Current Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

Plan, initiate, and manage enterprise projects. Lead and guide the work of specialists and serve as the liaison with Senior Managers, Executives and Exco to identify business needs to design and describe solutions that can deliver value. Plan project stages and assess business implications for each stage. Monitor progress to assure deadlines, standards, and cost targets are met.

RESPONSIBILITIES

Project Management

• Accountable for the delivery of a major part of the organization's project management program. Take overall accountability for a number of business-critical projects. Effectively analyze and manage demand, work allocation and resource availability to support delivery of multiple initiatives and projects. Track in-progress projects to elevate risks and issues, review projects if they are not forecasted to achieve the value they originally promised. Provide the best results on all projects within timelines and budgets.

Stakeholder Engagement

• Engage, and build relationships, with stakeholders across the TIH value chain. Participate in Exco meetings and be able to present to, and debate with, senior executives. Facilitate workshops with large groups of stakeholders. Work with front-end, back-end developers, marketing, sales, service departments to ensure a holistic management of deliverables. Engage with third-party suppliers or providers to deploy new technology and review and execute the deliverables.

Data Collection & Analysis

• Gather project data and report on the state of the project portfolio.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates for Exco and senior management. Lead execution of complex reports to provide a performance overview for the key portfolios. Identify and interpret complex patterns and trends and translating those insights into actionable recommendations.

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 organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things 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. 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.

Continuous Improvement

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

Internal Communications

• Execute a communications plan within established internal communication systems and procedures. Send Communications to Exco or senior management on project tracking and problems to gain buy-in for changes to processes and procedures.

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.

Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant Certifications in Project Management / Business Management (Advantageous)

GENERAL EXPERIENCE

• 6 or more years substantial general work experience together with comprehensive job-related experience in own area of expertise to fully competent level (Essential)
• Knowledge of project / software delivery life cycle (Essential)
• Experience in the contact centre environment (Advantageous)
• Knowledge of short-term insurance industry (Advantageous)

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Description

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs,explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create 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

General Education

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

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

Lead and guide the work of specialists and serve as the liaison with Senior Managers, Executives and Exco to ensure changes within the business. Assess the people impact for each stage and monitor progress to assure deadlines, standards, and ROI targets are met through adoption and usage.

RESPONSIBILITIES

Change Management

• Take accountability of a team of Change Managers responsible for the development and delivery of change management plans in order to achieve the required outcomes of projects in the organisation. Ensure proper change planning in order to facilitate the transitioning of employees, teams and the business from the "as is" to the "to be" state. Plan for various activities, such as impact assessments, training, comms, etc.

Stakeholder Engagement

• Engage, and build relationships, with stakeholders across the TIH value chain. Participate in Exco meetings and be able to present to, and debate with, senior executives. Facilitate workshops with large groups of stakeholders. Work with particular business area depending on the project and changes; such as marketing, HR, sales, service, learning and development departments to ensure a holistic management of deliverables.

Information and Business Advice

• Provide authoritative specialist guidance to senior managers at the business unit or regional level to enable the implementation of policy, projects, and change initiatives. Enable changes in the business area and develop and implement solutions.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates for Exco and senior management. Lead execution of complex reports to provide an overview/planned changes for the business. Identify and interpret complex patterns and trends on implications of going live with changes and provide recommendations on whether to go live or not.

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.

Change Impact Identification

• Conduct change impact assessments to understand the impact to individuals, teams and the business area and ensuring that the impact is addressed through proper change planning.

Resource Management

• Take overall accountability for a number of business-critical projects. Manage demand, work allocation and resource availability to support delivery of multiple initiatives and projects within the team. Track in-progress projects to elevate risks and issues, review projects if they are not forecasted to achieve the value they originally promised. Ensure benefit realisation and provide the best results on all projects within timelines and ROI.

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.

Internal Communications

• Develop and/or deliver a plan for significant aspects of internal communications with guidance from senior colleagues. Execute a communications plan within established internal communication systems and procedures.

Continuous Improvement

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

Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant Degree or Industrial Psychology (Advantageous)

GENERAL EXPERIENCE

• 6 or more years' substantial general work experience together with comprehensive job-related experience in own area of expertise to fully competent level (Essential)
• Knowledge of change management life cycle (Essential)
• Knowledge of software development life cycle (Essential)
• Experience in the contact centre environment (Advantageous)
• Knowledge of short-term insurance industry (Advantageous)

MANAGERIAL EXPERIENCE

• 3 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

Effectively and efficiently support the specific teams with operational requirements, maintain effective relationships with external partners and internal personnel through effective administrative activities to meet business requirements.

Administration

• Produce, update and provide best practice administrative support to the team and external partners. Ensure effective management of Manager Diary. Maintain records of the birthday calendar for Internal teams and external partners. Log technical issues on behalf of internal and external partners. Maintain records of employees within the department, draw Reports, analyse data and trends and regularly report to the manager. Collate and distribute incentive data against internal stakeholders. Ensure Travel arrangements (Car Hire, Accommodation and Flights) are completed. Assist Human Resources with quality assurance of staff lists, data verification, and leave management. Initiate and monitor the administration of onboarding and/or offboarding processes to ensure that all processes are completed accurately, efficiently, and on time.

Document Preparation

• Prepare routine letters, memoranda, reports and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software. Ensure the accuracy of team reporting. Ensure completion of documentation is done timeously. Assist and support manager with the preparation of presentations.

Document Management

• Create a local document management system for an office or department. Ensure records are continuously updated and maintained.

Customer Relationships Development

• Build, maintain and manage external relationships, as well as relationships within the department and the TIH Group. Resolve queries from internal or external customers or suppliers by providing information on policies and/or procedures, referring complex issues to others. Support the delivery of events to ensure they are on schedule and within budget, meeting all deadlines and work closely with all other parties involved in the event.

Work Scheduling and Allocation

• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary. Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.

Budgets & Invoices

• Track budgets and report variances to more senior colleagues. Responsible for expense governance and control (tracking expenses against a predefined budget). Research and process online orders. Manage the process of reconciliation regarding the team procurement cards. Ensure the timeous collection of invoices from suppliers.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Ensure up-to-date industry and market knowledge, as well as internal products, processes is continuously maintained. Support and assist with team development (internal learning and development initiatives) as well as external development activities.

Requirements

EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential); Secretarial and/or Administrative Qualification (Advantageous)

General Experience

• 2 - 3 years’ work experience in an administration related role (Essential); Experience in related industry (legal / banking / financial / insurance / business services) (Advantageous)

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Responsibilities

Customer Focus: 

• Builds strong customer relationships and delivers customer-centric solutions.

Interpersonal Savvy:

• Relates openly and comfortably with diverse groups of people.
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Instil Trust: 

• Gains the confidence and trust of others through honesty, integrity, and authenticity.

Ensures Accountability: 

• Holds self and others accountable to meet commitments.

Persuades: 

• Uses compelling arguments to gain the support and commitment of others.
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Being Resilient: 

• Rebounds from setbacks and adversity when facing difficult situations.
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Communicates Effectively: 

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Shares information that people want to know; gives appropriate context and details when speaking.

Plans and Aligns: 

• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Makes skillful use of resources and support to deliver efficient, high-quality work.

Manages Conflict:

• Handles conflict situations effectively, with a minimum of noise.

Requirements

General Education: 

• Matric / Grade 12 or SAQA Accredited Equivalent (essential)
• Regulatory Exam 5 (essential)

General Experience:

• 1 year telephonic sales experience (essential)

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JOB PURPOSE

The Internal & Engagement Communications Consultant role is responsible for researching, writing and delivering high quality employee content for team members in line with A&G corporate and operational communications. This person is responsible for maintaining digital and traditional internal channels and creating new and engaging content for our A&G team, as well as assisting with internal communication campaigns, regular communication publications and engagement events. The role will better connect our JHB and Australian teams ensuring that the A&G company culture, values and challenger operating model are evident and understood by employees. This role will build and maintain strong partnerships with various internal stakeholders to provide an exceptional level of communications support and solutions.

RESPONSIBILITIES

Content Creation

• Ensure a quality and accurate message is delivered through all communications.
• Create internal communication (proof-reading, tone, writing etc) and projects (Internal launch campaigns, intranet etc.) to ensure a consistent message which is aligned to the brand and tone.
• Manage content and governance for Intranet (HQ) and JHB Slack channels.

Internal Communication Planning

• Contribute to the development and delivery of internal communications campaigns across all internal platforms to support the business plan.
• Contribute to the creation of internal communication plans across all internal platforms to support the business plan. Identify proactive communication opportunities and execute accordingly.

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.
• Liaise and co-ordinate with internal and external stakeholders in order to deliver of key projects and communications.

Internal Communications Strategy and Effectiveness

• Assist in the management of the internal communications strategy by implementing internal communication plans and guidelines and measure effectiveness
• Explore innovative ways to communicate and ensure the brand remains progressive.

Project and Campaign Reporting and Reviews

• Draft elements of project review reports and presentations to support delivery of the review process.
• Ensure accurate reporting and feedback to key stakeholders in order to measure the effectiveness and efficiency of the communication.

Data Collection, Analysis, Insights and Reporting

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats

SKILLS

• Employee Communication Management and Development
• Communications Methodologies and channels.
• Content development
• Verbal and written Communication
• Planning and Organising
• Action Planning
• Project Management
• Negotiation
• Computer skills
• Proficient in MS Office., Google Suite, LinkedIn, Campaign Monitor, Video and Image Editing
• Policy and procedures

Requirements

General Education

• Grade 12
• SAQA Accredited Equivalent (Essential);
• Relevant qulaitifications in journalism, public relations, marketing or media (Essential)

General Experience

• 2 - 3 years' experience in a communications role (Essential)
• 2 - 3 years' experience in relevant IT skills (Advantageous)

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Description

The purpose for this position is to Plan and execute campaigns within the defined timelines. Manage campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for companies' campaigns. Track, influence, provide solutions and escalate any factors that might affect performance.

This individual must have 3 or more years’ experience, campaign management, dialler management and Connex experience and from Financial/ Insurance industry.

RESPONSIBILITIES

Campaign Planning

• Contribute to the development of the campaign strategy to optimize the campaigns performance to reach business goals.
• Define the campaign brief outcomes to meet the required set targets with the business.
• Plan and design the campaign, the timelines and resource capability and skill set. Required, liaising with multi-channel contact Centre management, workforce management.
• Provide input into the design of new campaigns, engaging with marketing.
• Support business in driving new initiatives or special projects.

Project/Campaign Management

• Implement and optimise campaign strategies and cohesive customer engagement according to the plan to drive the achievement of the Business Unit targets.
• Manage, track and govern campaign settings on dialler guided by models to support strategy.

Stakeholder Engagement

• Liaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
• Liaise and support and provide input regarding campaigns for many stakeholders in organisation.
• Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement.

Insights and Reporting

• Maintain, analyse, re-engineer and evaluate new and existing campaigns; as well as share/present to the Business Unit the progress, performance, opportunities, threats, and insights pertaining to campaign metrics, volume and quality of data, resources and skill sets, results, commercials (cost per contact, campaign p-factor).
• Provide input and review scripting of campaigns and how the campaign performs.

Continuous Improvement

• Identify and implement optimisation plans around targeting with the goal of increasing campaign profitability.
• Implement initiatives to improve campaign performance based on lead optimisation and segmentation.

Operational Compliance

• Ensure data processes are adhered to – lead scrubbing, data optimisation and
• segmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements.

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.

BEHAVIORAL COMPETENCIES

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.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent
• Relevant 3 year Business degree / diploma in Business Management
• Campaign Management
• Contact Centre (Advantageous)

EXPERIENCE

• 3 or more years’ experience
• Campaign Management
• Data management experience
• Analytics or MI experience
• Dialler Management
• Experience in the financial services
• Experience of dealing with relevant stakeholders e.g. work force management, contact centres, marketing

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JOB PURPOSE

Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.

RESPONSIBILITIES

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards. Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle. Accurate quantification, identification and validation of vehicles.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems. Consistently provide service in accordance to the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others. Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim). Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate. Specialize in specialist vehicle knowledge and apply skills to optimize repair cost.

Requirements

EDUCATION

• General Education
• Grade 12 / SAQA Accredited Equivalent (Essential);
• VDQ (Vehicle Damage Quantifier) Qualification (Essential);
• Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

EXPERIENCE

• 2 - 4 years’ work experience in the following (Advantageous):
• Workshop / Motor Industry experience Front line / client relationship experience in a panel beating environment.
• Practical panel beating, spray painting, mechanical and electrical experience Assessing experience at a short term insurer Estimating in a panel beating environment

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JOB PURPOSE

Develop relationships with customers to enable growth within business insurance channel. Meet the metrics that has been set out by business and execute on KPI's within the BI sales unit.

RESPONSIBILITIES

Business Development

• Monitor and assess sales and market data for a specific geographic region that will assist management in identifying areas in the market where business can be developed.
• Customer Relationship Development / Prospecting
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; 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, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Negotiate agreement with the customer and internally with commercial colleagues to ensure that customer requirements are met.

Sales Opportunities

• Creation Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

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.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.

Requirements

EDUCATION

• General Education Grade 12/SAQA Accredited (Essential); RE compliant (Advantageous); 150 FAIS Commercial Credits (Advantageous); Relevant 3 year degree or diploma in relevant field (Advantageous)

EXPERIENCE

• General Experience 1 - 3 years commercial experience (Essential); Experience in Financial Services Industry (Advantageous)