Hot Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• As a Business Partner at TIH Advisory, you will play a crucial role in giving businesses and individuals peace of mind, through comprehensive insurance solutions. We are seeking motivated professionals with a proven track record in commercial insurance advisory services.

Responsibilities

• Conduct thorough needs analysis and advising clients on suitable insurance solutions.
• Develop and implement customized insurance solutions strategies to meet clients' commercial and personal insurance needs.
• Provide ongoing support and guidance to clients, reviewing their portfolio regularly and adjusting as needed.
• Build and maintain strong relationships with clients through proactive communication and exceptional service.
• Stay informed about industry trends and regulations, continuously enhancing your knowledge and skills to better serve clients.
• Collaborate with team members to achieve collective goals and contribute to the overall success of the organization.

Education

• RE 5 (Essential); Bachelor's degree in Finance, Business Administration, or related field (for recent graduates); Preferred; Short-Term Insurance certificate (preferred)

Experience

• Minimum 2 years of experience in financial advisory services  (Commercial & Non-life preferred); Proven track record of success in insurance sales and client relationship management; Strong understanding of insurance products and industry regulations; Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients; Demonstrated ability to work independently and collaboratively in a fast-paced environment
   

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Job Purpose

• Lead the management of the user experience design capability of Telesure, innovating processes, developing resources and ensuring that the capability remains in a market-leading position. Integrate customer-centric research and design practices into product and systems design across multiple interdependent projects.

Responsibilities

Customer Experiences Implementation

• Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.

Design and Conceptualization

• Produce multiple concepts and prototypes to design digital products/services.
• Digital Strategy/Transformational Projects Execution
• Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation. 

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 Experience Strategy

• Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.

Customer Needs/Experience Research

• Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Stakeholder Management

• Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.

Product/Service Development

• Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established 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

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Customer Experiences Implementation

• Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.

Design and Conceptualization

• Produce multiple concepts and prototypes to design digital products/services.
• Digital Strategy/Transformational Projects Execution
• Execute and deliver elements of the digital road map, leveraging agile and design-thinking principles to drive sustainable implementation. 

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 Experience Strategy

• Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CX strategy.

Customer Needs/Experience Research

• Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Stakeholder Management

• Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.

Product/Service Development

• Deliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established 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

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. OR 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.

Education

• Master’s Degree in Information Systems, or Computer Science, or Psychology / Human Factors, or Industrial Design (Essential); Certifications in User Experience Design / Customer Experience Design (Essential)

Experience

• Up to 10 years working as a UX professional, with senior designer and project lead experience (Essential). 6 to 10 years experience in planning, managing and organizing resources within short / medium  timescales within the overall policy framework (Essential)
   

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Job Purpose

• Participate in the formulation of the TIH Online Channel strategy (i.e. Web and Mobile). Assist the Plan and Design team with market research and understand customer needs. Perform competitor, sector, industry, and global trend analysis to support the planning, drive the design and execute the online solutions for TIH’s relevant segments (e.g., STI, Life, BI and VAPS).

Responsibilities

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.

Building Capability 

• Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise.

Data-driven Product and Service Improvement 

• Develop data-driven analyses to surface new opportunities to differentiate and improve products and user experiences, ensuring consistency across digital products, services, and channels. Support customer and market research by performing customer and market research and analysis techniques.

Product/Service Development 

• Manage the development and/or delivery of a significant element of the organization's product/service development program, creating and driving the product/service road map and managing the backlog. Design and build appropriate digital solutions for TIH in line with its key objective of excellent consistent customer experience (sales and service). Design and build features and solutions including but not limited to sales and service-related features across digital channels (sole accountability). Ensure integration and alignment of digital solutions in the context of a multi-channel framework as defined by the agreed brand head.

Horizon Scanning 

• As subject matter expert on the team keeps up to date with the latest developments in the digital space in respect of digital insurance and other related technologies and the application to business objectives and customer needs as well as delivery thereof. Stay abreast of global financial institution’s strategies and best practices in relation to digital insurance. Understand competitor strategies and their positioning in respect of digital channel solutions. Stay abreast with user experience practices, accepted user experience design standards and methods to ensure solutions are customer-led (based on customer needs and not just technology driven).

Improvement / Innovation 

• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.

Project and Program Stakeholder Engagement 

• Together with the User Experience (UX) team, design solutions that are customer centric (e.g., meets the needs of digital customers at all times). Stay abreast with continuous delivery and agile practices; working in cross functional/multidisciplinary teams.

Business Case Contribution 

• Lead development of business cases to quantify current costs, justify project investment, and identify the return on investment.

Technical Developments Recommendation 

• Discuss and recommend technical developments to improve quality of the website/portal/applications software and supporting infrastructure to better meet users' needs. Together with IT: Ensure the best possible use of technology to lower the cost of service whilst providing scalability and access via other channels. Assist the channel plan and design team in managing the delivery of supporting processes to take the capabilities to market.

Project and Program Realization of Business Benefits

• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these. Achievement of projected quality objectives for business benefits; Quality standards including adoption rate of features upon delivery, Achievement of projected targets on different business case projections, Realization of intended customer experience benefits based on UX dashboard and metrics, Realization of projected sales and cross sell targets, Realization of intended cost reduction targets, Realization of migration targets to digital channels. Achievement of time related objectives including adherence to delivery commitments and critical milestones achievement such as: Scheduled showcases to business, Kick-off of iterations, Working features every two weeks, Discovery and inception timelines, Delivery of programme and projects on agreed timelines, Customer interviews and research done in time.

Education

• BCom Business or BSC Information Technology/Systems degree or similar (Essential); Product Owner certification (Advantageous); MBA (Advantageous); Hons (Advantageous)  (Required)

Experience

• 6 to 10 years experience to deal with the majority of situations and to advise others (Essential); Product development experience (Essential); Experience in a similar role within the Financial Services Industry (Advantageous).  Managerial Experience: 3 to 6 years experience planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential).

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Job Purpose

• Contributes to the organisational goals by delivering an efficient IT desktop service by supporting and resolving operational issues and suggest improvements within the parameters of the IT capabilities. Identify trends which will lead to innovation and continuous improvement.

Responsibilities

User Support

• Provide advice and assistance to users to resolve basic queries and more complex queries when required and ensure the applications/website capabilities are well understood by the business. May manage a help desk team.

Information and Business Advice

• Resolve complex queries from internal or external customers or suppliers by providing information on SOPs and self-help procedures, referring the most complex issues to others.

Customer Service

• Provide a quality service to customers. Responsibilities may include dealing with complex queries and investigating and resolving customer problems.

Client & Customer Management (Internal)

• Help manage internal clients by carrying out standard activities and providing support to others.

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.

Solutions Analysis

• Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.

Work Scheduling and Allocation

• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

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.

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

• School Grade 12  (Required)

Experience

• 2 years' service desk support experience within a medium to large corporate (Essential).
   

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Job Purpose

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

Responsibilities

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard. Customer Needs & Analysis Ask questions and probe for clarity to gather relevant information to assist in resolving customer requests.

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 customized responses (internal and external).

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.

Administration

• Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building 

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Operational Compliance 

• Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification (Advantageous)

Experience

• 2 or more years customer service experience (Essential); 
• 1 year call centre experience in Financial services industry (Advantageous).