Hot Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

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.

Customer Needs Clarification

• Set clear objectives for each 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, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Management

• Help manage customers by carrying out standard activities.

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 when required from a supervisor or manager for any exceptions from mandatory procedure.

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 and KPI's.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures. Develop 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.
   

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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

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

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 TIH Business Insurance (BI) that fosters superior risk selection, streamlined processing, loss ratio management and underwriting profitability.

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 Underwriting or Mathematics or similar (Advantageous); RE 5 (Essential); FAIS recognized qualification (Essential); FIISA, AIISA or Diploma in Insurance or equivalent (Advantageous); Business Analysis certificate or similar (Advantageous)

Experience

• 8 - 10 years in short-term insurance (mainly MMIII and Assets All Risks wordings, BI product experience (Essential); Short-term insurance industry - commercial underwriting experience (Essential). 3 - 6 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)