Current Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Assists in planning and implementing pursuit of strategic opportunities for Business Insurance, by cultivating client relationships or other commercial relationships and identifying new markets for Business Insurance products or services.

RESPONSIBILITIES

Business Development

• Monitor and assess sales and market data for a specific geographic region and market segment; and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed.

Customer Relationship Development / Prospecting

• Develop and implement relationship management plans for complex potential customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organisation and to enable effective two-way flow of information and resolution of issues.

Customer Needs Clarification

• Set clear objectives for each sales call; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision makers and influencers within the customer organisation; gather and analyse relevant information; and gain agreement to a statement of customer requirements.

Sell Customer Propositions

• Use personal expertise to identify the complex standard products and/or services offered by the organisation that meet the customer's needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer's agreement.

Sales Opportunities Creation

• Develop a personal network within the business sector and represent the organisation at business sector events. Obtain market intelligence and enhance the visibility and reputation of the organisation, its products, and its services.

Customer Relationship Management / Account Management

• Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organisation has quality data to enable effective customer retention and business development activities OR Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to 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; gain or maintain external professional accreditation (CPD, Class of Business) where relevant to improve performance and fulfill personal potential. Maintain an in[1]depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

BEHAVIORAL COMPETENCIES

• Customer Focus Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
• Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input. Being Resilient Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

SKILLS

Customer-Focused Approach

• Works without supervision and provides technical guidance when required to orient the seller's organisation around delivering to the key needs of their customers. Keeps customer at center of sale, Collaborates with customers, Elevates partner insights, Uses common terminology

Understands Customer Needs

• Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers. Seeks to understand customer needs, Determines the root of customer needs, Uncovers customer's goals, Seeks customer need priorities, Assesses channel relationship needs and expectations

Builds Rapport

• Works without supervision and provides technical guidance when required to quickly and effectively establish trust within the buying centers in the client's organisation. Shows interest in buyer needs, Shows empathy with buyer's circumstances, Respects the client's time, Incorporates client's point of view, Provides relevant context, Confirms understanding, Reinforces professional capability

Verbal Communication

• Acts with expertise as the organisation's authority on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. Policy and procedures Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organisational strategies and objectives.

Commercial Acumen

• Acts as the organisation's authority and established expert to develop solutions based on an understanding of the business environment and objectives.

Negotiates Tactically

• Uses comprehensive knowledge and skills to act independently while guiding and training others to facilitate the commercial details of an opportunity such that both parties are satisfied with the value gained. Maximises the opportunity, Determines when to cease deal, Negotiates on value, Understands evolving objectives, Indicates progress with partnership

Closes Effectively

• Uses comprehensive knowledge and skills to act independently while guiding and training others to arrive at mutually beneficial commitments that help move the sales/client relationship forward. Pre-plans for commitment, Closes calls with mutually beneficial commitments, Focuses toward mutual profitability

Knows the Buying Influences

• Works without supervision and provides technical guidance when required to accurately identify and understand the key buying influences pertaining to an opportunity. Identifies all buyers and their level of influence, Assesses each buyer's sense of urgency and readiness, Seeks to understand each buyer's desired business results and concerns, Assesses buyer feelings about the proposed solution

Manages Customer Indifference

• Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference. Acknowledges indifference, Probes for relevance to proceed, Probes to understand indifference, Identifies new needs or opportunities

Strengthens Customer Connections

• Works at an advanced level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works independently and provides guidance. Connects on a personal level, Demonstrates a willingness to help customers, Chooses customer-focused words and phrases, Acknowledges what the customer says, Affirms the customer's choices, Appreciates what the customer does, Assures the customer of the organisation's commitment, Avoids technical or industry-specific jargon

Effectively Presents Solutions

• Applies expertise to act as an authority to clearly present solutions that link directly to the key objectives and challenges important to the client. Communicates offerings in a compelling way, Conveys initiatives to partners, Offers solutions at the optimal time, Compels clients to a desire to act, Invests appropriate time to understand core needs, Aligns stated needs with solution benefits, Explains how the solution aligns with needs

Requirements
EDUCATION

General Education

• Matric/SAQA Accredited Equivalent (Essential) Full FAIS accreditation (150 credits) (Essential) RE 5 (Essential) RE 1 (Advantageous)

EXPERIENCE

• General Experience
• 3-6 years industry and commercial experience

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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.

Requirements
EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification (Advantageous)

EXPERIENCE

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

Data Collection & Analysis

• Ask questions, gathers relevant information to assist to resolve customer request.

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.

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)

Work Scheduling and Operational Compliance

• Organise own work schedule each day in line with changing priorities. 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.

Document Management

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

Requirements
EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (essential)
• Regulatory exam 5 and FAIS (essential)
• Class of Business

EXPERIENCE

General Experience

• I year call centre experience in the Short term insurance industry (essential) or 3 years call centre experience in Financial services industry

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Job Purpose

• Useg data to extract quantifiable insights from past trends and current conditions that increases profitability and improve efficiency. Primarily responsible for building, iterating and leading the team to compile and analyse all the digital metrics within the digital ecosystem (own sites, social, mobile, media, competitors, landscape and industry trends etc.). Contribute heavily to the growth of the business’s digital marketing initiatives and will work closely with the BI, Data Science and Marketing Reporting team to develop a marketing data strategy that supports the on-boarding of MarTech, and reporting on the progress. Act as champion for the use of data in making key business decisions and is in charge of driving the day-to-day analytical approaches and explore solutions to particular problems.

Responsibilities

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. Create and manage scalable reporting and dashboards that monitor marketing key performance indicators (KPIs), highlight areas of improvement, and influence strategy Alongside key stakeholders, help define key metrics for management reports. Develop a data, insights and analytics roadmap, which supports improvements to existing tools, processes, and journey towards full attribution. Grow the volume of customers that can be identified and profiled within digital channels and assist to share this data across channels for Omni-channel success.

Data and Analytics Strategy

• Make recommendations to improve data and analytics systems and platforms, contributing to the continuous improvement and refinement of data and analytics strategy. Lead projects related to digital marketing, driving insights and analysis of channel strategy and performance and effectively communicate findings at all levels (within the team, to cross-functional partners, to leadership / executives).

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. Work closely with senior data analysts (MI) in establishing reporting goals and data visualisation strategies. Work with Analytics Manager to define the reporting needs of the business and guarantee the high data-quality and reliability of metrics. Build strong relationships with marketers and cross-functional partners to provide strategic advice on channel expansion, optimisation, and business growth. Gain insights from analysing the data and have a point of view on best practice and communicate them both to the marketing team and senior management.

Digital Marketing Strategy and Roadmap

• Contribute to the definition of the digital marketing strategy and plan by providing input regarding the implementation of initiatives. Inform the digital marketing strategy by using a data-driven approach, collating business insights from analytics and other data sources, and addressing unanswered business issues in a proactive manner. Continually improve our digital data strategy to support our business KPIs and to facilitate a deeper understanding of digital asset performance.

Data Exploration & Analysis

• Conduct research and select relevant information to enable analysis of key themes and trends using primary data sources and business intelligence tools. Provide insights and analytics (internal and external) to enable digital optimisation techniques to be executed. Landing page user journeys, UX (informed by data) and AB testing (to understand user intent and conversion paths to driving growth).

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered. Solve challenging business problems creatively, efficiently, and independently, especially when faced with time and operational constraints or ambiguity. Use insights gained to help drive innovative capabilities that can be implemented and scaled to the wider TIH business. MarTech: play a critical role in on boarding new technology partners and implementing solid processes.

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.

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 fulfil personal potential. Education across levels of management

Leadership and Direction

• Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organisation's mission and vision; motivate people to achieve local business goals.

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. Ensure team training takes place (Omni-channel performance and building out the ecosystem).

Requirements
General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• Degree in relevant field (Essential);
• Post graduate degree in relevant field (Advantageous)

General Experience

• 5 or more years' of proven business data analysis, insights and marketing analytics related experience (Essential);
• Experience in leading impactful data related or analytics projects and visually presenting and communicating findings with minimal supervision (Essential);
• Experience in communicating and collaborating with cross-functional teams such as marketing, sales, finance, business analytics, and engineering at various levels such as peers to senior leadership (Essential);
• Experience using and analysing large data sets (Essential);
• Experience using data to develop digital performance marketing strategies (Advantageous); Experience working in more than 1 business functional area (Advantageous)

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Job Purpose

• Plan, develop, execute, track and report across paid search and Google Ads display campaigns. Manage key media strategies across paid search, social and display channels, as well as effectively manage and optimize each channel and Google Ads display campaigns. Possess a firm understanding of the primary online marketing channels: SEO, paid search, social platforms, content marketing, targeting, and retargeting. Have working knowledge of the paid search platforms and implement campaigns and have the ability to work across multiple accounts on a daily basis, organize workflows and deliver on deadlines.

Responsibilities

Paid Search Planning

• To manage and deliver Paid Search planning activities. Develop and update the operational digital marketing plan to align the plan with business goals; contribute to the overall alignment of the marketing plan to the goals of the business.

Marketing Campaign Development

• Develop tactical Paid Search strategies to assist in the achievement of operational marketing goals. Manage online marketing campaigns and negotiate service level agreements to ensure successful campaigns and value for money. Plan, coordinate, and supervise activities relating to campaigns.

Paid Media

• Develop and/or deliver a plan for significant aspects of a product, service or marketing area under guidance from senior colleagues. To manage the performance media including but not limited to PPC and Google Ads Display, activities by brand.

Project and Portfolio 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. Manage a portfolio of projects while reporting to senior colleagues.

Stakeholder Engagement

• To liaise with key resources and stakeholders (Marketing Managers, Channel Managers, Wider Digital function and Digital Marketing Team). 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.

Budgeting

• Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization. Manage the media budgets and ensure a high return on advertising spend (ROAS).

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.

Leadership and Direction

• Communicate the online media plans; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. To implement and manage KPI’s related to all online marketing aspects. To ensure accurate  reporting on KPI’s as and when required. 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.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.

Team Capability Building

• Provide coaching to team members to develop their skills.

Requirements

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential);
• Relevant degree and/or Diploma (Advantageous)

General Experience

• 3-5 years' hands-on experience within a PPC campaign management environment (Essential);
• 3-5 years' digital marketing experience (Essential);
• Experience within a financial services industry and Ecommerce (Advantageous)
• Managerial Experience
• 2 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

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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 either 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.

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.

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 callback 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.

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.

Requirements
EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential).
• Regulatory Exam 5 (Essential).
• Wealth Management Qualifications - (Advantageous)

EXPERIENCE

General Experience

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

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JOB PURPOSE:

• Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand. Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results.

RESPONSIBILITIES:

Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

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.

Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

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 in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM) Data

• Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Insights and Reporting

• Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.

Work Scheduling and Allocation

• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

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. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products. Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

BEHAVIORAL COMPETENCIES

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.

Directs Work

• Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of persuasion, including well-reasoned rationale. Recognizes when compromise is necessary and shifts approach to accommodate others.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.

SKILLS

Direct Sales

• Provide guidance when required to maximise the volume and value of direct sales.

Learning and Talent Development

• Proactive development of employees. Identify and motivate employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.

Customer Service Delivery

• Use comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.

Verbal and Written Communication

• Apply comprehensive knowledge while providing guidance and training to others to use clear and effective verbal and written communication skills to express ideas, request actions and formulate plans or policies. Proficient in any of the South African languages, in addition to English.

Action Planning and Work Scheduling

• Provide guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Compliance

• Provide guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Policy and Procedures

• Provide guidance when required to monitor, interpret and understand policies and procedures, while making sure they match objectives.

Computer and System Skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. AS 400., Apollo., IEX., Datanet/POM Dialer., Nice., Proficient in MS Office.

Customer and Market Analysis

• Conduct research and analyses data in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments. Knowledge of competitors.

Reporting

• Create relevant, lucid and effective reports.

Requirements
EDUCATION

General 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)

EXPERIENCE

• General Experience 5 or more years' contact centre sales experience as Sales : Team Lead (Essential)
• Experience in Financial Services Industry (Short term insurance) -  (Essential)
• Internation financial services experience (Advantageous)

Managerial Experience

• 3 or more years' sales experience in a leadership role (Essential)

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JOB PURPOSE

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

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.

Requirements
General Education

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

General Experience

• 1 to 3 years Financial Services industry experience (Essential); STI experience  (Advantageous)

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Job Purpose

• Manage and lead two impactful business areas (WFM and Dialler/Campaign Management) that is focused on improving efficiencies whilst optimising the customer experience by deploying best-practice WFM and Dialer/Campaign Management tools and principles. Responsible for the business uptake and transition to deploy WFM and Predictive Dialler/Campaign Management capabilities.

Responsibilities

Customer Experience Strategy

• Lead the implementation of the CXE business plan and ensure the right resources are in place to execute on the CXE strategy across the various stages of the customer and product life cycle. Develop the short and long-term strategies for each functional area and drive a roadmap of initiatives aligned to business and company goals and objectives.

Operations Management

• Support the overall organisational strategy by developing and delivering operational plans and outcomes for a large portion of the business. Develop the tools for the strategy/roadmap to address immediate gaps and issues across the Operations Support team and support new product/process initiatives.

Design and Conceptualisation

• Lead a collaborative digital (workforce tools, for example IEX) product/service design process by gathering historical data as well scenario planning across all product/service portfolios to define a design system that is viable and scalable, and which strengthens the brand. Lead a cross-portfolio, multidisciplinary team that contributes to the evolution of the system. Build and enable voice capability that continuously monitor, enhance and leverage the capabilities of the Telephony and Voice platforms. Build the WFM process to cover multi-sites and multi-channel both inhouse and outsourced; create a model to forecast the volume and determine the workforce requirement.

Leadership and Direction

• Communicate the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation's business goals.

Performance Management

• Develop and drive critical metrics and goals and establish performance indicators against company goals for each team (Voice, WFM and Dialler Management). Set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.

Operational Compliance

• Ensure that business activities within a significant area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies to minimise business risk and protect the reputation of the organisation. Establish and drive contact centre best practice alignment in all Voice, WFM and Dialler Management teams.

Work Scheduling and Allocation

• Develop medium or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams. Work with each business unit to build schedules and administrate the shift allocation including schedule swap and shift.

Organisational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool. Drive employee engagement and an inspiring culture within the team. Create an environment where people can excel through accountability, inspiration and empowerment.

Data Collection and Analysis

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

Insights and Reporting

• Set and lead execution of the data and analytics reporting plan, creating strategies and templates to report data in a meaningful way. Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.

Project and Program Stakeholder Engagement

• Plan and deliver stakeholder engagement activities to develop effective project working relationships and to ensure that stakeholder needs and concerns are identified and met. Work closely with the WFM, Dialler and Customer Management teams in order to ensure synergies. Ensure two-way open communication throughout the organisation. This includes keeping partners informed of program status and ensuring coordination of activities.

Requirements

• General Education
• University degree in related field (Essential)

General Experience

• 10 or more years’ experience working in the Contact Centre operational role (Advantageous)

Managerial Experience

• 6 to 10 years' experience in a management or leadership position, ideally with previous experience working in a Contact Centre operational role (Advantageous)