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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Job Purpose
- Manage a team's performance outputs within the retentions department. Meet the metrics that has been set out by business. Manage the tactical strategy and execution within the inbound and outbound retention's unit.
Responsibilities
Operations Management
- Supervise others working within established operational systems.
Leadership and Direction
- Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
Performance Management
- Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Organizational Capability Building
- Use the organization's formal development framework to identify 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 fulfil personal potential.
Insights and Reporting
- Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Customer Service
- Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times.
Operational Compliance
- Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
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 Allocation
- Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
Customer Relationship Management (CRM) Data
- Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
BEHAVIORAL COMPETENCIES
Customer focus
- Builds strong customer relationships and delivers customer-centric solutions. For example, uses customer feedback and data to drive continuous improvement; creates an environment in which team members feel a strong sense of ownership and accountability toward creating the best possible customer experience.
Ensures accountability
- Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
Directs work
- Provides direction, delegating, and removing obstacles to get work done. For example, delegates considerable responsibility to staff with clear expectations and targeted guidance, removing obstacles. Fosters highly efficient teams; tracks team performance with appropriate metrics and provides feedback.
Situational adaptability
- Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.
Drives results
- Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.
Being resilient
- Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.
Develops talent
- Develops people to meet both their career goals and the organization's goals. For example, emphasizes the importance of learning, urges people to build new skills, and provides opportunities for them to develop their careers. Provides useful real-time coaching, development activities, and stretch assignments.
Communicates effectively
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
Collaborates
- Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do.
Plans and aligns
- Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups'. Looks ahead to determine and obtain needed resources to complete plans.
Manages complexity
- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.
Optimizes work processes
- Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, encourages and rewards continuous improvement and quality outcomes. Equips others to handle day-to-day tasks effectively on their own. Integrates systems to improve quality and service.
TECHNICAL COMPETENCIES
Customer Service Delivery
- Use comprehensive knowledge and skill and guide and train others on meeting high customer service standards.
Verbal and Written Communication
- Apply comprehensive knowledge and guide and train others on using clear and effective verbal and written communications skills to express ideas, request actions and formulate plans or policies.
Compliance
- Use comprehensive knowledge and skills and guide and train others on achieving full compliance with applicable rules and regulations in management and/or operations.
Policy and procedures
- Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
Planning and Organizing
- Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Customer System Operation
- Uses comprehensive knowledge and skills to work independently while guiding and training others how to understand and effectively operate all customer management systems.
- AS400; GeneX; IEX; EMC; Proficient in MS Office.
Review and Reporting
- Applies comprehensive knowledge and skills to work independently while providing guidance and training to others on reviewing and creating relevant, lucid and effective reports. Reports for improvement initiatives.
Data Collection and analysis
- Works independently and provides guidance and training to others on analyzing data trends for use in reports to help guide decision making.
Learning and Talent Development
- Uses comprehensive knowledge and skills to act independently while guiding and training others on motivating all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.
Reporting
- Works without supervision and provides technical guidance when required on creating relevant, lucid and effective reports.
Data Management
- Provides technical guidance when required to create relevant, lucid and effective report
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)
Experience
- 3 or more years experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential). 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
Deadline:14th August,2025
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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/ SAQA Accredited (Essential)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
Deadline:14th August,2025
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Job Purpose
- The Test Team Lead is responsible for coordinating and guiding the day-to-day testing activities within the software development lifecycle. This includes leading the execution of test plans across functional, integration, regression, and user acceptance testing phases. Working closely with testers, developers, business analysts, and project stakeholders, the Test Team Lead ensures that testing is conducted efficiently and effectively, with a strong focus on quality and collaboration.
- Key responsibilities include supporting the definition of test strategies, managing test cases and defect tracking, and helping to embed best practices in testing processes. The Test Team Lead plays a hands-on role in testing efforts, while also mentoring junior team members and contributing to the continuous improvement of quality standards across projects.
Responsibilities
Quality Testing
- Select the appropriate complex tests or tests from a specified range and carry out using specialised methods and equipment; validate and interpret test data to verify that specifications are met and/or to identify remedial actions required to ensure conformance or suitability.
- To take responsibility for: time management; reporting and monitoring; risk management; issue management and quality assurance.
- Carry out a range of quality management activities under the guidance of senior colleagues. Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System.
- Support the design, development, and documentation of new policies, procedures, and business processes.
Leadership and Direction
- Supervise a team performing routine work. Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals. Provide training and mentoring to more junior colleagues.
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.
- Responsible for Testing Team as well as functional responsibilities aligned with improving product quality.
Project and Program Stakeholder Engagement
- Deliver stakeholder engagement activities to support development of effective project working relationships and to identify and respond to stakeholder needs and concerns.
Testing IT Performance
- Assist with the design and perform website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
- Ensure conformity to the SIT/UAT entry and exit criteria decisions.
- Responsible for Environment readiness (SIT/UAT).
- Oversee and review automated and functional test scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded and reported on.
Insights and Reporting
- Contribute to the preparation of various data and analytics reports.
- Provide status report detailing test coverage and defect analysis to relevant stakeholders.
Organisational 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 to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Quality Testing Design
- Validate new or existing complex test methods and procedures; identify issues and recommend improvements to contribute to further development.
- Oversee 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.
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.
Continuous Improvement
- Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.
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.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); ISTQB foundation certification (Essential); ISTQB Advanced Test Manager Certification (Advantageous); Relevant IT degree/diploma (Advantageous)
Experience
- 5 or more years’ experience in a software Test Analyst/Lead role (Essential); Experience having worked on more than 6 IT software projects (Essential); Knowledge of Agile process and SDLC (Software development life cycle) (Essential); Experience in the Financial Services Industry (Advantageous). 3 or more years supervising and directing people and other resources to achieve specific end results within limited time-frames (Essential)
Deadline:22nd August,2025
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Job Purpose
- Build, maintain and enhance relationships with new and existing Dealer Division Business Partners. Lead and collaborate with the Dealer Relationship Consultants to ensure any business or technical queries and issues are are resolved effectively in order to deliver end to end business results and ensure optimal business performance.
Responsibilities
Partner Management
- Manage and develop important customer relationships with guidance from senior colleagues and/or manage a team of Relationship Consultants delivering day-to-day support. Customers likely to include mid-tier companies, multinational corporates and similar.
Partner Needs Clarification
- Set clear individual objectives and/or team of Relationship Consultants; use standard materials to make a presentation to the partners; and ask relevant questions to evaluate the Partner's level of interest and to identify and respond to areas requiring further information or explanation.
- Inform Dealer Division Partners about other products the company offers and contract with them to sell the products to their clients.
- Liaise with internal departments (Brand, Sales, Retentions, etc) to ensure Dealer Partner needs are fulfilled effectively.
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.
- Achieving client relationship targets and KPI’s as set by the Head of Dealers.
- Work closely with Dealer Relationship Consultants and Dealer sales team to achieve optimal performance.
Insights and Reporting
- Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.
- Monitor company performance against service level agreements and flag potential issues.
- Attend monthly meetings with Dealer Division Partners to build relationships and report on their performance.
Partner Relationships Development
- Develop and implement a relationship management plan for Partners to identify and build relationships with relevant decision makers and influencers to enable effective two-way flow of information and resolution of issues.
- Effectively build and maintain relationships with potential and existing partners.
- Assist Dealer Relationship Consultant with generating new business.
- Source and generate by identifying new business opportunities and delivery of profitable returns .
- Build and maintain relationships with Partners and key stakeholders.
Partner Relationships Management
- Collect feedback from identified Partners or Partner segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on their input.
- Conduct business reviews to ensure Partners are satisfied with the products and services.
- Conduct regular client satisfaction surveys and reviews.
Sales Opportunities Creation
- Develop a personal network within the business sector and represent the organisation at business sector events. Obtain market intelligence and enhance the visibility and reputation of the organisation, its products, and its services.
- Alert team to opportunities for further sales.
- Approach new potential customers to establish relationships.
Customer Relationship Management (CRM) Data
- Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organisation has quality data to enable effective customer retention and business development activities. Ensure that team members maintain up-to-date customer relationship management data, identifying and resolving issues.
- Update the CRM and ensuring all stakeholders are aware of changes within clients portfolio.
- Escalate and resolve areas of concern as raised by Dealer Division Partners quickly and effectively.
Operational Compliance
- Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
- Manage new and current partner legal agreements.
Leadership and Direction
- Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
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.
- Ensure up-to-date industry and market knowledge, as well as internal products, processes etc.
- Gain solid knowledge of competitors and continuously conduct market research.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Relevant Business Management related Degree and/or Diploma (Advantageous); FAIS (Advantageous); RE 5 (Advantageous); Class of Business Certification (Advantageous); STI Qualification (Advantageous)
Experience
- 3- 5 years experience as a Relationship Manager or similar role (Essential); Experience in a Financial Services Industry (Advantageous); Experience in sales or customer service environment (Advantageous); Experience working with customer relationship management (CRM) practices (Advantageous). 3-5 years leadership experience (Essential)
Deadline:15th August,2025
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Job Purpose
- Support the work of the Marketing team on all work directed at planning and executing the marketing campaigns against set targets and budgets. Collaborate and work with other teams within Group Marketing.
Responsibilities
Marketing Planning
- Contribute information to marketing and campaign plans.
- Coordinating the Marketing campaign calendar and ensure that all campaigns are executed timeously.
- Checking and trafficking the sign-off process on all creative development of campaign materials, such as emails, sms, app notifications, etc.
- Coordinate the campaign code process (aka as VDNs), from requesting the campaign codes, to ensuring they’re on the campaign management system and ready for campaign deployment.
- Check and test all campaign codes are active on all systems/platforms, e.g. test hyperlinks on campaign emails, SMS’, Facebook ads, and any other campaign chanel to ensure the leads from those hyperlinks are received and recorded on internal systems.
Marketing Execution
- Use the marketing system and protocols to deliver mostly routine support services.
- Assist with customer service response protocol to ensure all responses to queries and complaints (online, email, sms) are appropriate, timeous and consistent.
- Coordinate and ensure all Cost Estimates and Invoices are signed and distributed to the correct person/department.
- Assist on a variety of ad-hoc marketing and communication initiatives, as needed.
Marketing Campaign Development
- Carry out supplier and contract management tasks to support advertising/promotion/other marketing campaigns.
- Assist in compiling briefs to internal and external service providers, e.g. creative brief to the internal creative studio; data request brief to Data Science and Analytics, creative brief to external agencies.
- Create emailers on the Email Service Provider, e.g. Mail Chimp, Everlytic.
- Create SMS campaigns on SMS Service Provider, e.g. SMS Portal.
Marketing Communications
- Assist with the development and delivery of marketing communications to support the business plan and increase retention and customer lifetime value.
Stakeholder Engagement (Internal)
- Support stakeholder engagement by arranging actions, meetings, and events.
- Compile campaign briefs to call centre and operations to ensure that all call centre agents are timeously advised of new campaigns and that required product training has been completed.
Data Collection & Analysis
- Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.
- Assist in tracking all campaign reports from Email Service Provider, SMS Service Providers, Telephony systems, and any other software tool, or otherwise, used for the execution of the tactical campaigns.
- Ensure management and trafficking logs with other internal departments such as IT, Digital Development team.
Personal Capability Building
- Develop and maintain excellent process or technical skills, develop and maintain an understanding of relevant technology, by participating in assessment and development planning activities as well as formal and informal training and coaching.
Organisational Capability Building
- Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); A relevant degree in Digital Marketing (Essential); Bachelor’s Degree or equivalent in Marketing Management or Customer Relationship Management (Advantageous); Diploma or equivalent on Marketing Automation strategy and implementation (Advantageous) (Required)
Experience
- 2-3 years' experience in a Marketing Assistant role (Essential); Experience working within a Financial Services Industry (Advantageous).
Deadline:12th August,2025
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Job Purpose
- To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
Responsibilities
Education
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA where applicable (Advantageous) A relevant 3-year Business related degree / diploma (Advantageous).
Experience
- Experience in the insurance industry (Over 3 years to 6 years). Experience of general supervision of more junior colleagues (7 to 12 months)
Deadline:15th August,2025
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Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
Deadline:15th August,2025
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Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
Deadline:15th August,2025
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Job Purpose
- Responsible for resolving escalated technical motor queries, requiring technical knowledge, and supporting the VAPS warranty and service plan products. Assist with reducing preventable claims cost by identifying possible financial risk and support the claims handling philosophy and supply strategy to mitigate such risk. Responsible to deliver all services in accordance with agreed service and functional standards.
Responsibilities
Operations Management
- OPERATIONS - PRODUCTION -Carry out operational tasks by implementing and following established processes. May involve adjusting basic settings or parameters to meet performance standards. Make fair, honest, accurate and reasonable cost related decisions through the vehicle claims life cycle. Accurate quantification, identification and validation of vehicle part costing.
Customer Service
- CLIENTS - CUSTOMER MANAGEMENT -Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm. Consistently provide service in accordance to the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: on the road, self-assessment (desktop assessment), digital assessments
Client & Customer Management (External)
- CLIENTS - CUSTOMER MANAGEMENT- Help manage clients by carrying out standard activities and providing support to others. Effectively engage with the customers, consistently demonstrating all the TIH behaviours, and deliver service that goes beyond what is expected (more than just the claim). Effectively build, maintain and manage relationships with service providers and customers.
Stakeholder Engagement
- STRATEGY AND PLANNING -Build and maintain internal stakeholder relationships. Liaise with various internal stakeholders to assist with the claims costing lifecycle and decision-making process. Contact different motor manufacturers to find the required part(s), confirm pricing and align labour costs, negotiating the lowest price to ensure good quality cost deals to the customer and TIH.
Continuous Improvement
- OPERATIONAL EFFICIENCY -Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered. Conduct workload activities in most efficient and cost-effective manner
Work Scheduling and Allocation
- PEOPLE - LEADERSHIP AND SUPERVISION -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
- PEOPLE - LEARNING AND DEVELOPMENT -Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate. Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Advantageous); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 3 years’ work experience in the following (Essential): Mechanical and electrical experience; Workshop / Motor Industry experience. Advantageous Experience: Assessing experience; Experience in a short-term insurance industry.
Deadline:15th August,2025
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Job Purpose
- Involved in operating system and application maintenance and configuration - with regards to maintenance intervals and upgrades including end of life replacement. Responsible for security and configuration compliance and work with other members of the IT System Administration Team and all relevant stakeholders. Respond to requests from end users, managers, developers, and team members for specific IT system assistance, data, and information. Collaborate with senior personnel in performing risk assessments to determine impact on customer business processes and systems downtime. Implement system changes across large, complex and diverse server environments by using standardized defined methods and procedures as defined by the senior members in the team. Provides efficient and prompt handling of all changes to improve day-to-day operations.
Responsibilities
Infrastructure Support
- Provide advice and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business. Ensure system availability, functionality, integrity and efficiency, and maintain system configuration and documentation. Provide IT support for current and emerging technologies. Manage computer and user accounts, privileges, and system access via Active directory. Install and administer hardware, Windows operating systems, and software applications. Including system fixes, updates, and enhancements. Provide IT support for infrastructure systems including Virtualization, Servers, OS, monitoring and all other relevant systems to ensure that operability requirements are up to date with latest patches and firmware and that the hardware is configured properly.
Faults Diagnosis and Correction
- Provide fault isolation and resolution to limit and address issues promptly. Perform troubleshooting, analysis of alerts, and repairs on systems. Ownership and execution of incident management and system maintenance.
Solutions Analysis
- Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
Operational Compliance
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Implement security procedures, as directed by security team.
Information and Business Advice
- Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring to others where necessary for interpretation of policy.
Testing IT Performance
- Perform routine website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues. Manage system resources by monitoring of performance, capacity, availability, serviceability, and recovery.
Applications Software Maintenance
- Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.
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 and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Relevant industry qualifications such as Microsoft MSCE, Nutanix NPP or relevant virtualization qualification (Essential); Relevant degree in IT (Advantageous)
Experience
- 2 or more years experience in Multiplatform environments with a focus on System support (Essential); Experience in Financial Service Industry (Advantageous).
Deadline:29th August,2025
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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, 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)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
Deadline:15th August,2025
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Job Purpose
- The Solutions Architect contributes to the organisational goals through managed ownership and development and/or design of solutions architecture frameworks/roadmaps, enhances operational productivity through guidance/training, owning the governance and standards, making sure Operational delivery streams deliver responsive and cost effective solutions that enables business’s needs.
Responsibilities
Application Software Development
- Design or develop software systems, using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
- Research and identify relevant technology and system design patterns to optimally address enterprise requirements.
- Ensure efficient system design, as well as the documentation, guidance/training, ownership and governance thereof.
- To support the operational teams with the planning of new Infrastructure initiatives on an on-going basis which will include IT Infrastructure architectural planning, design and rollout.
Applications Software Maintenance
- Modify existing software to correct errors, to adapt it to new hardware, or to upgrade interfaces and improve performance.
- Own and drive the process of impact assessments for all and any change requests and or new projects.
- To provide support to the Enterprise Project Office by identifying process related improvements to ensure that new solutions are proposed and is effectively implemented as well as assist with the development and definition of business cases on an ad-hoc basis.
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.
Stakeholder Engagement
- Ensure effective collaboration with all relevant/key stakeholders to ensure optimal design, implementation and operations.
- Ensure effective handover and understanding of designs and frameworks to development community on an on-going basis.
- To proactively work alongside TTS Internal and / or Business stakeholders in order to identify technology solutions and capabilities which meet and improve operational and business requirements.
- Communicates and validates program architecture with infrastructure team, software development team, project management team, and IT management team to ensure effective participation in the project management lifecycle.
- Establish successful working relationships with all relevant internal and external stakeholders.
Technical Developments Recommendation
- Discuss and recommend more complex or innovative technical developments to improve quality of the website/portal/application software and supporting infrastructure to better meet users' needs.
- On a continuous basis conduct a risk / impact analysis on current or proposed technologies and capabilities to mitigate risk and ensure stability and continuity.
- Provide specialised support and guidance to relevant internal stakeholders on system(s) and / or processes during change design and planning and acts as a subject matter experts that supports operational team.
- To mitigate Infrastructure risks (single points of failure, capacity constraints, security, etc) and maintain the improvement list within TIH’s current and newly implemented Infrastructure and propose solutions on an on-going basis.
Testing IT Performance
- Develop or direct software system testing or validation procedures and respond to user emails to monitor, diagnose performance issues.
- Work closely with the head of IT Security to ensure alignment of Infrastructure, applications, capabilities and IT Security.
Operational Compliance
- Set and enforce coding standards aligned with best practice through the use of regular code reviews.
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.
- Responsible for complete solutions design, analysis and facilitate implementation roadmaps in conjunction with relevant internal stakeholders in order to ensure seamless delivery.
- Participates in proof of concepts to assist in defining technology direction and enabling business and IT strategy.
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 and reading specialist media.
Data Collection & Analysis
- Store, retrieve, and manipulate data for analysis of system capabilities and requirements.
Horizon Scanning
- Maintain deep understanding of current technology, database management, programming practices, and future trends through ongoing education, conference attendance and industry press.
- To proactively research and identify relevant technology and system design patterns to optimally address enterprise requirements and ensure continuous improvement.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Certification in a IT industry standard framework like TOGAF, ITIL (Advantageous); Project management certification PMBOK / Prince2 (Advantageous)
Experience
- 10 or more years’ experience in a production IT environment with software development experience (Essential); 2 or more years exposure to application development principles and support (Essential); 2 or more years exposure to ITIL disciplines (Advantageous); 2 or more years exposure to IT security disciplines (Essential).
Deadline:12th August,2025
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Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
Deadline:18th August,2025
Method of Application
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