Hot Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.

Responsibilities

Customer Management (Internal)

• Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
• Use appropriate tools to accurately cost applicable claims on a day to day basis.

Work Scheduling and operational compliance

• Organise own work schedule in order to get the job done, coordinating with
• support services and completed work within SLA.
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately). Remain up to date with current and new product knowledge to enable effective decision making.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external).

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers

Education

• Matric / Grade 12/ SAQA Accredited (Advantageous)  (Required)

Experience

• 1 or more years' Financial Services industry experience (Essential); Call Centre Experience (Essential); STI experience (Advantageous); 1 or more years' Claims Experience (Advantageous); At least 2-3 years’ experience in a Customer Service environment  (Advantageous).

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Job Purpose

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

Responsibilities

Quality Testing

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

Quality Testing Design

• Carry out a range of activities to generate evidence in support of the validation of existing and new quality assurance test methods and procedures.
• Execute test scenarios and scripts in a structured way, prioritised to reflect business or technical priorities and are approved by appropriate stakeholders. Scope is to cover test cycle contents and regression packs.

Testing IT Performance

• Perform routine website/applications software tests.
• To ensure that test scenarios and scripts are executed in a structured way, prioritised to reflect business or technical priorities and are approved by appropriate stakeholders. 
• To co-ordinate re-testing of defects and issues either through ‘at desk’ re-tests by business test representatives or via walkthroughs with third-party providers.

Data Management

• Manage test data and ensure data is available and ready for use.
• Ensure data is protected, in line with the POPI act.

Project and Program Stakeholder Engagement

• Daily execution meetings with project stakeholders to review daily status and confirm next steps / actions or JAD Sessions.

Operational Compliance

• 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.

Personal Capability Building

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

Education

• Matric / Grade 12/ SAQA Accredited (Essential); Relevant accredited testing certification (Advantageous); Relevant IT degree / diploma (Advantageous)

Experience

• 1 - 2 years experience in a Software Tester role (Essential); Experience in Agile and DevOps (Advantageous); Exposure to various Automation Tools (Advantageous); Financial Services experience (Advantageous).

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Job Purpose

• Achieve sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers.

Responsibilities

Operations Management 

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

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. 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 Management (External) 

• Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

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.

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 organization's strategy, mission and vision; motivate people to achieve local business goals.

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 in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM) Data 

• Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.
• Insights and Reporting 
• Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.
• Work Scheduling and Allocation
• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

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. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products. Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)

Experience

• 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential); 1 to 2 years contact centre experience (Essential);
• Knowledge of Short term Insurance industry (Essential).
   

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Job Purpose

• Effectively and efficiently support the specific teams with operational requirements, maintain effective relationships with external partners and internal personnel through effective administrative activities in order to meet business requirements

Responsibilities

Administration

• Produce, update and provide best practice administrative support to the team and external partners. Ensure effective management of Manager's diary. Maintain records of the birthday calendar for Internal teams and external partners. Log technical issues on behalf of internal and external partners.
• Ensure Travel arrangements (Car Hire, Accommodation and Flights) are completed.
• Assist Human Resources with quality assurance of staff lists, data verification, and leave management. Initiate and monitor the administration of onboarding and/or offboarding processes to ensure that all processes are completed accurately, efficiently, and on time. Coordination of RE and STI courses and ensure the coordination of surveys.

Document Preparation

• Prepare moderately complex documents using a variety of computer applications such as Microsoft Office. Also responsible for gathering and summarizing data for reporting purposes. Ensure the accuracy of commissions and ad hoc reports. Assist and support manager's with the preparation of presentations. Collaborate and provide support for compliance documents. Ensure all documents are prepped and aligned to the requirements.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.

Work Scheduling and Allocation

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

Budgeting & Costing

• Track budgets and report variances to more senior colleagues. Maintenance of costs in the budget. Research and process online orders. Manage the process of reconciliation regarding the team procurement cards.

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); Secretarial and/or Administrative Qualification (Advantageous) Regulatory Exam (Advantageous)

Experience

• 2 - 3 years’ work experience in an Team Assistant related role (Essential); Experience within Financial Services Industry (Advantageous).
   

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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 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.

Education

• Matric / Grade 12/ SAQA Accredited (Advantageous)

Experience

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

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Job Purpose

• Design, develop and maintain automation scripting from manual test cases and ensure the implementation thereof.

Responsibilities

Testing IT Performance

• Contribute to the design and perform mobile/website/applications software tests.
• Ensure maintenance of regression test scripts. Responsible for the Automation/Performance/ Service/ Stress scripting within the Testing Team as well as functional responsibilities aligned with improving product quality.

Quality

• Plan and coordinate testing of Automation scripting.
• Ensure corrective actions or continuous improvement initiatives are carried out and monitor the initiatives to ensure they are effective.
• Oversee and review automated and functional test
• scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded.

Project Reporting and Review

• Draft elements of project review reports and presentations to support delivery of the review process.

Insights and Reporting

• Contribute to the preparation of various data and analytics reports.

Data Collection & Analysis

• Collate and analyse data using pre-set tools, methods and formats.
• Involves working independently. Communicate findings to relevant stakeholders.

Work Scheduling

• Organise own work schedule each day in line with changing priorities.
• Attend daily scrum meetings with project stakeholders to review daily status and confirm next steps / actions or JAD Sessions.

Faults Diagnosis

• Provide fault isolation to limit and address issues promptly and escalate to the development team.

Education

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

Experience

• Experience in automation testing (Essential); Experience in testing and analytics (Essential); Experience working with various test automation tools (Essential); Methodology knowledge and experience working with Devops Azure/ Agile/ Waterfall Methodologies (Essential).

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Job Purpose

• Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short term workforce and staffing needs for TIH Brands.

Responsibilities

Customer Experience Strategy

• Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
• Utilise historical data, economic trends, and current marketing events to fulfill short, medium and long-term planning across multiple/omni channel environment.
• Analyse daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads.
• Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
• Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure.
• Responsible for providing input for the budget headcount submissions annually.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.
• Make recommendations for adjusting staffing levels to maximise productivity and profit.

Work Scheduling and Allocation

• Schedule all agents to ensure that there are the right number of staff coverage.
• Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends.
• Manage the scheduling of training by considering Line’s training needs.
• Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted.
• Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders.
• Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.

Project and Program Resource Management

• Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation.
• Manage the predicative scenario to determine optimal resource requirements for business productivity.
• Design according to each business line’s unique requirements based on contractual staffing arrangement.
• Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA.
• Produce campaign and project scenario plans according to relevant business requirement documents.

Project and Program Stakeholder Engagement

• Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns.
• Communicate best practice in meetings.

Improvement / Innovation

• Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews.
• Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business.
• Inform staffing strategy for FTE requirements for Sales and Service.
• Analyse daily Management Information report and provide commentary and reasons to improve the line.
• Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.

Operational Compliance

• Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules.
• Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity.
• Stay up to date with all schedule trends and best practice.

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.
• Identify further training that is in line with growth for this role and engage with the line manager for approval where required.
• Keep the line manager updated on training and growth process.

Education

• Bachelor of Commerce/Information Technology or equivalent (Essential); Lean Six Sigma Green Belt Certification (Advantageous);  BSc in Maths/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous)  (Required)

Experience

• 5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
• Proven track record of variance scores achieved within industry standard range and acceptable to company standards (Essential);
• Understand omni channel blended environments (Essential);
• Previous workforce management experience (Advantageous);
• Experience in the financial services industry (Advantageous).
   

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Job Purpose

• Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team.

Responsibilities

Application Software Development

• Develop existing applications and contribute to development of new applications by analyzing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Applications Software Maintenance

• Monitor, identify, and correct straightforward software defects to maintain fully functioning applications software.

Testing IT Performance

• Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.

Information Security

• Implement required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.

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.

Application Software Roadmap

• Maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)

Experience

• 3 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).