Current Opportunities at Discovery Limited

Key purpose

• The successful individual will be required to provide the best direct to client service, by identifying the medical aid/ health needs of our clients and presenting the best sales opportunities.

Key Outputs

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

• Achieve Health 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

Essential Requirements:

• Matric
• Minimum 6 months sales experience
• PC literacy, email, word, excel

Advantageous Requirements:

• Discovery Health Knowledge
• Tertiary qualification
• NQF5 and RE5 qualification

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Key Purpose of the role

• The primary function of this role is to effectively and efficiently manage and grow relationships between Discovery Life and all stakeholders i.e. both internal and external clients. Ensure that quality service is delivered to these Stakeholders.   

Areas of responsibility may include but not limited to

• Implementing and monitoring the KAM strategy
• Build Broker and Employer relationships
• Collating statical information from the operation team to analyze and formulate discussions with KAM clients on trends and client overview
• Creating Employer engagements/collaborative reports and presentations
• Support the KAM Interventions team through creation of integration content and trends
• Acquire KAM new installations, broker changes and benefit enhancements packages and present to Brokers and Clients in person to ensure effective understanding of the product and internal administrative processes.
• Formulating process improvements and review from broker and client feedback
• Effective product presentations and enhancements to existing KAM clients.
• Present and communicate pre-renewals and renewals annually to existing clients.
• Query resolution for clients in credit control due to non-payment.
• Manage the relationship with internal and external clients/brokers with respect to escalations, queries and complaints.
• Ensure access to web training content.  Train Clients on how to benefit from our web offerings and functionality.
• Build and maintain client relationships through monthly meetings to retain clients.
• Manage the re-broke process to ensure retention of existing clients
• Managing Complaints and Escalations of clients to ensure high levels of service are adhered to
• Assist with staff development, coaching and training where possible to optimize staff performance i.e. ito of product knowledge
• Manage projects
• Analyze processes to identify risks and opportunities for enhancements or innovations to continuously improve business outputs
• Ensuring all risks are mitigated and escalated, this includes the identification of fraudulent activity and non-disclosure
• Providing effective, efficient, and professional service to all our clients, both telephonically and through written correspondence and client visits
• Responding to queries ensuring they are resolved timeously and effectively.
• Client meetings

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

• Self-starter with a high attention to detail and be able to multi-task
• Good at follow through
• Exceptional ability to communicate written and orally
• Problem solving and solution focused
• Analytical – interpretation
• Building relationships
• Coping with pressure (deadlines)
• Time-Management and Organizational Skills
• Must be team orientated, willing to assist other team members in the office
• Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
• Outstanding customer service skills
• Willing to do client and broker visits

Education and Experience

• NQF Level 6 or equivalent qualification
• 5 years and more Client Relationship Management Experience-Essential
• Employee Benefits-Group Risk Product and Operations knowledge and experience-Essential
• Employee Benefits Medical Assessor Experience-Recommended
   

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Key Outputs may include but not limited to: 

• To lead strategic marketing initiatives that drive growth and sales across the Vitality portfolio, with a strong focus on corporate employees and financial advisers. This role combines campaign execution, stakeholder engagement, and performance optimisation to support business KPIs. 

Strategic Growth & Sales Enablement 

• Develop and implement marketing strategies that support acquisition and engagement within the corporate and intermediary (IFA) channels. 
• Collaborate with distribution teams to align marketing efforts with sales goals and pipeline priorities
• Identify and activate opportunities to drive uptake of Vitality products through employer and adviser networks. 

Campaign & Project Management  

• Own the end-to-end delivery of marketing engagement projects, ensuring they are on time, within budget, and aligned with business objectives. 
• Brief, manage, and optimise campaigns across digital and offline channels, tailored to employer and adviser audiences. 

Employer & Brand Activations 

• Plan and execute employer-facing and brand activation campaigns that enhance visibility and engagement. 
• Manage agency and budget per activation. 
• Work closely with partners and internal teams to deliver high-impact activations aligned with strategic goals. 

Vitality Communications 

• Manage financial adviser eDiscoverer and Adviser360 and social media communications as a strategic communication channel, improving open and click-through rates through content and format optimisation. 
• Translate messaging across media formats and audience segments to ensure relevance and clarity. 

Stakeholder Engagement 

• Work closely with internal teams (e.g., distribution, product, CVM) and external partners to meet business needs and manage expectations. 
• Build and maintain strong relationships with key stakeholders, ensuring alignment and collaboration across functions. 
• Performance & Insights and use data and insights to evaluate campaign effectiveness and identify opportunities for continuous improvement

Portfolio Oversight 

• Manage the Vitality growth portfolio, ensuring consistent communication and collaboration across teams. 
• Drive engagement campaigns that support key business KPIs, including sales growth, retention, and reduced lapse rates through strategic marketing campaigns. 
• Creative & Content Development 
• Drive the creation of compelling campaign concepts, visuals, and content in collaboration with creative teams. 

Work Experience  

• Minimum of 2 – 3 years-experience in Marketing, PR or Communication  
• Relevant industry experience 
• Corporate experience would be advantageous 

Education / Qualifications / Accreditations with Professional Body 

• Minimum 3-year undergraduate degree or diploma
• Post graduate Degree
• Preferable- communication and / or marketing focused 

Technical Skills or Knowledge:

Media & Channel Expertise 

• In-depth knowledge of various media channels, with a strong emphasis on digital platforms (social, email, programmatic, etc.) 
• Understanding of channel-specific best practices for engagement and conversion 

Agency & Production Processes 

• Experience managing agency relationships, including briefing, feedback, and approvals 
• Knowledge of print and production workflows, including timelines, costings, and vendor coordination 

Communication Strategy 

• Understanding of the critical elements of effective communication, including tone, clarity, segmentation, and call-to-action design 
• Ability to translate complex messages into audience-relevant content 

Design & Content Tools 

• Proficiency in Adobe Express and Canva for content creation and visual storytelling 
• Ability to collaborate with creative teams and provide direction on design and layout 

Creative Thinking 

• Strong conceptual thinking and ability to contribute to campaign ideation and innovation 
• Ability to identify new opportunities for engagement and brand storytelling 

Stakeholder Management 

• Proven ability to manage multiple stakeholders across business units 
• Skilled in expectation setting, communication alignment, and cross-functional collaboration 

Preferred (would be advantageous)

• Simple data analysis 
• Google Analytics 
   

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Key Purpose

• The digital product manager is responsible for maximising the value of the product and the work of the development team. This role has an extensive list of duties and responsibilities which requires an agile mindset that drives different dimensions; technical, business and design. The digital product manager is responsible for tackling and solving difficult problems for customers and the business.

Areas of responsibility may include but not limited to:

• Collaborate with stakeholders across the Discovery Group, particularly product houses, businesses, distribution channels (intermediated and direct) , actuarial analytics, and data science to understand business needs and opportunities.
• Translate business needs and opportunities that align with the Adviser 360 vision, strategy and roadmap as the custodian of the Distribution Technology stack.
• Collaborate with and provide guidance to a cross-functional team of architects, analysts and developers and ensure that delivery is high quality, aligned with business requirements and within the Adviser 360 framework.
• Actively participate in technical discussions and solution design to understand implementation complexities.
• Collaborate with Distribution management to design, refine, and implement the target operating model for Distribution and its primary internal stakeholders. Manage the product backlog and prioritise initiatives based on business value, strategic importance and technical feasibility.
• Drive continuous improvement in data quality, accessibility, and usability.
• Define KPI’s and success metrics, continuously measuring product performance and optimising for efficiency and business impact.
• Measure and communicate the business impact of Distribution Technology initiatives on key strategic value drivers.
• Research and analysis of the market, users, and the roadmap for the products.

Required Skills and Experience

• Deep knowledge of the insurance industry, an understanding of its revenue and profit drivers, working knowledge of how businesses, distribution channels and marketing can use data to drive value.
• Proven experience in product ownership or management of data platforms/solutions.
• An understanding (and willingness to deepen understanding) of business concepts.
• Demonstrated leadership experience in managing technical teams.
• Experience in stakeholder management across different organisational levels.
• Strong analytical and problem-solving skills.
• Ability to translate complex technical concepts into business value propositions.
• Experience with agile methodologies and practices.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• Relevant professional certifications (e.g., Agile, business analysis) are advantageous.
• 5+ years of experience in business analysis/product ownership/product management.
• 3+ years of leadership experience.

Essential Skills You’ll Bring To The Table
The necessary skills that we require for this role include but are not limited to:

• Experience presenting business ideas, project progress and future plans to senior stakeholders.
• Experience in implementing process improvement on their team.
• Strong written and verbal communication skills.
• Able to make good judgements by analysing complex and varied information.
• Good grasp of metrics and statistics.
• Inquisitive and questioning by nature.
• Able to organise and plan work.
• Ability to take on information and learn new subjects.

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Key purpose

• Conduct Outbound and Inbound telephonic Conservation to existing Discovery clients, who have requested cancelation of their Discovery products.

Key Outputs

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

• Conduct outbound and inbound telephonic Conservation to existing Discovery client’s, who have requested cancelation of their Discovery policies with the goal of convincing clients to retain their policies with Discovery.
• Ensure that all FAIS requirements (FNA,ROA and Statutory notices) are completed during conservation calls.
• Ensure that monthly conservation targets are met.
• Proactively determine the client‘s needs and have the ability to re-sell product to members.
• Proactively evaluate interactions with clients providing dazzling service at all times to internal and external clients
• Ensuring that customers concerns are addressed and resolved by the relevant areas
• Keep accurate statistics on all calls, contacts and clients spoken to and the report findings to management
• Ensure that all administrative changes are done timeously, followed through on and monitored

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven

Qualification & Experience

• Matric
• At least 2-3 years’ experience in a Life, Health or short term Assurance sales position and/ or Outbound Telesales environment (Essential)
• 2-3 year Conservation experience or telesales experience
• Excellent English and Afrikaans spoken would be beneficial
• FAIS accreditation – NQF 4 or 5 FAIS credits (Required)
• Regulatory exams (Required)
• Good Excel and Word skills

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Job Description

• Assisting clients with queries and servicing requests on their policies within the required SLA
• Managing all queries through to resolution
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Resolve highly escalated queries swiftly and efficiently
• Provide feedback to business regarding the nature and root cause of escalations
• Working according to set targets
• Communicating outcomes to complainants verbally and in writing
• Identifying and proposing solutions to process and service related failures
• Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of q

Key purpose

• Assisting the Relations Specialists in resolution of escalated complaints and queries

Key Outputs

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

• Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values.
• Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
• Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.
• Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.
• A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery

Card products.

• Liaising internally with the staff and management of the relevant departments within Discovery

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven
• Conflict management skills

Qualification & Experience

• Matric
• Excellent English and Afrikaans spoken would be beneficial
• Good Excel and Word skills
• NQF 4 or 5
• Confidential
• 30 + FAIS Credits
• RE5
• 1yr + Experience in Client Services or Escalations