Current Vacancies at Hollard Insurance

Job Advert Summary    
Job-specific Responsibilities

• Management of Customer Services Consultants by allocating daily tasks and responsibilities and ensuring that the team operates optimally and efficiently.
• Define standardised processes to fulfil non-risk policy changes and enquiries across books of business.
• Manage the execution of efficient policy changes and enquiries processes and procedures to ensure policyholder requests are fulfilled within agreed timeframes, quality standards and policyholders are kept informed at all times.
• Develop customer service and business process
• Effectively manage time and ensure optimal productivity.
• Ensure policyholder information is captured accurately and timeously.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance customer service delivery and ensure policyholder expectations are managed.
• Embed the Treat Clients Fairly outcomes in the customer services environment.
• Actively manage the customer satisfaction index and net promoter scores to ensure the satisfaction of policyholders, thus enabling Hollard to become the Country’s Favourite Insurer.
• Performing quality review on policy changes and enquiries in compliance with audit requirements and quality standards.
• Analyse and report on the status of customer service.
• Identify and implement plans to enhance or improve customer experience and fair treatment of policyholders.
• Identify knowledge base to equip Customer Services Consultants to adequately respond to simple enquiries.
• Coach and guide the Customer Services Consultants to effectively use the policy changes and enquiries interactions to improve policyholder retention.
• Encourage innovation, change agility and collaboration within the team.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesion.

Generic Responsibilities

• Representing Senior Manager – Front Office at meetings (internal & external) when required relating to Policy Services related matters.
• Assisting Senior Manager – Front Office with the budget process.
• Conducting of Performance reviews of direct reports every 6 months and ensuring that discussions include but not limited to: performance, discipline, career planning etc.
• Ensure that a career plan is implemented for each direct report and that such is maintained and revisited on a half yearly basis.
• Ensure compliance with relevant legislation (FAIS, TCF, etc.).
• Assisting with special projects when called upon.

Required Knowledge and Experience    

• Life Insurance experience. Comprehensive knowledge of long-term insurance principles, TCF, POPIA, and PPR
• Life Insurance product knowledge: various policy wordings, business rules, etc
• Experience managing a customer service environment in the financial services industry
• Technical understanding of insurance law and claims management principles
• Organisational knowledge and understanding – an advantage
• Legal knowledge and understanding – an advantage

Educational Requirements    

• Post matric studies is an advantage.
• COP , RE 5 or similar an advantage

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Role Objectives

• To establish quantum of damaged vehicles for example fire damaged accident damaged and or stolen and recovered vehicles that have damages. Suggesting the final costing for either repairing the vehicles and or suggesting uneconomical to repair whichever is most cost effective. Manage repair process and ensure and end to end facilitation, from point of conducting assessment and establishing a fair and reasonable repair cost, to quantifying additional and further managing and auditing final repair costing, to ensure financials are in order. Protect Hollard from being over exposed from a risk management point of view.
• Cost containment of motor book. Drive motor culture. Implement head office protocols – Parts Sourcing, salvage process. To contribute to the growth and profitability of Hollard by accurate risk assessment. Enhance the image of the company through the continuous delivery of efficient and effective customer service. Foster effective relationships with supply chain partners. Technical support to branches and brokers through the supply of accurate information to ensure the most informed decision can be made by business.

Key Responsibilities

• Technical expertise: Assessment of damaged vehicles, determining what repairs are necessary, authorisation of repair work and ensure that all invoices received are relevant.
• Responsible for the authorisation of suitably costed repair estimates in line with agreed rates, methods, and timings. Where initial estimated costs cannot be agreed, negotiate revised costs and methods in the best interest of the customer.
• Appoint repairers according to Hollard’s preferred Motor Body Repairer panel and execute BEE strategic requirements.
• Conduct constant work in progress audits at repairers to manage and check whether repair allowances are being followed through by appointed repairer.
• Key deliverables and measurements: Average Repair Cost, Total Cost of Claim, Repair % against sum insured value, Total Cost % against sum insured value, Average w/o cost, w/o ratio %, parts ratio %.
• Support the reduction of 'vehicle off road' time by challenging methods and processes to ensure customer inconvenience is minimized.
• Promote the fair treatment of customers in decisions and actions undertaken.
• Adherence to system procedures and requirements.
• Take accountability for decisions made and always ensure any action taken is followed through with effective communication to the relevant stakeholders and pro-activeness in terms of Service Delivery, according to the Hollard Way
• Ensuring at all times TCF is adhered to through having the necessary discussions with the respective clients.
• Evaluate risk and management of risk; quantum; work in progress; final costing; vehicle substitution; quality assurance.
• Partnership management: Build strong relationships with role players in partnership agreements and ensure adherence to partnership agreements. Interact frequently with colleagues, brokers, MBR and the insured in a professional manner.  Ensure SLAs are observed.
• Assessment reporting: All assessment reports to be completed within timeframes stipulated in service level agreements i.e., 48 hours turn-around time
• Innovation: Ongoing research into issues affecting motor at Hollard. Participate with senior management in initiatives around product development, processes, policy, and strategy.
• Branch support: Local branch support in terms of technical aspects of claims.
• Continuous Process Improvement: Ensure full compliance to all processes, policies and procedures and identify areas for improvement.
• Reporting: Produce required reports timeously including detailed analysis thereof.
• Recordkeeping: To be kept up to date at all times.
• General: When required perform any other duties necessary for the operational effectiveness of the company that is within your ability and scope.
• Customer service: Maintain a high level of service to customers (internal and external) according to service level agreements and within the service standards as set by the company. Promote the fair treatment of customers in decisions and actions undertaken.
• Effective and timeous communication: Communicate in a professional manner with internal and external parties and respond to queries within 24 hours.
• Variance Management: Adhere to standards set by Hollard. Provide action plans and follow up with corrective actions to all variances.
• Employee Growth: Take responsibility for your own career growth and have regular discussions with the relevant role players. Keep abreast of relevant regulation pertaining to risk management.
• TCF: Ensure that customers are treated fairly.

Required Knowledge and Experience    

• Three years’ experience of accident damage repair estimating required.
• Experience of discussing repair methods and times with supply chain partners and have market credibility.
• Knowledge of commercial and industrial short-term insurance including:
• Risk management
• Claims procedure
• Insurance terminology
• Underwriting procedure (ability to interpret policy wording)
• Reinsurance and treaties
• Product knowledge
• Abuntex licence/ certificate and experience on the system essential

Educational Requirements    

• Matric
• Relevant tertiary qualification advantageous

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Job Purpose

• To compile and analyse the scheme management accounts for performance cells and to report on those management accounts that are compiled/analysed to partners and other stakeholders (e.g. Finance Business Partners, Divisional CFO, General Managers and External Partners/Finance Heads).

Key Responsibilities

• Timely preparation of management accounts
• Manage the budget process for the division/partner
• Timely preparation of balance sheet reconciliations
• Assist with defined ad hoc projects according to business needs
• Analysis of divisional expense variance reports
• Responsible for posting journals and assisting with monthly reconciliations
• Assistance in the management of day to day activities of the finance reporting function
• Timely and accurate preparation of allocated scheme Income Statement and Balance Sheet stats
• Each accountant is responsible for a portfolio of schemes
• Monthly timely preparation of management accounts for these responsible schemes
• Co-ordination between Performance heads/ GMs /Principals on obtaining information
• Monitor daily cash balances and prepare top-ups
• Prepare daily payments requisitions
• Prepare monthly reconciliations between sub-ledgers and main ledger
• Attend internal/external meetings to present these results
• Attend to queries relating to the responsible schemes
• Monthly analysis and reporting on variance reports and scheme results, provide explanations on these variances on a monthly basis
• Continuous liaison with, and support of, the client relationship managers and business partners (where necessary/requested)
• Preparation of scheme budgets and forecasts for schemes responsible for
• Be able to prepare budgets and forecasts for schemes
• Review the prepared budgets and forecasts
• Provide analysis and explanations on the prepared budget and forecasts
• Be able to provide valuable input and challenge business on the assumptions
• Ensuring compliance with accounting practice applicable to insurers, good governance and risk management practice, as well as laws and regulations
• Understanding and application of insurance related technicalities e.g. Insurance ratios, insurance reserving and other governance and risk management practices
• Continuous improvement of accounting and reporting processes in line with partner needs, Group accounting needs and overall business objectives and principles
• To assist with defined ad hoc projects according to business needs
• Planning and support of the year-end audit process
• Provide good audit working papers
• Assist auditors in their audit by providing explanations/ supporting document
• Be able to maintain ‘clean’ scheme accounting and no audit issues arising from schemes responsible for
• Assist internal/external auditors with query resolution
• Attendance at partner meetings
• Ad hoc responsibilities when they arise that are Finance related

Required Knowledge and Experience    

• A minimum of 4 years or relevant experience
• Some Insurance industry experience would be an advantage

Preferred/ Advantageous 

• if 2 years of experience in insurance accounting
• Knowledge of accounting packages, systems and controls including budgeting, understanding of Line of business systems and their integration into the accounting system
• IFRS and International accounting standards
• Some knowledge of FSB and related insurance industry general information
• Knowledge of systems and controls,
• Exceptional business acumen and broad business knowledge
• Stakeholder management
• Educational Requirements    
• CA(SA)/CIMA/ACCA  

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Job Advert Summary    

• The senior investment consultant will meaningfully contribute and eventually drive the evolution of key components of a robust implemented portfolio solutions capability for the institutional market. The candidate will be responsible for applying quantitative and qualitative research skills to enhance the investment consulting and portfolio management processes including, financial needs analysis, financial modelling, strategic and tactical asset allocation, manager research and selection, portfolio construction and risk management, performance monitoring and attribution, implementation, and client reporting.

Required Knowledge and Experience    
Key Responsibilities: 

• Assisting the Head: Implemented Portfolio Solutions to build a sustainable and highly competitive investment consulting proposition.
• Working with potential institutional clients to understand and establish their financial needs: short-, medium- and long-term needs, risk capacities and putting together proposals as guided by the consulting process.
• Service existing clients by preparing client reporting packs, investment solution proposals and addressing client queries.
• Arranging client meetings, record keeping of advice and implementation, minute taking and supporting ongoing engagements.
• Participating in fund manager research and rating, including offshore and alternative investments.
• Defining optimal long-term strategic allocations which provide the best probability to meet the performance objectives but within a pre-defined risk tolerance.
• Meaningful participation as a member of the investment committee that determines the tactical asset allocations of implemented portfolio solutions.
• Meaningful participation and contributions to the monthly performance and risk monitoring meetings.
• Ensure timeous and efficient implementation of investment decisions across client portfolio solutions.
• Contributing to the drafting and review of investment policy statements, SLAs, agreements, and other paperwork.
• Carrying out specific investment research projects or investment performance analysis projects, as may be required of by the Head: Implemented portfolio solutions and Chief Investment Officer from time to time.
• Writing and contributing thought-leadership content for financial media.

Knowledge & Skills: 

• Advanced experience with the MS Office suite, specifically Excel. VBA, Python and data science skills would be an advantage, but not a pre-requisite.
• Strong teamwork, verbal and written communication skills.
• Project management skills and experience.
• Excellent client focus, interpersonal skills and a record of supporting the management of client relationships.
• Willingness to mentor junior colleagues to assist in developing our talent pool.
• Analytical mind with good problem-solving skills and an exceptional attention to detail.
• A solid theoretical understanding of local and global asset classes theory: fixed income, property, equity and alternative asset classes.
• Understanding of the SA investment management and retirement industries, core regulations and the range of institutional client needs and solutions.
• Knowledge of asset allocation, manager selection, portfolio construction and performance & risk attribution.
• Working experience in Morningstar, Iress, EquityRT or Bloomberg will be an advantage.minimum of 5 years of investment consulting, multi-management, or related investment research functions.

Experience: 

• A minimum of 5 years of investment consulting, multi-management, or related investment research functions.

Educational Requirements    

• BSc (Hons) with specialization in Quantitative/ Computational / Mathematical Finance or Risk or Actuarial Science/ Mathematical / Statistical / Investment Management or related degree.
• Completed or pursuing a CFA, CFP, CAIA, FRM and or similar investment professional qualification.
• Passed FAIS RE 5 exam and meet the FAIS Fit and Proper requirement for representatives.