Current Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

• Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

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); Commercial/Business Insurance and STI insurance experience (Advantageous).

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Job Purpose

• Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

Responsibilities

Customer Management

• Help manage customer by carrying out standard activities to complete the customer request. Building and maintaining relationships with dependencies (for example; Loss Adjusting, Towing etc) to help assist with customer's communication.

Data Collection & Analysis 

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.

Work Scheduling and operational compliance 

• Organize own work schedule in order to get the job done, coordinating with support services and completed work within TAT.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external).

Document Management

• Create, organize and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers.

Up-sell Customer Propositions

• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional cover.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing (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.

Education

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

Experience

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

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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 gather relevant information to assist in resolving customer requests.

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 customized responses (internal and external).

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.

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 certificate/or related qualification (Advantageous)

Experience

• 2 or more years customer service experience (Essential); 1 year call centre 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

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

Experience

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

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Job Purpose

• Establish and drive strategic direction and execution of the data, campaigns and reporting enablement for the VAPS channels and products. Manage the optimal use of data for all Value Added Product campaigns and data (sales, collection, retention, service, admin and marketing). Track, influence, provide solutions and escalate any factors that might affect performance. Provide input to the rules determining contact data use and monitor controls and measure adherence to those rules.

Responsibilities

Campaign and Reporting Strategy

• Make recommendations to improve reporting and analytics systems and platforms, contributing to the continuous improvement and refinement of Channel,  data, campaigns and analytics strategy.

Stakeholder Engagement

• 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.

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.

Operations Management

• Oversee an functional area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both). Supervise others working within established data systems.

Project 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.

Information and Business Advice

• Provide specialist advice on the interpretation and application of analytics systems, policies and procedures, resolving complex or contentious queries and issues and enabling others to take appropriate actions.

Campaign Governance

• Ensure project compliance with the organisation's wider program and/or portfolio management decision-making structures and processes.

Data Collection & Analysis

• Use, coordinate and advise on the use of data from a wide range of sources to analyse key themes and identify possible impacts on the business.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. 

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

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.

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

• Relevant Degree/Diploma (Essential)

Experience

• 6 or more years' experience in Campaign Management (Essential); Knowledge of Diallers (Essential); Knowledge of Operations and Marketing (Advantageous); Short Term and Long-Term Industry experience (Advantageous); Experience in dealing with multiple stakeholders (Advantageous). 3 to 6 years' experience in planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

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Job Purpose

As per the Job Profile
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, create, and modify general computer applications software or specialized utility programs. Analyze user needs and develop software solutions. Design software or customize software for client use with the aim of optimizing operational efficiency. May analyze and design databases within an application area, working individually or coordinating database development as part of a team. Provide development and investigative support to relevant stakeholders.

Responsibilities

Applications Software Maintenance

• Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.

Customer Support

• Carry out a range of customer support activities, including handling customer cases and enquiries that are more complex or outside the norm.

Application Software Development

• Contribute to development of existing and new applications by analyzing and identifying areas for modification and improvement. Contribute to development of new applications to meet customer requirements.

Testing IT Performance

• Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.

Improvement / Innovation

• Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.

Information Security

• Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.

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. Continue to learn new languages/technologies.

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.

Education

• School Grade 12  (Required)

Experience

• 1 -2 years' experience using the relevant programming language or technologies (Advantageous) Previous experience with a financial services environment (Advantageous).