Fresh Jobs at Telesure Investment Holdings (TIH)

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/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)

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Job Purpose

• Support and maintain database systems and identify potential risk to data and integrity not only on database level but also Infrastructure level. The role is responsible for planning, developing, installing, configuring, supporting, and optimising all database related systems. The role is core to executing strategy and will involve working closely with IT functional and technical areas, process owners, business and vendors. The role is  operational in nature with elements of operational support, execution and design.

Responsibilities

• Act as subject matter expert in an area of expertise. Maintain external accreditation's and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.
• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
• Work with internal GIT departments to scrutinize and provide guidance for required solutions.
• Understand 3rd party solutions which makes use of SQL databases.
• Interact with service providers to understand new possible technologies which can replace current solutions where deem fit.
• Approve database specifications, ensuring all agreed standards and protocols are followed and data integrity is preserved.
• Create standards and best practices for database systems environment.
• Assist management in identifying the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
• Create and maintain technical and/or user documentation to a high standard and back up files to ensure instant recovery if problems occur.
• Design distribution of complex database resources and provide physical modeling and design services to tune database applications for optimum performance.
• Maintain software and hardware requirements to ensure efficient operation of the database environment.
• Ensure database environment is operating at optimal efficiency.
• Ensure business continuity through the use of disaster recovery and high availability solutions.
• Ensure maintenance tasks and / jobs are created and run successfully.
• To identify SQL Infrastructure bottlenecks (Server/Storage/Application) constraints and provide possible solutions.
• Fit for purpose Infrastructure with the relevant configurations – Active/Active versus Active/Passive.
• Strive for 100% availability of the SQL Infrastructure and database access.
• Have a full overview of the SQL landscape and based on the IT strategy, identify constraints and risks which needs to be addressed.
• Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
• Implement all aspects of data architecture, turning event analytics, raw application data, and business systems into key business insights.
• Review and maintain architectural designs and concepts.
• Install and test the most complex databases and associated products to ensure they are suitable for use and meet customer requirements.
• Lead in detecting and analyzing security incidents including attacks, breaches, and identified vulnerabilities and remediate any security gaps in line with the security incident management procedure.
• Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct. 
• Provide guidance on data structures which developers needs to adhere to.
• Prescribe best practice installations to 3rd parties, thus protecting the business.
• Ensure adherence to security and regulatory requirements.
• Prepare and coordinate the completion of various data and analytics reports. Report (weekly) on database server health to management.
• Take responsibility for developing and delivering a key element of the organization's data management system.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant industry qualifications: MCSE or MCSD with a strong focus on SQL and Azure data management (Essential); Relevant degree in IT (Advantageous)

Experience

• 7 - 10 Years’ experience in Multiplatform environments with a focus on SQL 2008 - 2019 (Essential); A demonstrated proficiency of tuning and administration of large Microsoft SQL databases (Essential); Demonstrated ability working with multiple database platforms (Essential).

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Job Purpose

• To support the business requirements for the provision of system testing services. To support Business-related and IT test activities, in terms of communications to and from the business test representatives and ensuring through the Test Manager that key test issues are managed or escalated as necessary.

Responsibilities

Quality Testing

• Carry out a specified range of complex tests to verify that specifications are met and to reject nonconforming material or articles. To take responsibility for identifying potential risks, issue management and quality assurance during project life cycle. Carry out a range of quality management activities under the guidance of senior colleagues.

Quality Testing Design

• Validate new or existing complex test methods and procedures; identify issues and recommend improvements to contribute to further development. Design and deliver test scenarios and scripts in a structured way, prioritised to reflect business or technical priorities and are approved by appropriate stakeholders. Scope is to cover test cycle contents and regression packs.

Testing IT Performance

• Perform routine website/applications software tests. To ensure that test scenarios and scripts are prepared in a structured way, prioritised to reflect business or technical priorities and are approved by appropriate stakeholders. Scope is to cover test cycle contents and regression packs. To create and review automated and functional test scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded. To co-ordinate re-testing of defects and issues either through ‘at desk’ re-tests by business test representatives or via walkthroughs with third-party providers.

Document Preparation

• Prepare moderately complex documents using a variety of computer applications. Also responsible for gathering and summarising data for reports including test scripts, activity schedules, narrative and written reports and visual progress charts.

Project and Program Stakeholder Engagement

• Support stakeholder engagement by arranging meetings, events, and other stakeholder engagement activities. Daily execution meetings with project stakeholders to review daily status and confirm next steps / actions or JAD Sessions. Schedule and hold internal and external meetings; to achieve effective SIT test results.

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.

Data Management

• Manage test data and ensure data is available and ready for use. Ensure data is protected, in line with the POPI act.
• Work Scheduling and Allocation
• Organise own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

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.

Education

• Matric / Grade 12/ SAQA Accredited (Essential); ISTQB foundation certificate (Essential); Relevant IT degree/ diploma (Advantageous)

Experience

• 2 - 3 years experience in a Software Tester role (Essential).
• Financial Services experience (Advantageous); Worked on
• 2 or more projects in software testing (Essential);
• Experience in Agile and DevOps (Essential); Exposure to
• various Automation Tools (Advantageous).

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Job Purpose

• Responsible for customer policy maintenance by obtaining and capturing information from the relevant parties. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.

Responsibilities

Customer Service

• Attend to all VIP projects, VIP Business Key Managers, VIP Customers and Brokers / Business partners calls and emails.
• Assist VIP clients and VIP brokers in resolving queries via telephone and email.
• Adhere to customer service centre processes and procedures (e.g. work standards, schedule adherence, workflow processes etc.)
• Ensure quality standards are met (e.g. accurate data capture, accuracy and relevance of information provided, customer retention - SQA evaluations as source)
• Support VIP customer retention to meet customer needs.
• Inform VIP clients on returned debit orders and resubmission of debit orders, provide them with documents and manual letters and provide relevant solutions to VIP customer queries.
• Assist with refunds: dual insurance, error in billing, cancel credits etc.
• Log errors relating to policy renewals and system errors.

Customer Relationship Management

• Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Build, maintain and manage relationships with all internal and external stakeholders.

Sales Opportunities

• 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 - Up selling to existing VIP clients to ensure they are adequately insured.
• Re-selling policies/Reinstatements.

Customer Needs and Analysis

• Responsible for investigating policies, by doing a deep dive exploration, listening to calls and providing a summary. 
• Providing product information to VIP clients to ensure they understand their cover. 
• Refund and equalise premiums as needed.
• Administration on policy amendments, including adding cover, removing cover, correcting sum insured etc.
• Assist with underwriting cancellations and customer retentions.
• Assist in providing better packages/premiums to clients.

Insights and Reporting

• Extract and combine data to generate standard reports.
• Analyse management information on trends and report daily,  weekly and monthly on shareholder sales, outstanding requirements, and other trends identified. 
• Report monthly on VIP queries, amendments, annual policies, and other trends as identified.

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.

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.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 2 to 3 years' work experience in an insurance environment (Essential); 
• 1 year call centre experience in Financial services industry
• (Advantageous)
• Client Services experience (Advantageous); 
• Domestic and commercial underwriting experience (Advantageous).

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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

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

Experience

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

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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 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

• 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

• 3 or more years’ experience in the discipline of Project Management (Essential); Experience in Financial Services Industry (Advantageous).