Current Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

• Ensures vehicles are effectively and timeously towed to the agreed destinations,in line with TIH policies and procedures. Generate cost savings for TIH and the customer by negotiating the towing costs with non-suppliers.

Responsibilities

• Administration
• Administer the towing of vehicles correctly and efficiently within the specifications of TIH policy terms and conditions. Facilitate the timeous and accurate payment of MBR’s to ensure an effective relationship is maintained.
• Contract Management
• Ensure thorough knowledge of service level agreements with contractors in order to ensure efficient cost utilisation and service delivery.
• Client & Customer Management (Internal)Maintain and build relationships with key stakeholders (Towing contractors, SMD’s, Yards, Motor body repairers (MBR’s), Claims and Assessing Environment etc.).Client & Customer Management (External)Render a claims-related service within a turnaround time that is acceptable to customers and conforms to company SLA’s. Ensure effective customer service through delighting customers.
• Data Collection & Analysis
• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Receiving audio instructions via radio/phone/computers. Establishing information for proof, validation or evidence. Asking questions to establish information required. Searching literature or other data sources. Noting unusual occurrences. Evaluating alternatives prior to decision.

Education

• School Grade 12  (Required)

Experience

• Sound experience and understanding of straightforward procedures or systems (7 to 12 months) within a call centre environment. Towing experience is advantageous. None

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Job Purpose

• Analyze, research and communicate critical pieces of WFM information across the business units and in support of the WFM team. This information must be in line with best practice principles and metrics. The role requires a data led approach to identify and implement optimization opportunities within the business to drive improved performance from our human and capital assets.

Responsibilities

• Design and Conceptualization
• Design and develop reporting frameworks that aid in Strategic analysis for Business Process optimization.
• Identify and build automation of reports.
• Design, builds and maintains dashboards.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.
• Timeous and meaningful, accurate reporting as per OLA.
• Report on granular information types; compare datasets to identify anomalies and outliers and raise this with the WFM team and Operations.
• Monitor and advise on metric deviations.
• Customer Experience Strategy
• Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
• Provide real insight into business questions with pro-active recommendations on decisions and future analytical projects.
• Assist the strategic planner and other WFM team members with data requirements and analytical insights with opportunities for performance improvements.
• Data Collection and Analysis
• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
• Improvement / Innovation
• Use a data led approach and identify opportunities for process optimization through the Lean Six Sigma model.
• Document, implement, maintain or recommend operating methods to improve data processing, distribution, data flow, collection and database procedures.
• Define future data migration requirements, gathering, validating and documenting data requirements.
• Operational Compliance
• Develop knowledge and understanding of Performance Based Remuneration (PBR) and the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Project and Program Stakeholder Engagement
• Maintain relationship with GIT and work with IT to use their expertise to help deliver on the business agenda.
• Facilitate engagement sessions with business to convince them or sell the proposed concept with factual and analytical insight.
• Deliver analytical insights to a senior audience with the intention of supporting the strategy.
• Personal Capability Building
• Develop own 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Bachelor of Commerce/Information Technology or equivalent (Essential); Lean Six Sigma Green Belt Certification (Advantageous);  BSc in Maths/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous)  (Required)

Experience

• 3 or more years experience in Advanced Analytics and MI experience (Essential);
• Data management experience including use of tools such as; Qlikview, Power BI and similar (Essential);
• Experience in the financial services industry (Advantageous).
   

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Job Purpose

• Providing effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

• Customer Service 
• Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality service to customers, both via telephone and email.
• Customer Needs Clarification 
• Determine customer’s core need, in an effort to meet their expectations from a customer and product offering point of view. Conducting needs analyses to identify most appropriate product offerings (upselling). Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.
•  Administration
• Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
• Operational Compliance 
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure. Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.
• 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 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)

Experience

• At least 2 years experience in a Service /Collections / Retentions environment.
• Advantageous: Complaint handling.

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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)

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Job Purpose

• Contribute to day to day operational excellence by monitoring agent behavior according to internal scheduling and track achieved targets on a half hourly basis. Resolve the operational performance variance and escalate to higher levels when required. Analyze the trends and work activities on a daily, weekly and monthly basis and support future planning activities for the work force and contributes to FTE target planning.

Responsibilities

• Operations and Customer Experience Management
• Monitor all agent activities with regards to dynamic break movement and floor management to track the half hourly targets. 
• Identify potential bottle necks and raises red flags in a timely manner for the Operations team to respond.
• Drive maximum utilisation of additional time to limit operational wastage and to maximise returns, and cost-saving, i.e. are we working/dialling.
• Identify exceptions through root cause analysis and communicate to the operations team with remedial actions (Solution Based Service Offering model).
• Work Scheduling and Allocation
• Develop short or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
• Achieve daily, weekly and monthly agent adherence to schedule as per defined targets.
• Manage schedule change requests and schedule administration updates. 
• Schedule and responds to escalated issues and ad-hoc requests.
• Make immediate changes to the schedule to mitigate the risk of not achieving Customer targets.
• Insights and Reporting
• Analyze reports and make recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals.
• Data Collection & Analysis
• Collate and analyze data using pre-set tools, methods and formats to understand the impact of the customer experience.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team; ensure the RTA team processes their log allocations efficiently and correctly; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality.
• Operational Compliance
• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
• Ensures the RTA team processes Webstation and SysAid requests within the rules, and within the required TAT.
• Project and Program Stakeholder Engagement
• Deliver stakeholder engagement activities to support development of effective working relationships and to identify and respond to stakeholder needs and concerns.
• Communicates with the internal stakeholders on the real time results (from Team Managers to Head of Brands).
• Provides remedial solutions to stakeholders in order to protect Customer Experience.
• Improvement / Innovation
• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• Administration
• Produce, update and provide best practice support on complex MS documents, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes.
• Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation and labour law legislation, and industry best practices through ongoing education.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Bachelor of Commerce/ Information Technology or equivalent (Advantageous); Avaya/CMS, IEX, Qstory experience and knowledge (Advantageous); Lean Six Sigma White/Green Belt Certification (Advantageous)

Experience

• 2 or more years experience in a contact centre and/or team lead experience (Essential);
• Previous workforce management experience (Advantageous)
• Experience in financial services industry (Advantageous).

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Job Purpose

• Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short term workforce and staffing needs for TIH Brands.

Responsibilities

• Customer Experience Strategy
• Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
• Utilise historical data, economic trends, and current marketing events to fulfill short, medium and long-term planning across multiple/omni channel environment.
• Analyse daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads.
• Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
• Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure.
• Responsible for providing input for the budget headcount submissions annually.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.
• Make recommendations for adjusting staffing levels to maximise productivity and profit.
• Work Scheduling and Allocation
• Schedule all agents to ensure that there are the right number of staff coverage.
• Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends.
• Manage the scheduling of training by considering Line’s training needs.
• Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted.
• Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders.
• Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.
• Project and Program Resource Management
• Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation.
• Manage the predicative scenario to determine optimal resource requirements for business productivity.
• Design according to each business line’s unique requirements based on contractual staffing arrangement.
• Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA.
• Produce campaign and project scenario plans according to relevant business requirement documents.
• Project and Program Stakeholder Engagement
• Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns.
• Communicate best practice in meetings.
• Improvement / Innovation
• Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews.
• Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business.
• Inform staffing strategy for FTE requirements for Sales and Service.
• Analyse daily Management Information report and provide commentary and reasons to improve the line.
• Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.
• Operational Compliance
• Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules.
• Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity.
• Stay up to date with all schedule trends and best practice.
• Personal Capability Building
• Develop own 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Identify further training that is in line with growth for this role and engage with the line manager for approval where required.
• Keep the line manager updated on training and growth process.

Education

• Bachelor of Commerce/Information Technology or equivalent (Essential); Lean Six Sigma Green Belt Certification (Advantageous);  BSc in Maths/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous)  (Required)

Experience

• 5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
• Proven track record of variance scores achieved within industry standard range and acceptable to company standards (Essential);
• Understand omni channel blended environments (Essential);
• Previous workforce management experience (Advantageous);
• Experience in the financial services industry (Advantageous).

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Job Purpose

• As a Financial Advisor at TIH Advisory, you will play a crucial role in helping individuals and businesses achieve their financial goals through comprehensive insurance solutions. We are seeking motivated professionals with a proven track record in financial advisory services, as well as recent graduates with a passion for finance and a drive to succeed.

Responsibilities

• Conduct thorough financial needs analysis for clients to understand their goals and objectives.
• Develop and implement customised financial plans to meet clients short and long term goals .
• Provide ongoing support and guidance to clients, reviewing their financial plans regularly and adjusting as needed.
• Build and maintain strong relationships with clients through proactive communication and exceptional service.
• Stay informed about industry trends and regulations, continuously enhancing your knowledge and skills to better serve clients.
• Collaborate with team members to achieve collective goals and contribute to the overall success of the organisation.

Education

• RE 5 (Essential); Bachelor's degree in Finance, Business Administration, or related field (for recent graduates). Preferred; Relevant certifications (e.g., CFP) preferred but not required.  (Required)

Experience

• Minimum 2 years of experience in financial advisory services (for experienced candidates); Proven track record of success in insurance sales and client relationship management; Strong understanding of insurance products and industry regulations; Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients; Demonstrated ability to work independently and collaboratively in a fast-paced environment
   

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Job Purpose

• TIH is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes short-term insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform.
• We’re pioneers with a hunger for best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing past their limits.

Responsibilities

• Underwriting Management
• Support the underwriting of new business and renewal cases by verifying the completeness and accuracy of information and checking against standard rates, referring issues to senior colleagues when necessary.
• Insurance Policy Administration
• Evaluate new and updated customer and policy information on the relevant systems and set up premium collections, liaising with the intermediary to clarify incomplete and potentially inaccurate information and referring unresolved issues to others.
• Document Management
• Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.
• Administration
• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Intermediary / Customer Service Management
• Carry out standard intermediary / customer service activities and handle simple customer enquiries.
• Stakeholder Engagement
• Support stakeholder engagement by arranging actions, meetings, and events.
• Compliance
• Work within standard compliance systems and report simple non-compliance issues. Comply with service level agreements and quality standards.
• Personal Capability Building
• Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Continuous Improvement
• Contribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.
• Data Management
• Support others by working on a variety of data management tasks.
• Performance Management
• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.
• External Communications
• Create positive experiences for clients by interacting courteously with them.

Education

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

Experience

• 1 – 3 years Financial Services industry experience (Essential); Short-term insurance product knowledge / intermediary experience (Advantageous).

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Job Purpose

• Conduct relevant analysis to provide insights, themes and trends to provide customer focused product solutions. Promote new and existing VAPS products through engagement with the sales team to achieve set targets and grow profitability business.

Responsibilities

• Business Development 
• Monitor and assess sales and market data for a specific geographic region and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed. Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Conduct product research and incorporate market insights to identify relevant themes.
•  Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports. Interpret complex patterns and trends, and translate those insights into actionable recommendations.
• Recommendations
• Advise managers how to apply research conducted to amend product positioning a wide variety of existing procedures and precedents.
• Solutions Analysis 
• Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
• Customer Relationships Management
• Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
• Compliance 
• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the sales teams, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
• 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 indepth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.
• Project Management 
• Manage a portfolio of product projects while reporting to senior colleagues regarding various milestones and deliverable.

TECHNICAL COMPETENCIES 

• Account/Client Management 
• Work independently and provide technical guidance when required on how to manage client accounts in a way that provides benefits both for the organization and its clients.
• Negotiation 
• Negotiates independently and provide technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.
• Verbal Communication 
• Use clear and effective verbal communications skills independently and provide technical guidance when required on how to express ideas, request actions and formulate plans or policies.
• Commercial Acumen
• Apply understanding of the business environment and objectives to develop solutions independently and provide technical guidance when required.
• Sales Planning and Coordination
• Work independently and provide technical guidance when required on how to achieve the best possible returns by planning and coordinating effective sales campaigns and related initiatives.
• Planning and Organizing 
• Works independently and provide technical guidance when required on how to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Data Collection and analysis 
• Work independently and provide technical guidance when required on how to analyze data trends for use in reports to help guide decision making.
•  Compliance
• Work independently and provide technical guidance when required on how to achieve full compliance with applicable rules and regulations in management and/or operations.
• Action Planning 
• Work independently and provide technical guidance when required on how to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Computer skills
• Support business processes independently by understanding and the effective use of standard office equipment and standard software packages and provide technical guidance as needed. Microsoft Office Suite; Internal Company Systems.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) A relevant 3 year Business related degree / diploma (Advantageous); FAIS recognised qualification (Advantageous); Regulatory Examination (Advantageous); Class of Business Certification (Advantageous); STI Qualification (Advantageous); KI Regulatory Examination (Advantageous)

Experience

• 3 – 5 years account /product portfolio / partner management experience (Essential); Relevant experience within the Financial Services Industry and Marketing environment (Advantageous).
   

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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)