Hot Jobs at Discovery Limited

Job Description

• This position is based in Discovery Connect area, and reports to the Admin Team Leader. The successful individual will be required to provide a multi-discipline and integrated value adding audit service and training to Discovery Connect.

Key purpose

• Apply a risk-based audit approach when palling and conducting internal audit assignments.
• Training and development according to identified core competency gaps.
• Create plans and work schedules aimed at evaluating systems and operations for potential risk.
• Risk management reports and documents aimed at improving the risk awareness and risk culture of the department/organization

Key Outputs

• Apply a risk-based audit approach when palling and conducting internal audit assignments.
• Training and development according to identified core competency gaps.
• Create plans and work schedules aimed at evaluating systems and operations for potential risk.
• Risk management reports and documents aimed at improving the risk awareness and risk culture of  the department/organization.
• Identify new risk facing the business.
• Identifying interim and permanent controls throughout the work of the department and through the review and analysis of the findings and reports of the Risk Analysis and Audit functions.
• Create, roll out and maintain risk management frameworks.
• Deciding and Initiating action.
• Presenting and communicating information.
• Delivering results and meeting business expectations.
• Perform research and document it.
• Assist with various projects within the Operational field of the business area.
• Background experience in training of consultants

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Excellent verbal and written communication skills along with well developed presentation skills.
• Excellent report writing and presentations are essential.
• Planning and scheduling work and meeting deadlines.
• Process understanding and well developed analysis and problem solving skills
• Understanding of statistics and the application of statistical sampling and similar methodologies
• Manages time effectively
• Works productively in a pressurized environment
• Plans activities/projects well in advance and takes account of changing circumstances
• Makes rational judgments from the available information and analysis

Qualification & Experience

The successful candidate must have the following qualifications and experience:

Essential:

• Matric
• Experience working with excel and word on an Advanced level

Advantageous:

• Knowledge of Discovery products
• Tertiary qualification an advantage
• NQF5 and RE5 qualification compulsory

go to method of application »

Job Purpose

• The Product Coach coaches and trains according to the business and training needs for the specified business area.
• We’re looking for a strategic and experienced Product Coach to support the transformation of our Client Services function within a modern Digital Behavioral Bank. This role focuses on building product thinking, continuous improvement, and customer-centricity across all servicing channels—including AI-powered chat, call center operations, and escalation management

Areas of responsibility may include but not limited to 

• Coach multidisciplinary teams to evolve their practices, leveraging data, behavioral science, and product-led principles to deliver exceptional, scalable service experiences. From chatbot interactions to complex call escalations, you’ll help teams focus on solving real customer problems with empathy and impact.
• Agile Coaching approach to improve both digital and human-led support interactions.
• Guide teams in Call conversational design, AI-human handoff flows, and chatbot performance optimization
• Identifies knowledge and skills gaps within Client Service team through performance trend analysis.
• Strategize, plans, design and conduct coaching interventions on a monthly basis that focuses on closing identified gaps across the client services.
• Increases the skill levels of staff through targeted coaching interventions.
• Collaborate with different stakeholders within the bank to extracts learnings which could benefit the different businesses.
• Maintains accurate and complete coaching and assessment records.
• Provides timely and regular feedback to management and team leaders on coaching, trends and training needs. Collaborate with client service leaders to introduce product-driven approaches to call handling, script optimization, agent tooling, and performance tracking
• Oversee the competency of new recruits during the soft-landing phase.
• Ensures awareness and knowledge of new systems functionality, review of SOP’s, products are embedded within the team.
• To ensure a deep understanding of all processes and systems the Product Coach is required to spend approximately 25% of his/her time performing the day-to-day tasks within the business unit.
• Provide input and sign-off on training scenarios, content including knowledge assessments.
• Stakeholder management within Service and Operations, including cross functional business within Discovery.
• Introducing TL and Management level interventions and programs for performance enhancement and leadership improvement.
• Support and assist with SOP’s reviews based on analysis done within the business.
• Constant review of knowledge management systems, including updating product and process information.
• Identify and reduce friction points that lead to escalations.
• Create toolkits, training, and playbooks for product-minded service improvement across both digital and human channels.
• Facilitate workshops and coaching engagements across service operations, product, and design functions.

Personal Attributes and Skills

• Has a passion for coaching, training, and people development.
• Customer and Quality focused.
• Motivating self and others.
• Influencing and persuading.
• Excellent time management.
• Attention to detail.
• Pro-active / Taking initiative.
• Ability to work under pressure.
• Analytical thinking / problem solving.
• Flexible.
• Deadline conscious.
• Knowledge of MS Excel, MS Word, MS Outlook, MS PowerPoint, GPT’s.
• Quality-focused.
• Strong interpersonal skills.
• Ability to work independently with minimal supervision, as well as within a group.
• Coaching skills.
• Presentation and facilitation skills.
• Knowledge of best practice coaching principles advantageous.

Education and Experience

• Degree or National Diploma with subjects relating to training or coaching
• Previous training or coaching experience is advantageous
• Adult education, facilitation, or coaching.
• At least 2 years specific product knowledge of various products and servicing experience in the Client and Product Operations environments

go to method of application »

Key Purpose

• Responsible for ensuring all Major Incidents and Problems raised to and by the TI Problem team is given attention and priority required. 
• Owns and manages the Problem Management, Major Incident and MIS disciplines and processes within TI.
• Ensures there is attention and focus given to all infrastructure major incidents that severely affect the business by ensuring services are restored as soon as possible, and service disruption is minimized and prevented going forward.
• Maintains a log of all know problems, and actively manages the relationship with business experiencing problems. Manages a structured process of investigating problems and major incidents to identify root cause, associated risks and track the implementation of preventatives \ remedial actions. Produces formal reporting to various levels of business and management\exco.
• Ensure all departmental report and dashboard development requirements are facilitated and actioned accordingly, in order to streamline the automation and presentation of data\information for management reports and reduce the time taken to compile for all areas of TI.
• Manages a team of Incident \ problem analysts and MIS developer(s).

Areas of responsibility may include but not limited

• Own and manages the Problem Management, Major Incident and MIS disciplines and processes within TI ensuring there is continual improvement and enhancement of the discipline for improved service delivery.
• Ensure that all Major Incidents stemming from infrastructure service failures are resolved timorously (Telephonically, via war room scenarios, meetings, etc) and communicated accordingly within defined SLA’s. 
• Maintain a log of all know problems and actively manage the relationship with business experiencing problems. Manage a structured process of investigating problems to find solutions and ensuring that the relevant solutions are implemented.
• Ensure all Major Incidents and Problems are reported on in detail to a wide variety of business stake holders, management committees, forums and exco’s in a variety of formats and schedules.
• Identify risks as part of the problem investigation process and raise them with the risk officer to be added to the risk register. Ensures the risk manager is made aware of all problem progress towards risk mitigation
• Applies a standardized management report structure for Manco and Exco reporting for all back-office areas that covers all service output requirements for service owners. Ensures management reporting \ dashboard needs (automated and manual) are facilitated and developed by the MIS developer according to a development schedule.
• Present Service Dashboard within Exco and Discipline Mancos’ monthly ensuring the service is performing optimally.
• Manages a team of problem analysts and MIS developer.

Additional Responsibilities include:

• Provide Scheduled and Adhoc reporting of data for management and exco consumption
• Providing departmental report data when required for management consumption.
• Assisting with Audit requirements (Group and external)
• Providing input into Corporate Governance reporting for TI
• Attending CA, CAB, Service Desk and other ITIL discipline meetings for enhanced integration
• Running of Problem and Incident group forums for discipline enhancement.
• WhatsApp group administration and policy                   

Personal Attributes and Skills

• Staff and discipline Management.
• Numerical skills.
• Strong Organizational skills (Ability to organize and structure high levels of information).
• Advanced Analytical and Data mining capabilities.
• Methodical and disciplined approach to work.
• Strong Problem-solving skills.
• Above average written and verbal communication skills (Able to write business and technical reports and present where required).
• Report writing and presentation skills.
• People management skills.
• In-depth knowledge of the. organisations IT infrastructure.
• In-depth Knowledge of ITIL, beyond foundation level (Ability to integrate with other disciplines).
• Kepner and Tregoe problem methodology.
• Service tooling and discipline integration.
• Knowledgebase \ Known error tooling and management.
• Staff Management (Formal training – License to lead \ Fit to lead).
• SQL \ Database fundamentals and analytics.
• Advanced Excel training and report writing.
• Advanced Visio and Process development.

Education and Experience

Minimum:

• Matric
• ITIL V3 Foundations.
• ITIL Problem Management Practitioners or OSA.
• Higher education\degree.
• 4 – 5 years in a problem management field.
• 2 - 5 years in a service management or support management role.

Advantageous:

• Kepner and Tregoe.

go to method of application »

Key Purpose

• Our Commissions department is looking for a great person to join their team as a service consultant to service broker houses and franchises with all related billing and commissions’ queries.

Areas of responsibility may include but not limited to

•  Answering inbound calls timeously
•  Dealing with predominantly telephonic and occasionally email queries
•  Assisting franchises/brokers with Health, Life and Group Life and Vitality queries
•  Submitting of reports to brokers
•  Review and recommend improvements to existing processes
•  Implement and maintain internal controls to ensure best practice
•  Perform any other related functions requested by management

NB: The role is not limited to the key outputs mentioned above

Personal Attributes and Skills

•  Perform a variety of administrative responsibilities
•  Ability to multi-task and attention to detail is vital
•  Ensure that delegated tasks are performed within proper time frames
•  Prioritise workload and address any immediate issues as and when they arise
•  Effective communication at all levels within the organisation (written and telephonic)
•  Client centric servicing and positive problem solving approach
•  Excellent time management
•  Deadline conscious and able to work under immense pressure
•  Work independently, but open to team work when necessary
•  Takes responsibility for actions and projects
•  Upholds ethics, values and demonstrates integrity
•  Adapts to changing circumstances, new ideas and change initiatives

Education and Experience

Essential:

• Matric Certificate
• 1 year Call centre experience within a financial service industry

Advantageous:

•  1 year Call centre experience dealing with brokers
•  1 year experience with Discovery Life products
•  Post-graduate degree or equivalent

go to method of application »

Key Purpose

• To effectively lead, manage and coach a team of motor claims investigators.
• Oversee that appointed claims are validated correctly within cover provided and set objectives are met within agreed Service Level Agreements.

Areas of responsibility may include but not limited to 

• Manage all client service metrics, service levels and standard operating procedures of the team and all associated functions
• Full line management function within scope of role
• Analyse trends relative to area and implement and improve efficiencies.
• Escalated query handling from various stakeholders
• Implementation of key strategic drivers to improve on claims cost and loss ratio
• Reporting to various stakeholders on the business area
• Cultivate Discovery culture within business area
• Effectively lead and develop the team to enable growth, ensure career developments across all levels of staff within the team.
• Claims forum presenting of claims
• Make recommendations on claims settlement

Education and Experience 

• Matric (Essential)
• Minimum of 5 years’ experience in claims investigations and validations (Essential)
• Minimum of 2 years’ experience in leading a team of investigators (Essential)
• Technical knowledge and understanding of short- term insurance claims investigations and validations (Essential)
• Related tertiary qualification e.g. Forensics/operational management (Advantageous)

go to method of application »

Job Description

• Identifying sales opportunities.
• Answering inbound calls timeously and making required outbound calls
• Co-ordination of own administration
• Identifying sales opportunities
• Maintaining accurate details and statistics of all queries

Key purpose

• This position is based in the Discovery Connect Sales call centre, and reports to the sales team leader. The successful individual will be required to conduct Discovery Insure telesales.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Achieve Insure Sales target
• Communication to members telephonically via fax and email
• Attending to general administration
• Conduct Financial Needs Analysis
• Achieve quality target
• Overcome objections
• Adhering to service level agreements

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Target Driven
• Team Player
• Goal orientated
• Self motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

• Matric
• At least 2 years sales experience, preferably in an outbound telesales environment
• Minimum 2 years short-term product knowledge, Discovery Insure Knowledge is an advantage
• PC literacy, email, word, excel
• Tertiary qualification an advantage
• NQF5 and RE5 qualification