Fresh Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.
• 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 needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• 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.
• Customer Relationship Management (CRM) Data
• Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• School Grade 12  (Required)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
   

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Job Purpose

• Grow the VAPS business through designing, implementing and managing strategic initiatives to unlock new markets, build and improve on the existing value proposition to unlock profitable growth on value added product lines. In addition, enhance customer interaction and staff satisfaction in order to achieve company targets and objectives.

Responsibilities

• Functional Strategy Formation
• Execution of core strategic focus areas. Lead the development and implementation of strategy for VAPS. Remain current on competitor activity and market landscape and anticipate mega-trends and complex challenges and opportunities, and ensuring integration with wider corporate strategy. Identify potential commercially viable distribution channels and build business models in support of Group strategy and objectives. Accountable for delivery of projected growth opportunity of existing and new businesses efficiently within or below agreed OPEX. Continuously review performance and initiate appropriate strategies. Ensures that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets.
• Leadership and Direction
• Set and communicate the strategy for achieving the VAPS mission, vision and values within a function, together with the broad actions needed to implement it; inspire a large or diverse workforce to commit to these and to doing extraordinary things to achieve VAPS business goals. Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Hold monthly team meetings and ensure that actions are recorded and executed. Operational oversight and management of the VAPS business.
• Improvement / Innovation
• Enhancing the pace and effectiveness of execution, unlocking accelerated growth and lifting competitiveness in the market. Initiate, formulate and implement new business practices and research and develop new technologies and product lines within VAPS, while managing the development and delivery of a significant element of the organisation's change management program. Leverage all available information from our partners, the industry and internal stakeholders to ensure we are constantly reviewing our products, underwriting criteria, departmental processes, systems and protocols with a view to ensure profitability, improve efficiencies and to ensure best practice.
• Business Planning
• Develop and gain agreement to annual business plans for VAPS, ensuring alignment with strategy; quantify business outcomes (i.e. revenues or other key performance indicators); detail expense and headcount budgets; and develop business cases for key projects, ensuring cross-functional integration. Delivery and reporting on board-agreed milestones and targets.
• Stakeholder Engagement
• Identify and manage stakeholders up to C-suite level, finding out their needs/ issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Active collaboration with the Commercial Lines , VAPS and Distribution executive team on creating, building and refining growth agendas for the business.
• Performance Management
• Manage and report on business performance; hold direct reports accountable for achievement of business plans, and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer term delivery of stakeholder value.
• Organisational Capability Building
• Identify the capabilities needed to meet the current and emerging business needs of a significant business area. Evaluate current capabilities, identify gaps, and prioritise development activities. Motivate others to develop their capabilities and fulfill their personal potential. Build capabilities elsewhere in the organisation through mentoring and other informal methods.
• Personal Capability
• Building Act as subject matter expert in an area of technology, policy, regulation, or operational management for the function. Maintain external accreditations and in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media.
• Compliance
• Take responsibility for developing and implementing compliance policies for VAPS. Ensure that the correct employee on-boarding process is adhered to.
• Promoting Customer Focus
• Develop internal marketing plans and work collaboratively with other departments to improve internal relationships in a large organisation and to build strong external customer relationships.
• Budgeting & Costing
• Take responsibility for setting and managing the provisional budgets to meet business and profit targets.

Education

• Relevant degree (Essential); Relevant Post Graduate - Masters Degree (Advantageous); Professional qualification; FASSA or CERA (Advantageous)

Experience

• 6 - 10 years' substantial general work experience together with comprehensive  job related experience in own area of expertise to fully competent level (Essential); Experience in the short-term insurance industry (Essential); Experience in value added product (Advantageous); Experience in Risk management or Actuarial practices (Advantageous). 6 or more years' experience of planning, managing and organising resources within short / medium timescales within the overall policy framework (Essential)

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Job Purpose

• Build, maintain and enhance relationships with new and existing External Partners and leveraging their partner relationships in order to deliver end-end business results to ensure optimal business development.

Responsibilities

• Broker Relationships Development
• Execute on the Broker sales strategy to achieve targeted financial results by developing and implementing a Broker contact plan to communicate product launches and engage the potential Brokers in relevant sales campaigns to build new relationships. Act as first point of contact for Broker queries and complaints and resolve these, referring complex issues and complaints to the senior managers and ensuring that the customer receives an appropriate and speedy response.
• Broker Customer Service
• Provide a quality service to Brokers 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. Where relevant, effectively manage the entire Broker's portfolio, including but not limited to sales, leads, closing, cancellations, premium income, and claims ratios in line with business objectives and compliance requirements. Ensure Broker's are continuously up to date with regards to training, products and processes across TIH's entire value chain, in order to drive sales and ensure adherence to business and statutory requirements. Deliver on TCF principles in alignment with regulatory requirements.
• Broker Needs/Experience Research
• Contribute to the understanding of Broker segments, trends, needs, and expectations by reporting and providing feedback on client interactions. Ensure that possible constraints for Brokers are constantly assessed and that ideas for improvement are given to business using fact based evidence to enhance growth and ‘deal making’ opportunities.
• Performance Management
• Deliver new business development sales targets and ensure quarterly targets are met and provide guidance to Brokers/External Partners to ensure sales targets are met. Ensure growth of the entire Broker portfolio by monitoring each Broker's monthly performance by providing them with their portfolio performance stats.
• Data Collection & Reporting
• Produce accurate reports for others by collecting data using pre-set tools, methods and formats and inputting it into standard formats. Generate daily, weekly and monthly tracking report on respective activities.
• Network of Influence
• Participate actively in the development and nurturing of networks and relationships internally and externally by attending all the necessary industry functions.
• 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, competitors, external regulation, and industry best practices through ongoing education, attending events and reading specialist media.
• 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. Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination and relevant short term personal lines and business qualifications (e.g. Business Insurance) (Essential); All relevant FAIS requirements (Essential); Relevant CPD accreditation (Essential) B.Com/Higher Diploma or equivalent business related qualification (Advantageous)

Experience

• 3-5 years experience in Broker Account Management environment (Essential); Experience in Financial Services industry (Essential) Experience in Key Account Management (Advantageous). 3 or more years experience in managing a Key Account Management Team (Essential)

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; 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, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organisation'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.
• Customer Relationship Management (CRM) Data
• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• 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 to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• To recover damages from the uninsured third parties following losses suffered by the customers and negotiate the reduction of claims costs.

Responsibilities

• Governance
• Roles at this level are individual contributors operating as junior specialist with operational or administrative processes, selecting the most appropriate approach (from established options) and reacting to changing priorities / circumstances. Process specialist.
• Settlement Negotiation
• Negotiate the best possible settlement with uninsured third parties in the shortest amount of time in accordance with the standard operating procedure
• Payment Management
• Manage and follow-up on payment arrangements made with third parties in accordance with the standard operating procedure. 
• Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures.
• Payment method conversions i.e. conversion of cash payers to debit orders
• Customer Management
• Update, inform and notify the customers of the status of the recovery in accordance with standard operating procedure.
• Data collection and analysis
• Determine and decide on the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery.
• Correspondence
• Execute telephonic and written demands for payment of outstanding debt from uninsured third parties in accordance with the standard operating procedure.
• Document Management
• Ensure all relevant data obtained during the course of a recovery including payment arrangements negotiated is captured accurately and timeously in order to ensure a successful outcome.
• Continuous Development
• Ensure up-to-date knowledge of company products, systems and procedures.

Education

• School Grade 12

Experience

• 1-2 years call centre experience within a customer services environment in the Short term insurance industry (Essential); 1-2 years debt collection experience (Essential); Credit control experience (Advantageous).