Fresh Jobs at Hollard Insurance

Role Description:

• The Sales Call Centre Supervisor plays a key role to lead , manage the sales call centre team, this includes coaching , training , tracking and evaluating the CC sales team performance to meet expected outcomes , the CC sales supervisor will manage all CC ops processes and ensure compliance with his/her team,The role is founded on the three pillars of effective team leadership: Manage, Develop, and Lead

Key Responsibilities:

Your duties and responsibilities as the Lumkani Sales Call Centre Supervisor will include:

Sales and Operations:

• Lead Management: Drive sales from social media leads, rejoin leads from lapsed customers, and new customers with the fire device who have not signed up for fire cover, plan and coordinate all other lead generation channels while ensuring the desired conversion achievement from the team.
• Management of the lead pipeline: ensure efficiency management of the sales leads pipeline and achieve the expected sales efficiencies through effective team leadership.
• Sales Conversion: Convert applications to sales from current customers on the application stage.
• Sales Performance: Consistent sales production performance is an integral part of this role. The CC sales team must meet or exceed all sales targets (minimum 60 applications a month and minimum 37 sales monthly).
• Team Sales target setting and achievement : Communicate and lead set  daily, weekly and monthly applications and sales target to the CC sales team and achieve set outcomes through effective team leadership.
• Process Execution: Manage and execute all Operations, Marketing, and Sales work procedures. This includes achieving Lumkani sales, operations, and marketing goals.
• Daily Management: Monitor productivity and drive KPIs on a daily basis in collaboration with line manager
• Capacity & Reporting: Responsible for People/Capacity/Daily reporting management

Required Knowledge and Experience    

• 2 years of relevant administrative experience
• Industry exposure: Financial services/ Fintech
• Computer literacy; MS Office/Google Workspace (Excel/Word); Numerically confident
• Experience with CRM systems and planning tools (Trello/Asana)
• Strong communication, time management, and problem-solving skills
• Very good attention to detail
• Ability to work under pressure and adapt to change

Team Leadership:

• Supervision: Supervise, manage, and lead call centre sales team
• Performance Management :Conduct weekly coaching session with individual CC sales team members
• Quality Management: Plan and conduct teams daily and weekly calls quality assessments and take corrective action through couching, training
• Team Development: Focus on attendance, sales numbers, and customer relationships within the team

Training and Upskilling:

• Team and Agents Development :In coordination with the training department , analyse and assess training needs then upskill agents, such as training them on "rejection comebacks" using scripts and vernacular to re-engage clients and bring them back into the sales flow.
• Process Ownership: Implement process development information, CC KPI tracker , Sales Scorecard and Sales daily calls assessments  from  Operations manager/ HOS, ensure its execution and escalate any deviations
• New CC Sales Agent onboarding :Coordinate and resources with the Learning and development specialist and report any deviations to the HR Manager and Sales Management team.

Educational Requirements    

• Matric
• Diploma or higher education in Sales /Business  Management or any relevant Qualification.

Deadline:12th May,2026

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Purpose of the role

• The QA Test Lead is responsible for leading and managing the Quality Assurance function within Hollard Group Risk IT, ensuring that all system enhancements, configurations, integrations, and deployments meet defined business and technical requirements. The role ensures consistent testing standards across traditional development and Low-Code / No-Code platforms, supports Agile delivery teams, and protects production stability through effective test planning, execution, automation, and governance. The QA Test Lead enhances the image of Hollard Group Risk through the continuous delivery of high-quality, reliable systems and efficient and effective customer service.

KEY OUTPUTS:

QA Leadership & People Management

• Build, lead, coach, and develop a team of QA/Test Analysts to deliver high-quality testing outcomes across projects and BAU work.”
• Allocate testing resources across initiatives, balancing project and operational priorities.
• Conduct performance management, skills development, mentoring, and capacity planning for the QA team.
• Foster a culture of quality, accountability, continuous improvement, and collaboration.

 Test Strategy, Planning & Governance

• Define, implement, and maintain QA standards, test strategies, and test processes aligned to Hollard IT governance.
• Ensure appropriate test coverage across functional, regression, integration, performance, and user acceptance testing.
• Establish and maintain traceability between business requirements, test cases, and test results.
• Ensure testing activities form part of the SDLC, Agile ceremonies, and CAB processes.

Test Execution & Defect Management

• Oversee and support execution of manual and automated test scripts across environments (QA, UAT, pre-prod, production validation).
• Monitor defect logging, prioritisation, retesting, and closure across Jira or equivalent tooling.
• Ensure high-quality test evidence, summaries, and sign-off documentation are produced for releases and patches.
• Attend and contribute to CAB meetings relating to releases and deployments.

Low-Code / No-Code & Platform Testing (Including Pega)

• Lead QA activities for Low-Code / No-Code platforms such as Pega, including workflows, case management, rules, integrations, and UI configurations.
• Ensure test coverage for configurable logic, decision rules, forms, correspondence, and integrations typical of LCNC platforms.
• Collaborate closely with business analysts, system analysts, and platform teams to ensure testing aligns with platform best practices.
• Support the introduction of automation and re-usable test assets for LCNC solutions where applicable.

Stakeholder & Vendor Engagement

• Engage with Business, IT Support, Development, and Platform teams to ensure test readiness and quality outcomes.
• Manage testing interactions with third-party vendors and implementation partners.
• Provide clear status reporting, risk identification, and mitigation to IT and business stakeholders.

Continuous Improvement & Standards

• Maintain awareness of QA best practices, testing tools, automation approaches, and industry standards.
• Continuously improve testing methodologies, templates, and reporting.
• Promote quality-by-design and early involvement of QA in initiative lifecycles.

Reporting

• Provide accurate and professional QA reports, dashboards, and release sign-off documentation.
• Ensure QA artefacts and records are kept up to date and audit-ready 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

Required Knowledge and Experience    

• Minimum 5–7 years’ experience in software testing / QA.
• Minimum 2–3 years’ experience in a QA Lead or senior QA role.
• Experience in Agile delivery environments.
• Experience testing Low-Code / No-Code platforms, preferably Pega.
• Insurance or financial services environment experience advantageous.
• Strong understanding of QA methodologies, test design techniques, and defect management.
• Experience with CI/CD pipelines, test management and defect tools (e.g. Jira, Azure DevOps, or similar).
• Knowledge of testing automation concepts and tools (e.g. Selenium, Playwright or similar).
• Strong leadership, communication, and stakeholder management skills.
• High attention to detail and strong analytical ability.

Educational Requirements    

• National Diploma or Degree in Information Systems, Information Technology, Computer Science, or equivalent (NQF 6 or higher).
• Software Testing / Quality Assurance certification (ISTQB or similar) advantageous.

Deadline:13th May,2026

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Job Purpose:

• This role also involves interacting with all telephonic and email enquiries from our clients to ensure we provide the best possible service. These are predominantly policy maintenance/claims enquires. This is a customer service orientated environment, we need to ensure all customers are treated with dignity, respect and the TCF principals are practiced. This role is a Fixed Term Contract for 5 months.

Key Responsibilities:

• Handle client service enquiries related to policy maintenance, including upgrades, banking details, restarts, and claims.
• Process requests from policyholders such as cancellations, debit order updates, and issuing new policy documents.
• Conduct proactive outbound calls when necessary to support client engagement and service delivery.
• Follow up on claims and apply knowledge of claim procedures to assist clients effectively.
• Resolve client queries empathetically via phone and email, aiming for first-contact resolution.
• Maintain accurate records of client interactions and service requests using CRM systems.
• Educate clients on policy features and procedures to improve understanding and reduce repeat queries.
• Collaborate with internal teams (claims, underwriting, finance) to ensure seamless service delivery.
• Monitor service turnaround times and escalate delays or recurring issues to the Team Leader.
• Uphold Treating Customers Fairly (TCF) principles and contribute to quality assurance and compliance efforts. 

Required Knowledge and Experience    

• Life Insurance experience 4 years min 
• 2 years call centre related experience (Inbound Customer Service specifically)
• Inbound Customer Service experience (2-3 years)
• Life Insurance product knowledge: various policy wordings, business rules etc.
• General Business acumen
• Strong Microsoft Office skills
• Excellent interpersonal skills
• Excellent verbal and written communication skills 
• Problem solving skills
• Time management skills 
• Dealing with irate clients 
• Complaint’s handling
• Insurance terminology
• Product knowledge
• Financial knowledge 

Educational Requirements    

• Matric (National Senior Certificate) 
• COP or similar  
• Post-metric studies/qualification is an advantage 
• RE 5 will be an added advantage 

Deadline:12th May,2026