Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Job Purpose
- Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
- Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
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 organisation'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 organisation'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 organisation's strategy, mission and vision; motivate people to achieve local business goals.
Capability Building
- Use the organisation'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
- Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)
go to method of application »
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
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
go to method of application »
Job Purpose
- Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant.
- Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
- Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results.
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 organisation'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 organisation'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 how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
Capability Building
- Use the organisation'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
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 manager as appropriate. 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.
BEHAVIORAL COMPETENCIES
Being Resilient
- Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective.
- Uses hardships and difficult experiences as an opportunity for personal and team growth.
- Ensures Accountability Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.
Drives Results
- Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors.
- Provides assistance or encouragement to help others over obstacles.
Directs Work
- Provides direction, delegating, and removing obstacles to get work done. For example, delegates tasks, providing generally clear expectations to staff.
- Coordinates and integrates the team's work, reducing duplication.
- Measures team progress using the right indicators; recognizes when problems or shortfalls occur.
Communicates Effectively
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments.
Creates rich documents and reports.
- Customer Focus Builds strong customer relationships and delivers customer-centric solutions.
- For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
- Persuades Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of persuasion, including well-reasoned rationale.
- Recognizes when compromise is necessary and shifts approach to accommodate others.
Interpersonal Savvy
- Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.
Collaborates
- Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.
Decision Quality
- Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance.
- Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.
Manages Complexity
- Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem solving methods. well.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential), Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing (Advantageous)
Experience
- 5 or more years' sales experience (Essential); Experience in Financial Services Industry (Advantageous). 3 or more years' sales experience in a leadership role (Essential)
go to method of application »
Job Purpose
- Plan, develop, execute, track and report across paid search and display campaigns. Manage key media strategies across paid search, display channels, as well as effectively manage and optimize each channel and display campaigns for the organisation. Possess a firm understanding of the primary online marketing channels: paid search, content marketing, targeting, and retargeting. Have working knowledge of the paid search platforms and implement campaigns and have the ability to work across multiple accounts on a daily basis, organise workflows and deliver on deadlines.
Responsibilities
Paid Search Planning
- To manage and deliver Paid Search planning activities for the brands. Develop and update the operational digital marketing plan to align the plan with business goals; contribute to the overall alignment of the marketing plan to the goals of the business
Paid Media
- Develop and/or deliver a plan for significant aspects of a product, service or marketing area under guidance from senior colleagues. To manage the performance media including but not limited to Campaign Manager 360, Google Ads Display, and External Publisher activities.
Project and Portfolio Management
- Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved. Manage a portfolio of projects while reporting to senior colleagues.
Stakeholder Engagement
- To liaise with key resources and stakeholders (Marketing Managers, Channel Managers, Wider Digital function and Digital Marketing Team). 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.
Budgeting
- Deliver a budget for an area of the organisation or conduct complex analyses on budget progress in other areas of the organisation. Manage the media budgets and ensure a high return on advertising spend (ROAS).
Insights and Reporting
- Prepare and coordinate the completion of various data and analytics reports.
Leadership and Direction
- Communicate the online media plans; 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. To implement and manage KPI’s related to all online marketing aspects. To ensure accurate reporting on KPI’s as and when required. 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.
Continuous Improvement
- Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Relevant degree and/or Diploma (Advantageous); Google Ads Display Certification, Google Ads Creative Certification (Advantageous)
Experience
- 3 or more years' hands-on experience within a PPC campaign management environment (Essential); 3 or more years' digital marketing experience (Essential); Experience within a financial services industry and Ecommerce (Advantageous).
go to method of application »
Job Purpose
- To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.
Responsibilities
Operations Management
- Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
Organisational Capability Building
- Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
- Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
- Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
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; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Customer Service
- Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
- Ensure effective customer relationships and maintain customer satisfaction at all times.
Customer Management
- Help manage customer relationships by using relevant systems.
Insights and Reporting
- Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
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.
Correspondence
- Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).
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
- Grade 12/ SAQA Accredited Equivalent (Essential)
Experience
- 3 or more years' experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential); Experience with Avaya related system (Advantageous). 1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)
go to method of application »
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).
go to method of application »
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.
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
- 2 or more years sales experience (Essential); 1 year retentions experience (Advantageous).
Method of Application
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