Fresh Jobs at Guardrisk

Role Purpose    

• To engage telephonically with clients whose policies are at risk of lapsing or being cancelled, with the primary objective of retaining them as policyholders.
• To process cancellations, negotiate payment arrangements, and maintain accurate policy administration.
• To ensure that the principles and outcomes of TCF (Treating Customers Fairly) are practised and achieved in all duties performed and services provided to clients.

Requirements    
Formal Education:

• Matric / Grade 12 (required)
• Certifications: FAIS accredited representative for Short-Term Personal Lines; RE5 (preferred)

Experience:

• Minimum 1-2 years in an outbound call centre environment, preferably in gap cover or insurance
• Knowledge of the healthcare, insurance, or client retention industry is advantageous

Duties & Responsibilities    
Your functions within the team as a Retention Agent:

• Be logged into the outbound telephone queue for a minimum of six and a half hours daily.
• Telephonically contact clients whose policies have lapsed, are in arrears, debit order collections are suspended, or the cancellation of cover has been requested, with the objective and goal of successfully retaining them as clients.
• Exercise approved retention techniques and propose alternative product options available or payment solutions to prevent the policy from terminating.
• Contact and assist inbound clients requesting reinstatement or product options directly or clients who have left a group scheme arrangement and want to continue cover directly with us.
• Reach payment agreements with clients in arrears and update policy records accordingly.
• Accurately process cancellations, reinstatements, and minor policy changes.
• Use correct system action reasons and ensure policies are in a zero balance at cancellation.
• Forward non-processable requests to the appropriate mailbox for follow-up.
• Maintain professionalism in all communication and act in the best interest of the company.
• Update your “To Do List” and policy records with accurate notes on every interaction.
• Ensure each client’s expectations around payments and cancellations are addressed effectively.
• Follow all QA, compliance, and disclaimer protocols before releasing client information.
• Apply coaching and feedback received from QA monitoring.
• Notify your manager of any complaints received from clients.
• Be proactive and creative in resolving client queries and improving client interaction.
• Seek smarter, value-adding ways to improve retention and client satisfaction.

Your daily performance deliverables/targets are set as follows:

• Minimum of 100 outbound calls per day.
• Minimum talk-time of 1 hour and 30 minutes per day.
• Minimum of 2 suspended policy payment arrangements per day.
• Minimum of 4 non-suspended payment arrangements per day.
• Minimum of 70 book contacts made per day.
• Aim for no more than 1 policy cancellation per day.
• Respond to 10 general workflow email requests per day within a 24–48-hour TAT.
• Strive to retain a minimum of 1 policy per day.
• Meet and exceed the team’s 90% QA standard.
• Maintain daily, weekly, and monthly productivity targets.
• Develop and maintain product and system competency for effective and efficient work delivery.

Competencies    

• Computer literacy: MS Word, Outlook, Excel
• Strong verbal and written communication (English essential; Afrikaans and other languages advantageous)
• High emotional intelligence, resilience, adaptability and initiative
• Discipline and good time management skills
• Organised and focused with an eye for detail
• Willing to go beyond the normal working day to achieve target service levels
• Resilience and ability to work under pressure
• Self-motivated with an ability to work independently as well as to function effectively within a team environment
• Results and service driven mindset with a strong sense of responsibility and ownership

Deadline:1st September,2025

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Role Purpose    

• To establish, lead, and continuously enhance the Data Management & Analytics Centre of Excellence, driving the development and execution of enterprise-wide data governance, management, and analytics strategies.

Requirements    

• Bachelor’s degree in data science, Statistics, Actuarial Science, Mathematics, Computer Science, or related field (Master’s preferred).
• At least 8+ years of experience in data, analytics, or technology roles within banking, telecommunications, or insurance.
• At least 3 years in a leadership capacity.
• Demonstrated success in bridging business and technology for enterprise-wide data delivery.
• Strong technical expertise in Azure Synapse, SQL, and data integration, Metadata and Master Data Management platforms.
• Proven track record in executing analytics use cases .
• In-depth knowledge of South African data governance and compliance.

Duties & Responsibilities    
Strategic data leadership

• Lead the implementation of the enterprise data and analytics strategy aligned with business priorities, ensuring delivery of measurable business value.
• Champion data governance, management, and quality initiatives, ensuring compliance with South African regulatory requirements.
• Act as a liaison between business units and technology teams, translating business priorities into scalable, governed, and reusable data and analytics solutions.
• Foster and embed a data-driven culture throughout Guardrisk, driving consistent data practices across all business units.

Data Management & Architecture

• Define and enforce standardised data input formats, source specifications, and data ingestion processes within the Guardrisk ecosystem.
• Maintain and enrich a comprehensive data catalog with clear metadata, lineage, and ownership for transparency and traceability.
• Align cross-functional units on common logic, definitions, joins, and KPIs to ensure enterprise-wide data consistency.
• Continuously monitor data quality metrics, driving remediation efforts and maintaining trust and compliance.
• Lead data governance bodies such as Data Council and Data SteerCos to oversee data governance frameworks.

Use Case Execution for Support Functions

• Develop, operationalise, and oversee analytics use cases for support functions (Finance, Risk, HR, Compliance, Actuarial), particularly where dedicated data teams are absent.
• Integrate trusted datasets and analytics outputs into day-to-day business processes to enable informed decision-making.
• Enforce guardrails to ensure all analytics initiatives adhere to governance and compliance standards.
• Provide technical guidance to internal analytics teams, ensuring alignment with central data architecture and standards.

Data Governance and compliance

• Drive enterprise-wide adoption of central data definitions and datasets, promoting reuse and knowledge sharing.
• Define and enforce data retention, archiving, and lifecycle management policies per regulatory requirements.
• Lead initiatives to enhance metadata management, lineage tracking, and data quality assurance.
• Serve as executive sponsor for data privacy and ethics programs, ensuring lawful and ethical data usage

Technology and IT Partnership

• Collaborate closely with IT leadership to design and maintain data pipelines, storage, and infrastructure that meet business needs.
• Influence IT investments, ensuring data architecture and toolsets are flexible, scalable, and compliant to effectively enable execution of the Data strategy across the enterprise.
• Build and maintain the data pipelines and infrastructure that allows for analytics use case execution

People Leadership

• Lead, coach, and develop a high-performing operations team to achieve strategic and operational objectives. 
• Foster a culture of accountability, collaboration, and performance. 
• Manage capacity, talent development, and succession planning within the operations function

Competencies    

• Developing strategies: Is focused on developing strategies; thinks in the longer term and anticipates trends; envisages the future and adopts a visionary approach.
• Providing insights : Is focused on continuously improving things; provides insights by identifying key issues; makes intuitive judgements.
• Upholding standards : Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
• Articulating information: Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information.
• Directing people: Is comfortable leading people; coordinates and directs groups; seeks to control things.
• Making decisions: Is determined and decides on actions; willingly assumes responsibility; is definitive and stands by own decisions.

Deadline:3rd September,2025