Job Openings at Hollard Insurance

Role Objectives:

• Dealing with daily scheduling and capturing of vehicle assessments for all the internal and external assessors. Assist as support to the assessing department to ensure customer feedback and optimal service delivery.

Key Responsibilities:

• Ensure to reduce claims cost (i.e. upliftment instructions, assessor appointed within the agreed turnaround time without any delay) and to follow agreed process and adherence to relevant mandate.
• Driving towards service delivery and accuracy and ensure correct assessor is appointed for the relevant assessment. Have a follow up process in place to confirm receipt and to give feedback where necessary.
• Ensure that standard operating procedures are being followed and to request all relevant information from internal and or external assessor for accuracy of assessments.
• Update the line of business system with all relevant information and updating of financials timeously.
• Delivering a reliable administrative support and customer service and improving the overall customer relationship to all the business units.
• Acknowledging customers and brokers promptly and treating them in a courteous manner.
• Maintaining records and carrying out customer transactions within authorized limits and update systems regularly.
• If any documentation is outstanding for longer than the required SLA, to escalate to correct level for assistance.
• Ensure efficient and effective reporting back to clients, business units, repairers, assessors and assessing management
• Document all evidence for reference and specify if any escalations and or business decisions have been made.
• Effectively manage complaints according to the agreed process and ensure feedback to client and or account managers.
• Effective adherence to processes & quality standards according to the standard operating procedure and as measured by QA.
• Take ownership of queries and offer possible solution to the various stakeholders and of clients and ensure all urgent queries to be resolved.
• Provide feedback to clients and or internal stakeholders where relevant and needed and ensure assessors to follow through on queries.
• Ensure all messages left by clients and or other business units are being attended to within the agreed time limits.
• Liaise with service providers and other business units to ensure quality of customer management and to prevent rework.

Required Knowledge and Experience    

• Short Term Insurance experience
• Experience in Motor Claims

Educational Requirements    

• Matric
• Higher Certificate in Short Term Insurance

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Role Objectives:

• To manage and control the risks inherent within the motor assessing process and finalisation of final repair calculation to enable correct payments to MBR.

Key Responsibilities:

• Conducting final repair calculation that would cover labour rates, discounts, utilization of repair panel is appropriate e.g. Warrantees, BEE, technical expertise vs merits of repair.
• Insure/Process the Final Repair Calculation Request (FRC Request) as received from the Motor Body Repairer (MBR) is in line with the MBR Service Level Agreement (SLA)
• Control any additional repair methods which does not correspond with the first authorized repairs, by contacting the assessor to ensure the assessor is aware of these additional requests and has been authorized by the assessor during the Work In Progress (WIP)
• Authorize the FRCR on Audatex once agreed to by networking the Final Repair Calculation Authorization to the MBR for Invoicing/payment.
• When manual FRCR is received to process these requests manually and follow the same process as above.
• Broker/Branch FRCQA Audits, from time-to-time Brokers and Branches will request an Audit on an Assessor to ensure the correctness of the FRCA done by the assessor.
• Identify trends and provide recommendations for continuous process improvement and controls to reduce any negative impact to Hollard.
• Ensure compliance with standard operating procedures and protocol within the Group motor assessing team.
• Ensure all precaution done in terms to mitigate any risk of customer dissatisfaction.
• Ensure to follow process when dealing with all stakeholders, act with fairness and integrity and professional at all times.
• Adhere to timelines in terms of agreed turnaround times to ensure customer satisfaction.
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• Ensure relevant statistics and reports are updated timeously and accurately.
• Liaise with repairers, suppliers and service providers to ensure relevant feedback is given where needed.
• Assist with MBR complaints and or queries and ensure solution is followed through.
• Knowledge of the complete end to end process regarding a claim and the repair process.
• Authorization of repairs via Audatex.

Required Knowledge and Experience    

• 3 years’ experience in Motor Claims end-to-end process.
• Motor Assessing experience is preferred.
• Audatex experience (advantage)
• Final Repair Calculation experience (advantage)
• Motor assessing system, SPM, Excel (advantage)

Educational Requirements    

• Matric (NQF 4)

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Role Objectives:

• The STA team is responsible for all corporate actuarial work required for Hollard SA’s two short term licences. This includes calculation of reserves (IFRS and SAM), capital requirements and solvency position. Reporting to business, including providing understanding of results, and statutory returns to the Prudential Authority. This role has therefore wide impact within the Hollard ST business as well as ensuring that Hollard continues to meet regulatory requirements in order to do business.

Key Responsibilities:

• Ensuring accurate and appropriate reserving for the two short term licences, including appropriate assumptions, adequate and reliable data and accurate modelling.
• Manage and co-ordinate the calculation of SAM Technical Provisions and Solvency Capital Requirement, including projections of these as part of the Hollard integrated planning and budgeting.
• Oversee production of shareholder and business KPI measurement results such as ROC and Net Generated Equity. Provide insights regarding opportunities for optimization of these results.
• Scenario projection and stress testing of results.
• Assist with modelling to support reinsurance renewals.
• Report on the corporate actuarial results to Board sub-committees such as Actuarial and Audit committees.
• Ensure that all actuarial processes are performed as efficiently as possible and are compliant with the current risk control environment and actuarial governance procedures.
• Provide insight to stakeholders on the drivers of their results.
• Drive actuarial component of IFRS 17 results generation.

PEOPLE, TALENT MANAGEMENT & LEADERSHIP

• Manage staff performance (setting & communication of prioritization, standards requirements and managing delivery of these KPIs)
• People management, in conjunction with HR (Recruitment, selection & Induction; Training, Development and retention)
• Team & Employee Growth: Take responsibility for team’s and own career growth. Ensure succession and talent management

CUSTOMER SERVICE & TCF

• Customer service: Maintain a high level of service to customers (internal and external) according to the service standards as set by the company.
• TCF: Ensure customers are treated fairly and that TCF management & training is done in conjunction with the Academy

Required Knowledge and Experience    

• Minimum of 10 years in a short-term actuarial environment
• Knowledge of SAM and IFRS rules applicable to short term insurer
• Actuarial techniques applicable to short term insurers
• IFRS 17 knowledge
• Excellent MS Excel skills are a basic requirement
• Strong technical and analytical skills

Educational Requirements    

• Matric
• Fellow of the Actuarial Society of South Africa 

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Role Objectives:

• Our company is seeking an experienced Agile Coach to guide and coach teams through the Agile transformation process. The successful candidate will have a deep understanding of Agile methodologies and frameworks, including Scrum and safe, and will have a proven track record of implementing Agile practices and principles in a variety of organisational contexts. The Agile Coach will work closely with cross-functional teams to foster a culture of continuous improvement, facilitate Agile ceremonies, and help teams to identify and implement improvements.

 Key Responsibilities:

• Coach teams and individuals on Agile principles, values, and practices
• Facilitate Agile ceremonies, including daily stand-ups, sprint planning, sprint reviews, and retrospectives
• Work with Product Owners and Scrum master’s to ensure backlog management, prioritisation, and refinement
• Identify and help to remove impediments that are preventing teams from achieving their goals
• Provide guidance and support for continuous improvement, including measuring and tracking team progress, and implementing and adjusting Agile metrics
• Collaborate to share best practices and drive consistency across teams
• Foster a culture of collaboration, transparency, and continuous improvement
• Train and mentor team members on Agile concepts and practices
• Own and maintain the Agile Methodology for Hollard Insure

Required Knowledge and Experience    

• Proven record of coaching teams through Agile transformation and helping them to achieve their goals
• Excellent communication, facilitation, and collaboration skills
• Experience working in cross-functional teams in a fast-paced, dynamic environment
• Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO), or Certified Agile Coach (CAC) preferred

Educational Requirements    

• Matric
• Bachelor’s or master’s degree in computer science, Engineering, or related field

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Role Objectives

• Support to Broker Consultants in processing all sales transactions assigned, within the set standards required by the company thus contributing to the productivity of the branch
• Assist the Broker Consultants to develop and maintain effective business relationships with brokers in order to attract develop and retain profitable business
• Assist where required to interpret, explain and effectively market all commercial products and services and direct enquiries to the respective centres of excellence

Key Responsibilities

• Sales and Marketing: Assist the Broker Consultants to sell Hollard products to brokers and/or agents using consultative selling techniques. Contribute to effective marketing of the Company products by answering questions, resolve problems on topics such as policy status, billing, etc, and explaining new or revised products and processes.  
• Account Management:  Support Broker Consultants to meet goals for volume and value of quality new business quoted and written within company guidelines, by managing all accredited brokers, do and process all quotes assigned within mandate, update quote register, all quotes to be sent to Broker Consultant who in turn will forward to Broker and send to Broker directly when required, complete the new business worklist and responsible for follow up, when required. Regular liaision with renewal team
• Risk Management:  Credit control procedures, loss ratios, broker/agent agreements, ensure compliance with rating, underwriting principles and reinsurance
• Underwriting/Risk Analysis: Analyse qualitative and quantitative data prepared by brokers to provide approval for risk selection and acceptance, coverage and price.  Recommend creative alternatives in regards to rating plans, coverage and payment plans. Ensure reinsurance is in place where applicable. Decline unsuitable risks

Required Knowledge and Experience    

• At least 3 years’ commercial short term insurance experience
• Self-management skills
• Good communication skills including writing and presentation skills
• Negotiation skills internal & external
• Sales and marketing skills
• Relationship management skills (have the right approach with the right people
• Analysis and interpretation of data pertaining to assigned books, reports and market conditions
•  Sound understanding of the TCF principles

Educational Requirements    

• Matric
• NQF 4 Insurance Qualification or similar advantageous
• RE advantageous

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Your role.
Your team

• You will be part of automation centre of excellence team within technology, that works closely with the broader Hollard business to enable them to configure their own productivity solutions on the Microsoft 365 platform.

Your duties & responsibilities

• Work within our technology team to:
• Define and communicate our Microsoft 365 end user consumption standards for productivity solutions
• Build a repository of user guides and FAQs for business users to develop their own Microsoft 365 productivity solutions
• Mentor and support our business users with their Microsoft 365 challenges and own solutions
• Design and configure more complex productivity solutions in Microsoft 365 on behalf of the business when a more formal ‘line of business’  application is unable to fulfil the requirements inline with the priority of the ask
• Ensure the right level of change control is in place to protect operational processes, users and their data

• Support production solutions
• Maintain a Hollard productivity tooling roadmap aligned with Microsoft 365’s
• Work with internal and external customers to:
• Conduct workshops to understand business needs, and elicit requirements
• Create deliverables including prototypes, conceptual diagrams, site maps, interaction flows, storyboards, wire-frames, content inventories, help and instructional guides, or others as required to achieve business outcomes
• Provide solution walk through workshops before, during and after development as required
• Execute tests, and/or support users with testing of solutions
• Hold training and mentoring sessions with different sized cohorts of end users on general Microsoft 365 capabilities and how to implement  them and/or configured solutions

Required Knowledge and Experience    

• Knowledge acquired awareness and/or expertise
• 2-3 years recent experience in Microsoft 365 technologies, in particular SharePoint Online, Power Automate and Power Apps

Skills acquired or inherent abilities

• A High level of knowledge of Microsoft 365 design methodologies, information architecture and usability principles, including user-centred-  design
• A good understanding of Microsoft 365 roadmap, and the ability to evaluate the applicability for business productivity solutions
• Familiarity with project management and systems development life-cycles in the context of productivity tools

Attributes

• Ability to work independently and collaboratively with others
• Ability to work in a fast-paced environment with changing priorities
• Must have a high level of attention to detail and high level of creativity
• Great Interpersonal skills

Educational Requirements    

• Qualifications Desired (Formal study undertaken and completed)
• MS Exam MS-600: Building Applications and Solutions with Microsoft 365 Core Services
• MS Exam PL-100: Microsoft Power Platform App Maker – Skills Measured

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Hello…an exciting new opportunity has just become available in Hollard Life Solutions. We are looking to recruit for the Head: Partnerships. The incumbent will be accountability to implement, manage and drive the delivery of value add insurance solutions to identified partners. In addition, they initiate and drive the strategic relationships and alignment by delivering value added services to ensure that our partners and policyholders needs are met and a profitable book is achieved.  They have overall responsibility for the strategy, leadership and management of the partnerships, including P & L, growth and profitability.

Key Responsibilities:

• Set strategic business objectives and financial goals and create an environment to ensure achievement of annual Financial targets (effective management of profit margins, loss ratios and sales targets)
• Set and ensure an appropriate Distribution Strategy for the Partnership business.
• Develop business plans and manage the delivery that will enable the Hollard Life Solutions partnership value
• Enable the delivery of Value-add services to Partners that will enhance the Partner Business
• Oversee the effective and timeous identification of Partner needs and resolution to challenges
• Assist to grow new business by having the thought leadership to identify strategic alliances and opportunities for new Partners and products, in conjunction with Business Development
• Manage Partner relationships by constantly balancing relationships and business priorities
• Active relationship management incl. attending monthly management meetings and managing partner conflicts when they arise
• Engage the Partner team to enable the delivery of all strategic initiatives
• Manage risk within the Partner business whilst ensuring that financial business targets are maintained
• Understand legislation and its application of products to ensure compliance with legal and regulatory requirements
• Manage Hollard Partner team to enable sustainable business result
• Prepare management reports both internal and external
• Improve and streamline account management processes when opportunities present
• Required Knowledge and Experience    
• Business thinking, problem structuring and problem-solving ability
• Relationship management and networking ability
• Strong analytic ability
• Strategic thinking – continuous improvement, strategy translation
• Result-driven with ability to establish credibility among varied audiences
• Managing complexity
• Strong communication skills (written and oral); ability to communicate complex ideas effectively, both verbally and in writing
• Stress management / resilience

Educational Requirements    

• University graduate with a minimum of 8 years’ experience in financial services
• Previous experience managing key business accounts and / or relationships
• RE Exams highly advantageous
• Deep understanding of insurance industry incl. market and competitor landscape