Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Job Purpose
Responsibilities
Infrastructure and Network Development and Maintenance
- Direct and oversee infrastructure developments and maintenance to ensure business requirements can be met. Proactively maintain and develop all Linux infrastructure technology to maintain a 24x7x365 uptime service. Fault finding, analysis and of logging information for reporting of performance exceptions. Proactively monitoring system performance and capacity planning Create and modify scripts or applications to perform tasks. Plan and execute system fixes, updates, and enhancements. Ownership and execution of incident management and system maintenance. Manage, coordinate, and implement software upgrades, patches, hot fixes on servers, workstations, and network hardware.
Enterprise Infrastructure Modernisation
- Drive advances in technologies and architectures to increase the value delivered by technology and digital capabilities, either through improvements to the efficiency of technology environment or through those that reduce the total cost of technology operations. Recommend and participate in activities related to the d sign, development and maintenance of the digital capabilities within the enterprise architecture.
Technical Developments Recommendation
- Discuss and recommend more complex or innovative technical developments to improve quality of the website/portal/application software and supporting infrastructure to better meet business needs. Engineering of systems administration-related solutions for various project and operational needs.
Information Security
- Lead in detecting and analysing security incidents including attacks, breaches, and identified vulnerabilities and remediate any security gaps in line with the security incident management procedure. Implement security procedures, as directed by security team.
Enterprise Architecture
- Contribute to architecture viewpoints that articulate business requirements. Maintain best practices on managing systems and services across all environments. Provide input on ways to improve the stability, security, efficiency, and scalability of the environment. Optimise and maintain performance, housekeeping, availability, serviceability, and recovery. Ensure system availability, functionality, integrity, and efficiency, and maintain system configuration and documentation.
Analysis of "As Is" and "To Be"
- Document complex "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record a curately the change required. Collaborate with other teams and team members to develop automation strategies and deployment processes.
Horizon Scanning
- Explore and develop a detailed understanding of external developments or emerging issues and evaluate their potential impact on, or usefulness to, the organisation.
Feasibility Studies
- Conduct feasibility studies from a technological and organisaional perspective and document findings to complete cost-benefit analysis on implementing changes to business processes, products, or business unit structure.
Operational Compliance
- Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.
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.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Linux certifications (RHCT, RHCE and LPIC) (Essential); Bachelor's degree in Computer Science, Information Systems, or similar relevant degree (Advantageous) (Required)
Experience
- 8 to 10 years’ experience in Linux technologies (Essential); Previous working experience as a Linux Administrator for 3-5 years' (Essential); Extensive Kubernetes and Docker experience (Advantageous)
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Job Purpose
- Develop, execute and maintain effective Media and Channel integration strategies across all advertising channels in order to meet annual A&G and
- Virseker targets, build brand presence and drive future business growth, with
- consideration for brand positioning and meeting Group Marketing Media and Channel performance objectives
Responsibilities
Functional Strategy Formation
- Lead the development and implementation of the Media and Channel Integration strategy for a business area or significant function, anticipating mega-trends and complex challenges and opportunities, and ensuring integration within the wider corporate strategy. Contribute to the definition of the digital marketing strategy and plan by providing input regarding the implementation of initiatives.
Leadership and Direction
- Identify and communicate the actions needed to implement the Media and Channel Integration strategy and A&G and Virseker brand plan within Group Marketing; 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.
Marketing
- Oversee a particular area, product or service within the larger marketing strategy. Involves managing development and delivery. Ensure effective creation, implementation and maintenance of Media and Channel Integration A&G and Virseker brand strategy launches to achieve optimal return on investment and Brand presence. Ensure the overall Media Channel analyses on an on-going basis to ensure delivery of campaigns at an optimal P-factor.
Budgeting & Costing
- Manage budget plans for a department. Could involve development and delivery. Ensure Media and Channel Integration budgets are optimised to deliver against business objectives.
Brand
- Oversee the Media and Channel Integration strategy within the larger A&G, Virseker & Partnerships brand strategy. Involves managing development and delivery.
Stakeholder Engagement
- Identify and manage stakeholders up to C-suite level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Responsible for the Media and Channel Integration strategic management and implementation of strategies through collaboration with key internal stakeholders such as Marketing Managers, in order to achieve the A&G and Virseker objectives.
Customer Relationship Management / Account Management
- Develop and implement relationship management plans to identify and build relationships with relevant decision makers and influencers both within the customer organisation and within the market to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified stakeholders to ensure their needs are met and the relationship is maintained.
Contract Management
- Manage a portfolio of contracts and negotiate service level agreements. Will also plan, coordinate and supervise activities relating to major contracts. Achieve effective generic media buying and management through building long and short-term media partner relationships.
Continuous Improvement
- Lead the review of existing operations and the implementation of innovation processes across the department or sub-function to ensure the required continuous improvement outcomes are delivered. Keep up to date with developments in the market in order to identify, explore and possibly implement Media innovation and improvement.
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.
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. Execute enablement strategies encompassing market segmentation, digital experience, product mix and positioning, channel optimisation and efficiency and analytics to achieve or exceed defined business goals.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); A relevant 3 year Business related degree / diploma in a Commerce or related discipline such as Marketing, Media or Advertising (Essential)
Experience
- 8 - 10 years' experience in Media or Channel Strategy environment (Essential); Experience within the financial services industry (Advantageous). 3 - 4 years' experience within a management role (Essential)
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/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification (Advantageous)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
go to method of application »
Job Purpose
- Reviewing, vetting and endorsing decisions on all claim types handled in the claims operational area to control associated claims cost, efficiency and risk controls associated with claims decision making.
Responsibilities
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 from a supervisor or manager for any exceptions from mandatory procedure.
- Check claims put forward for decision or amendments to original decision as well as all other supporting decisions taken throughout the claims process by adherence against the required standard.
- Identify trends of non-adherence to specific rules and guidelines.
- Escalate disputed recommendations to the Quality of Decision Making Specialist for dispute resolution purposes.
- Uphold agreed service level agreements (set turnaround times) to ensure customer satisfaction and retention.
Data Collection, Analysis, Insights and Reporting
- Collate and analyze data using pre-set tools, methods and formats. Involves working independently.
- Extract and combine data to generate standard reports.
- Report trend findings to Manager Risk and Decision Making.
- Evaluate the effectiveness of rules, guidelines and processes application.
- Keep record, measure and track performance agreed standards to inform decision making in the relevant area of responsibility.
- Request additional validation on claims to enable the approval or denying of claims.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
- Make recommendations for implementation on continuous improvement opportunities pertaining to rules, guidelines and processes.
Recommendations
- Provide information and clarification on existing procedures, processes and precedents.
- Provide final sign off and endorsement of decisions put forward.
- Provide detailed input to line managers to enable coaching initiatives.
Stakeholder Engagement
- Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.
- Provide support and assistance to claims processors on complicated or unusual claims.
- Effectively build, maintain and manage relationships with internal colleagues.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); FAIS recognised qualification (Essential)
Experience
- 2 or more years claims administration and validation experience in a claims department within the short-term insurance industry (Essential); 1 or more years experience in a claims decision making role within a claims department within the short-term insurance industry (Advantageous); 1 or more years experience working with internal claims operating systems (Advantageous).
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Job Purpose
- Manage supplier relations, data analysis, service and customer retention strategies as well as system changes and enhancement while ensuring cost efficiencies are maintained. Performance management of the suppliers.
Responsibilities
Supplier Management
- Monitor, review, and highlight any gaps in the performance of a portfolio of smaller suppliers to recommend and ensure delivery of improvements by suppliers or to renegotiate or change contract/supplier.
- Conduct impact analysis in accordance in line with procurement processes when new suppliers are on boarded.
Continuous Improvement
- Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered.
- Analysis and interpretation of procurement data and statistics in order to identify cost and service efficiencies.
- Provide analysis of performance reports to internal and external stakeholders.
- Ensure tools and systems are aligned to best practice and to the supplier strategy.
- Continuously drive to enhance the customer experience through our suppliers.
Stakeholder Engagement
- Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Building and maintaining relationships with internal and external stakeholders.
Supply Planning
- Execute planning activities within a defined framework/system with dependencies on other processes/units.
- Review demand from operations, enablement, business, customers and applicants against current supply and supplier strategy.
Contract Management
- Deliver required outcomes by coordinating activities of subcontractors and suppliers and acting as a primary point of contact for them while working within an established contract management plan.
- Manage relevant supplier’s service level and agreements from end to end and in accordance with relevant processes.
Sourcing
- Collect and collate information on the key cost drivers, market dynamics and issues, areas of innovation, and alternative suppliers for more senior colleagues to provide solid market information for decision making.
Contract Requirements
- Identify trends, summarize findings, and give feedback on existing contract performance, and provide as input to new contract processes for negotiations/renegotiations.
- Report on cost incurred versus supplier services provided and escalate accordingly in order to influence decision making.
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 understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
- Develop an in-depth understanding of suppliers and their interactions with our customers.
- Conduct research and industry practices.
Information and Business Advice
- Provide specialist guidance on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.
- Investigate root causes of complaints and make recommendations in terms of possible suitable solutions.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); University Degree or Diploma in Supply Chain Management or Distribution (Advantageous) (Required)
Experience
- 3 - 5 years work experience in the Insurance Industry (Essential)
- 3 - 5 years work experience in Supply Chain Management (Advantageous).
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Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
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) (Required)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
go to method of application »
Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
go to method of application »
Job Purpose
- Achieve sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers.
Responsibilities
Customer Relationships Development
- Connect and make calls (by telephone or in person) to allocated customers to develop new relationships, develop rapport and ensure positive customer experiences at all times.
Customer Management (External)
- Effectively manage inbound and outbound contacts from start to finish with customers, regardless of the data distribution channel. Help manage clients by carrying out standard activities. Deliver efficient customer service levels through effective call management. Deliver the TIH Service Way through personal effort and through others.
Customer Needs Clarification
- Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. 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.
Performance Management
- Prioritise own workflow and achieve operational requirements and service delivery through effective time and attendance management. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales and lead targets etc).
Customer Relationship Management (CRM) Data
- Schedule follow-up actions 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.
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.
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 products and relevant technology, external regulation, and industry best practices through ongoing education.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)
Experience
- 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential);
- 1 to 2 years contact centre experience (Essential);
- Knowledge of Short term or Long Term Insurance industry (Essential).
go to method of application »
Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
go to method of application »
Job Purpose
- Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.
Responsibilities
Customer Management (External and Internal)
- Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
Customer Needs & Analysis
- Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
Up-sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
Correspondence
- Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
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.
Administration
- Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
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 industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Operational Compliance
- Work according to an assigned schedule.
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service or Sales certificate/or related qualification (Advantageous)
Experience
- 2 or more years customer service experience (Essential); 1 year call centre experience (Advantageous).
go to method of application »
Job Purpose
- Perform a threefold chain of work for Internal Customers at all three levels -Operational, Tactical and Strategic - as required. Conduct Investigation, Analysis and Description. Investigate and analyse on request Business ideas, needs and problems, and utilise frameworks, syntaxes and standard methods to perform descriptive work. Develop models, processes, documents and reports to ensure efficiencies.
Responsibilities
Stakeholder Engagement
- Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Maintain fulfilment relationships and translate discussions between business and fulfilment areas
Business Requirements Identification
- Elicit complex business requirements using a variety of methods such as interviews, document analysis, workshops, and workflow analysis to express the requirements in terms of target user roles and goals.
- Describe Business Requirements, processes and data in an agreed format and following agreed methods.
Needs Assessment
- Uncover emerging issues or needs, identifying potential causes, barriers and key stakeholders as well as related issues.
- Analysis of "As Is" and "To Be"
- Document complex "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required.
Continuous Improvement
- Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered.
- Identify shortcomings in processes, systems and procedures, and develop solutions to problems within an assigned unit or discipline with assistance/ guidance from senior colleagues or Manager.
Business Case
- Manage the delivery of feasibility and assessment work for proposed and current projects to contribute to the development and continuous review of business cases.
- Influence discussion about solutions, projects and initiatives based on analysis of relevant business domains.
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 understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Business Analysis, Grade 12 or SAQA Accredited Equivalent (essential)
Experience
- 3 - 6 years BA experience (Essential); 3 years general experience with exposure to complex systems and procedures (Essential) Experience working in an Agile environment using Agile principles and methodologies (Essential).
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Job Purpose
- Design user interface and the visual and user-experience elements of digital products through research, testing and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.
Responsibilities
Design and Conceptualization
- Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions.
Customer Experience Mapping
- Perform and implement techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles. Advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer Needs/Experience Research
- Complete research and analyse data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Product and Solution Development
- Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.
Internal Client Relationship Management
- Build effective working relationships within the internal client organisation, delivering high-quality professional services with guidance from senior colleagues.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
Customer Experiences Implementation
- Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
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
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)
Experience
- 3 or more years UX/UI design experience (Essential); Experience in the Financial Services industry (Advantageous).
go to method of application »
Job Purpose
- Design user interface and the visual and user-experience elements of digital products through research, testing, planning and iteration. Translate high-level requirements into interactivedesigns, and transform th em into attractive, intuitive, and functional user interfaces.
Responsibilities
Design and Conceptualization
- Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions using Brand CI.
Customer Experience Mapping
- Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Customer Needs/Experience Research
- Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
Product and Solution Development
- Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.
Internal Client Relationship Management
- Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
Improvement / Innovation
- Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
Customer Experiences Implementation
- Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
Personal Capability Building
- Act as subject matter expert in an area of expertise. 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
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential) (Required)
Experience
- 5 or more years UX/UI design experience (Essential); Experience in the Financial Services industry (Advantageous).
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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.
Operational Compliance:
- Identify and report potential risks or inadequate controls related to compliance or operational risks
- Champion a culture of risk and compliance across the division
- Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
Method of Application
Use the link(s) below to apply on company website.
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