services based on customer input, and escalate to the Team Leader: Operations.
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Proactively suggest improvements in customer service and relations where applicable.
• Contribute to a service culture which builds rewarding relationships, proposes innovations and allows others to provide exceptional client service.
• Adhere to agreed processes in order to deliver targeted operational results.
• Continuously strive to enhance and improve the Human Resources processes.
• Represent and market this process internally to peers and clients.
• Identify and report on Direct Distribution process issues
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Comply with corporate governance policies, procedures and standards.
• Operate within agreed mandates.
• Align own behaviour with the organisation culture and values.
• Share and transfer product, process and systems knowledge to colleagues.
• Collaborate and work with the Direct Distribution team to deliver required service levels.
• Actively participate in the Direct Distribution team to ensure functional balanced scorecard objectives are achieved.
• Ensure achievement of own performance objectives.
• Actively share information with other team members regarding successes, issues, trends and ideas.
• Actively participate in own professional development and career path.
   

Job Requirements

• Matric
• Relevant Post matric qualification an advantage
• Appropriate Insurance Qualification
• RE 1
• 30 Short Term FAIS credits
• 2 year Short Term Insurance and/orCall Centre experience
• Computer literate, preferably with call centre software.

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Brief Description

Old Mutual is a premium African financial services organisation that offers a broad spectrum of financial solutions to retail and corporate customers across key market segments in 17 countries. The lines of business include Life and Savings, Property and Casualty, Asset Management and Banking and Lending.
We are rooted in our purpose of Championing Mutually Positive Futures Every Day and believe that a great customer experience is anchored in a great employee experience.
This role focuses on business imperatives of significant operational and or tactical importance at a specific point in time and is individually accountable for achieving results through own efforts, over periods of up to a year.

• Focuses on business imperatives of significant operational and or tactical importance at a specific point in time.
• Assesses options and proposes solutions in cooperation with line management which could impact the organisation at a tactical / operational level.
• Provides thought leadership and develops an infrastructure within field of expertise
• Requires specialist content knowledge and the ability to focus on an individual aspect of the business, underpinned by high level of business knowledge and awareness.
• Identifies continuous improvement projects through root cause problem solving and manages the analysis, design and implementation of projects through multi functional teams, including stakeholder management.
• Provides ongoing support to areas that have gone through major change projects to embed the change and codify the new standards thereby ensuring sustainability of the change.
• Tends to work alone or with a seconded team.
• Internal Operating Procedures:Maintain SOP's and IOP's
• Ensuring consistency of the application of risk management principles across the respective Wealth businesses
• Strong engagement with Internal and External Audit on audit matters
• Assisting in driving the Risk management culture in the OMW businesses including enabling formal structures at an Executive Level
• Ensuring the “through the line” risk management by strong engagement with the respective partners across OM
   

KRA's
Job Requirements

Operational Efficiency

• Assesses options and proposes solutions in cooperation with line management which could impact the organisation at a tactical / operational level.
• Focuses on business imperatives of significant operational importance at a specific point in time.
• Identifies continuous improvement projects through root cause problem solving and manages the analysis, design and implementation of projects through multi functional teams, including stakeholder management.
• Pilots, assesses, adjusts and ensures implementation of solutions.
• Provides ongoing support to areas that have gone through major change projects to embed the change and codify the new standards thereby ensuring sustainability of the change.
• Provides thought leadership and develops infrastructure within field of expertise.
   

Personal Effectiveness

• Accountable for service delivery through own efforts.
• Collaborates effectively with others to achieve personal results.
• Individually accountable for managing own time, tasks and output quality forperiods of 3 months to a year.
• Makes increased contributions by broadening individual skills.
   
• Preference for tertiary qualification,
• In depth business knowledge with up to 5 years relevant experience.

Competencies

• Collaboration (Relating)
• Customer First
• Execution
• Innovation (Perspective)
• Leading with Influence
• Personal Mastery (Learning)
• Strategic