Fresh Jobs at Discovery Limited

Key Purpose

• The digital product manager is responsible for maximising the value of the product and the work of the development team. This role has an extensive list of duties and responsibilities which requires an agile mindset that drives different dimensions; technical, business and design. The digital product manager is responsible for tackling and solving difficult problems for customers and the business.

Areas of responsibility may include but not limited to:

• Collaborate with stakeholders across the Discovery Group, particularly product houses, businesses, distribution channels (intermediated and direct) , actuarial analytics, and data science to understand business needs and opportunities.
• Translate business needs and opportunities that align with the Adviser 360 vision, strategy and roadmap as the custodian of the Distribution Technology stack.
• Collaborate with and provide guidance to a cross-functional team of architects, analysts and developers and ensure that delivery is high quality, aligned with business requirements and within the Adviser 360 framework.
• Actively participate in technical discussions and solution design to understand implementation complexities.
• Collaborate with Distribution management to design, refine, and implement the target operating model for Distribution and its primary internal stakeholders. Manage the product backlog and prioritise initiatives based on business value, strategic importance and technical feasibility.
• Drive continuous improvement in data quality, accessibility, and usability.
• Define KPI’s and success metrics, continuously measuring product performance and optimising for efficiency and business impact.
• Measure and communicate the business impact of Distribution Technology initiatives on key strategic value drivers.
• Research and analysis of the market, users, and the roadmap for the products.

Required Skills and Experience

• Deep knowledge of the insurance industry, an understanding of its revenue and profit drivers, working knowledge of how businesses, distribution channels and marketing can use data to drive value.
• Proven experience in product ownership or management of data platforms/solutions.
• An understanding (and willingness to deepen understanding) of business concepts.
• Demonstrated leadership experience in managing technical teams.
• Experience in stakeholder management across different organisational levels.
• Strong analytical and problem-solving skills.
• Ability to translate complex technical concepts into business value propositions.
• Experience with agile methodologies and practices.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field.
• Relevant professional certifications (e.g., Agile, business analysis) are advantageous.
• 5+ years of experience in business analysis/product ownership/product management.
• 3+ years of leadership experience.

Essential Skills You’ll Bring To The Table
The necessary skills that we require for this role include but are not limited to:

• Experience presenting business ideas, project progress and future plans to senior stakeholders.
• Experience in implementing process improvement on their team.
• Strong written and verbal communication skills.
• Able to make good judgements by analysing complex and varied information.
• Good grasp of metrics and statistics.
• Inquisitive and questioning by nature.
• Able to organise and plan work.
• Ability to take on information and learn new subjects.

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Job Description

• Assisting clients with queries and servicing requests on their policies within the required SLA
• Managing all queries through to resolution
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Resolve highly escalated queries swiftly and efficiently
• Provide feedback to business regarding the nature and root cause of escalations
• Working according to set targets
• Communicating outcomes to complainants verbally and in writing
• Identifying and proposing solutions to process and service related failures
• Building and establishing relationships at all levels with external partners and internal
• departments to facilitate expeditious resolution of queries

Key purpose

• Assisting the Relations Specialists in resolution of escalated complaints and queries

Key Outputs

The successful applicant will be responsible for but not limited to the following broad job functions:

• Resolution (telephonically, via e-mail/letter and on a face to face basis) of escalated complaints and queries in a professional manner that is consistent with Discovery's philosophies and values.
• Listening to pre-recorded calls to determine the content of telephonic conversations when assessing the validity of a query.
• Keeping accurate and comprehensive stats on a daily, weekly and monthly basis to determine service failure trends and recurring problems.
• Identifying and proposing solutions and improvements to processes and procedures to prevent the problems from recurring.
• Build and establish relationships at all levels with external partners and internal departments (including franchises, Brokers and Members) so as to ensure that timeous resolutions are found to any problems that may arise.
• A thorough understanding of the relevant Discovery Insure, Health, Life, Vitality and Discovery

Card products.

• Liaising internally with the staff and management of the relevant departments within Discovery

Personal attributes and skills

• Have sales ability and be persuasive
• Be friendly, sincere ,confident ,courteous and positive
• Be self-managed
• Have excellent administration skills and be extremely organized
• Have the ability to deal with change
• Be able to maintain confidentiality
• Have excellent telephone skills
• Have excellent verbal and written communication skills
• Be self-motivated and pro-active
• Be able to prioritize , work under pressure and manage deadlines
• Be a team player
• Be resilient
• Be service orientated and customer focused
• Be results driven
• Conflict management skills

Qualification & Experience

• Matric
• Excellent English and Afrikaans spoken would be beneficial
• Good Excel and Word skills
• NQF 4 or 5
• Confidential
• 30 + FAIS Credits
• RE5
• 1yr + Experience in Client Services or Escalations