Current Vacancies at Hollard Insurance

Role Objectives:

• To ensure that sufficient information is sourced in order to allocate claims correctly.To ensure a World Class experience in terms of Customer Service i.e. Continuous improvements.

Key Responsibilities:

• Establish and Review merits of a claim
• Acknowledge receipt of claim towards broker / direct client
• Determine whether a third party or recovery and segment accordingly (Recovery / Liability)
• Identify feasible recovery matters to be handed to recovery area and non feasible.
• Ensure that information according to liability requirement management rules are sourced prior to matters being handed to the liability product line
• Check that all the required information is on file (quantum, merits, claim form, info obtained aligned with requirement management).
• Utilise external resources in order to obtain critical information
• Complete system notes appropriately (Detailed and comprehensive claims log notes)
• Identify and recommend areas / ways to improve processes.
• Use appropriate tools to track the use of time of resources, money, materials or equipment.
• Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation
• Be aware of capacity building initiatives (i.e. development programmes, training, mentorship, coaching
• Align own behaviour with the organisation culture and values
• Actively participate in own professional development and career path.
• Manage expectation of broker / direct client
• Improve service though value adding broker service
• Provide customer services in line with quality and performance standards
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party

Required Knowledge and Experience    

• Minimum 1-2 year experience in Office administration
• Call Centre experiencewillbe beneficial
• Educational Requirements    
• Matric or equivalent
• Legal / Para Legal Degree / Diploma advantageous

Closing Date    
2023/05/12

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Role Objectives:

• The Third party Negotiator will manage the end-to-end negotiation and settlement of Third Party Claims, pre litigation by ensuring operational efficiencies and quality service delivery.  Strive towards service excellence.

Key Responsibilities:

• Process all Third Party claims in order to secure a successful liability ratio, Productivity and superior Customer Service are shown.
• Finalise claim as per standard – Update log – Update broker – Finalise on BPM and financial system
• Collaborate and work closely together with others thereby leveraging constructive team dynamics and innovation
• Align own behaviour with the organisation culture and values
• Achieve own performance objectives
• Actively participate in own professional development and career path.
• Proactively ensure use of time, of resources, money, materials or equipment is in line with policies and procedures.
• Build positive customer relations and solve or escalate customer queries and complaints
• Gather feedback on customer satisfaction and report to the relevant party
• Identify and recommend areas / ways to improve processes.
• Required Knowledge and Experience    
• 3 years’ Short-Term Insurance Motor Third Party Claims experience
• Time Management & Prioritising
• Identifying and Solving Problems
• Making Decisions, Weighing Risks
• Thinking Clearly & Analytically

Educational Requirements    

• Matric
• Appropriate Insurance Qualification
• Paralegal / Legal will be an advantage

Closing Date    
2023/05/12

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• The Scrum Master will be required to work on multiple projects and teams concurrently and manage his/her time effectively. They will be responsible for enforcing the rules of Scrum, removing impediments from their team while promoting self-management and constantly improving our standards of work. A friendly outlook on life with a can-do attitude.

General

• Facilitating getting the work done without coercion, assigning, or dictating the work;
• Facilitating discussion, decision-making, and conflict resolution;
• Ensure all deliverables are delivered on time, within budget, scope and quality (meeting Hollard’s quality guidelines and standards).

Stakeholder Engagement & Communication

• Serve as liaison between product owner, technical and non-technical departments;
• Communicate with other teams e.g. developers, product owners and technical support specialists on product issues;
• Escalate unresolved impediments to IT Management/Project Office to gain traction;
• Communicate Sprint Retrospective actions to management when needed.

Development

• Organize and facilitate project planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Scrum-related meetings;
• Plan and run the various sprint ceremonies for multiple teams;
• Track and communicate team velocity and sprint/release progress;
• Ability to find opportunities and makes recommendations for Process Improvements, maintain Jira/Dev Ops Boards;
• Ensure the development teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility.

People leadership

• Participate proactively in developing and maintaining team standards, tools, and best practices;
• Identify and remove impediments or guiding the team to remove impediments, prevents distractions;
• Facilitate discussion and conflict resolution;
• Empower the team to self-organize;
• Assessing the Scrum Maturity of the team and organization and coaching the team to higher levels of maturity, at a pace that is sustainable and comfortable for the team and organization;
• Building a trusting and safe environment where problems can be raised without fear of blame, retribution, or being judged, with an emphasis of healing and problem-solving;
• Guiding the team and organization on how to use Agile/Scrum practices and values to delight customers;
• Guiding the team on how to get the most out of self-organization.

Teamwork

• Build and maintain meaningful relationships with stakeholders;
• Coach and mentor peers/juniors;
• Assisting with internal and external communication, improving transparency, and radiating information;
• Supporting and educating the Product Owner, especially with respect to grooming and maintaining the product backlog;
• Providing all support to the team using a servant leadership style whenever possible and leading by example;
• Guiding the team on self-organizing to fill in the intentional gaps left in the Agile/Scrum frameworks.

Required Knowledge and Experience    
Required Experience

• 3 years Scrum Master experience preferably within Financial Services/Insurance Industry;
• Experience playing the Scrum Master role for at least 3 years for a software development team that was; diligently applying Scrum principles, practices, and theory;
• 3 or more years within a mature PMO environment;
• Must have working experience with cross-functional teams spread across multiple products and locations;
• Experience in the Life Insurance industry preferred.

Required Knowledge and Skills

• Thorough understanding of Agile software development methodologies, values, procedures and SDLC;
• Strong leadership, conflict resolution, analytical and problem solving skills;
• Self-motivated and capable of managing multiple priorities and tasks as delegated;
• Team-player with the ability to work within a collaborative environment;
• Excellent communication & interpersonal skills, ability to work with diverse personality types collaboratively;
• Ability to coach the team to reach their highest potential;
• Creative and efficient in proposing solutions to complex, time-critical problems;
• Ability to deal with multiple projects and deadlines;
• Strong analytical and problem-solving skills with a high attention to detail;
• Good skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution; continual improvement, empowerment, and increasing transparency;
• Good presentation skills.

Educational Requirements    

• Matric;
• Certified Scrum Master;
• First level Scrum Master certification (CSM, PSM I);
• Project Management qualification an advantage;
• Bachelor’s Degree in Information systems, Computer systems design, Computer science, or equivalent.

Closing Date    
2023/05/12

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Job Advert Summary    

• The Senior Manager: Proactive: Prevention and Detection, delivers Financial Crime Risk Management services across the Group FCRM value chain.  This role includes support to investigations, remediation, underpinned by an effective governance model, with a specific focus on prevention and detection.

Required Knowledge and Experience    
Key Responsibilities:

Prevention

• To oversee and manage teams to deliver an effective and efficient Financial Crime Prevention service within the agreed Financial Crime Prevention plan.
• Design, develop & implement Group-wide strategies and methodologies for financial crime risk awareness & training, marketing and communications and Fraud Risk Assessments/ Combined Assurance Reviews.
• To ensure the development & implementation of Group-wide training & awareness.
• To ensure FCRM awareness through marketing and communication initiatives to Hollardites on an ongoing basis and during dedicated times, example, International Fraud Awareness Week.
• To ensure the promotion of reporting mechanisms to internal and external stakeholders, example clients, suppliers.
• To ensure the development of regular financial crime related articles and communicate to Hollardites through identified mediums.
• To oversee and manage the development of a Group FCRM website to promote financial crime related articles.
• To oversee and manage teams to deliver on Financial Crime Risk Assessments, Combined Assurance Reviews, Financial Intelligence Centre (FICA) Reviews and process and control reviews as per a Financial Crime Risk based approach and approved methodology.
• Effective stakeholder management.

Detection

• To oversee and manage teams to deliver an effective and efficient financial crime detection service within the agreed financial crime detection plan.
• To ensure the development and implementation of a detection matrix to drive detection initiatives, following a risk-based approach.
• To ensure the development, enhancement and implementation of detection processes, procedures and controls.
• Support the enablement of technologies common across the FCRM functions, example Case Management System (CMS).
• To ensure the extraction and collation of accurate and concise Management Information (MI) and statistics for internal and external reporting.
• To ensure the development and maintenance of continuous monitoring for financial crime risks relating to internal staff across the Group and Central Units.
• To assist in the search and seizure of electronic devices for the purposes of investigation across the Hollard Group.
• To provide end-to-end computer forensic scanning examinations, in relation to internal and staff investigations. This may also include reporting on results, leading evidence in formal disciplinary hearings and/or criminal prosecutions.
• Support data reviews in line with internal staff investigations and/ or proactive reviews for deliverables managed by Group FCRM.
• Effective stakeholder management.

Staff Management

• To manage and guide Prevention and Detection specialists according to the agreed deliverables and methodology.
• To carry out one-on-one reviews of Prevention and Detection initiatives of team members and provide support and oversight on BU initiatives.
• To review and manage project reports and Group Committee reports to key stakeholders on Prevention and Detection initiatives.
• To support the development plans of team members, maintain skills matrix, perform administration of leave, performance management process and related human resource requirements.

In addition to the core function of Financial Crime Prevention and Detection, the Senior Manager: Prevention and Detection may be required to function to support other roles within the Group FCRM team including investigations, remediation, and governance.

Required Skills & Knowledge

• Basic knowledge of the laws of Criminal Procedure and Evidence gathering;
• Basic knowledge of proceeds of Crime, Money Laundering, Corruption, Electronic Communications and Cyber Fraud and related legislation;
• General business comprehension and acumen;
• Analytical skill to navigate analytic tools such as ACL, IDEA, IBM, Qlikview etc.;
• Advanced investigative interviewing skills
• Report writing;
• Problem analysis;
• Advanced communication skills (written and verbal);
• Presentation skills;
• Computer literacy (Microsoft Office);
• Conversant in diverse South African languages as advantage;
• Management of internal and external stakeholder relationships; and

Required Experience

• Seven (7) years financial crime risk management experience.
• Two (2) years management experience.
• Financial services experience.

Educational Requirements    

• Legal / Business/I. T/Risk Management/Forensics/Audit Degree and/or equivalent tertiary qualification, relevant for this position.
• CFE (International) or intention to study towards the qualification. 

Closing Date    
2023/05/11

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Role Objectives

• Create operational efficiencies in utilisation of management information systems, data management and reporting. Develop statistical information reporting formats and dashboards. Builds and enhances data. Create new processes and templates for data collection and storage. Required to translate complex data and/or instructions into meaningful outcomes. Required to interpret data and provide meaningful recommendations to the business. Collate statistical information. Integrate data into daily, weekly and monthly reports.

Key Responsibilities

• Conduct quality audits of service calls, business processes and transactions as well as the management operation systems.
• Review claims in respect of adherence to processes and decision making. Identify and recommend solutions to possible risks within the claims processes and or decision making.
• Perform complex data analysis in support of ad-hoc requests. Collecting, analysing and interpreting data
• Effective management of data. Use data mining tools to identify patterns in the data
• Enhance existing databases. Information Administration
• Collate statistical information from various sources / systems / databases
• Develop statistical information, reporting formats and dashboards development.
• Integrates data into daily, weekly and monthly reports.
• Automate data management and reporting utilising existing systems, e.g. Excel, Powerpoint, SQL, Purple Heron, TIA Grail, QlikView, SPM etc. Identify risks to the company and escalate accordingly   
• Dealing with client requests in a competent, efficient and professional manner
• Support effective teamwork. Quality control checks
• Relationship management: Working with and support the claims teams in the regional offices as well as managing relationships with Suppliers and Service Providers
• Continuous Process Improvement: Ensure full compliance to all processes, policies and procedures and identify areas for improvement.
• Employee Growth: Take responsibility for your own career growth and have regular discussions with the relevant role players. Conduct quality audits of service calls, business processes and transactions as well as the management operation systems.
• Participate in special assignments on various project teams as determined by Management.
• Monitor business units to ensure service level agreements both internally are being met and managed, and give the necessary feedback in terms of process gaps identified.
• Assist in the development of quality control measurements, audit sheets and process changes in line with business requirements.
• Review and analyse data and documentation and business processes, and identify opportunities through trends and analysis for continuous improvements and prepare reports to communicate to business units. Direct the investigation and resolution of customer complaints through the business units to ensure full response and continuous control over service, and product delivery. Maintain working knowledge of Standard Operating Procedures and Processes, along with performance goals and objectives and apply such knowledge to evaluation and analysis of service activities.
• Assist with identifying required coaching and or training for business units to ensure continuous improvement and full adherence to business process. Actively live the Hollard Insure values

Required Knowledge and Experience    

• Minimum 5 Years’ in Commercial and Personal lines claim environment
• Computer experience within a proficiency in Microsoft Office, particularly MIS Excel and SQL, Powerpoint.
• SPM, Indlela, Purple Heron, Qlikview is an advantage
• Advanced Excel and sound knowledge of various system

Educational Requirements    

• Matric/Grade 12
• Insurance qualification or equivalent/Diploma
• RE5/FAIS Compliant

Closing Date    
2023/05/08

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Role Objectives

• This role will be responsible to formulate Insure’s Digital strategy and drive the implementation ensuring that we build a digital capability for our intermediated Broker and Partner community

Key Responsibilities

• Formulate Insure’s Digital strategy
• Collaborate with relevant stakeholders in bringing the Business Architecture input into the Digital strategy
• Co-ordinate Insure’s digital initiatives and align to strategy
• Communicate the roll out implementation and change plan and associated road map in the adoption of digital technologies across Insure
• Ensure that the execution of the strategy is in alignment with our Groups overall Digital aspirations
• Lead the process to set and agree targets for the Yellowoods Digital Maturity Score and to co-ordinate the process to measure Insure against the Yellowoods Framework once a quarter
• Research products, services, to identify new opportunities whilst ensuring alignment to digital strategy to enable a more efficient and automated service delivery
• Manage the budget associated with the Digital project, report on and propose risk mitigation for identified risks
• Develop and maintain effective relationships with key stakeholders
• Lead the development, improvement and modification of Insure’s digital systems
• Lead the implementation of our DevOps journey
• Lead the implementation of our automation journey, RPA, ML and AI
• Keep abreast of Industry and technological changes in the digital space
• Lead and co-ordinate the feature teams that will deliver digital related projects

Required Knowledge and Experience    

• Minimum 8 years’ experience in online Digital , Data and IT Architectural systems
• Financial services experience specifically in Short Term Insurance
• Cloud (Azure or AWS), Integration/API, Digital Systems Experience & an understanding of Digital Technologies
• Vendor Management

Educational Requirements    

• BSc IT
• Relevant Digital qualification

Closing Date    
2023/05/12