Job Openings in Telesure Investment Holdings (TIH)

Introduction    

• Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dial Direct, Virseker and 1Life. Employee Benefits Administration via our Hippo Advisory Services, which includes health
• insurance, provident fund and group life administration. Hippo is South Africa's first comparison website and compares insurance, other personal finance products, travel, health, money, travel, cars from a range of South African brands. We’re pioneers with a hunger for the best, bringing customer-focused innovation and service excellence to the financial services industry. We’re an undivided team of diverse thinkers and doers who believe in leading through technology and pushing beyond limits.

Specification    

• 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.

Operations Management

• Supervise others working within established operational systems.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

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 OR Ensure that team members maintain up-to-date customer relationship management data.

Customer Service Delivery

• Works independently using comprehensive knowledge and skills while guiding and training others on meeting high customer service standards.

Planning and Organizing

• Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

Requirements    

• Matric / Grade 12/ SAQA Accredited
• Equivalent Financial Sector Conduct
• Authority (FSCA) competency

requirements:

FAIS recognized

• qualifications / Regulatory
• Examinations / Class of Business
• Certification and / or CPD according to your DOFA (where applicable)

General Experience

• Experience in the insurance industry (Over 3 years to 6 years)

Managerial Experience
Experience of general supervision of more junior colleagues (7 to 12 months)

•  Understanding all applications within their specific business units
• Outlook, Dreamtec, IMS, CMS, EMC, Datanet, Apollo, Genex, Qlikview, IEX, Qstory etc. - SQA, Respond, Sage VIP, Sysaid, Office Automation, Smoke (eyerys); L&D (all internal systems)
•  Powerpoint/excel, EMC, Q manager

Job Closing Date    

• 19/05/2021

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Introduction    

• Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes shortterm insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. Our origins date back to 1 June 1985, and we have since grown into a group of subsidiaries that includes some of South Africa’s most loved and recognisable brands. We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans. We bring customer-focused innovation and service excellence to the financial services industry. We’re an undivided team who believe in leading through technology and pushing past their limits. TIH is owned by BHL (SA) Holdings Limited. BHL has a vast global footprint.

Specification    

• Ensure the effective planning and execution of the Enterprise’s Customer Marketing Strategy and against set objectives, targets and budgets, with a clear focus on maximising customer value through engagement. This includes all Customer Relationship Marketing journey communication, marketing tactical campaigns, upsell and cross sell campaigns, across the STI brands and 1Life brands on all channels with the purpose to create customer loyalty and advocacy, increase retentions, increase share of wallet and longer survival rate for higher customer Life Time Value (LTV).

Digital Marketing Plan Execution

• Provide analysis to monitor performance of digital marketing campaigns.
• Manage and execution of multiple customer engagement journeys and marketing campaigns across all channels on the Marketing Automation Platform.

Marketing Execution

• Deliver specified outcomes and provide others with expert advice while working within established marketing programs.

Marketing Planning

• Contribute to the development of tactical marketing campaigns.

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.
• Work with multiple stakeholders for the strategic planning, development and timely execution of integrated, top to bottom of the funnel marketing campaigns to build brand awareness, drive acquisition, retention and customer lifetime value.
• Partner closely with internal teams, including: Customer Relationship Marketing, Direct Marketing, Digital Marketing, Data Science and Analytics and Business Intelligence for campaign continuity.

Digital Channels and Technology Management

• Support digital channel management by analyzing best practices through competitive benchmarking, customer insights, A/B testing, feedback from crossfunctional partners, and site feature/functionality enhancement.
• Conduct marketing automation system administration.
• Run A/B tests on campaigns and landing pages to optimise performance.

Operational Compliance

• Review non-compliance issues and find solutions to ad hoc problems within an assigned unit or discipline. Involves working under guidance and within existing compliance systems.
• Ensure consistency across campaigns in strategy, creative assets and design, messaging.
• Ensure compliance while executing email marketing campaigns and data.

Project and Program Reporting and Reviews

• Draft elements of project review reports and presentations to support delivery of the review process.
• Track campaign and program results and report metrics, and tweak workflows accordingly.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• Set up journeys and workflows on the marketing automation platform such as lead nurturing, welcome and onboarding sequences, re-engagement, upsell and cross sell, boost customer engagement and the overall customer experience through tactical campaigns and improve retention through retention workflows.

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.

Requirements    
Grade 12/ SAQA Accredited Equivalent (Essential)

• A relevant degree in Digital Marketing (Essential)
• Bachelor’s Degree or equivalent in Marketing Management or Customer Relationship Management (Advantageous)
• Diploma or equivalent on Marketing Automation strategy and implementation (Advantageous)
• 2-3 years’ hands-on marketing automation campaign management experience (Essential)
• Previous role experience working with any marketing automation platform, e.g. SAS 360, Adobe or Salesforce with Administrator
• credential (Essential)
• Digital design experience and/or understanding of HTML coding
• (Essential); Experience within Financial Services environment (Advantageous)

Job Closing Date    

• 14/05/2021

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Introduction    

• Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial service providers. Our portfolio includes shortterm insurers, a long-term insurer, health insurance as well as an insurance and personal finance comparison platform. Our origins date back to 1 June 1985, and we have since grown into a group of subsidiaries that includes some of South
• Africa’s most loved and recognisable brands. We exist to continuously find better ways to give people peace of mind, whether it is to protect what they own, their loved ones or their greater ambitions and life plans. We bring customer-focused innovation and service excellence to the financial services industry. We’re an undivided team who believe in leading through technology and pushing past their limits. TIH is owned by BHL (SA) Holdings Limited, which has a vast global footprint.

Job Purpose

• Successfully implement all directives, policy and procedures according to the operational plan by providing support and sharing knowledge and skills to the team assigned to them to assist in achieving the required operational results.

Specification    

• Operations Management
• Supervise others working within established operational systems.
• Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results.
• Ensure that team members execute work activities on time in accordance with the required operational and quality standards.
• Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up‐to‐date and current information.

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, rectify non-conformance and variances within the team as a high priority, and report and escalate 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.
• Support team members by sharing knowledge, information and problem-solving recommendation to achieve the required operational results.

Insights and Reporting

• Contribute to the preparation of various data and analytics reports.
• Collect and submit reports specific to team data as part of the Management Control System.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
• Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements.
• Identify, assign, and follow‐up on work activities of team members in accordance with operating procedures to contribute the management control system.

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 and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
• Regularly assess the need for training or performance improvement of individual team members and implement action plans to enhance overall team performance.
• Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.

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.

Customer Management

• Help senior colleagues manage customer relationships by using relevant operational systems.

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. Deal with most complex and valuable issues.

Requirements    

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential);
• FAIS recognized qualification (Advantageous);
• Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous);
• STI Qualification (Advantageous)

General Experience

• 3 to 4 years experience in a recoveries and third party liabilities environment (Essential);
• 2 years experience in claims and policy/customer services environment (Advantageous)

Managerial Experience

• 3 or more years experience managing/ supervising others (Essential)
• SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements.
• You further consent to the relevant information being verified.

Job Closing Date    

• 07/05/2021

go to method of application »

Introduction    

• Telesure Investment Holdings (Pty) Ltd (TIH), is the holding company of some of South Africa’s leading financial long and short term insurance providers. Our portfolio includes South Africa’s most loved and recognisable brands such as 1st for Women, Auto & General, Budget, Dial Direct, Virseker and 1Life.
• At 1Life, we are committed to creating a workplace that is innovative and forward-thinking. We place great emphasis on developing our people and retaining and growing their talent.
• For us, service excellence is not a phrase that’s bandied about and misused – it’s a way of life. Our promises are clear-cut and our commitments firm. Our mission is to treat our customers fairly by removing all the hassle and making the process as easy as possible.

With all that said, we are looking for a Broker Consultant to:

• Build, maintain and enhance relationships with new and existing External Partners and leveraging their partner relationships in order to deliver end-end business results to ensure optimal business development.

Specification    
Broker Customer Service

• Provide a quality service to Brokers, while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems.
• Ensure continuous enforcement of new and existing marketing strategies through Brokers/External Partner relationships.
• Ensure Brokers/External Partners are continuously up to date with regards to training, products and processes in order to drive sales and ensure adherence to business and statutory requirements.
• Ensure the 1Life distribution operating model delivers contracted services to new and existing Brokers/External Partners.
• Enhance Broker/External Partner relationships through continuous motivational sales support and recognition.

Customer Relationships Development

• Make or receive calls (by telephone) to allocated Brokers to generate additional leads and maintain existing ones. Act as a first point of contact for resolving broker queries and complaints.
• Effectively build, maintain and manage new and existing Broker/External Partner relationships, departmental relationships as well as relationships within the TIH Group.
• Proactively source new Brokers/External Partners, on-board, grow 1Life’s share of wallet within panel of Brokers/External Partners, provide ongoing support and servicing to Brokers/External Partners paneled.
• Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required

Data Collection & Analysis

• Collate and analyze data using POL360 system to identify trends, opportunities and risks. Involves working independently.
• Monitor relevant information available in the POL360 system after each contact with a customer to ensure that the organization maintains turn around time (TAT).
• Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

Insights and Reporting
Generate daily, weekly and monthly reports on broker contacts, as well as broker panel performance. Provide daily performance reports on incoming contacts and sales.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance.
• Monitor the performance (panel penetration, ensuring not more than 40% of lapse ratios and NTU ratios) of the Brokers/External Partners.
• Ensure quarterly targets are met and provide guidance to Brokers/External
• Partners to ensure sales targets are met.

Work Scheduling

• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
• Leverage all available information from Brokers/External Partners, the industry and internally to ensure constant review departmental processes, systems and protocols to improve efficiencies.

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.
Ensure up-to-date financial services industry and market knowledge, as well as internal products and processes are continuously maintained.

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.
• Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.

Requirements    

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential)
• Wealth Management Qualification/Higher Certificate in Financial Planning - NQF6 (Advantageous)
• FAIS accreditation (Advantageous)
• Degree / diploma in Business Management/ Marketing (Advantageous)
• Post Graduate Qualification - CFP (Advantageous)

General Experience

• 2 – 5 years experience in intermediated sales as a BC in the long-term insurance industry (Essential);

*SAQA Accredited Equivalent -It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.

#Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) -As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

Employment Equity
The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. TIH is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.
Job Closing Date    

• 12/05/2021