Hot Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.

Responsibilities

Operations Management

• Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
• Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
• Accurate quantification, identification and validation of vehicles.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
• Consistently provide service in accordance to the pre-agreed service and functional standards.
• Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.

Client & Customer Management (External)

• Help manage clients by carrying out standard activities and providing support to others.
• Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
• Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
• Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
• Specialise in specialist vehicle knowledge and apply skills to optimise repair cost

Education

• Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

Experience

• 2 - 4 years’ work experience in the following (Advantageous):
• Workshop / Motor Industry experience
• Front line / client relationship experience in a panel beating environment.
• Practical panel beating, spray painting, mechanical and electrical experience
• Assessing experience at a short term insurer
• Estimating in a panel beating environment.

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Job Purpose

• Involved in operating system and application maintenance and configuration - with regards to maintenance intervals and upgrades including end of life replacement. Responsible for security and configuration compliance and work with other members of the IT System Administration Team and all relevant stakeholders. Respond to requests from end users, managers, developers, and team members for specific IT system assistance, data, and information. Collaborate with senior personnel in performing risk assessments to determine impact on customer business processes and systems downtime. Implement system changes across large, complex and diverse server environments by using standardized defined methods and procedures as defined by the senior members in the team. Provides efficient and prompt handling of all changes to improve day-to-day operations.

Responsibilities

Infrastructure Support

• Provide advice and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business. Ensure system availability, functionality, integrity and efficiency, and maintain system configuration and documentation. Provide IT support for current and emerging technologies. Manage computer and user accounts, privileges, and system access via Active directory. Install and administer hardware, Windows operating systems, and software applications. Including system fixes, updates, and enhancements. Provide IT support for infrastructure systems including Virtualization, Servers, OS, monitoring and all other relevant systems to ensure that operability requirements are up to date with latest patches and firmware and that the hardware is configured properly.

Faults Diagnosis and Correction

• Provide fault isolation and resolution to limit and address issues promptly. Perform troubleshooting, analysis of alerts, and repairs on systems. Ownership and execution of incident management and system maintenance.

Solutions Analysis

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

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Implement security procedures, as directed by security team.

Information and Business Advice

• Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring to others where necessary for interpretation of policy.

Testing IT Performance

• Perform routine website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues. Manage system resources by monitoring of performance, capacity, availability, serviceability, and recovery.

Applications Software Maintenance

• Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant industry qualifications such as Microsoft MSCE, Nutanix NPP or relevant virtualization qualification (Essential); Relevant degree in IT (Advantageous)

Experience

• 2 or more years experience in Multiplatform environments with a focus on System support (Essential); Experience in Financial Service Industry (Advantageous).

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Job Purpose

• Contribute to day to day operational excellence by monitoring agent behavior according to internal scheduling and track achieved targets on a half hourly basis. Resolve the operational performance variance and escalate to higher levels when required. Analyze the trends and work activities on a daily, weekly and monthly basis and support future planning activities for the work force and contributes to FTE target planning.

Responsibilities

Operations and Customer Experience Management

• Monitor all agent activities with regards to dynamic break movement and floor management to track the half hourly targets. 
• Identify potential bottle necks and raises red flags in a timely manner for the Operations team to respond.
• Drive maximum utilisation of additional time to limit operational wastage and to maximise returns, and cost-saving, i.e. are we working/dialling.
• Identify exceptions through root cause analysis and communicate to the operations team with remedial actions (Solution Based Service Offering model).

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.
• Achieve daily, weekly and monthly agent adherence to schedule as per defined targets.
• Manage schedule change requests and schedule administration updates. 
• Schedule and responds to escalated issues and ad-hoc requests.
• Make immediate changes to the schedule to mitigate the risk of not achieving Customer targets.

Insights and Reporting

• Analyze reports and make recommendations for adjusting staffing levels to contribute to departmental productivity and profitability goals.

Data Collection & Analysis

• Collate and analyze data using pre-set tools, methods and formats to understand the impact of the customer experience.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team; ensure the RTA team processes their log allocations efficiently and correctly; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality.

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.
• Ensures the RTA team processes Webstation and SysAid requests within the rules, and within the required TAT.

Project and Program Stakeholder Engagement

• Deliver stakeholder engagement activities to support development of effective working relationships and to identify and respond to stakeholder needs and concerns.
• Communicates with the internal stakeholders on the real time results (from Team Managers to Head of Brands).
• Provides remedial solutions to stakeholders in order to protect Customer Experience.

Improvement / Innovation

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

Administration

• Produce, update and provide best practice support on complex MS documents, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes.
• Manage, update and process WFM logs and work items allocated from business, and resolve within TAT SL.

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 labour law legislation, and industry best practices through ongoing education.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Bachelor of Commerce/ Information Technology or equivalent (Advantageous); Avaya/CMS, IEX, Qstory experience and knowledge (Advantageous); Lean Six Sigma White/Green Belt Certification (Advantageous)

Experience

• 2 or more years experience in a contact centre and/or team lead experience (Essential);
• Previous workforce management experience (Advantageous)
• Experience in 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 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 sales experience (Essential); Customer service experience (Advantageous); 
• 1 year call centre experience in Financial services industry (Advantageous).

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Job Purpose

• Drive and grow sales from the traditional independent and corporate brokers through leading a team of dedicated personal relationship broker consultants, resulting in an increase in market share with this segment, ultimately driving profitable growth. Regional representative in the Broker market to maintain and grow relationships within the market.

Responsibilities

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Responsible for effective employee engagement in order to build a high performance culture that contributes to the overall organisational goals.
• Implement tactical and operational plans through effective team management, ensuring sales growth by delivering agreed business plan targets.

Broker Relationship Management

• Develop and implement relationship management plans for complex existing Broker Partners to identify and build relationships with relevant decision makers and influencers within the Broker Organisation and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified Broker Partners to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on input received.
• Ensure Broker client retention and growth through quality service levels to Brokers by effective proactive engagement of Brokers through the team of consultants on lead opportunities, communication of product changes and enhancements, relevant feedback on portfolio performance etc.
• Report and  analyse, interpret and provide feedback on broker sales data in order to execute on the Broker Strategy.

Performance Management

• Manage and report on the performance of a substantial, diverse 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.

Broker Relationships Development

• Develop and implement relationship management plans for potential new Broker Partners to identify and build relationships with relevant decision makers and influencers within the Broker organisation.

Broker Needs Clarification

• Set clear objectives for each Broker Relationship Consultant; develop and make presentations that are tailored to the known interests, needs, issues, and concerns of decision makers and influencers within the Broker organisation; gather and analyse relevant information; and gain agreement to a statement of requirements.

Broker Relationship Management (CRM) Data

• Ensure that team members maintain up-to-date Broker Partner data, identifying and resolving issues.

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. Monitor the compliance and adherence of Broker Partners.

Education

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

Experience

• 3-5 years experience in Broker Account Management environment (Essential); Experience in Financial Services industry (Essential) Experience in Key Account Management (Advantageous). 3 or more years experience in managing a Key Account Management Team (Essential)

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Job Purpose

• Lead a team of Processing Claims Consultants to ensure the effective validation of already-captured claims.  Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

Responsibilities

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; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Operations Management

• Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims.

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.

Data Collection & Analysis

• Collate and analyse claims processing data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Management (Internal)

• Help senior colleagues manage client and customer relationships by using relevant client systems.

Document Management

• Create and ensure compliance with a company wide document management system.

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.

Correspondence

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

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

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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. May supervise computer programmers.

Responsibilities

Application Software Development

• Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.

Improvement / Innovation

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

Applications Software Maintenance

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

Testing IT Performance

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

Information Security

• Implement and provide input on the design of 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.

Organisational Capability Building

• Provide coaching to team members to develop their skills.

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.

Application Software Roadmap

• Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Education

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

Experience

• 4 or more years experience using relevant programming languages or technologies (Essential) 
• Previous experience in a financial services environment (Advantageous).

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Job Purpose

• Involved in operating system and application maintenance and configuration - with regards to maintenance intervals and upgrades including end of life replacement. Responsible for security and configuration compliance and work with other members of the IT System Administration Team and all relevant stakeholders. Respond to requests from end users, managers, developers, and team members for specific IT system assistance, data, and information. Collaborate with senior personnel in performing risk assessments to determine impact on customer business processes and systems downtime. Implement system changes across large, complex and diverse server environments by using standardized defined methods and procedures as defined by the senior members in the team. Provides efficient and prompt handling of all changes to improve day-to-day operations.

Responsibilities

Infrastructure Support

• Provide advice and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business. Ensure system availability, functionality, integrity and efficiency, and maintain system configuration and documentation. Provide IT support for current and emerging technologies. Manage computer and user accounts, privileges, and system access via Active directory. Install and administer hardware, Windows operating systems, and software applications. Including system fixes, updates, and enhancements. Provide IT support for infrastructure systems including Virtualization, Servers, OS, monitoring and all other relevant systems to ensure that operability requirements are up to date with latest patches and firmware and that the hardware is configured properly.

Faults Diagnosis and Correction

• Provide fault isolation and resolution to limit and address issues promptly. Perform troubleshooting, analysis of alerts, and repairs on systems. Ownership and execution of incident management and system maintenance.

Solutions Analysis

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

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Implement security procedures, as directed by security team.

Information and Business Advice

• Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring to others where necessary for interpretation of policy.

Testing IT Performance

• Perform routine website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues. Manage system resources by monitoring of performance, capacity, availability, serviceability, and recovery.

Applications Software Maintenance

• Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.

Continuous Improvement

• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant industry qualifications such as Microsoft MSCE, Nutanix NPP or relevant virtualization qualification (Essential); Relevant degree in IT (Advantageous)

Experience

• 2 or more years experience in Multiplatform environments with a focus on System support (Essential); Experience in Financial Service Industry (Advantageous).