Current Job Openings at Oneplan Underwriting Managers (Pty) Ltd

Essential Duties and Responsibilities:

Recruitment & Selection

• Draft employee Job Descriptions and Job Specifications for management review and approval for positions.
• When and if required update Job Specifications and Descriptions by engaging with the various line manager and HR Manager to understand the needs, requirements and responsibilities of roles.
• When employee notifications of terminations are processed, start the recruitment process by completion of the necessary recruitment requisitions and ensure approvals are obtained before recruitment is started.
• Draft adverts (Internal and or External, based on approvals), create and execute multi-channel sourcing strategies to identify qualified candidates and/or building talent pools for current and future requirements.
• Screen, review and shortlist candidates through various assessment processes (but not limited to) : Telephonic screening, Telephonic Interviews, Teams (online interviews) and or in person interviews.
• Use assessment tools, techniques and or also assessment metrics, as defined by management, to ensure candidates can be shortlisted through the screening process.
• Use competency-based interview questions to identify and differentiate candidates in presentation and short-list process (If required). Or assist in facilitation of the assessments through various techniques.
• Develop and implement sourcing strategies & channels to build relevant talent pools.
• Assess candidate suitability with regards to skills and fit for the business and area.
• Manage all candidates effectively throughout recruitment process, including but not limited to Invitations to interviews, contacting for information or screening, contacting to discuss offers and or contacting to confirm the placement and start date (including onboarding processes).
• Conduct interactions with Managers of their vacancies and updating them on progress, in a timely, professional and responsive proactive manner.
• Identify & communicate continuous improvement opportunities and strategies for the attraction, searching, selection and appointment of the “Best” Talent for the Company.
• Process management of all appointments, including the sourcing, screening, assessment and presentation of offers for placement to successful candidates.
• Candidate Relationship Management.
• Effectively communicate position opportunity and Company value proposition to candidates.
• Develop a deep understanding of your assigned business units.
• Develop and maintain relationships and seek referrals of other candidates.
• Manage candidate expectations and ensure timely and constructive feedback.
• Work closely with team members to generate a go to market sourcing strategy, gather competitive intelligence, develop targeted sourcing environments, conduct research and create talent maps.
• Utilize required systems to track candidates, workflow, sourcing data, and screening information.
• Leverage relevant social media and communications channels
• Maintain data quality and accuracy on the company’s internal databases and client talent acquisition systems.
• Manage the online platform for recruitment (Direct Hire, or any other mechanism set up to be used for sourcing candidates).
• Follow agreed recruitment process for recruitment delivery (Inline with the recruitment process diagram).
• Manage administration related to talent acquisition including approvals of new hires, drafting the employment offer and contract and ensuring onboarding packs are complete for engagement date.
• Conduct pre-employment screening checks (criminal and credit checks, references).
• Ensure that Regret Letters / Notifications are sent to all unsuccessful applicants.
• Ensure onboarding and start up process of new engagements (for them to start and commence induction) are all concluded prior to the employment commencing.

HR Analysis, Reporting & Administration

• New Employee onboarding welcoming and notifications of start / acceptance. Including notification to L & D and Operations.
• Hardware Management – Headsets & Parking Cards (Not limited to these only should the needs arise).
• Employee File compiling for Onboarding following the recruitment process. Including administrative support to L & D team.
• Employee notifications out to business inline of HR focus points (including and not limited to Birthday Messages, Employee Announcements, Employee Communications, etc.)
• Assisting and managing the employee benefits administration when required (Including but not limited to Health Insurance, EVP programs, Employee funds, etc).
• Ensure that the Vacancy Monitoring and the Talent Pipeline data entries and worksheet are maintained and UpToDate for management reviews.
• Work closely and collaboratively with the HR Manager and L&D team as well as Management to improve processes, systems, and ways of delivering HR (including L&D) services to ensure a proactive, efficient, and fit-for-purpose service.
• Drive transformation through providing support and guidance on talent acquisition and administrative components.

Governance, Employee wellbeing and Risk Mitigation  

• Input into business operations risk, through continuous internal and external monitoring of business impact, as well as changes in stakeholder needs.
• Provide feedback to the relevant stakeholders within HR to initiate improvement projects that will increase profits or protect against risks in the function.
• Establish and maintain the highest ethical standard in employment practices, including compliance with all statutory requirements.
• Work closely with the HR Leadership team to continuously monitor candidates on intake, review their acceptance of the culture, guide and manage their induction, mentoring and or probation phases, and identify opportunities for improvement in the efficiency and quality of HR services.
• Propose, Implement and or manager employee wellness, reward & recognition programs
• Propose, Implement and or manager employee development / succession programs and administration (possibly with the L & D team).
• Propose, Implement and or manager employee campaigns – Canteen / Employee Assistance and Care Campaigns. (Including newsletter & Birthday actions).

HR Data Analytics and Insights

• Provide reports and metrics to business to allow for informed decision making
• Analysis of people and payroll data in key functional areas to identify efficiencies and cost optimization
• Develop new draft HR reporting tools, when required to improve efficiencies and delivery.
• Identify opportunities to enhance employee engagement, employee wellbeing, business human capital value add mechanisms, execution of programs to improve on Company Value living and/or improve business performance.
• Provide specialist guidance on the interpretation and application of policies and procedures,
• Inspire business leaders within the operation to deliver HR transformation of their area, aligning ways of working to create a high-performance people culture.
• Partner with, consult with and influence the line management on people needs to enable delivery of business targets.
• Draft SOP’s inline with HR practices and process for defining of functions and actions to be carried out.
• Ensuring compliance to all POPI Act requirements and safeguarding the Department and Company against any risk in this regard.
• Manage potential reputational and compliance risks relating to EE
• Drive transformation throughout the organisation, inline of the EE plan and its objectives by ensuring data is accurately captured for reviews.
• Minimize & identified EE Risks in the business through the engagement with Line Managers, in the recruitment, sourcing and placement process, in order to achieve the EE Plan and required interventions / objectives.

• HR Compliance & Policy / SOP drafting

HR Regulatory & Compliance (Governance & Risk Control through - Employment Equity Management).

• Accountable for both procedural and substantive employment equity (EE) compliance through the monitoring recording of employee data on employment pipelines (Pipeline Monitoring sheet), employee placements (Vacancy Monitoring sheet) and maintaining employee statistics for HR / EE reporting.

Work collaboratively

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Requirements

Desired Skills & Experience:

Education:

Minimum Requirements:

• Grade 12 or equivalent.
• Human Resources tertiary qualification (BCom, Industrial Relations and equivalent B degree).
• At least 2-3 years’ work experience in a similar role, as a HRBP or Officer, with proven success.
• Medical workplace and or Call Centre experience, working within a medical environment and or call centre of no less than 1-3 years would be advantageous.
• Additional certifications HR and or Industrial Relations would be advantageous.

Experience:

• Proven experience in a HRBP or officer role, assisting operations with daily HR transactional events and activities.
• Managing deadlines and set objectives to perform too.
• In-depth knowledge of call centres and Human Resources processes is essential.
• Proficient in office management software and Microsoft Office Suite.
• Strong administrative, operational and organisational abilities is required. Must be deadline driven and have highly attentive to detail.
• Excellent report writing, communication and interpersonal abilities.
• Ability to multitask and prioritise effectively in a fast-paced environment.
• Highly administrative and accurate in execution of tasks.

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Key Responsibilities:

Digital Content

• Develop day-to-day content to align with Oneplan’s organic content strategy, across multiple channels and accounts, including Facebook, Instagram, LinkedIn, TikTok, Twitter, the Oneplan website and affiliate sites. Ensuring improvement is achieved month on month with brand building, quality, engagement and followers.
• Research, develop and execute new and exciting content concepts that will encourage engagement, shareability, social proof and, ultimately, contribute to the overall leads funnel.
• Monitor and optimise content creative and copy.
• Understanding and communicating Oneplan’s brand and products, both internally and externally.
• Identifying new target markets and using organic content on all platforms to grow Oneplan’s following and digital footprint.
• Assuring buy-in from senior leadership and stakeholders.
• Monitor, write and optimise content for all landing pages, the Oneplan website and affiliate sites, as well as online customer journeys.
• Create regular blog content to be used on the Oneplan website and affiliate sites, as well as leverage in strategic social media plans.
• Assist with the strategic content calendar creation.
• Implement content calendar with copy.
• Develop creative content for Oneplan’s brand ambassador campaigns.

Reporting

• Provide weekly reports on engagement and reach aswell as provide feedback in terms of improvements and new ideas for more interactive content and brand building campaigns.
• Track and analyse the impact of new organic content strategies.
• Provide insight into copy performance on ad campaigns and develop new strategies based on past metrics. 

Blogs & SEO

• Research, plan and write weekly blogs for each product.
• Post Blogs.
• Monitor and provide insight into blog performance, reach, engagement, SEO and organic lead generation.
• Grow Oneplan’s SEO footprint and ensure all content includes optomised SEO and dynamic keywords.

PR and Editorials

• Look for editorial and advertorial opportunities with local news outlets to help build company PR (e.g. News24, IOL, MyBroadband, etc.).
• Communicate and liaise with PR representatives on campaign strategy and performance.
• Assist with written content and other assets necessary to develop advertorial campaigns.

Communication and Content

• Collate and write internal monthly staff newsletter.
• Build and execute internal content calendar and communications.
• Assist and write annual price increase communications to clients and update all company documentation as a result thereof.
• Execute copy timeously for monthly content calendar for the Onepet Store, specials, new products and help increase the growth of client engagement and sales in store.
• Write monthly newsletters to clients with education and informative content, as well as making clients aware of new offers or products.
• Facilitate sends and provide reporting and feedback on the engagement of mails and SMS sends, to assist in improving the content.
• Write all content for new communications that need to go out to staff and clients.
• Write, manage send and report on remarketing e-mailers and communication funnels of old leads, contacts and policies to effectively get a return on the databases.
• Continuously research innovative ways to generate leads, referrals and organic leads from databases at a zero or very low costs.
• Proofread, check and align all company communications internally and externally so that they follow the brand language and tone of the business
• Build, update and grow the company brand language document.
• Assist with written content for all internal staff initiatives including national holidays, cultural celebrations, etc.
• Write and send all internal staff emails regarding important information, celebrations, company updates, etc.

Design, PPC

• Assist Designer, marketing department, and PPC Campaign Manager whenever possible to achieve the main objectives of the department being brand building and maintenance, lead generation, reaching company targets in terms of budgets expense and growth.

Work collaboratively.

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams.
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions. 

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational needs.

Requirements

Desired Skills & Experience:

Minimum Academic, Professional Qualifications & Experience required for this position.

• Post-graduate qualification in relevant marketing and digital marketing field preferred.
• Experience in strategic content creation.

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Key Responsibilities:

Claims Assessing and Claims Authorisation

• Authorization of Hospital (primarily), Day-to-day and/or all related claims as per policy terms and conditions and standard protocol.
• Working 12 hour shifts inclusive of weekends/public holidays/nights as per scheduling (Inherent requirement of the role).
• Inform customers/providers regarding invoices what will not be accepted or specific claim requirements via appropriate methods (email/ telephonically).
• Answer phones and respond to customer requests within the determined SLA.
• Explain products and update customer details in computer system.
• Provide customers with product and service information via appropriate methods (email/ telephonically).
• Follow and adhere to claims/company processes, procedures, and protocol.
• Recognize, document, and alert the supervisor of trends in customer calls/claims.
• Recommend process improvements.
• Focus on first call resolution as far as possible.
• Transfer customer calls to appropriate staff/department, where necessary.
• Conduct outbound calls as and when required to ensure client is informed and updated on the progress/ status of the claim.
• Daily reporting and updates: Ensure daily stats are updated and sent to supervisor/ manager at the end of each day. This includes submission of all relevant reports, paperwork and updates on all claims activity as directed, in a timeous manner.
• Assessing of claims according to standard operating procedure and company protocols.
• Improve client service experience, create engaged clients, and facilitate organic growth.
• Manages tasks allocated through omni-channel platforms.
• Handle complex and escalated client service issues.
• Build/maintain rapid channel of communication to client in case of service-related issues and events.
• Represent the “Voice of the Customer”.
• Create a culture of Customer/Client Centricity.
• Identify any potential errors or obstacles that may arise which might impact client experience and ensure this has been addressed and highlighted to Supervisor.
• Demonstrate the Oneplan Values and Culture in all engagements with both clients and internal stakeholders.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the client and managing the client’s queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to optimize client experience.

Underwriting

• Underwriting according to protocol and to ensure effective risk management.
• Accurately Underwriting of new dependents, underwriting according to protocol and to ensure effective risk management.

Additional tasks

• Be available and willing to assist with any additional tasks and projects, as required by the department.
• Reviewing/capturing/assessing of specialized claims including but not limited to disability, dread, death and repatriation.
• Reviewing clinical guidelines/SOPs as required.

Claims Queries

• Identify, research, and resolve customer issues.
• Follow-up on customer enquiries not immediately resolved, within determined SLA’s.
• Educate clients on claims process as required.
• Assist and resolve claim queries and client complaints (telephonically/emails).

Quality, Consistency and Compliance

• Maintain QA call metrics as defined by the business.
• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Maintain QA call metrics as defined by the business.
• Deliver quality service by providing efficient, quick, and friendly service to clients within agreed SLA.
• Respond to clients' issues timeously and swiftly, within escalation parameters to ensure consistency.
• Ensure adherence to standard operating procedures and demonstrate exceptional product knowledge in client engagements.
• Ensure quality assurance standards are met as per company guidelines.
• Ensure adherence to all relevant legislation and regulations as set out by the Company, Regulatory Board, and the Financial Services industry.

Work collaboratively

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organization.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Requirements

Desired Skills & Experience:

Minimum Academic, Professional Qualifications & Experience required for this position.

• Grade 12 with English and a second language
• BSc Tertiary qualification or Nursing / Doctors Qualification will be favorably considered.
• RE5 (preferred)
• Successful candidate must have worked within a Medical Environment with a qualification for at least a 2 – 3 years works experience.
• Must have worked with Claims related to the health care and addressed queries within the role, managed customer service and claims experience on a day-to-day basis, with a minimum of 2 – 3 years.
• Relevant clinical qualification in related field advantageous (international nursing/medical provider qualifications will be considered whilst awaiting interim registration in SA)
• Meet FAIS fit and Proper requirements
• PC Literacy- word, excel, email and internet

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Key Duties & Responsibilities:

Drive Sales Strategy Planning and Execution:

• Collaborate with peers to define a sales business plan that will deliver revenue through selling and our products and services.
• Lead a team and support the Sales Managers to manage an effective and efficient omnichannel to maximize sales revenue and meet or exceed set goals.
• Build a culture of exceptional customer experience leveraging the omni-channel.
• Drive the forecasting and adjustment of annual, quarterly, and monthly sales plans to ensure achievement of yearly goals.
• Drive and deliver sales operational objectives through reviewing performance against sales information and making recommendations of adjustments to strategic plans.
• Create insights that will inform business plans and activities to maximize sales revenue and meet or exceed set goals.
• Lead a sales team of around 10 – 15 agents to initiate and implement corrective actions based on insights from other departments.
• Create an effective social system and lead teams to prepare and complete action plans; implementing productivity, quality, and customer-service standards; resolving problems; identifying trends; and determining organisational sales system improvements.
• Actively lead the team to expand the customer base to close sales.

Drive Sales Growth and Performance:

• Manage a successful omni-channel which consistently meets or exceeds daily sales performance metrics.
• Creates and maintain a world-class Sales culture, focused on delivering results by providing ongoing coaching and development of sales teams.
• Consistently ensures that business is always conducted with integrity and that behaviour aligns with our values.
• Works closely with Sales Managers and Marketing to drive strategy through leads and campaign management, sales huddles and regular feedback to Management teams on performance improvements.
• Analyse performance metrics data and leverage it to effectively coach and develop the Sales team.
• Initiate ideas for the development and implementation of new processes and procedures for effective and efficient team operations and ensuring these are shared with the Sales Manager to implement in other teams if effective.
• Collaborate with Sales Manager and various other managers in managing performance, sales strategy and tasks in order to achieve sales targets.
• Lead and oversee sales activities in the team you control.
• Reviews effectiveness plans or direct activities such as sales promotions that require coordination with other department managers.
• Assesses for opportunities for continuous improvement of execution and customer experience across the omnichannel in a cost effective, efficient, and effective manner.
• Contribute to channel plans or strategies.    
• Identify, design, and implement projects that will enhance effectiveness of the Sales Contact Centre over time.
• Ensure integrity of governance and compliance across all spheres of operations
• Ensure resources and structures supports longer term growth objectives.
• Managing the poor performance in your team inline with the Company procedures and processes as defined by the Disciplinary / Poor performance process.

Continuous Improvement and Reporting:

• Provide monthly and quarterly reporting on all relevant Sales Contact Centre indicators, illustrating trends and plans for continuous improvement. (Timing of reports may vary dependent on requirements).
• Review compliance metrics, retentions and cancellations and service level performance against defined targets and metrics and course correct sales processes when necessary.
• Extract productivity and performance data and reports daily, weekly, and monthly and analyse data for continuous improvement within your team.

Leadership and Direction:

• Providing vision and direction to team members.
• Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
• Role model behaviour and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
• Provide support and guidance on career path planning, on-the-job training, coaching, and mentoring to direct reports.
• Leads change to creates a self-refreshing and learning organisation.
• Continuous improvement of business processes.

Work collaboratively:

• Build a culture of respect and understanding across the organisation.
• Recognise outcomes which resulted from effective collaboration between teams.
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation.
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions.

Self-Management:

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Requirements

• Grade 12 with English and a second language (preferably of a ethnic language).
• Undergraduate/Postgraduate qualification in related field advantageous.
• Minimum of 3 – 5 years client service and/or sales experience.
• Previous call centre sales experience within a short-term insurance environment (preferred), able to manage a team effectively and motivate team members to meet required targets. 
• Proven experience managing a team in a contact centre environment and or call centre will be advantageous.