Current Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

• The focus of this role is the sales delivery, strategic execution, people development, and regulatory compliance.

Responsibilities

• Leadership and Direction
• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Functional Strategy Formation & Implementation
• Develop tactical plans for optimising resources and assets being managed within Tied Financial Advisory Services to meet business growth requirements.
• Business Planning
• Contribute to the development of annual and longer-term business plans; forecast performance against business key performance indicators; develop business cases for key activities/projects; and estimate the financial and human resources required to deliver performance targets.
• Meet growth objectives in all distribution channels in the Life and Wealth, Personal lines and Commercial Lines channel
• Stakeholder Engagement (Internal and External)
• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
• Promoting Customer Focus
• Manage, monitor and ensure that exceptional customer service is delivered across the the distribution channels in the Life and Wealth, Personal lines and Commercial Lines.
• Organizational Capability Building
• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions, including continuing professional development specified by professional or regulatory institutions, to build their professional capabilities. Provide informal training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
• Operational Compliance
• Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.
• Performance Management
• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
• Personal Capability Building
• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.
• Sales Management
• Sell complex, often customised products and services to significant customers and/or manage a significant sales department.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) FAIS recognised qualification or Wealth Management Qualification (Essential); RE 5 (Advantageous); Degree/Diploma in Business Management (Advantageous)

Experience

• 3 or more years' experience in a sales and advisory environment (Essential); 2 years Long-term Insurance experience (Essential); 3 or more years' experience supervising and directing people (Advantageous)

go to method of application »

Job Purpose

• The focus of this role is the sales delivery, strategic execution, people development, and regulatory compliance.
• Responsibilities
• Leadership and Direction
• Explain the action plan to support the sales agents in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve business goals.
• Performance Management
• Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Organisational Capability Building
• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
• Customer Relationship Management (CRM) Data
• Ensure that the sales agents maintain up-to-date customer relationship management data, identifying and resolving issues.
• Organisational Risk Management
• Ensure the organisation is not exposed to undue risks by using risk management systems to achieve specific goals within a designated area of the business.
• Operational Compliance
• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
• Personal Capability Building
• Maintain an understanding of accreditation, external regulation, and industry best practices through ongoing assessments, training and education.
• Data Collection and Analysis
• Collate and analyze data using pre-set tools, methods and formats. Involves
• working independently.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) FAIS recognised qualification or Wealth Management Qualification (Essential); RE 5 (Advantageous); Degree/Diploma in Business Management (Advantageous)

Experience

• 3 or more years' experience in a sales and advisory environment (Essential); 2 years Long-term Insurance experience (Essential); 3 or more years' experience supervising and directing people (Advantageous)

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

go to method of application »

Job Purpose

• Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

• Customer Service
• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Customer Needs Clarification
• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.
• Customer Management
• Help manage customers by carrying out standard activities.
• Operational Compliance
• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 2 - 3 years call centre experience in the Short-term insurance industry or Financial Services Industry (essential)
• 1 year Retentions experience (essential)
• High Net Worth experience (advantageous).

go to method of application »

Job Purpose

• The Strategic Portfolio Manager has accountable oversight to a portfolio of work within STI, applying industry best practices to manage the intake, scoping, planning, staffing, execution methodology, and long-term road mapping of projects within the portfolio. The position is for a highly skilled leader with a
• strong Strategy as well as Portfolio Management background. This role requires a deep understanding of Project, Program & Portfolio Architecture, strong leadership skills, and experience managing teams. The Strategic Portfolio Manager function will work and collaborate across various organisational functions to ensure business value is delivered per organisational strategic goals.

Responsibilities

• Program/Portfolio Management
• Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.
• Ensure the Portfolio roadmap translates into effective work intake processes, prioritising initiatives based on strategic impact and resource availability.
• Serves as program and project management methodology subject matter expert, consulting within the organisation to apply industry best practices and ensure execution success.
• Leadership and Direction
• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Provide leadership & oversee program management, ensuring all initiatives and programs are executed efficiently, with measurable outcomes that align with business objectives.
• Ensure successful delivery of solutions by coordinating all delivery verticals in the organisation. Designs, delivers, and monitors execution and value realisation plans.
• Enterprise Business Analysis
• Interpret the business need and identify solution recommendations to business problems at a business unit level. Lead the improvement efforts that are within span of control at this level.
• Partner with division leaders with an overall business viewpoint to identify priority impact areas. Partners with operational leadership and sponsors to ensure program and project alignment with business needs and productive working relationships.
• Stakeholder Management
• Develop and implement stakeholder engagement strategies and plans across the program to identify relevant stakeholders, to create mutually supportive working relationships, and to ensure that each stakeholder has an appropriate share of voice at both project and program levels.
• Budgeting and Costing
• Develop and/or deliver budget plans with guidance from senior colleagues.
• Develop and execute budgets. Determine reuse and design-to-cost strategies
• Project Benefit Realisation
• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximise these.
• Proactively identifies opportunities to deliver value to the organisation and works with relevant leadership and governance bodies to triage, approve, and charter programs and projects that align with enterprise strategic objectives.
• Assess the benefits planning and realisation across a number of programmes or project within the portfolios to identify gaps, overlaps and conflicts and to eliminate double counting in the benefit plans of individual programmes and projects. Review post programme/ project benefits against strategic investment decision.
• Project/ Program Governance
• Clarify roles and responsibilities within the project team and ensure project compliance with the organisation's wider program and/or portfolio management decision-making structures and processes.
• Provides coordination and/or facilitation role within applicable governance forums, assisting leadership with organising programs and projects to align with enterprise strategy and objectives.
• Project/ Program Team Management
• Lead a medium to large project team; defines the project vision and communicates the outcomes needed along with guidance to achieve outcome, coordinates team actions on project activities; coordinates flow of additional team members on and off the team as needed; and works to build the capability of the team through training, coaching and mentoring.
• Capture the resource requirements of portfolios, programmes, projects and the portfolios office suit. Forecast future resource needs, based on programme/project plans, close liaison with the relevant managers.
• Portfolio Reporting and Review
• Manage the project review process; provide stakeholders with accurate and relevant information and key recommendations at agreed review points to enable them to evaluate progress and agree on change.
• Report portfolio status board timely and accurate information focused on decision making.
• Innovation Strategy, Pipeline and Roadmap
• Champion an innovation stream within the innovation road map, ensuring the right resources are in place to execute on the strategy.
• Project Risk and Issue Management
• Manage identification of risks, issues, dependencies, and constraints associated with the project, escalating these where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these.
• Project Resource Management
• Lead the negotiation and deployment of annual and longer-term program and project resource budgets, providing forecasts and presenting variances with narrative at appropriate review points to ensure effective utilisation.

Education

• Bachelor’s degree required (Business field or Business IT) (Essential); Relevant industry certification such as PMI Project/Program/Portfolio Management Professional (PgMp) (Essential); Master’s degree preferred (MBA) (Advantageous); PfMP/P3O (Advantageous)

Experience

• At least 10 years of work experience in a project management capacity, leading multiple initiatives (Essential);
• At least 5 years of Portfolio management experience (Essential); Experience in setting up a strategic PMO, Portfolio Office (Advantageous);
• 5 or more years experience in a leadership position (Essential); Experience of planning, managing and organising resources within short / medium timescales within the overall policy framework

go to method of application »

Job Purpose

• The Digital Transformation Portfolio Manager provides accountable oversight to a portfolio of Digital Transformation initiatives, applying industry best practices to manage the intake, scoping, planning, staffing, execution methodology, and long-term road mapping of projects within the portfolio. The position is for a highly skilled leader with a strong Digital Transformation background. This role
• requires a deep understanding of digital technologies, strong leadership skills, and experience managing teams. The Digital Transformation Portfolio Manager will work and collaborate across various organisational functions to ensure business value is delivered per organisational strategic goals.

Responsibilities

• Digital Strategy/Transformational Projects and Programs Execution
• Manage and deliver end-to-end digital programs and initiatives, leveraging agile and design-thinking principles to drive sustainable implementation.
• Leading the execution of the Digital Transformation Strategy, including AI and innovation, ensuring alignment between business goals and transformative initiatives.
• Supporting Digital Transformation leadership in strategic planning efforts.
• Budgeting and Costing
• Develop and/or deliver budget plans with guidance from senior colleagues
• Developing and managing a budget for the digital transformation teams & initiatives to ensure projected revenue goals are met.
• Develop and execute budgets. Determine reuse and design-to-cost strategies
• Stakeholder Management
• Develop and implement stakeholder engagement strategies and plans across the program to identify relevant stakeholders, to create mutually supportive working relationships, and to ensure that each stakeholder has an appropriate share of voice at both project and program levels.
• Partnering with relevant business, Digital and department leadership stakeholders to align programs and their constituent projects with enterprise strategy and business / departmental goals.
• Act as a trusted advisor to business as well as specialist support functions, building strong relationships and understanding business & technical needs.
• Build positive working relationships across the organisation; engaging effectively with management, and senior leadership in order to ensure business success.
• Digital Reporting and Review
• Manage the project review process; provide stakeholders with accurate and relevant information and key recommendations at agreed review points to enable them to evaluate progress and agree on change.
• Ensure ongoing measurement/reporting of Digital Transformation Delivery process efficiency, compliance, maturity and value.
• Report portfolio status board timely and accurate information focused on decision making.
• Digital Marketing Capabilities 
• Support creation of the digital marketing road map and lead specific capability building initiatives, collaborating with technology partners and enterprise teams.
• Support identification of opportunities for capability building.
• Frequently and effectively communicating the Digital Transformation capabilities (aligned to vision) throughout the organisation.
• Innovation Strategy, Pipeline and Roadmap (Digital Transformation
• Roadmap)
• Champion an innovation stream within the innovation road map, ensuring the right resources are in place to execute on the strategy.
• Defining a digital transformation road map to transform the business, identifying the domains and activities that benefit from rapid digitization.
• Design the right operating model for digital transformation and determine the best-fit approach to
• support execution.
• Capture the resource requirements of portfolios, programmes, projects and the portfolios office suit. Forecast future resource needs, based on programme/project plans, close liaison with the relevant managers.
• Project Team Management
• Lead a medium to large project team; defines the project vision and communicates the outcomes needed along with guidance to achieve outcome, coordinates team actions on project activities; coordinates flow of additional team members on and off the team as needed; and works to build the capability of the team through training, coaching and mentoring.
• Provide leadership & oversee program management, ensuring all initiatives and programs are executed efficiently, with measurable outcomes that align with business objectives.
• Ensure successful delivery of solutions by coordinating all delivery verticals in the organisation. Designs, delivers, and monitors execution and value realisation plans.
• Collaborate with division leaders with an overall business viewpoint to identify priority impact areas. Partners with operational leadership and sponsors to ensure program and project alignment with business needs and productive working relationships.
• Project Governance
• Clarify roles and responsibilities within the project team and ensure project compliance with the organisation's wider program and/or portfolio management decision-making structures and processes.
• Proactively identifies opportunities to deliver value to the organisation and works with relevant leadership and governance bodies to triage, approve, and charter programs and projects that align with enterprise strategic objectives.
• Provides coordination and/or facilitation role within applicable governance forums, assisting leadership with organising programs and projects to align with enterprise strategy and objectives.
• Program/Portfolio Management
• Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.
• Serves as program and project management methodology subject matter expert, consulting within the organisation to apply industry best practices and ensure execution success.
• Project Benefit Realisation
• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximise these.
• Assess the benefits planning and realisation across a number of programmes or project within the portfolios to identify gaps, overlaps and conflicts and to eliminate double counting in the benefit plans of individual programmes and projects. Review post programme/ project benefits against strategic investment decision.
• Leadership and Direction
• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Provide leadership & oversee program management, ensuring all initiatives and programs are executed efficiently, with measurable outcomes that align with business objectives.
• Ensure successful delivery of solutions by coordinating all delivery verticals in the organisation. Designs, delivers, and monitors execution and value realisation plans.
• Building and maintaining an exceptional Digital Transformation culture that drives innovation, accountability and engagement- by leading, coaching and mentoring the team.

Education

• Bachelor’s degree required (Computer Science, Information Technology, Engineering or related field) (Essential); Relevant industry certification such as PMI Project/Program/Portfolio Management Professional PgMp (Essential); Master’s degree (MBA) (Advantageous); PfMP/P3O/ Scaled Agile (Advantageous)

Experience

• At least 10 years of work experience in a project management capacity, leading multiple initiatives (Essential);
• At least 5 years of Portfolio management experience required (Essential);
• 4 or more years of direct experience leading digital transformations or digital ecosystem implementations (Advantageous);
• 5 or more years experience in a leadership position (Essential)

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Job Purpose

• The role will be responsible for maturing the organization's process excellence, innovation, delivery standards, and transformation initiatives to integrate process management into the core business strategy, enhancing efficiency, customer experience, and operational agility. Collaborates with senior leadership across the STI to providing strategic oversight and governance of business processes through a Centre of Excellence (CoE), leading large-scale transformation efforts, fostering a culture of
• continuous improvement and ensuring that all processes & initiatives align with the organization’s long-term goals and regulatory requirements.

Responsibilities

• Business Process/Model Rethink (Strategic Process Management)
• Design and execute methodologies to analyse and identify opportunities to improve processes, practices, and procedures, uncovering opportunities for innovation.
• Lead a CoE for the design, implementation, and optimisation of business processes across the Group, leveraging best practice, ensuring alignment with strategic objectives.
• Oversee the shift from department and product-oriented processes to consistent, standardised and optimised customer journey-centric processes.
• Explore and evaluate new technologies and digital solutions that can transform business processes and create competitive advantage.
• Culture of Innovation (Continuous Improvement & Transformation Leadership)
• Drive a culture of innovation by creating multi-stakeholder solutions that boost creativity, innovation, and collaboration across business units, such as idea generation platforms, jam sessions, and hackathons.
• Champion a culture of continuous improvement by driving initiatives that enhance delivery efficiency, resource utilisation, and the effectiveness of transformation efforts.
• Identify opportunities for digital transformation, process automation, and operational efficiency improvements across the organisation.
• Lead post-project evaluations to capture lessons learned, focusing on improvements to capacity
• planning, project execution, and organisational change.
• Drive large-scale transformation initiatives, including organisational process reengineering, Enterprise delivery modelling & implementations, Delivery teams & staff systems implementation
• Lead the development and implementation of innovative prototype solutions to position the organisation ahead of its competitors.
• Transformational Change Management (Change Management and Communications)
• Manage projects or substantial workstreams within a transformational change program, ensuring integration with related projects; use structured change management methodologies to build acceptance of change and to embed desired culture and behaviors.
• Develop and execute comprehensive change management strategies for major IT , process & people change initiatives and organisational transformations.
• Create and maintain a change management framework and train impacted Teams on effective use to deliver change in a consistent manner.
• Lead the development and execution of multi-channel Strategy Office communication plans, ensuring clear and effective messaging to all stakeholders.
• Establish feedback mechanisms to measure the effectiveness of change initiatives and communications.
• Collaborate with HR and other departments to align Strategy Office changes with broader organisational change efforts.
• Improvement / Innovation (Innovation and Process Excellence)
• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
• Promote a culture of continuous improvement, encouraging innovation in waste removal, optimal process design and execution.
• Identify and implement technologies and methodologies to drive customer satisfaction, process efficiency to grow the business.
• Develop and implement performance metrics to track and measure the impact of process improvements.
• Project Governance (Governance and Compliance)
• Clarify roles and responsibilities within the project team and ensure project compliance with the organisation's wider program and/or portfolio management decision-making structures and processes.
• Establish and maintain Delivery governance frameworks, including decision-making processes to support cross functional steering committees and drive efficiencies across Delivery.
• Establish and maintain robust process governance frameworks, ensuring that all processes comply with relevant business process standards, regulatory standards and internal policies.
• Collaborate with Process Owners and Process Leads to ensure accountability, consistency, and excellence in process definition, documentation and execution.
• Own the governance of Projects, Programmes & Portfolio’s including the improvement in these areas. Develop and implement standardised Agile & Hybrid methodologies, tools, and best practices.
• Stakeholder Management (Collaboration and Communication)
• Develop and implement stakeholder engagement strategies and plans across the program to identify relevant stakeholders, to create mutually supportive working relationships, and to ensure that each stakeholder has an appropriate share of voice at both project and program levels.
• Work closely with senior leadership across and cross-functional teams across the group to align customer journeys and process initiatives with business goals.
• Articulate the vision for process transformation to stakeholders, ensuring clear communication and alignment across the organisation.
• Processes Automation (Documentation and Automation)
• Analyse business processes and develop software tools that automate routine tasks through existing user interfaces. Create smart workflows, integrating tasks performed by humans and machines.
• Ensure comprehensive documentation of all business processes, making them accessible and understandable to relevant stakeholders.
• Ensure the format of process documentation enables low/ no code analysis, optimisation and automation of processes Lead the identification and implementation of automation opportunities to
• enhance process efficiency and consistency.
• Performance Management (Performance Monitoring and Improvement:)
• Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Ensure data is available to enable the development and monitoring of key performance indicators (KPIs) for processes, ensuring continuous evaluation and improvement.
• Drive the development of best practices and process standards across the organisation.
• Report on the progress and impact of process optimisation, innovation and transformation initiatives and objectives to senior management
• Budgeting and Costing (Budget and Forecasting)
• Develop and/or deliver budget plans with guidance from senior colleagues.
• Oversee the development and management of the annual Strategy Office budget, ensuring alignment with strategic priorities and maximising ROI on STI investments.
• Develop accurate Delivery financial forecasts, considering Portfolio intake trends and Project demand and capacity projections.
• Collaborate with Finance to ensure financial practices align with corporate standards and reporting requirements.

Education

• Bachelor’s degree in business administration, management, information systems, or a related field (Essential); A Master’s degree or MBA (Advantageous)

Experience

• 10 or more years of progressive experience in Business Process leadership roles (Essential);
• Strong background in change management, with demonstrated success in managing complex organisational changes (Essential);
• 5 or more years in management position (Essential);
• Experience of planning, managing and organising resources within short / medium timescales within the overall policy framework

go to method of application »

Job Purpose

• Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

• Customer Service
• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Customer Needs Clarification
• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.
• Customer Management
• Help manage customers by carrying out standard activities.
• Operational Compliance
• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation when required from a supervisor or manager for any exceptions from mandatory procedure.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.
• Customer Needs Clarification
• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• School Grade 12  (Required)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).