Hot Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Responsible for resolving escalated technical motor queries, requiring technical knowledge, and supporting the VAPS warranty and service plan products. Assist with reducing preventable claims cost by identifying possible financial risk and support the claims handling philosophy and supply strategy to mitigate such risk. Responsible to deliver all services in accordance with agreed service and functional standards.

Responsibilities

Operations Management 

• OPERATIONS - PRODUCTION -Carry out operational tasks by implementing and following established processes. May involve adjusting basic settings or parameters to meet performance standards. Make fair, honest, accurate and reasonable cost related decisions through the vehicle claims life cycle. Accurate quantification, identification and validation of vehicle part costing.

Customer Service 

• CLIENTS - CUSTOMER MANAGEMENT -Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm. Consistently provide service in accordance to the pre-agreed service and functional standards. Provide all-round service at various locations / interaction points: on the road, self-assessment (desktop assessment), digital assessments

Client & Customer Management (External) 

• CLIENTS - CUSTOMER MANAGEMENT- Help manage clients by carrying out standard activities and providing support to others. Effectively engage with the customers, consistently demonstrating all the TIH behaviours, 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.

Stakeholder Engagement 

• STRATEGY AND PLANNING -Build and maintain internal stakeholder relationships. Liaise with various internal stakeholders to assist with the claims costing lifecycle and decision-making process. Contact different motor manufacturers to find the required part(s), confirm pricing and align labour costs, negotiating the lowest price to ensure good quality cost deals to the customer and TIH.

Continuous Improvement 

• OPERATIONAL EFFICIENCY -Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered. Conduct workload activities in most efficient and cost-effective manner

Work Scheduling and Allocation 

• PEOPLE - LEADERSHIP AND SUPERVISION -Organise own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Personal Capability Building 

• PEOPLE - LEARNING AND DEVELOPMENT -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 (Advantageous); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

Experience

• 3 years’ work experience in the following (Essential): Mechanical and electrical experience; Workshop / Motor Industry experience. Advantageous Experience: Assessing experience; Experience in a short-term insurance industry.

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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 (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); 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 customized responses (internal and external).

Operational Compliance

• Develop working knowledge of the organization'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.
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.

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

Experience

• 1 - 3 years work experience (Essential).
   

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Job Purpose

• To partner operationally and contribute to the accomplishment of the companies objectives, through providing line managers and employees with HR guidance, whilst maintaining accountability of effective delivery of HR services.

Responsibilities

HR Frameworks and Tools

• In collaboration with centres of excellence, draft HR frameworks and tools within an area of expertise, ensuring compliance with specified design principles, internal policies, and external legal requirements.
• Promote HR programs to create an efficient and conflict free workplace.

Stakeholder Engagement

• Understand business operational models, business structures, process and procedures in order to give sound business advice to all stakeholders.
• Provide feedback to Centres of Expertise about HR solution effectiveness.
• Collaborate with Centres of Expertise to create innovative solutions. 
• Focus on consultative support and HR solution delivery.

HR Data Analytics and Insights

• Gather, analyse and interpret HR data; identify key trends and contribute to the creation of HR insights that enable the diagnosis of business issues, enhancement of employee engagement, and/or improvement of business performance.
• Present accurate data reports in monthly forums.

Policy Development & Implementation

• Work within established procedures to achieve specified goals.
• Advising management on the administration of human resources policies and procedures and the risk thereof.

Regulatory & Compliance Management

• Understand, interpret and apply HR policies and procedures as well as all relevant Labour Relations Acts in order to ensure organisational statutory compliance.
• Conducting audits of HR activities to ensure compliance.
• Provide guidance to business on employee relations processes, in collaboration with the relevant specialists.
• Investigate all kinds of incidents and reports, and provide expert advice.

Information and Business Advice

• Resolving complex queries from various business units by providing the relevant guidance and advice on policies and/or procedures, referring the most complex issues to the centres of excellence.

Organisational Capability Building

• Conduct training sessions with relevant stakeholders in the business in terms of the identified specific business needs.

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. 
• Keep abreast with new trends and advancements in the human resources field and understand external regulation, and industry best practices through ongoing education.

HR Data Management

• Accurately collate and maintain HR Data.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); HR related qualification or studying towards it (Essential); Degree in HR (Advantageous)

Experience

• 2 or more years experienced practitioner able to work unsupervised (Essential);
• HR Administration knowledge (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.

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).

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Job Purpose

• Manage feature teams to transfer the project / product vision to design, development, and delivery. Guide the team through the product backlog toward building the right product considering the vision, planning and budgets of the business, customers or users resulting in the requested business value.

Responsibilities

Digital Vision and Strategy

• Collaborate on development of the digital road map and key strategic enablers, designing the workflow and business processes that allow new applications, products, and services to be rolled out quickly while ensuring that legacy applications and IT operations are maintained at optimal levels.

Stakeholder Management

• Plan and deliver stakeholder engagement activities to develop effective project working relationships and to ensure that stakeholder needs and concerns are identified and met.

Business Case Contribution

• Drive and developing business cases to quantify current costs, justify project investment, and identify the return on investment.

Product/Service Development

• Evaluate the feasibility/relevance of proposed solutions, working in cross-functional or agile teams to develop and deliver significant aspects of the development program. 

Data-driven Product and Service Improvement

• Research data from digital product/service performance, customer behavior, and market trends to identify opportunities for product/service improvement.

Customer Needs/Experience Research

• Support customer and user research teams by performing customer analysis and market research using standardised techniques.

Project Management

• Independent management of medium to larger scale projects, with sole accountability to deliver project within defined quality and time-frames.

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.

Horizon Scanning

• Maintain understanding of current technology, competitors and market trends, database management, and/or programming practices through ongoing education, conference attendance, and reading industry press.

Education

• BCom Business or BSC Information Technology/Systems degree or similar (Essential); Product Owner certification (Advantageous); MBA (Advantageous); Hons (Advantageous)  (Required)

Experience

• 5 to 8 years general working experience (Essential); 3 to 5 years experience in Product Management (Essential); Product development experience (Essential); Experience in a similar role within 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. 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

• Provide advisory governance and monitoring services which support and deliver ongoing  compliance solutions in accordance with all applicable legislation and in line with the strategy of the statutory compliance function. Provide leadership and guidance to the compliance team and the organisation as a whole.

Responsibilities

Regulatory & Compliance Management

• Help design and implement a compliance program, liaising with the regulator to ensure the program adheres to regulatory and compliance standards.
• Assist with the development and implementation of the compliance risk management and monitoring plan.
• Plan ongoing compliance activities and output.

Regulatory Affairs

• Take responsibility for providing specific elements of the regulatory affairs service with guidance from senior colleagues.
• Implement initiatives that promote a compliance culture.
• Ensures timely regulatory reporting, managing the relationship with the Regulator with the support of senior management.

Compliance Monitoring

• Plan and manage the delivery of compliance advisory and monitoring in multiple disciplines, ensuring identification of risks and that it addresses the identified risk areas. Monitor the closeout of findings to ensure that agreed corrective actions are implemented and that risks are managed effectively; refer major issues or inadequate responses through the management line.
• Identify any compliance risks and take immediate remedial action.
• Drive and participate in compliance activities in line with the compliance risk management and monitoring plan.

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.
• Ensuring Group compliance with relevant legislation through ongoing analysis and reporting.
• Report on the compliance status of the Group internally to the General Manager, Executive Heads, Group Chiefs and key individuals on a monthly, quarterly and annual basis.
• Drive utilization of the various compliance systems to enhance reporting.

Information and Business Advice

• Provide specialist guidance on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.
• Provide compliance advice and solutions to business and compliance monitoring officers proactively and on request.
• Involvement in various organisational projects such as new product development, new business partnerships, new compliance developments and business forums.

Compliance Management System

• Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Compliance Management System; contribute to the design of the CMS; provide specialist compliance management input to the drafting of new policies and procedures, and design of business processes; contribute to the quantification of the costs and business benefits of change.
• Manage and maintain an effective compliance system.
• Drive delivery of compliance automation.

Stakeholder Engagement

• Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment.
• Build relationships with various internal and external stakeholders.
• Keep all stakeholders informed of regulatory requirements, changes and deadlines.

Policy Development & Implementation

• Help develop policies and procedures for an area of the organization or the group as a whole, and monitor their implementation.
• Drive an awareness of these policies and procedures and ensure training is undertaken throughout the organisation on an ongoing basis.

Contract Requirements

• Ensure contracts meet all compliance requirements and where required, notifications have been actioned.
• Identify trends, summarize findings, and give feedback on existing contract requirements, and provide input to ensure compliance 
• in contract processes.

Leadership and Direction

• Communicate the local action plan; 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.

Improvement / Innovation

• Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.

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 including new compliance developments, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); BProc/LLB Degree or other equivalent degree (Essential); Registration as Compliance Officer with the FSCA (Essential); Registration with the Compliance Institute (Advantageous); Diploma in Compliance Management (Advantageous); Admitted Advocate/Attorney (Advantageous)  (Required)

Experience

• 5 or more years’ relevant experience in the Insurance and
• Financial Industry (Essential); Knowledge of monitoring and
• compliance processes (Essential). 1 - 3 years experience in supervising and directing  people and other resources to achieve specific end results within limited time-frames  (Essential)

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Job Purpose

• Design user interface and the visual and user-experience elements of digital products through research, testing and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.

Responsibilities

Design and Conceptualization

• Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions.

Customer Experience Mapping

• Perform and implement techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles. Advise on approaches to eliminate negative experiences and enhance customer interactions.

Customer Needs/Experience Research

• Complete research and analyse data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Product and Solution Development

• Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.

Internal Client Relationship Management

• Build effective working relationships within the internal client organisation, delivering high-quality professional services with guidance from senior colleagues.

Improvement / Innovation

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

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.

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.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)

Experience

• 3 or more years UX/UI design experience (Essential); Experience in the Financial Services industry (Advantageous).

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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. Focus on customer premium collection and reinstatement. Has a solid knowledge of products and systems, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

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.

Customer Service

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

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.

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.

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.

Data Collection & Analysis

• Extract relevant data from information provided by others.

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.

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 year retentions experience(Essential); Experience in Financial Services Environment (Advantageous); Experience in collections environment (Advantageous).