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  • Posted: Jan 24, 2025
    Deadline: Not specified
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    Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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    Retention Consultant: Business Insurance (Afrikaans)

    Job Purpose

    • Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

    Responsibilities

    • Customer Service
    • Provide a quality service to customers 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.
    • Customer Needs Clarification
    • Set clear objectives for each 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, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.
    • Customer Management
    • Help manage customers by carrying out standard activities.
    • 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 when required from a supervisor or manager for any exceptions from mandatory procedure.
    • 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 and KPI's.
    • Personal Capability Building
    • Keep abreast with current changes in internal policies and procedures. Develop 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, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

    Education

    • Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

    Experience

    • 1-3 years Financial Services industry experience (Essential); Commercial/Business Insurance and STI insurance experience (Advantageous).

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    Project Manager

    Job Purpose

    • Assist with the successful end to end planning, execution and delivery of projects, to the required business objectives within the constraints of time, cost and quality.
    • Responsibilities
    • Project, Program and Portfolio Management
    • Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved. Ensure projects are realistically planned, organized and resourced, to deliver against requirement / project plan
    • Project and Program Deliverables
    • Plan and lead the delivery of a range of information gathering, analysis, and stakeholder consultation activities and specify, negotiate, and agree on project deliverables. Remain deliverable focused with each unique project delivering a product service result. Make decisions regarding the project, in context of the project boundaries, within the overall envelope of approved time, cost and scope and is accountable for the results of the project. Ensure a clear understanding of the project goals and stakeholder expectations. Effectively negotiate and define scope of work with all stakeholders thereby ensuring effective delivery
    • Project and Program Stakeholder Engagement
    • Plan and deliver stakeholder engagement activities to develop effective project
    • working relationships and to ensure that stakeholder needs and concerns are
    • identified and met. Ensure effective communication to business owners, internal customers and other relevant stakeholders, to keep them informed, facilitate decision making, take corrective action and set direction. Build working relationships with all relevant stakeholders, delivery partners and 3rd parties. Ensure the effective facilitation of all stakeholders’ input
    • Project and Program Risks and Issues Management
    • Identify and evaluate risks, issues, dependencies, and constraints associated with the project, escalating where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these. Control project delivery through effective management and communication of risks, issues, expectations, scope change and decisions required
    • Project and Program Resource Management
    • Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilization. Motivate resources to achieve a unified approach
    • Project and Program Reporting and Reviews
    • Draft project review reports and presentations, including key information, commentary, and recommendations to support the review process and enable stakeholders to evaluate progress and agree on change. Track and report on the financial business benefit reports
    • Project and Program Governance
    • Ensure compliance of projects to EPO project governance framework and methodology. Ensure effective and efficient project administration including project documentation, schedule planning and maintenance
    • Continuous Improvement
    • Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements
    • 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 fulfil personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential); Certification or Accreditation in a Recognised Project Methodology (Agile, Prince2/PMBOK) (Essential); 3 year Degree or Diploma in Project management (Advantageous)  (Required)

    Experience

    • 2 or more years experience in the discipline of Project Management and/or Business Management (Essential); Experience in the Financial Services Industry (Advantageous).

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    Retentions Customer Service Consultant - Australia Night Shift

    Job Purpose

    • Retention of policies through restatements and management of cancellations.
    • Focuses on meeting targets, maintaining customer relationships, and
    • troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and meeting profit margins.

    Responsibilities

    • Customer Management (External and Internal)
    • Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
    • Customer Needs & Analysis
    • Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
    • Up-sell Customer Propositions
    • Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
    • Correspondence
    • Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
    • 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.
    • Compliance
    • Identify and report potential risks or inadequate controls related to compliance or operational risks
    • Champion a culture of risk and compliance across the division
    • Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.
    • Administration
    • Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
    • Personal Capability Building
    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
    • Work Scheduling and Operational Compliance
    • Work according to an assigned schedule.
    • Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential)

    Experience

    • 1 year retentions experience (Essential);
    • 1 year sales experience (Advantageous).

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    Senior Developer (RPG)

    Job Purpose

    • Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team. May supervise computer programmers.

    Responsibilities

    • Application Software Development
    • Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.
    • Improvement / Innovation
    • Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
    • Applications Software Maintenance
    • Monitor, identify, and correct more complex software defects to maintain fully functioning applications software.
    • Testing IT Performance
    • Perform website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
    • Information Security
    • Implement and provide input on the design of required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
    • 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
    • Organisational Capability Building
    • Provide coaching to team members to develop their skills.
    • Operational Compliance
    • Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
    • Application Software Roadmap
    • Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
    • Customer Service
    • Provide a quality service to customers 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.

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)

    Experience

    • 4 or more years experience using relevant programming languages or technologies (Essential) 
    • Previous experience in a financial services environment (Advantageous).

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    Customer Service Consultant

    Job Purpose

    • Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

    Responsibilities

    • Customer Management (External and Internal)
    • Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
    • Customer Needs & Analysis
    • Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
    • Up-sell Customer Propositions
    • Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
    • Correspondence
    • Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
    • 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.
    • Administration
    • Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
    • Personal Capability Building
    • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
    • Work Scheduling and Operational Compliance
    • Work according to an assigned schedule.
    • Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

    go to method of application »

    Team Lead: Retentions (KZN)

    Job Purpose

    • Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
    • Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

    Responsibilities

    • Operations Management
    • Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
    • Performance Management
    • Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. 
    • Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
    • Customer Management (External)
    • Help manage clients by carrying out standard activities and providing support to others.
    • Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
    • Operational Compliance
    • Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
    • Leadership and Direction
    • Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
    • Capability Building
    • Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential.
    • Customer Relationship Management (CRM) Data
    • Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
    • Insights and Reporting
    • Extract and combine data to generate standard reports.
    • Identify gaps and suggest improvements to achieve targets and goals.
    • Work Scheduling and Allocation
    • Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
    • 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.
    • Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.
    • Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

    Education

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

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    Underwriter

    Job Purpose

    • Assist in the design and implementation of a technical underwriting frameworkfor TIH Business Insurance (BI) that fosters superior risk selection, streamlined processing, loss ratio management and underwriting profitability.

    Responsibilities

    • Underwriting
    • Contribute to the decisions around technical or professional underwriting and business enhancement solutions that would significantly improve business performance. Introduce underwriting rules on the acceptance of business. Assist in the resolution of escalated underwriting complaints and escalated underwriting opinions on claims. Support and contribute to the renewal of BI’s reinsurance programme in line with business strategy. Ensure optimal placement of facultative cases.
    • Product & Solution Development
    • Analyze and evaluate the feasibility and relevance of proposed products and services. May also assist with the definition, development and delivery of a significant product or service, ensuring alignment with customer requirements. Review and enhance BI products accordingly (addressing gaps and competitively). Undertake market opportunity assessment for BI products and undertake comparative analysis on key competitors’ products.
    • Risk Management & Analysis
    • Evaluate individual risks for acceptance where potential high risk scenarios exist or where there are changes to a clients’ claims behaviour. Determine underwriting processes and minimum risk acceptance criteria for BI's.
    • Underwriting Policy Development & Implementation 
    • Assist in the development of underwriting frameworks for the underwriting department. Assist with creating underwriting procedures and monitoring their implementation within underwriting. Monitor adherence to set mandates through technical audits and controls as set in the underwriting framework. Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing the underwriting processes, systems and protocols with a view to improve efficiencies and to ensure best practice.
    • Operational Compliance
    • Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulations, and ensure own work adheres to required standards. Ensure that business activities within underwriting comply with relevant external regulatory codes and with internal policies and procedures to minimize business risk and to protect the reputation of the organization. Undertake technical underwriting audits. Maintain business rules around when audits are required and adhere to underwriting guidelines and standards by managing audits. Ensure that business objectives and personal delivery aligns to and meets the TSW principles.
    • Stakeholder Engagement
    • Identify and manage internal and external stakeholder relationships (TIH companies; Brokers; Reinsurance brokers; Management colleagues). Find 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.
    • Insights and Reporting
    • Prepare and coordinate the completion of complex reports, identifying and interpreting patterns and trends, and translating those insights into actionable recommendations. Conduct monthly statistical analyses (loss ratio, multi-claimants and claims trends analyses) and engage underwriting (policy admin) to implement appropriate proposed corrective measures. Assist with the implementation of remedial measures. Prepare and contribute effectively to forums and committees where represented.
    • 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
    • Performance Management
    • Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential); Relevant Degree in Underwriting or Mathematics or similar (Advantageous); RE 5 (Essential); FAIS recognized qualification (Essential); FIISA, AIISA or Diploma in Insurance or equivalent (Advantageous); Business Analysis certificate or similar (Advantageous)

    Experience

    • 5 - 7 years experience in short-term insurance (mainly MMIII and Assets All Risks wordings, BI product experience (Essential);
    • Short-term insurance industry - commercial underwriting experience (Essential).

    go to method of application »

    Claims Processing Consultant(CPT)

    Job Purpose

    • Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

    Responsibilities

    • Customer Management (Internal)
    • Help manage customer by carrying out standard activities to complete the customer request.
    • Data Collection & Analysis
    • Ask questions, collect data from a variety of sources, analyse information and investigate claim.
    • Work Scheduling and operational compliance
    • Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
    • Administration
    • Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
    • Correspondence
    • Respond to routine requests using telephonic conversation or emails (internal and external).
    • Document Management
    • Create, organise and maintain files containing the correspondence relating to policies and matters.
    • Document Preparation
    • Prepare and manage claim documentation for customers.
    • Up-sell Customer Propositions
    • Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional

    Education

    • Grade 12/ SAQA Accredited Equivalent (Essential); FAIS Regulatory Qualification (Essential); RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); Class of Business Certification (Essential); STI Qualification (Essential); RE 1 (Advantageous); AIISA/FIISA qualification (Advantageous)

    go to method of application »

    Portfolio Manager

    Job Purpose

    • Portfolio Manager (Bloemfontein)

    Responsibilities

    • Portfolio Management
    • Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved
    • Underwriting Management
    • Review, rate and underwrite assigned new business and renewal cases within prescribed authority level, escalating unusual or complex cases to senior colleagues where appropriate. Knowledge of reinsurance and facultative placements
    • Insurance Claims Management
    • Investigate the circumstances of claims and the nature and extent of clients' losses. Review and evaluate information gathered using own subject-matter expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability
    • Intermediary Management
    • Build and maintain relationships with intermediaries while also helping senior
    • colleagues
    • Stakeholder Engagement
    • Engage, and build relationships, with stakeholders across the value chain. Facilitate meetings with large groups of stakeholders. Work with front-end, backend developers, marketing, sales, service departments to ensure a holistic management of deliverables. Engage with third-party suppliers or providers to deploy new technology and review and execute the deliverables
    • Data Collection & Analysis
    • Gather project data and report on the state of the performance of the portfolio.
    • Insights and Reporting
    • Contribute to the design and creation of reporting strategies and templates for Exco and senior management. Lead execution of complex reports to provide a performance overview for the key portfolios. Identify and interpret complex patterns and trends and translating those insights into actionable recommendations
    • Performance Management
    • Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives
    • Continuous Improvement
    • Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered on existing products, systems and processes
    • Internal and External Communications
    • Execute a communications plan within established internal communication
    • systems and procedures. Send Communications to Exco or senior management on project tracking and problems to gain buy-in for changes to processes and procedures
    • 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 fulfil personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media
    • Business Development
    • Monitor and assess sales and market data for a specific geographic region and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed

    Education

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

    Experience

    • 3 or more years’ experience in Intermediated, Broker and Underwriting Manager environment (Essential); Experience in Financial Services Industry (Essential); Experience in Key Account Management Advantageous).

    go to method of application »

    Claims Consultant: Virseker

    Job Purpose

    • Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

    Responsibilities

    • Customer Management
    • Help manage customer by carrying out standard activities to complete the customer request. Building and maintaining relationships with dependencies (for example; Loss Adjusting, Towing etc) to help assist with customer's communication.
    • Data Collection & Analysis 
    • Ask questions, collect data from a variety of sources, analyse information and investigate claim.
    • Work Scheduling and operational compliance 
    • Organize own work schedule in order to get the job done, coordinating with support services and completed work within TAT.
    • Administration
    • Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
    • Correspondence
    • Respond to routine requests using telephonic conversation or emails (internal and external).
    • Document Management
    • Create, organize and maintain files containing the correspondence relating to policies and matters.
    • Document Preparation
    • Prepare and manage claim documentation for customers.
    • Up-sell Customer Propositions
    • Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional cover.

    Education

    • Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing (Advantageous)
       

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