Fresh Openings at Telesure Investment Holdings (TIH)

Job Purpose

• Prepare, examine and analyse accounting records, financial statements and other financial reports to assess accuracy, completeness and conformance to reporting and procedural standards.

Responsibilities

• Financial Management and control
• Prepare monthly and annual financial statements for management and auditing purposes. Ensure effective daily cash management of the company. Record asset transactions in respect of additions, disposals and transfers on a daily basis to ensure that transactions are allocated accurately in terms of amounts, VAT, description and account.
• Financial Accounting Skills
• Use full understanding of accruals accounting and the impact of entries on profit and loss account, the balance sheet and the cash flow statement. Compile complete, accurate and timely accounting records on a monthly basis. Prepare month end file with reconciliations and documentation to support the trial balance.
• Financial Policies, Guidelines, and Protocols
• Assist with the delivery of financial policies, guidelines, and protocols to ensure the company complies with regulations and good financial practice.
• Operational Compliance
• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• Data Collection & Analysis
• Draw conclusions and assess impact from analysis and interpretation of financial data. Interpret the impact of unusual figures identified by analytical review.
• Document Preparation
• Prepare monthly and annual financial statements for management and auditing purposes. Prepare and submit monthly, quarterly and annual statutory returns.
• Reporting
• Extract and combine data to generate standard reports.
• Customer Management
• Establish and maintain professional relationships with internal  and external Auditors and business partners on a daily basis. Provide accurate information and respond and resolve enquiries to a satisfactory outcome.
• Data Management
• Generate monthly depreciation journal on the financial system. Record financial transactions on a daily basis into the applicable business systems to ensure the accuracy and completeness of information.
• Improvement / Innovation
• Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.
• Leadership and Direction
• Supervise a team performing routine work.

Education

• B.com degree (Financial accounting) or equivalent CA(SA) undergraduate qualification at a SAICA accredited university. Completed Honours degree (CA) (Essential)

Experience

• Completed articles experience essential  
• 3 years post articles work experience in the Financial services industry (desirable )
• (Over 3 years to 6 years). Experience of general supervision of more junior colleagues (7 to 12 months)
   

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Job Purpose

• Design user interface and the visual and user-experience elements of digital products throughresearch, testing, planning and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.

Responsibilities

• Design and Conceptualization
• Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions using Brand CI.
• Customer Experience Mapping
• Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
• Customer Needs/Experience Research
• Complete research and analyse data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.
• Product and Solution Development
• Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.
• Internal Client Relationship Management
• Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.
• Improvement / Innovation
• 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.
• Customer Experiences Implementation
• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
• Personal Capability Building
• Act as subject matter expert in an area of expertise. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)  (Required)

Experience

• 5 or more years UX/UI design experience (Essential); Experience in the Financial Services industry (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

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

Experience

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

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Job Purpose

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

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.
• Customer Needs Clarification
• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• School Grade 12  (Required)

Experience

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

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Job Purpose

• Design, implement and manage a technical underwriting framework for the Specialist Liability division that fosters superior risk selection, streamlined processing, loss ratio management and underwriting profitability. Responsible for overseeing the operational support for the division.

Responsibilities

• Underwriting
• Make authoritative decisions about technical or professional underwriting and business enhancement solutions that would significantly improve business performance. Introduce underwriting rules on the acceptance of business. Resolve escalated underwriting complaints and escalated underwriting opinions on claims. Build, maintain and improve risk acceptance and underwriting guidelines as well as business rules and oversee the implementation thereof in the operational environment. Manage delegation of underwriting authority.
• Assist with certain responsibilities within specific projects that impact underwriting.
• Product & Solution Development
• Manage a medium-sized product development or specialist team. May also or alternatively be responsible for managing the definition, development and delivery of a significant product or service within the product development and engineering program, ensuring alignment with customer requirements.
• Review and enhance Liability products accordingly (addressing gaps and competitively).
• Undertake market opportunity assessment for Liabilities products and undertake comparative analysis on key competitors’ products.
• Assist with  market comparison on all available information from our partners, the industry, and internally to ensure we are constantly reviewing our departmental processes, systems and protocols with a view to improve efficiencies.    Identify business opportunities; produce new ideas, approaches or insight; assist with implementation of any new products products or designs.
• 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 Liability Products.
• Assist with audits as and when required. 
• Maintain consistency in criteria for risk acceptance thereof.
• Underwriting Policy Development & Implementation
• Develop functional and operational policies, and help develop policy frameworks for the Specialist Liabilities Department. Take responsibility for creating Specialist Liabilities policy and monitoring their implementation.
• Monitor adherence to underwriting policy and set business rules.
• Operational Compliance
• 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.
• 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 TCF principles.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance.   Monitor the performance of the team supporting the Specialist Liabilities Division; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality.
• 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.
• Stakeholder Engagement (Internal & External)
• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
• Establish and maintain interpersonal relationships by developing constructive working relationships. Effectively maintain and manage these relationships with service providers, colleagues and clients.
• Organizational Capability Building
• Use the organization's formal development framework to identify the team's individual development needs.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant Degree in Business Management/ BCom or equivalent (Essential); FAIS & RE5 (Essential); IISA or accreditation in Insurance or equivalent (Advantageous); Key Individual Accreditation (Advantageous); Diploma in Risk Management/Insurance or similar (Advantageous)

Experience

• 5 - 7 years experience in Specialist Liabilities underwriting (Essential); 5-7 years experience in Short-term insurance industry - general commercial underwriting experience (Advantageous);.
   

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Job Purpose

• Develop and execute the marketing activities across the different commercial products in both B2C and B2B markets. Responsible for crafting the message and position of the Commercial products to drive demand in the respective target markets.

Responsibilities

• Marketing
• Oversee a particular product or service within the larger marketing strategy. Work with marketing, communications, operations and sales to ensure that the products are correctly communicated to the market.
• Brand Strategy and Effectiveness
• Assist in establishing and implementing adequate marketing strategies for the commercial products, across brands. Defining the measures used to determine brand effectiveness and using the results to inform future activities.
• Stakeholder Engagement
• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns. Liaising with all business areas and identifying opportunities for growth in these areas and coordinate with interdepartmental teams to execute marketing and operational plans.
• Brand Positioning
• Assist in achieving brand positioning and lead on contributing ideas to brand plans. Develop objectives and strategies for campaign implementation.
• Insights and Reporting
• Responsible for analysing campaign outcomes and providing accurate and timeous analysis, reporting and insights to relevant stakeholders.
• Product Management
• Monitor all aspects of a product life cycle, including long- and short-term development and marketing. Responsible for continuously assessing competitive products in the marketplace and offering suggestions on product enhancements to ensure that products compete successfully in the marketplace
• Continuous Improvement
• Review existing operations in own area of work and implement innovation processes. Ensure up to date knowledge of relevant products, systems and procedures.
• Leadership and Direction
• 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.
• Budgeting & Costing
• Manage and track budgets and report on performance to more senior colleagues.
• Research
• Carry out a range of research activities. Responsible for assisting with research projects related to target markets.

Education

• 3 year degree in marketing/communication or related (Essential); Post graduate communications degree (Advantageous)

Experience

• 3 or more years' relevant B2B Marketing experience in a marketing environment (Essential); 1 or more years experience in insurance/financial services (Essential); Experience in setting up, monitoring and analysing digital campaigns across platforms (Essential); Intermediary/broker experience (Essential). 1 or more years' experience in supervising and directing people and other resources to achieve specific end results within limited timeframes (Advantageous)
   

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Job Purpose

• Manage and process claims by working together as a team to guide the broker / policyholder along the claims process, investigate the claim for legitimacy and the extent of the damage, and eventually approve or deny a claim based on the insured's claim filing paperwork, their coverage, and other factors.

Responsibilities

• Insurance Claims Administration
• Carry out a range of information gathering and data processing activities to support the administration of insurance claims, including an initial review of claims documentation to identify further information needed and/or to allocate cases to the appropriate claims specialists/investigators.
• Document Management
• Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim.
• Administration
• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.
• Intermediary / Customer Service Management
• Carry out standard intermediary / customer service activities and handle simple customer enquiries.
• Stakeholder Engagement
• Support stakeholder engagement by arranging actions, meetings, and events.
• Compliance
• Work within standard compliance systems and report simple non-compliance issues.
• Comply with service level agreements and quality standards.
• Personal Capability Building
• Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. 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.
• Continuous Improvement
• Contribute to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.
• Data Management
• Support others by working on a variety of data management tasks.
• Performance Management
• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.
• External Communications
• Create positive experiences for clients by interacting courteously with them.

Education

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

Experience

• 1 – 3 years Financial Services industry experience (Essential); Short-term insurance product knowledge / intermediary experience (Advantageous); ROC experience (Advantageous).

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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

• Operations Management
• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
• 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.
• 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. 
• Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
• 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.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• 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.
• Customer Management
• Help manage customer relationships by using relevant systems.
• Insights and Reporting
• Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
• Improvement / Innovation
• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• 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.
• Correspondence
• Respond to requests and escalated requests using
• telephonic conversation or emails (internal and external
• stakeholders).
• 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

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• 2 - 3 years in Customer Care Experience (Essential) Experience in Financial Services Industry (Advantageous). Experience of supervising and directing  people and other resources to achieve specific end results within limited time-frames  (13 months to 3 years), 3 or more years Customer Service experience (Essential); Experience in Financial Services environment (Advantageous). 2 or more years people management experience (Advantageous)
   

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Job Purpose

• Resolve customer queries on the live chat platform

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.
• Operational 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.

Experience

• 1-2 years experience in Insurance Industry (Advantageous)., 2 or more years customer service experience (Essential); 1 year call centre experience (Advantageous).

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Job Purpose

• Manage a team of Actuarial Analysts within the STI Actuarial team that support the Business goals as set out by senior management by effectively modelling and monitoring business Actuarial solutions.

Responsibilities

• Business Requirements Identification
• Analyse business requirements and to identify root cause rather than reacting to symptoms.
• Business requirements need to be clearly documented within the scope of use, definitions and assumptions made.
• Develop solutions that address business requirements and objectives.
• Refine solutions over time as more information becomes available
• Building Capability
• Mentor and coach staff on a technical and professional front. Ensure staff develop further skills and capabilities to ensure better model development.
• Assist staff to increase own capacity to automate processes.
• Encourage staff to leverage each other's strengths, to improve the teams overall performance.
• Stakeholder Engagement
• Collaborate with internal (Actuarial) and external (Business) stakeholders. Keep stakeholders informed and up to date with project/analysis delivery and provide clear and concise feedback to stakeholders.
• Maintain measurable service levels on business requests and provide feedback that speaks to the business issue observed.
• Data Collection & Analysis
• Use data from a wide range of sources to analyse key themes and identify possible impacts on the business. Recommendations could be technical or professional in nature.
• Extract and verify data used for actuarial models. Data/information to be reconciled against credible data sources (for example financials) to ensure the data is complete and accurate.
• Ensure definitions and assumptions are aligned to the problem statement.
• Actuarial Modeling
• Translate business objectives into clearly defined business cases, costs, and schedules to support growth in the business.
• Ensure that actuarial models and processes are developed, implemented and monitored.
• Models to be fit for purpose and able to estimate the reality accurately.
• Ensure that there are process documents in place to ensure that the models can be understood by external stakeholders.
• Ensure processes are in place to reduce the risk of incorrect modelling and support new user.
• Model deployment and testing
• Plan and deliver system changes and manage the team on a day-to-day basis to meet project timelines and quality requirements.
• Engage with users to identify requirements and work with the team to design solutions.
• Effective impact and sensitivity analysis to be performed before any deployment is done.
• Translate results from the impact/sensitivity analysis to Business to provide insight and what various pricing changes will mean on profitability and policy growth within all brands and distribution channels.
• Clearly state what needs to be deployed and how testing will be done to ensure the deployment is successful.
• Ensure monitoring processes are in place to measure the performance of the model/pricing.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.
• Create, present, and communicate insights and recommendations to stakeholders.
• Ensure monitoring is accurate and complete and regularly validated against credible data sources.
• 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.
• Stay up to date with Business developments and develop solutions proactively with Business.
• Maintain continuous development/research of actuarial techniques and share insights with the team.
• Find an effective way to improve on efficiencies across the business.
• Leadership and Direction
• Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the
• relationship to the broader organisation's mission, vision and values and motivate people to commit to these.
• Stay engaged and dedicated to achieve the business goals.
• Performance Management
• Manage and report on the performance of the team; set
• appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate
• corrective action where necessary to ensure the achievement of team / personal objectives.
• Manage the development of pipelines and succession planning as well as performance scoring and management. This includes team administration, the setup of performance contracts and ensure the alignment of the performance management process to the business objectives.
• Operational Compliance
• Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.
• Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.
• Apply appropriate techniques in alignment with APN's.

Education

• Bachelor of Science: Actuarial Science (Required)

Experience

• 5 or more actuarial experience (Essential); 3 or more years' actuarial experience within a Short-Term insurance environment (Essential);  1 or more years’ experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential); 3 or more years’ experience in reserving, SAM and IFRS reporting (Essential); Experience in ResQ software (Advantageous)