Jobs at Innovation Group South Africa

Job Summary 

We have an exciting opportunity available to join our dynamic Direct Sales team. If you are an enthusiastic, results-driven self starter then apply now to join our team based in Sandton, Johannesburg. The main responsibility of the role is to drive outbound sales targets aligned to business objectives.

Education

• A Matric Certificate or Equivalent NQF Level 4
• Customer Service or Call Centre Qualification

Experience

• A minimum of 2 years’ experience within a Sales Outbound Call Centre preferably in the Insurance Industry
• A minimum of 1 year experience as a Contact Centre Agent
• Experience selling of Insurance products and services.

Responsibilities

• Ensure sales targets are achieved in line with business objectives.
• Convert leads to sales in accordance with campaign requirements.
• Ensure quality outputs in accordance with the customer needs and the organizations business plans.
• Ensure applications are correctly completed with the relevant information to enable accurate processing and fulfilment.
• Adhere to company policies and procedures.
• Ensure risk, compliance, regulatory, and legislation are followed out and adhered to
• Adhere to quality and compliance processes to minimize business risk
• Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the organisational culture and values.

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Job Overview

We are currently recruiting for a detail orientated Risk Manager to join our Risk team based in Sandton, Johannesburg. The main responsibility of the role will focus on identifying, monitoring, and reporting on risks that may impact the organisation.

Education

• B. Degree or Equivalent NQF Level 7 Qualification in Risk Management
• Certification in IT Risk Management/ Cyber Security/ Other equivalent certification

Experience

• A minimum of 3 - 5 years' relevant industry experience (insurance, automotive, etc)
• 5 - 7 years' experience in a Specialist Risk Management role

Job Responsibilities

• Identify, record and consolidate all significant risks facing the organisation.
• In conjunction with business, develop and implement a control environment that can effectively mitigate the risks identified to the satisfaction of senior management.
• Work closely with business to co-create plans and remedial solutions and ensure proactive risk management is embedded in all their processes.
• Develop and maintain a risk reporting pack that provides Risk, Audit and Compliance Committee (including EXCO) with the required risk information and status to facilitate timeous and informed decision making.
• Establish risk awareness and understanding within the business.
• Co-ordinate internal, external audits, and client review outcome
• Identify, report, and mitigate risk ensuring processes are followed correctly to mitigate risk to the business.
• Identify and maintain the principal risks of the organisation and appropriately allocate risk owners.
• Conduct the risk management component of due diligence reviews on new clients as well as ongoing periodic reviews and monitoring of existing clients.
• Ensure appropriate governance, risk management and internal controls are in place internally and with clients.
• Apply specific technical and business insights in liaising with individual risk owners on a day-to-day basis to understand, manage and optimise end-to-end risk identification, assessment, monitoring, quantification, treatment and reporting processes.
• Maintain a risk management philosophy and culture within the organisation through awareness campaigns and training initiatives.
• Assist with the development of effective of Key Risk indicators.
• Implementation and maintain of all approved Risk Management Policies and Frameworks within the business.
• Evaluate the RAG status of all principal risks.
• Generate monthly and quarterly reports, providing insight into the status of all principal risks.
• Provide oversight on all risk events reporting (including remediation) within the organisation.
• Assist in ensuring the organisation complies with internal policies and all regulatory requirements in line with the Combined Assurance methodology.
• Continuously monitor and evaluate the overall risk profile across (with a specific inclusion of IT Risk) the organisation's risk spectrum for relevant department(s) to provide a combined assurance view.
• Conduct risk awareness and training campaigns within the organisation in line with identified skills gaps and compliance requirements.
• Conduct risk assessment of assigned department or functional area in established/required timeline.
• Provide guidance to the risk owners within business.

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Job Overview

We have an exciting opportunity for an exceptional, highly motivated and target driven Team Leader to join our Customer Service team based in Sandton, Johannesburg. The main responsibility of the role is to ensure exceptional customer experiences while also driving team performance and achieving operational targets.

Education

• A Matric certificate or Equivalent NQF Level 4 Qualification.
• FAIS accreditation would be advantageous.

Experience

• A minimum of 3 years call centre experience.

Responsibilities

• Develop, support and mentor a team of customer service agents and team members to ensure key performance indicators are achieved in terms of service levels, efficiencies and customer satisfaction.
• Conduct monthly coaching with each team member or more if necessary to achieve efficient and quality performance of queries team. Take a proactive approach to address any employee performance and attendance issue.
• Manage individual and team performance through ongoing coaching and feedback, huddles and team meetings. Address any gaps and take corrective action as required.
• Conduct quality reviews on team members on a monthly basis through call monitoring, reviews of chat and emails.
• Minimize potential complaints by providing excellent customer service at all times, taking ownership of queries and disputes.
• Effectively handle and manage customer calls, chats and emails escalated from the customer service or sales agents and other team leaders.
• Assist with reporting and generating Contact Centre reports.
• Work collaboratively with peers and other stakeholders to implement solutions to continuously improve the operation for our customers and employees.
• Ensure all complaints and queries are resolved within specified turnaround times.
• Provide constant feedback to the customers updating them on the progress of their queries or complaints.
• Make sure that complaints/queries are logged and acknowledged immediately.
• Set-up meetings and obtain mutual agreement with the divisional stakeholders to discuss the roles and responsibilities and possible areas of cooperation, improvement and conflict.
• Initiate pro-active and corrective actions as required to ensure service delivery.
• Ensure all the relevant information is recorded onto the systems related to complaints and queries.
• Adhere to set out SLA's in terms of customer queries and escalations.
• Ensure that all existing processes are aligned, maintained and re-engineered as and when required in-line with business and regulations.
• Ensure that complaints register is up to date at all times.
• Ensure compliance to regulatory bodies in accordance with the client needs and the organizations business plans and to be present and part of the development process when quality assurance sessions are held.
• Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the firm culture.
• Supervise a team of agents to ensure effective daily operations.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of Innovation Group’s processes and systems.
• Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan for the team.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
• Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.