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.

Education

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

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Job Purpose

• Assist with the successful end to end planning, execution and delivery of projects, to the required business objectives within the constraints of time, cost and quality.

Responsibilities

Project, Program 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. Ensure projects are realistically planned, organized and resourced, to deliver against requirement / project plan.

Project and Program Deliverables 

• Plan and lead the delivery of a range of information gathering, analysis, and stakeholder consultation activities and specify, negotiate, and agree on project deliverables. Remain deliverable focused with each unique project delivering a product service result. Make decisions regarding the project, in context of the project boundaries, within the overall envelope of approved time, cost and scope and is accountable for the results of the project. Ensure a clear understanding of the project goals and stakeholder expectations. Effectively negotiate and define scope of work with all stakeholders thereby ensuring effective delivery.

Project and Program Stakeholder Engagement

• Plan and deliver stakeholder engagement activities to develop effective project working relationships and to ensure that stakeholder needs and concerns are identified and met. Ensure effective communication to business owners, internal customers and other relevant stakeholders, to keep them informed, facilitate decision making, take corrective action and set direction. Build working relationships with all relevant stakeholders, delivery partners and 3rd parties. Ensure the effective facilitation of all stakeholders’ input.

Project and Program Risks and Issues Management 

• Identify and evaluate risks, issues, dependencies, and constraints associated with the project, escalating where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these. Control project delivery through effective management and communication of risks, issues, expectations, scope change and decisions required.

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 utilization. Motivate resources to achieve a unified approach.

Project and Program Reporting and Reviews

• Draft project review reports and presentations, including key information, commentary, and recommendations to support the review process and enable stakeholders to evaluate progress and agree on change. Track and report on the financial business benefit reports.

Project and Program Governance 

• Ensure compliance of projects to EPO project governance framework and methodology. Ensure effective and efficient project administration including project documentation, schedule planning and maintenance.

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 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 fulfil personal potential. 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); Certification or Accreditation in a Recognised Project Methodology (Agile, Prince2/PMBOK) (Essential); 3 year Degree or Diploma in Project management (Advantageous)  (Required)

Experience

• 2 or more years experience in the discipline of Project Management and/or Business Management (Essential); Experience in the Financial Services Industry (Advantageous).
   

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Job Purpose

• Resolve day to day operationsal security tasks and incidents. Act as Escalation point for specialists as a Level 1. Incident Response Specialist /SOC /L2 Breach and response lead member. Ensure centralised and dedicated cyber security technologies and operations functions operate at the right level of maturity, are effective and optimised. Ensure operations functions adequately support CIT's information & cyber security outcomes. Ensure operations functions produce relevant measurements and metrics to support CIT’s cyber & information security decisions. Ensure operations functions continue to mature and adequately adapt to the changing threat landscape.

Responsibilities

Information Security

• Define business impact of security incidents and identify and drive recommendations for change to prevent similar incidents. Ensure, through appropriate planning, execution, oversight of implementation and management of centralised and dedicated operations, CIT is able to appropriately identify, protect, detect, respond and recover to information & cyber security threats. Where possible, play the role of a lead-in to further enhancing and optimising said lifecycle. Ensure effective Threat Hunting and Threat Intelligence is performed. Conduct penetration testing/offensive security procedures as required.

Operations Management

• Supervise others working within established operational systems. Participate and take ownership during information & cyber security incident response activities, and specifically as it pertains to cyber security operations. Act as Incident Response Specialist /SOC /L2 Breach and Response as lead member. Escalation point for specialists as a Level 2. Oversee and perform Identity and Access Management and Privileged access Management tasks.

Risk Management & Analysis

• Develop and/or deliver a contingency plan for significant aspects of the risk management and/or control process. Maintain visibility of emerging information & cyber security threats and trends, and adjust operations activities to best defend against such threats.

Operational Compliance

• Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Take ownership of and optimise operation of dedicated and centralised cyber security technologies. This includes establishing relevant, operating procedures and other mechanisms to ensure consistent execution and quality outcomes.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Provide input on cyber security operations metrics and indicators. Report on key cyber security operations metrics and indicators to management and colleagues.

Stakeholder Engagement

• 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. Build and maintain relationships with teams and areas within CIT towards ensuring collaboration and overall successful functioning of cyber security operations across the organisation. Collaborate with the Enterprise Architecture function around strategic cyber security technology selection and investment, or technologies with an impact on cyber security.

Operational Procedure Development

• Draft policies, procedures, and related guidelines within an area of expertise to meet defined key principles and ensure compliance with external requirements. Take ownership of and drive maturity of operational technologies, associated workflows and procedures across a variety of areas such as Internet and dark web cyber threat exposure, network and communications security, endpoint security, identity & access management, application security for proactive and reactive technology protections, vulnerability management and incident response and forensics.

Personal Capability Building

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and indepth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media. Maintain and renew understanding of the information security operations landscape, both current and as it continues to evolve.

Building Capability

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

Continuous Improvement

• Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered. Implement improvements and continuously mature cyber security operations activities.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) Relevant industry certifications, such as Security+ ,CEH, MSCE, MCSA or equivalent (Essential) University degree in an information technology or related domain (Advantageous) Relevant Industry certification; OSCP or alternative in offensive or defensive security certifications(Advantageous) Relevant system / IT engineering certifications in on prem or cloud environments (Advantageous)

Experience

• 3-5 years' experience in information / cyber security (Essential); Strong experience and understanding Cyber Security frameworks and applying it (Essential); Experience in Security Operations (Essential); Exposure and/or experience in Security Architecture (Advantageous); Experience in Threat Hunting and Threat Intelligence (Advantageous)

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Job Purpose

• Help end-users resolve issues with computer hardware or software. Respond to user inquiries, troubleshoot and diagnose problems and identify solutions with IT equipment and applications.

Responsibilities

Client & Customer Management (Internal)

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

User Support

• Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service level targets to support the business effectively.

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.

Data Management

• Support others by working on a variety of data management tasks.

Administration

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

Work Planning

• Organise own work schedule each day in line with changing priorities.

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); MCSA, A+, N+, ITIL Foundation certifications (Essential)

Experience

• 2 - 3 years' experience in desktop support administration (Essential).

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Job Purpose

• Help end-users resolve issues with computer hardware or software. Respond to user inquiries, troubleshoot and diagnose problems and identify solutions with IT equipment and applications.

Responsibilities

Client & Customer Management (Internal)

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

User Support

• Provide hardware, software, and end-user support for unresolved queries in line with documented procedures and service level targets to support the business effectively.

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.

Data Management

• Support others by working on a variety of data management tasks.

Administration

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

Work Planning

• Organise own work schedule each day in line with changing priorities.

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); MCSA, A+, N+, ITIL Foundation certifications (Essential)

Experience

• 2 - 3 years' experience in desktop support administration (Essential).

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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 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).