Fresh Jobs at PPS

Minimum Requirements

Education: 

• Degree in Occupational Therapy or Physiotherapy or any other medical/health quality.

Experience: 

• 8+ years’ experience in the insurance industry.
• 5+ years’ experience in claims assessment including Income protection, Lump Sum Disability, and dread disease.
• Prior experience in Sales Support and Risk Management is advantageous.

Knowledge and Skills:

• Capable of critically evaluating data to derive meaningful, actionable insights.
• Demonstrate superior communication and presentation capabilities for audiences without a technical background.
• Must have excellent telephone etiquette.
• Good computer knowledge - MS Outlook, Excel and Word are necessary.
• Good report writing and presentation skills.
• Must have a mature, disciplined, and driven personality.
• Ability to work independently as well as being a good team-player with excellent interpersonal skills. 
• Deadline/target driven, with ability to work under pressure.
• Logical and analytical.

Duties and Responsibilities

Claims Processing and Resolution:

• Analyze claims data, identify trends, and provide recommendations for improving claims processing and resolution.
• Investigate, evaluate, and negotiate complex insurance claims in a timely and efficient manner.
• Liaise with policyholders, claimants, and other stakeholders to gather necessary information and documentation to process claims.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Internal Arbitrator and Ombudsman:

• Act as an internal arbitrator and ombudsman to assist stakeholders (e.g., policyholders, agents, brokers) with claims-related queries and issues.
• Facilitate the resolution of disputes and complaints through mediation and negotiation.
• Provide guidance and recommendations to stakeholders to ensure fair and equitable claim outcomes.
• Maintain detailed records of all arbitration and ombudsman activities.

Stakeholder Liaison:

• Collaborate with various departments and stakeholders to ensure seamless communication and coordination in the claims process.
• Provide presentations on request.
• Contribute to the development of claims-related policies, procedures, and training materials.

Presentations and Quality Assurance:

• Analyze quality assurance data and provide recommendations to enhance the overall claims management system.
• Conduct regular quality assurance reviews of claims processes and documentation to identify areas for improvement.
• Prepare and deliver presentations to management, cross-functional teams, and other stakeholders on claims-related topics.
• Convey insights through both reports and visual presentations.
• Provide constructive feedback to claims manager/-claims team regarding matters arising. 

Knowledge Sharing and Champion:

• Regularly share key learnings, best practices, and process improvements with the claims team and other relevant departments.
• Participate in team meetings, training sessions, and cross-functional initiatives to promote knowledge sharing and continuous improvement.
• Stay up-to-date with industry trends, regulatory changes, and emerging claims management practices.
• Provide guidance and support to claims assessors. 
• Empower team members with transfer of knowledge, be the Claims Team SME.
• Ensure that own knowledge is kept abreast with industry & regulatory information and changes through various internal and external information sources. Regulations to provide informed and up-to-date support.
• Provide technical information and support. Proactively identify opportunities to enhance claims processes and communication strategies.

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Minimum Requirements

Education:

• Matric
• Information Technology Diploma
• Business Design and or Business Analysis diploma
• ITIL Incident Management (Advantageous)

Experience:

• 3-4 Years Work Experience in a either Production Support and /or Business Analysis role
• Financial service and / or Investments experience

Knowledge and Skills:

• Process Management Knowledge
• Understanding in implementing problem management / incident resolution methodologies
• Understanding of Systems development Life Cycles
• Ability to influence and understand IT dependencies and inter – dependencies to ensure that Priority incidents are sequenced for resolution and deployment
• Understanding the IT landscape

Duties and Responsibilities

• Is responsible forgathering information related to incidents or issues, then determines the root cause of the problem and devises solutions to resolve the business user's issue.
• Manage the flow of incoming support requests and escalate issues to other IT specialists (internal and External).
• Assists in facilitating quality improvement interventions. The incumbent must be able to assist business in solving for interim solutions while the incident is still unresolved and or implemented.
• Understand all the Tier 1 PPS Investments business applications to ensure priority and attention to incident resolution is applied depending on system criticality for business reliability.
• Delivers BAU business specifications through a structured work approach using quality, governance and analysis practices
• Understands and considers all applicable incidents that have been reported which is relevant to the business requirement so that it is included as part of the overall business solution
• Providing regular feedback in the required communication to relevant stakeholders
• Provide Incident Management reporting
• Documents and updates Incident Management / BAU process flows and guides
• Documentation of guides for implemented solutions
• Train and provide post implementation build support to Business Stakeholders
• Provide UAT support to Business Stakeholders
• Understand what the agreed Service Level Agreements, technology implementation dates and production fixes versions are to ensure that all agreed incidents are categorized for resolution in this regard.
• Provide end to end information about respective incidents to stakeholders throughout the life cycle of the incident resolution process.
• Leverages on Business Analysis and Testing knowledge from the broader team to ensure that all documentation is obtained for problem resolution.

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Minimum Requirements

Education:

• NQF level 4 : Grade 12
• VDQ will be an advantage
• ACFE will be an advantage

Experience:

• 10 years’ experience within a Short-Term Insurance claims environment (both for Commercial and Personal Lines).
• Minimum 5 years Loss Adjusting / Investigating of Short-Term Insurance Claims both Personal Lines and Commercial
• Advanced knowledge of property insurance, claims verification, coverage evaluation, loss assessment (both physical damage and financial loss), reserving, insurance legal & regulatory environment, claims processes, applications/systems and procedures, and finance.
• Codeplex experience would be an advantage.

Knowledge and Skills:

• Customer Service Skills
• Thorough understanding of claims handling process
• Knowledge of Commercial and Personal Lines claims processes and the validation thereof.
• Negotiation Skills
• Risk management.
• Knowledge of the Auto Body repair industry.
• Proficiency in claims management software and Microsoft Office Suite.

Key Responsibilities:

• Multi-skilled Claims Moderator (STI Motor and Non-Motor)
• Overseeing claims Investigation
• Assessment and Analysis
• Negotiation and Settlement
• Documentation and Reporting
• Customer Service
• Continuous Improvement and process implementation

Risk and Compliance

• Adhere to internal SLA's to ensure operational efficiency and achievement of agreed customer service standards
• Identify trends in claims and train consequences thereof into the claims team.
• Ensure adherence to audit requirements.
• Ensure adherence to regulatory and compliance requirements.

People and Culture

• Create a motivated work environment where employees want to work hard to achieve service excellence by providing regular feedback on their performance and by making sure that the employees' efforts are recognized.
• Determine and analyse training needs for the claims team and ensure that all agreed development/training interventions are scheduled, approved and executed.
• Ensure continuous improvement and updating of work instructions and process documents.
• Provide input in development and updating guidelines to support the assessment/investigation of  claims.

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Education: 

• Matric (Grade 12).
• Bachelor’s degree with relevance to Finance, Financial Planning, Investment Management preferable.
• RE 5 and FAIS accredited and compliant.

Experience:

• 1 to 3 years’ experience in an outbound sales call centre within the financial services environment.
• 3 years leads generation experience with a proven track record.
• Previous sales experience with a proven track record would be advantageous.

Knowledge and Skills: 

• Intermediate knowledge of the Life Assurance or Financial Services Industry.
• Knowledge (and skill) in how to successfully influence and persuade others by understanding how their individual needs and motivations link to goals is essential.
• Computer Literate (MS Office Package).
• Excellent Communication -Verbal and Written.

Duties and Responsibilities

The generation of leads for PPS Advisory Services and Enablement by doing the following: 

• Lead Generation: be responsible for generating and nurturing leads for the organization using different marketing channels.
• Generate new leads using Cold Calling, External Databases, Performance Marketing, Worksites, email marketing, social media, and other relevant marketing channels.
• Liaise with professional bodies to gain access to young qualified professionals.
• Classify hot, warm, and cold leads based on their need, budget, and decision-making capabilities. Accordingly, take the necessary steps to convert hot leads and nurture warm and cold leads.
• Organize and keep the lead status updated in the leads register.
• Conduct Research into the PPS target market and then translate this into appropriate leads generation activities to maximize the number of leads generated.  
• Interact professionally with potential members, existing members, and other company stakeholders via various communication mediums to generate leads and referral leads.
• Collaborate with the marketing and sales team members to work on tasks relevant to lead generation.
• Identify and run appropriate leads generation campaigns.
• Cultivate in-depth product knowledge and understanding to ensure that you can effectively communicate the product features and benefits to the prospective customers.  Understand the product offering of competitors to effectively respond to objections.  
• Follow company decorum at all times when representing the organization.
• Be a PPS Brand Ambassador when representing the company via the various communication platforms.
• Excel within the set PPS leads generation targets. 

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Minimum Requirements

Qualification:

• Bachelor’s degree in commerce or related field essential.
• CFP and/or investments related honours degree an advantage.
• RE5.

Experience: 

• At least 3 to 5 years’ experience within the IFA, investment or linked product markets, preferably working at a LISP or retail asset management business.
• Discretionary Fund Manager’s and/or multi management experience would be advantageous.

Knowledge/Computer Literacy:

• MSOffice – specifically a good understanding of both PowerPoint and Excel.
• CRM experience.
• Client database experience an advantage.

Interpersonal & Intrapersonal Skills:

• Technical knowledge about investments, investment industry & trends.
• Knowledge around Discretionary Fund Manager’s, ASISA categories and related    asset managers is a pre-requisite.
• Demonstrable training delivery skills are essential.
• Self-discipline to work unsupervised and to maintain CRM system.
• Resilience and Tenacity. 
• Strong presentation skills.
• Relationship management – networking.
• Communication - verbal & written.
• Performance driven.
• Innovative thinking and problem-solving.

Duties and Responsibilities

• Build and promote the PPSI asset management brand and image by networking with key industry stakeholders.
• Identify and develop strategic partnerships to leverage new opportunities.
• Position PPS Investments as the niche LISP for intermediaries in your region.
• Deliver on very specific flow targets for your region, including both LISP and Asset Management capabilities.
• Provide PPS head office with detailed reporting on leads and opportunities.
• Excellent client services, including proactive response to intermediary needs.
• Supply intermediaries with accurate investment, product, fund, service and investor information.
• Training and developing the intermediary and support staff.
• Supporting investment projects and campaigns, with the ability to deliver investment presentations.
• Participating in investment product implementation.
• Presentations and 1 on 1 engagements around investments, from a 101 level to discussing the PPS Asset Management value proposition.
• Regular formal report backs to PPS Investments management.

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Minimum Requirements

Qualification:

• Matric.
• 4 year Bachelor’s Degree in Legal and/or business related studies or equivalent.
• Honours Degree will be advantageous.

Knowledge & Experience:

• Minimum 4 – 6 years' experience in compliance and/or disputes role (AFSL and/or ACL experience preferred).
• 2-3 years escalation management.
• Proven experience (minimum 4 - 6 years) of handling general insurance complaints, ideally across a broad range of products.
• Long term financial services product knowledge.
• Knowledge of regulatory bodies and guidelines such as APRA, ASIC, AOIC, AUSTRAC, ACMA.
• Experience in producing and submissions of reports.
• Proven Insights and trend analysis experience.
• Strong written and verbal communication skills, with the ability to build relationships and influence stakeholders.
• Self-motivated with the ability to manage workloads independently.
• Strong problem-solving skills and ability to identify risk areas and solutions.
• Ability to apply critical and analytical thinking and conduct in depth root cause analysis.

Communication:

• Is articulate and communicates in a logical way and structures information to meet the needs and understanding of intended stakeholders.
• Expresses opinions, information and key points of view clearly and assertively.
• Anticipates and responds appropriately to the needs, reactions and feedback of team members.
• Transparency in ensuring that key business capabilities are highlighted with a solution orientation approach.

Strategic Orientation:

• Complaint handling expertise: Proven experience (minimum 2 years) of handling general insurance complaints, ideally across a broad range of products. 
• Technical product knowledge: In addition to having handled complaints you will be able to demonstrate detailed technical knowledge in support of your experience. This will include knowledge of set approaches to certain types of compliance issues and complaints and understanding of aspects of different policy types and compliance issues relating to those products. 
• Regulatory and market awareness: Whilst you will be operating as a Compliance and Complaints Specialist, the PPS Mutual Operations teams do so much more than handle complaints. You will need to demonstrate a strong understanding of operating compliance frameworks, the General Insurance Code of Practice, as well as knowledge of both the AFCA and ASIC complaint handling processes. 
• Communications skills: You will have proven written and verbal communication skills and be able to articulate detailed and complex issues in a clear and concise manner.
• Reasoning / negotiation skills: You will show proficiency in investigating, drawing logical conclusions, and effectively articulating findings as well as a confidence in your knowledge and expertise. You should be able to present your findings whilst conveying your views of how a compliance issue should be resolved. You will be able to communicate and negotiate with people at all levels in order to ensure the correct case outcome is reached.
• Organisational skills: You will need to be pro-active, and capable of managing your own workload; adhering to deadlines and quality standards when doing so. 

Interpersonal and Intrapersonal Skills:

• Sense of urgency and highly accountable.
• Problem solving.
• Conflict resolution skills.
• Excellent relationship building skills.Attention to detail and high levels of accuracy.
• Highly organised.
• Energetic and enthusiastic.
• Self-motivated.
• Good communicator.
• Team player.
• Ability to work under pressure.

Duties and Responsibilities

• Investigate and resolve complaints through phone and written communication in a timely and empathetic manner.
• Managing escalated complaints and ensuring strict deadlines are met.
• Prepare and submit complaint reports monthly. 
• Assist in developing compliance and complaints handling processes and provide advice on regulatory matters.
• Manage relationships and liaise with internal and external stakeholders across departmental and cross country with PPS Mutual and NobleOak in Australia to ensure delivery of appropriate customer outcomes.
• Monitor and improve compliance processes, ensuring adherence to regulatory obligations within the call centre and operations.
• Prepare and check data for internal admin and compliance reporting.
• Maintain up to date complaint registers and complete all internal and external reporting (e.g. ASIC, AFCA) within the PPS Mutual Compliance Framework.
• Advise on incidents and breaches, offering solutions for remediation.
• Provide root-cause feedback to internal and external stakeholders, to ensure continuous business improvement is achieved.
• Analyse and provide guidance on regulatory obligations, ensuring compliance with APRA, ASIC, OAIC, AUSTRAC, FSC, and other regulatory bodies.
• Offer comprehensive guidance for compliance with evolving regulatory requirements.

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Education:

• A Bachelor’s degree in information technology/systems, computer science, computer/electronic engineering or related field.

Experience:

• Twelve years’ information technology experience, of which six years must be in information security and three years must be in information security architecture;
• Experience in interpreting and understanding an organisation’s legislative, technical and business environment;
• Experience in designing and implementing an enterprise information security architecture;

Security, Risk and Governance

• Experience in reviewing of and incorporating information security controls and capabilities 
• into various architectures and designs;
• Experience in implementing international information security standards and best 
• practice such as the ISO 27000 series and NIST Framework;
• Experience in a broad range of information security domains, as well as technical 
• experience in various information security technologies and their associated capabilities;
• Experience with presenting information security concepts and ideas in a non-technical 
• business-friendly language appropriate to the target audience.

Knowledge and Skills:

• Knowledge of IT Security and Risk Management frameworks, policies, standards and technologies – ISO27001/2
• Malware Management Knowledge.
• Vulnerability and Patch Management
• OS/Application VM Knowledge
• Web monitoring solutions
• Data leakage on end points
• Virtual server protection
• Database monitoring
• Desktop Firewall and IPS solutions
• EDR Solutions
• Network security architecture
• Clould security

Key Competencies, duties and responsibilities:

• Direct, develop, maintain and implement a PPS-wide enterprise information security architecture, as well as supporting information security capabilities and controls, in support of and aligned to the business, regulatory and technical context.
• Develop metrics and measurements to determine the maturity and effectiveness of the information security strategy and architecture execution within the PPS
• Develop and manage the application of information security architectural principles within solution architectures and designs in order to reduce risk and drive adoption of and adherence to the information security strategy and governance;
• Anticipate the impact of the latest ICT and information security trends and technology changes on the PPS, and ensure that the PPS enterprise information security architecture is evolved, and affected through the information security program;
• Provide insight into and strategic recommendations for the information security aspects of the PPS ICT strategy and any new ICT trends;
• Participate in, actively influence and contribute to business and ICT planning initiatives in order to ensure appropriate alignment with the information security strategy and consideration for information security requirements and controls;
• Conduct in-depth information security reviews and assessments of new and/or existing systems, applications and/or programs and design solutions or recommendations for the remediation or mitigation of risks or insecure design;
• Collaborate with and provide authoritative advice and expertise to various key stakeholders, as well as solicit their requirements and involvement in achieving higher levels of enterprise information security;
• Collaborate with and provide authoritative advice and expertise to the enterprise and solutions architects and ensure information security requirements and controls have been incorporated into the PPS enterprise architecture, as well as new and/or revised architectures and designs

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Minimum Requirements

Education: 

• A tertiary qualification (NQF6 or above) with relevant business orientation advantages 

Experience:

• 2+ years of experience in an administration environment.
• Experience in the policy administration environment would be beneficial.
• Call Centre experience would be beneficial to assist with telephonic enquiries

Knowledge and Skills:

• A good business acumen.
• Knowledge of Financial institutions (advantageous).
• Computer Literate (MS Office Package).
• Have excellent administration skills.
• Display attention to detail and analytical skills.
• Have strong organisational skills.

Key Responsibilities:

• Quality assurance of claims documents received, as per the work instruction.
• Ensuring valid banking details linked to payment scheduler.
• Drafting of claims correspondence e.g. letters and emails.
• Verifying of member’s contact details and personal information.
• Sending out of communication of claims correspondence, inclusive of attachments.
• Uploading of claims assessment correspondence/documents on system (correspondence, emails, reports referral sheets, stats, etc.).
• Correctly administer claim documents and claim correspondence as per the published work instruction.
• Maintaining Team service level agreement by ensuring daily targets achieved 

Assist Management and Support Team :

• Agree duties with team members in order to achieve operational targets including prioritization and work schedules.
• To execute policies and procedures related to service delivery in Operations and between other areas.
• Build and maintain relationships with relevant stakeholders

Maintain Product Expertise:

• In order to answer customer complaints and questions, a Technical Administrator must be an expert in the products offered by PPS. This requires one to take the initiative to master every feature and benefit of each product. Identify process and procedure improvements and make recommendations to streamline and simplify processes.