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  • Posted: Mar 12, 2020
    Deadline: Not specified
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  • Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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    Pre Auth Service Consultant - Talentpool

    Job Purpose

    • To deliver world class service to all Discovery Health Members, Providers, Employer groups, Hospitals, and Brokers by supporting and fully resolving their queries through various servicing channels, primarily over the telephone.
    • To effectively manage the risk of in-hospital admissions by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding

    Principal Accountabilities

    • Confirming benefits according to set protocols and funding rules
    • Accurately obtaining and capturing information to confirm correct funding
    • Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved
    • Servicing key stakeholders in a customer centric way to ensure that we live by our service principles
    • Keeping up to date with product changes and benefits to ensure that all key stakeholders are accurately serviced
    • Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
    • Achieving and exceeding key performance metrics relating to service delivery

    Competencies

    • Following instruction and procedures (Self-development)
    • Analysing (Managing Complexity)
    • Learning and Researching (Nimble Learning)
    • Presenting and communicating information (Communicating effectively)
    • Delivering results and meeting customer expectations (Customer focus)
    • Deciding and initiating action (Decision Quality)
    • Working with people (Collaborating)
    • Writing and reporting (Communicating effectively)

    Education, Skills, Knowledge And Experience

    • Matric
    • Any South African accredited clinical qualification
    • Knowledge of anatomy and physiology
    • At least 6 months working experience in a customer services or clinical environment

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    Java Developer (Senior) - Vitality Life

    Key Purpose

    Design, code, test, debug and correct program modules in development for the back end service providers. Construct robust, maintainable, scalable, optimally performing system code in line with technical specifications, following prescribed process, standards and procedures. Work with the system architect to define the system design and then develop and test the necessary code that will be deployed.

    Areas of responsibility may include but not limited to

    Design

    • Translate business requirements into technical designs adhering to VitalityHealth processes, standards and guidelines, taking cognisance of performance, security and scalability requirements. Deliver within agreed timeframes.
    • Liaise with relevant parties where clarification of business requirements or resolution to technical issues is needed
    • Research and find effective solutions to technical issues that arise
    • Estimate development timelines based on business requirements

    Development:

    • Construct robust, maintainable, scalable, optimally performing system code in line with technical specifications, following prescribed process, standards and procedures. Deliver within agreed timeframes
    • Conduct unit testing and fix any defects found

    Testing:

    • Verify build stability and quality with development team before releasing to test team, aiming to release with zero defects
    • Assist the Business analyst in ensuring the test pack includes relevant scenarios and test data.
    • Consult and assist in reviewing risk / impact of defects found in testing, and assist with fixing where necessary

    Support / Troubleshooting:

    • Assist system users with technical support issues and handle according to defined procedures
    • Ability to effectively analyse root cause of system errors (data errors, performance and stability issues)

    Mentoring / Team development:

    • Actively coach other developers to understand and apply the VitalityHealth coding and architectural standards correctly, as well as any technologies in use
    • Perform code review to ensure logical correctness, maintainability, scalability, performance, compliance with architectural standards and frameworks
    • Assist in identifying training needs of team members

    Personal development:

    • Keep abreast of current technological trends and how these might be applied in the Discovery environment
    • Constant improvement of knowledge of the various applications, their functionalities and data models

    General:

    • Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions
    • Able to build business relationships with other members of team and the business areas we support.

    Behavioural Competencies

    Personal Attributes and Skills

    • Drives Results
    • Values Driven
    • Optimistic
    • Learns on the Fly
    • Resilient
    • Instils Trust
    • People Savvy
    • Drives Results
    • Problem Solver
    • Leadership Skills
    • Strategic Agility
    • Manages complexity
    • Balances Stakeholders





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    Technical Skills

    • Language – Java 6,7 & 8 /J2EE Pattern knowledge
    • Databases – Oracle, PL/SQL
    • Frameworks – Spring Framework, Hibernate, JPA, ElasticSearch
    • Test Tools – TDD, JUnit, Mockito,
    • Code repository – GIT, BITBUCKET
    • Front-end framework – NodeJs, Angular
    • Application Servers – Weblogic, JBoss Application Server
    • Build tools/Dependency – Maven, Ant
    • Web Services – REST and SOAP
    • Automated testing Framework – Jmeter
    • Nice to have –
      • Experience with tibco EMS queues
      • Linux command line
      • Containerization technologies (Docker, Kubernetes, etc.)
      • DevOps/CI tools (Jenkins, SonarQube, etc.)
      • Monitoring/reporting tools (Splunk, Dynatrace, etc.)

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    Education
    Education and Experience

    • Matric
    • BSc Computer Sciences/ Information Systems or equivalent IT tertiary qualification
    • Formal Java Qualification (Advantageous)

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    Knowledge

    • Knowledge of commonly used design patterns
    • Broad understanding of how to put together an EE-based business solution from scratch
    • Excellent understanding of Object Orientated principals and Java language fundamentals
    • Working knowledge of Software development within SDLC, Unit Testing, Data modelling and design of database structures
    • Agile Methodology

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    Experience

    • A minimum of 6 or more years Java systems development experience with exposure to core technical skills and technologies listed
    • Java EE knowledge and experience

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    Service Desk Agent (Junior)

     

    Key Purpose

    • To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.


    Areas of responsibility may include but not limited to

    • Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
    • Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
    • Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
    • Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
    • Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
    • Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
    • Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
    • Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
    • Provide appropriate input to the Knowledge Base.
    • Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
    • Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.(Note: This position is shift based).

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    Personal Attributes And Skills

    • Attention to detail.
    • Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
    • Ability to understand impact and urgency in order to assign relevant priorities.
    • Strong verbal and written communication skills.
    • Strong technical competencies.
    • Able to work in a highly pressurized environment with high volumes.
    • Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution




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    Education And Experience

    • Matric
    • A+, N+, MCSE
    • Diploma in Information Technology*
    • Previous IT Service Desk / Helpdesk Experience

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    Software Asset Management Specialist - Technology Services

    Key Purpose

    • The Software Asset Administrator (SAA) will be employed to effectively manage, control and ensure protection of the software within the Discovery and partner companies. This role will fall under the Global Software Licensing team.


    Areas of responsibility may include but not limited to

    Primary Functions

    • Build and maintain the CA SAM Database and ensure that all software licenses and user/systems allocations are kept up to date.
    • Facilitate the business’ needs for ongoing technical support and upgrade protection on Software by ensuring that maintenance, support and upgrade protection renewals are managed/handled/ordered in advance of their expiration.
    • Conduct detailed software inventories on a periodic basis to determine the exact number of software consumption, comparing this information with the number of licenses purchased analyze and report on this.
    • Respond to requests from end users, managers, developers, and team members for specific IT Software Asset Management data information.

    Secondary Functions

    • Focuses on balancing the number of software licenses purchased with the number of actual licenses consumed or used
    • Reduce software and support costs by negotiating volume contract agreements and eliminating or reallocating underutilized software licenses
    • Work with SRMT to improve worker productivity by deploying the right kinds of technology more quickly and reliably
    • Limit overhead associated with managing and supporting software by streamlining and/or automating IT processes (such as inventory tracking, software deployment, issue tracking )
    • Establish ongoing policies and procedures surrounding the acquisition, documentation, deployment, usage and retirement of software in an effort to recognize long-term benefits of SAM

    Personal Attributes And Skills

    • Ability to work in a team environment, outgoing and inter-personal skills
    • Ability to work according to project deadlines, under pressure and cope with a highly stressful environment.
    • Ability to troubleshoot complex infrastructure related problems
    • Mature, optimistic, energetic and positive
    • High degree of accuracy and attention to detail essential
    • Self-motivated , self-thinker and pro-active
    • Deadline driven and willing to work overtime when necessary
    • Sound work ethics
    • Team player
    • Willing to learn and develop oneself
    • Strong Document, Reporting and Data Analysis skills
    • Value driven – Urgency, Integrity

    Education And Experience

    • 2+ years of relevant industry experience in an enterprise environment
    • 2+ years of Experience with Software licensing, procurement
    • 1+ year of Experience using a Software Asset Management
    • Experience using IT Asset Management and Discovery Tools

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    Beneficial Qualifications & Experience

    • Exam 70-673: TS: Designing, Assessing, and Optimizing Software Asset Management (SAM)
    • Exam 70-672: Designing and Providing Microsoft Volume Licensing Solutions to Large Organizations
    • Exam 70-671: Designing and Providing Microsoft Volume Licensing Solutions to Small and Medium Organizations
    • ITIL –SAM

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    Lead Telematics Mobile Engineer

     

    Areas of responsibility may include but not limited to

    • Lead our mobile development efforts and define our roadmap over time
    • Maintain our continuous integration pipeline
    • Manage two developers (one iOS and one Android)
    • Own our code base for long term maintainability and stability
    • Code review
    • Pull requests
    • Deployments
    • Innovate new features for the product
    • Manage pipeline of requests for changes
    • Comfortable with coordinating international team tasks




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    Competencies

    • Values Driven
    • Optimistic
    • Learns on the Fly
    • Resilient
    • Instils Trust
    • People Savvy
    • Drives Results
    • Problem Solver





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    Education & Experience

    • Degree in Engineering or Computer Science
    • 1-3 year’s related experience
    • Experience with Telematics systems is advantageous




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    Knowledge

    • CI: Bitrise
    • iOS: Objective C and Swift
    • Android: native
    • Rest api’s to serve content

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    Mobile App Digital Designer (Senior)

     

    Key Purpose

    The Mobile App Designer is responsible for the end-to-end user experience and design on Discovery’s native mobile app, ensuring the application of best practice and adherence to design standards across the iOS and Android platform. The ideal candidate is passionate about both designing elegant mobile user experiences and taking a human-centred design approach to ensuring design excellence. The ability to work collaboratively and to communicate effectively is essential to our way of working. The candidate must be a self-motivated creative professional, capable of adapting quickly to a fast-paced environment. This will require a designer who can solve complex visual and interaction design challenges. The candidate must also have impeccable attention to detail.

    Areas of responsibility may include but not limited to

    • Peer review and quality assurance of iOS and Android design before and during development. Ensuring the adherence to and correct implementation of the Discovery iOS and Android standards and guidelines.
    • Deep understanding of Apple’s Human Interface Guidelines and Google’s Material Design.
    • Maintenance of iOS and Android artefacts - which include usage, guidelines, documentation, assets and libraries within the design system and style guide.
    • Collaborate with Business Analysts and Product Owners within the squad to plan for design work to be done.
    • Take ideas and concepts, and translate them into designs for iOS and Android mobile products that effectively meet the needs of internal leaders, partners and most of all – our members.
    • Contribute to design development throughout the entire lifecycle, from initial explorations through final design deliverables. This includes continuous QA during development to ensure the product is aligned with the design specifications.
    • Push creativity, challenge established thinking, and discover new ways of solving a problem.
    • Develop visual design prototypes ranging from comps to interactive mock-ups.
    • Communicate design rationale effectively to key stakeholders.
    • Collaborate with cross-functional teams (UX, fellow visual designers, researchers, product managers) to create compelling visual designs of interactive experiences.
    • Work closely with developers and engineers to deliver the final product.
    • Deep understanding of platform and device requirements such as form factors, screen resolutions, pixel density and aspect ratios.
    • Spark fresh ideas that are infused in our culture and our products.




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    Personal Attributes and Skills

    • Good verbal and written communication skills.
    • Comfortable presenting to an audience and interacting with business stakeholders.
    • A strong working knowledge of interaction design, user-centred experience design, brand identity management, digital marketing and the creative process.
    • Demonstrated senior level knowledge in mobile platform guidelines, frameworks and trends (iOS and Android)
    • Excellent visual design skills; attention to detail and a demonstrated mastery of typography, colour and layout.
    • Experience and understanding of lean and agile processes.
    • Senior-level proficiency with design tools such as Sketch, Figma, the Adobe Creative Suite and Zeplin.
    • Be able to stand by your designs and provide solid rationale to back up design decisions made.
    • In-depth familiarity with the latest trends in Mobile app user experience.
    • Ability to use prototyping tools to convey design intent.
    • Demonstrate knowledge in designing for a global mobile product across multiple platforms.
    • Operational understanding of Accessibility and the ability to incorporate accessibility in mobile design.
    • Ability to think independently yet operate effectively in and with teams.
    • Strong program management skills and proven experience of managing multiple projects in a fast-paced, delivery driven environment, with the ability to work to tight timescales and prioritise ruthlessly.




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    Education and Experience

    • A minimum of 5 years of demonstrated experience designing sophisticated interactive applications on web, mobile, and/or desktop, as Interaction Designer in a cross- functional product driven organisation or design agency.
    • Experience in UX research, UX design, interface design, interaction design preferred.
    • A portfolio of work demonstrating a proven track record for solving difficult UX design problems and simplifying difficult requirements to intuitive interfaces for customers.
    • Education in user experience, human-computer interaction, interaction design, fine arts or related field preferred.
    • A track record of outstanding academic qualifications and professional performance.

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    Operations Executive- IH Case Management

    Key Purpose

    • To ensure that the area reaches or exceeds all their deliverables and to ensure satisfaction on the part of DiscoveryCare with the service offered to them by optimising the area processes and functions.
    • Please note that internal candidates will be given preference.


    Key Outputs

    • The successful applicant will report to the Head of Operations of Discovery Care.


    Job Responsibilities Include Among Others The Following

    • Overseeing the success of the division by liaising with major stakeholders in the business.
    • Building effective relationships to create strategies and translate these into effective deliverables to ensure successful execution thereof.
    • Owning and chairing key forums with participants at an executive level.
    • Constant interaction with highly strategic thinkers and relationship building on an executive business level.
    • Developing strategic and operational plans to drive, lead, and represent all projects and key initiatives impacting the division.
    • Provide direction for the division through actively communicating and being a visionary leader.
    • Developing and generating appropriate reporting to business in respect of your division.
    • Developing and implement annual business, strategic and implementation plans.
    • Participate and implement risk management strategies in consultation with key Risk Stakeholder.
    • Constantly reviewing risk initiatives implemented to ascertain feasibility.
    • Keeping abreast with legislative and industry changes and how this affects your business units.
    • Analyzing and problem solving by identifying key issues and relationships from a base of information.
    • Constantly challenging and shaping the status quo.
    • Effective decision-making by applying entrepreneurial knowledge and “out of the box” thinking and weighing up the risks involved.
    • To manage direct reports and to ensure that they are guided, coached and mentored to effectively manage their own teams.
    • To develop an operational strategy for the area based on the Corporate Strategy and to ensure that the operational strategy is effectively implemented and rolled out in the area.
    • To set and manage the budgets of the area and to report monthly on variances.
    • To participate in the management of the budget within the area.
    • To identify areas where efficiencies can be created and to implement plans in order to optimise efficiencies in the area in order to deliver Franchises a great service and in order to meet all SLAs.
    • To facilitate road shows with key stakeholders that are aligned to organizational strategies.




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    Competencies

    • Ability to make make prompt, clear decisions, which may involve tough choices or considered risks. Takes responsibility for actions, projects and people. Takes initiative and acts with confidence working under own direction. Initiates and generates activity.
    • Provides others with a clear direction. Sets appropriate standards of behaviour. Delegates work appropriately and fairly. Motivates and empowers others. Provides staff with development opportunities and coaching. Recruits staff of a high calibre.
    • Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organisation. Relates well to people at all levels.
    • Makes a strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others. Manages conflict. Makes effective use of political processes to influence and persuade others.
    • Analyses numerical data, verbal data and all other sources of information. Breaks information into component parts, patterns and relationships. Probes for further information or greater understanding of a problem. Makes rational judgements from the available information and analysis. Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system.
    • Rapidly learns new tasks and quickly commits information to memory. Gathers comprehensive information to support decision making. Demonstrates a rapid understanding of newly presented information. Encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback). Manages knowledge (collects, classifies, and disseminates knowledge of use to the organisation).
    • Works strategically to realise organisational goals. Sets and develops strategies. Identifies and develops positive and compelling visions of the Organisation's future potential. Takes account of a wide range of issues across, and related to the Organisation.
    • Sets clearly defined objectives. Plans activities and projects well in advance and takes account of possible changing circumstances. Manages time effectively. Identifies and organises resources needed to accomplish tasks. Monitors performance against deadlines and milestones.
    • Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals.

    The Following Requirements Are Essential

    Qualifications & Experience:

    Education

    • Matric
    • Relevant Tertiary Qualification – Business related Degree.
    • Clinical Qualificafication-degree required.




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    Experience

    • Minimum 5-7 years experience at a on a managerial level dealing with People Management / Strategy roll out/ Key Accounts / Relationship Building.
    • Minimum 5 years experience within Discovery Health.
    • Extensive exposure within the Discovery health environment.
    • Proven track record of successful implementation of business process change projects.
    • 2 years experience with managing strategic relationships.
    • Extensive experience working with internal and external stakeholders.
    • Minimum 1 year project management experience
    • Soid experience in relationship building with key players.
    • Solid experience leading areas of 40+ employees.
    • Business presentation skills.




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    Knowledge Required

    • Understanding of corporate organizations
    • Understanding of Business Processes
    • High level of understanding of stakeholder relationship management
    • Healthcare industry knowledge
    • Financial/banking industry environment preferable
    • Understanding of data and statistics
    • High level of computer literacy and MS Office:
      • Excel
      • MS PowerPoint
    • Discovery Product Knowledge.
    • HIgh level of understanding of Discovery Health systems.




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    The Following Requirement Is Advantageous

    • Relevant legislation and industry knowledge.

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    Service Consultant - Invest Service Support

    Key Purpose

    • We are looking for a Service Consultant who is client centric with a passion for customer service and who embrace our core purpose and and values through every interaction. The role entails engaging and dealing with clients, brokers and financial advisers to provide a world class client experience, focused on client satisfaction and client retention.

    Areas of responsibility may include but not limited to

    • Dealing with multiple telephonic queries from Investors brokers and franchises
    • Dealing with queries through to resolution
    • Dealing with queries focussing on client satisfaction and client retention outcomes
    • Accurate logging of all interactions
    • Achievement of product and soft skills knowledge targets
    • Adhere to risk and compliance requirements
    • Updating callers on the progress of their requests
    • Ensuring that callers receive service in line with Discovery Standards
    • Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
    • Accurate record keeping and quality feedback to direct line manager
    • Routing queries to the correct departments or teams for adequate resolution
    • Utilising all the Discovery systems required for all calls, queries and correspondence




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    Personal Attributes And Skills

    • Drives Results
    • Values Driven
    • Optimistic
    • Learns on the Fly
    • Resilient
    • Instils Trust
    • People Savvy
    • Problem Solver




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    Additional Attributes

    • Ability to handle pressure and tight deadlines
    • Good communication skills
    • The ability to work positively with people in a team environment
    • The ability to display respect for the views and contributions of others
    • The ability to deliver results and exceed customer expectations
    • Adaptive to change
    • Gathers comprehensive information to support decision making
    • Be able to prioritise work, under pressure and manage deadlines
    • Service orientated and client centric
    • Results driven




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    Education And Experience
    Education

    • Matric
    • Related BComm Degree/ National Diploma is advantageous




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    Experience

    • A minimum of 2 years call centre experience within an ‘Inbound’ environment
    • A minimum of 1 years’ experience within the Financial Services industry or Investment Platform environment
    • Specific working experience within a Linked Investment Service Provider (LISP) would be advantageous
    • Computer literacy: Proficient in MS Office (essential)
    • Basic mathematical skills
    • Broker knowledge and understanding and exposure to dealing with Brokers is advantageous

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    Product Coach

    Key Purpose

    • To oversee and responsible, but not limited to, all training for the claims areas.


    Areas of responsibility may include but not limited to

    • Induction training
    • Update and implement all standard operating procedure (SOP’s), including claims manuals
    • Systems and product training
    • Call centre etiquette
    • Support claims teams and conduct required coaching
    • Conduct audits and identify process gaps
    • Change influencer – have the ability to manage change, influence claims teams in a positive manner and be cognisant of all issues and challenges within the teams




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    Key Outputs (not Limited To)

    • Plan, conduct and evaluate training interventions
    • Deliver training for product launches, systems and new products.
    • Training and coaching:
      • Demonstrate tasks in a practical manner
      • Provide the learner with practical application opportunities (during and after training sessions)
      • Provide formative and summative feedback to the learner
      • Complete all administrative tasks and documentation
      • Pilot courses
      • Deliver Training sessions
      • Schedule and plan learning sessions in accordance with company / service team requirements - Formal preparation for training and deliver training programmes
      • Feedback on any assessments or developmental areas picked up on assessments and QA reports
      • Evaluate training interventions
      • Obtain a completed reaction evaluation form from all learners
      • Measure impact of learning interventions
      • Provide feedback regarding learning to all relevant stakeholders
      • Involve stakeholders in training intervention impact analysis
      • Ability to use blended learning solutions.

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    Knowledge, Technical Skills And Expertise

    • Insurance products and services: Knowledge and understanding of the range of short term insurance products and services available in the market and how that can be used to meet client’s needs
    • Insurance risk management: Knowledge and understanding of the factors that affect the performance of a portfolio and how risk exposure can be monitored and controlled through underwriting measures. Understanding of the basic principles of insurance including good faith, insurable interest, indemnity, contribution, subrogation and proximate cause.
    • Insurance operations and process: Knowledge and understanding of the process to determine risk premiums payable. Knowledge and understanding of how claims are managed and the ability to decrease the average claims cost.
    • Experience in design and development of material would be an advantage : Computer/ Software Skills
    • Thorough knowledge of all systems utilized in the claims department.

    Education And Experience

    • Matric (Essential).
    • Coaching or training certification or similar (Essential)
    • Tertiary qualification or similar (Essential)
    • Minimum of 5 years’ training and coaching experience.

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    IT Service Support Consultant

    IT Service Support Consultant

    About Discovery

    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About Discovery Bank

    We're the world's first behavioural bank, designed with our clients in mind. We haven't changed just one thing, we've changed everything. Our main goal is to improve the financial health of our clients by helping change how they work with their money. Through Vitality Money, our clients will learn more about what it means to be financially healthy and get rewarded for managing their money well. If you are a problem solver, always questioning the way things are done, passionate about doing what is right, have the ability to change direction quickly when needed and / or love to dazzle your clients, Discovery Bank, has a job where you can be yourself and your best in an environment that is safe and nurturing.

    Job Purpose
    To resolve logged client technical calls (tickets), interact with clients and achieve a high rate of first call resolution for technical queries.

    Areas Of Responsibility May Include But Not Limited To

    • Field technical client interactions allocated to the service desk while providing a client centric interaction that manages their expectation. Gauge the urgency of the request through information provided and escalate as necessary.
    • Throughout the duration of the incident ticket, maintain ownership, update ticket information and status while continuously feeding back to clients. Verify issues that have been resolved
    • Determine and document root cause issues, with the objective of feeding back to internal units to prevent or reduce incident occurrences. Diagnose possible fixes/work-around, evaluate and eliminate possible causes.
    • Log all issues and incidents by invoking the incident management process.
    • Evaluate sets of incidents to establish common trends/ patterns and feedback to the relevant teams and
    • forums.
    • Builds rapport with clients through multiple channels e.g. calls, web, chat and video.
    • Knowledgeable on all aspects of the bank’s products and platforms and is able to resolve the technical queries and escalations related to these while offering alternatives for client retention.


    Personal Attributes And Skills

    Education And Experience

    • Excellent interpersonal and negotiation skills.
    • Ability to communicate clearly, concisely and professionally.
    • Takes initiative and works under own direction and thus independently.
    • Product, process and customer champion.
    • High degree of accuracy and attention to detail.
    • Works in a systematic, methodical and orderly way.
    • Ability to deal effectively with people on a daily basis.
    • Team player with good conflict resolution skills.
    • Ability to work with confidential correspondence/information.
    • Relates well to people at all levels.
    • Ability and willingness to work flexible hours if required.
    • Works productively in a pressurized environment.
    • Matric (Grade 12) – Essential.
    • MCSE qualification / ITIL Foundation certification.
    • 2 Years working experience as a Service Desk Analyst.
    • Additional requirements - 24 x 7 Shift work.
    • Independent transport is a requirement.
    • Client servicing - at least 6 months working experience in a client service role.
    • Exposure to Mobile application support preferred.
    • Knowledge of the financial services or banking industry preferred.

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    Service Consultant - Invest Service Support

    Discovery – Invest | Service Support
    Service Consultant

    About Discovery

    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About Invest

    Discovery Invest is an ever growing fast-paced and dynamic environment that provides innovative products. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

    Key Purpose

    We are looking for a Service Consultant who is client centric with a passion for customer service and who embrace our core purpose and and values through every interaction. The role entails engaging and dealing with clients, brokers and financial advisers to provide a world class client experience, focused on client satisfaction and client retention.

    Areas of responsibility may include but not limited to

    • Dealing with multiple telephonic queries from Investors brokers and franchises
    • Dealing with queries through to resolution
    • Dealing with queries focussing on client satisfaction and client retention outcomes
    • Accurate logging of all interactions
    • Achievement of product and soft skills knowledge targets
    • Adhere to risk and compliance requirements
    • Updating callers on the progress of their requests
    • Ensuring that callers receive service in line with Discovery Standards
    • Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
    • Accurate record keeping and quality feedback to direct line manager
    • Routing queries to the correct departments or teams for adequate resolution
    • Utilising all the Discovery systems required for all calls, queries and correspondence

    Personal Attributes And Skills

    • Drives Results
    • Values Driven
    • Optimistic
    • Learns on the Fly
    • Resilient
    • Instils Trust
    • People Savvy
    • Problem Solver

    Additional Attributes

    • Ability to handle pressure and tight deadlines
    • Good communication skills
    • The ability to work positively with people in a team environment
    • The ability to display respect for the views and contributions of others
    • The ability to deliver results and exceed customer expectations
    • Adaptive to change
    • Gathers comprehensive information to support decision making
    • Be able to prioritise work, under pressure and manage deadlines
    • Service orientated and client centric
    • Results driven

    Education And Experience
    Education

    • Matric
    • Related BComm Degree/ National Diploma is advantageous

    Experience

    • A minimum of 2 years call centre experience within an ‘Inbound’ environment
    • A minimum of 1 years’ experience within the Financial Services industry or Investment Platform environment
    • Specific working experience within a Linked Investment Service Provider (LISP) would be advantageous
    • Computer literacy: Proficient in MS Office (essential)
    • Basic mathematical skills
    • Broker knowledge and understanding and exposure to dealing with Brokers is advantageous

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    Android Developer (Senior) - Group Information Systems: Digital Channels

    Discovery – Group Information Services: Digital Channels Senior Android Developer – Mobile Team

    About Discovery

    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About GSS Digital Channels

    Working in a high performance organization that prides itself in attracting the finest talent, we challenge ourselves to find solutions that make a difference in the world. Our environment is always buzzing with energy and smart, motivated people working on finding the best way to move forward.

    The Digital Channels team works on dynamic new projects and product enhancements within the web and mobile platforms in order to improve business inefficiencies, gain competitive advantage on our products and ultimately to provide better service to our clients. Using knowledge of the organization’s technology infrastructure and specific software applications, Digital Channels helps the business to address changes through technologies.

    Key Purpose

    Within the Digital Channels system area, senior Android developers will work on the Discovery application together with Product Owners from various business units, Business Analysts, UX/UI designers & Content Teams, System Architect and managers to understand the overall business need and the requirements, design the system solution using various approaches and technologies, implement the designed solution in the system with high quality source code.

    Senior Android developers will support the projects throughout the project lifecycle, including requirements, design, implementation, release and post release support.

    Android developers in the Digital Channels area must be able to technically support and maintain the deployed applications on dev, test and production environments.

    Areas of responsibility may include but not limited to

    The senior Android developer must have a competent understanding of:

    • The system development life cycle and can explain the Java developer role in each stage
    • The defined system development tools, processes and workflows
    • The distinction between business, functional and non-functional requirements and how to implement them
    • The importance of delivering high quality source code and how to achieve it
    • The technologies used and the systems components structure
    • The domain and business terminologies and link them back to system implementations

    Senior Android developers should be able to demonstrate that they can:

    • Develop, test, and maintain the deployed application software with high quality
    • Collaborate with product managers and designers to ensure a successful, high-quality product and great user experience
    • Analyse, maintain and enhance existing application and troubleshoot issues with efficiency.
    • Perform accurate development estimation
    • Produce technical specifications and designs. Participate in new business development through ideation, prototype development, and project estimates
    • Research new techniques, tools, and best practices and share that knowledge with the team and community
    • Maintain high standards
    • Analytical and problem solving skills
    • Self-starter who takes ownership, is accountable, and is able to work under minimum supervision
    • Excellent written and verbal communication skills
    • Can help with quality assurance and provide comments

    Within 6 months of being in the position, a senior Android developer should be able to demonstrate strong domain knowledge and technologies in relation to the environment that they work in.

    Personal Attributes And Skills

    Behavioral Skills

    • Stress Management
    • Time management and prioritization
    • Creativeness
    • Learning orientation
    • Negotiation skills
    • Innovation
    • Clean code thinking

    Technical Skills

    • Project Management
    • Business Writing Skills
    • Presentation and Facilitation Skills
    • Solution Architecture
    • Process Mapping
    • Entity Diagram mapping
    • Software testing pack design, functional testing

    Education And Experience
    Minimum

    • Informatics degree or Diploma
    • 4+ years’ experience developing Android applications

    Advantageous

    • 2+ year user interface analyst experience
    • Java related degree/qualification
    • Honours degree
    • Business experience and product knowledge

    Methodologies

    • Waterfall and Agile
    • Knowledge of OO design principles and development patterns

    Tools

    • SoapUI (SOAP) / REST client (JSON)
    • Android Studio
    • Atlassian tool suite (Jira, Confluence)

    Processes

    • ITIL (Incident, Release, Problem Management)

    Technologies

    • J2EE
    • Android
    • WebLogic, Apache
    • UML
    • XML, JSON
    • SOAP and REST Web Service Development

    Other

    • Software architecture
    • JAD sessions
    • Data modelling techniques

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    Financial Adviser Graduate Program

    Discovery Discovery Financial Adviser About Discovery
    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.


    Key Purpose
    As a Financial Adviser at Discovery, you will be constantly engaged in finding new clients, identifying their needs and offering them the right product according to their affordability. You will also be building and maintaining good relationships with clients.

    Areas Of Responsibility May Include But Not Limited To

    Conducting meetings with your clients

    • Analysing client’s financial needs and translating them into agreed products best suited to their needs and affordability.

    Sourcing clients

    • Actively sourcing clients, booking appointments and having face-to-face meetings with the clients. Constantly prospecting and asking for referrals.

    Your team

    • You will be part the Discovery Financial Advisers Team that is responsible for the sales of Discovery products across all the product lines.
    • Your training will consist of a 2-month classroom training where you will be trained and accredited on all the products, processes and systems.


    Personal Attributes And Skills

    • Strong Customer focus
    • Networking skills
    • Proactive engagement
    • Entrepreneurial characteristics
    • Service orientated mind-set is critical
    • Strong Planning and organisational skills

    •  

    Education And Experience

    • Bachelor’s Degree
    • 2-3 Years work experience (advantageous)
    • Own reliable transport

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    Contact Centre Consultant

    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.

    go to method of application »

    Talent Pool: Hospital Benefit Specialist

    Key Purpose

    Managing the risk relating to In hospital admissions, through the application of clinical and coding knowledge, protocols, legislation, standard operating procedures (SOP’s), service level agreements (SLA’s) and the member’s benefit structure. The role will apply to working in various settings, predominantly casualty. It is anticipated that the risk purpose will also extend into the general ward and high care/ICU settings as needed.

    Coordinating the care of certain patients who are vulnerable to care gaps during transitions particular entry into hospital through to the emergency room, and discharge from hospital. The populations most vulnerable to gaps in care during transitions include clinically high risk patients; patients undergoing major surgical procedures; and patients with low socio-economic circumstances.

    Please note: The successful applicants will be based at a designated hospital within the applicable region.

    Principal Accountabilities

    The successful applicant will be responsible for but not limited to the following job functions:

    Assessing The Case In Relation To The Following

    • Members clinical history
    • Members benefit structure
    • Clinical Information and coding supplied
    • Level of care provided
    • Appropriateness of the facility
    • Appropriateness of the treating doctor
    • Appropriateness of treatment
    • Managing the benefit for the member and the risk for the relevant scheme through approving or declining treatment to ensure that the member gets the appropriate level of care
    • Discharge planning by providing the member with alternatives to receive treatment
    • Effective and accurate communication to all stakeholders
    • Case update to the provider
    • Funding decisions and Benefit confirmations to the members
    • Request for additional information from the treating doctor
    • Systems teams (issues experienced)
    • Handling escalations from Providers and internal stakeholders
    • Preparing and presenting complex case to clinical review
    • Trend Analysis of inefficiencies and proposals to correct
    • Appropriate internal case referrals for clinical management

    Operational Targets

    • Attend to patients on daily report
    • Quality of processes
    • Onsite perception survey


    Personal Attributes:

    • Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
    • Conflict Management - Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
    • Decision Quality – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
    • Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.
    • Negotiating - Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
    • Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
    • Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

    The Following Requirements Are Essential

    Education and Experience:

    • Matric
    • Must be a Registered Nurse
    • Valid SANC Registration
    • 3 years Clinical experience in a private hospital setting (ICU, Trauma/Casualty, Medical/General ward preferable)
    • 2 years Managed health care experience
    • Microsoft Office (Specifically Excel experience)
    • Valid Driver’s License and own transport
    • Effective Communication Skills (Verbal & Written)
    • Telephone Etiquette
    • Active Listening Skills


    The Following Requirements Will Be Advantageous

    • 1 – 2 years ICU experience
    • Knowledge of DH SOP’s and Process experience (internal only)
    • Provider payment arrangements (internal Only)
      Clinical coding knowledge of ICD-10 and/or CCSA

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    Compliance Manager (Senior):Retail Distribution

    Discovery – Compliance Compliance Manager (Senior) – Discovery Retail Distribution

    About Discovery
    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About The Area
    To provide sound advice regarding legislation, regulation, industry standards, codes, guidelines and best practice to the different business units within Discovery Retail Distribution through the application of Compliance Risk Management principles, policies, processes and procedures.

    Key Purpose
    The purpose of this role is to implement regulatory programs within the Retail Distribution business and to ensure that appropriate processes and controls are in place to manage the Regulatory Exposure of the business.

    Areas of responsibility may include but not limited to

    • Management of the Retail Distribution Compliance framework and compliance risk management plans.
    • Analyse the operational impact of regulatory requirements of the business and provide guidance to the business.
    • Manage relationship with Group Compliance and all other assurance functions.
    • Monitor the Compliance exposure in the business and ensure remedial action plans are in place.
    • Ensure quality and relevant compliance reports are provided to business.
    • Management of compliance staff and overseeing all staff related activities and matters.

    •  

    Personal Attributes And Skills

    • Excellent written and oral presentation skills, ability to lead discussions and present complex ideas to all levels within the organization
    • Confident, efficient and be able to build rapport. Communicate effectively verbally and written. Be patient, flexible, a quick learner and a team player. Requires drive, self-motivation and a subjective non-biased
    • Professional Communication (written, verbal/presenting and listening)
    • Interpersonal skills - Ability to build relationships with people from all different backgrounds and at different job levels

    •  

    Essential
    Education and Experience

    • Recognized compliance qualification
    • Proven experience in managing a Distribution compliance function
    • 5 years’ compliance experience in large corporate environment
    • 5 years’ experience in the management, implementation and maintenance of Compliance
    • 5 years’ experience with managing a team
    • FSCA Compliance Officer

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    Actuarial Analyst - Discovery Life

    Actuarial Analyst Technical Marketing Team

    About Discovery
    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About Discovery Life
    Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships

    Key Purpose
    The Successful Candidate Would Be Involved In
    This position offers the opportunity to play a critical role within the Discovery Life business by working closely with the various distribution channels through which we market our products as well as being an integral part of the R&D process.

    • Developing in depth competitor and market analysis
    • Development of tools to highlight Discovery’s unique value proposition.
    • Contribute to the development of new products
    • Intellectual leadership through white papers, claims documents, journalist articles etc.
    • Development of roadshow, CPD and campaign material.

    The successful candidate would be involved in strategic thinking around product launches and would form a crucial element of our broader product development team.

    Areas Of Responsibility May Include But Not Limited To

    • Utilising market insight to launch innovative new products and services on an annual basis
    • Develop compelling positioning and roll out of launch, roadshow and campaign material to our financial advisers and franchises to ensure successful execution of deliverables and targets
    • Utilize technical product knowledge, including understanding of competitors, to identify business opportunities
    • Providing technical product support to Discovery Life’s various distribution channels to ensure successful execution of deliverables and targets
    • Provide support to Life Executive Committee and related structures to ensure efficient functioning of the business
    • Contribute to strategies based on insights from market feedback, data and other monitoring structures for the collaboration of the broader product development team

    Essential
    Education and Experience

    • Matric with Mathematics
    • Bachelor of Science (BSc), Bachelor of Business Science (BBusSc) or equivalent degree in Actuarial Science from an accredited institution.
    • At least 6 months of working experience as an Actuarial Analyst in the Financial Services Industry
    • At least 5 CT’s obtained
    • Registration with ASSA

    Advantageous

    • Honours in Actuarial Science
    • At least 1 years of working experience as an Actuarial Analyst, preferably in the Life Insurance Industry.

    Essential
    Technical Skills and Knowledge

    • Experience in Actuarial Modelling
    • Data Analysis
    • Problem solving skills
    • Advanced Analytical and Technical skills
    • Effective communications skills
    • Proficiency in MS Word, MS Excel and MS Outlook

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    Smart Service Consultant - Life

     

    Discovery Life Smart Service Consultant

    About Discovery
    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About Discovery Life
    Discovery Life is an ever growing fast-paced and dynamic environment that provides innovative risk assurance to individual clients. This environment thrives on customer engagement and customer experience as well as mutually beneficial relationships with our brokers and other stakeholders. It is important for our employees to provide a world class service to our internal and external clients, thereby ensuring long and sustainable relationships.

    Key Purpose

    • Call Cent duties within an Outbound Call Centre Environment

    •  

    The successful applicant will be responsible for but not limited to the following broad job functions:

    • Timely scheduling of appointments with clients and nurses for completion of medicals to finlaize underwriting process.
    • Dealing with e-mail queries, and telephonic queries - Telephone calls, Maintaining SLA's.
    • Liaise with Brokers/ Office Managers to ensure clients are reachable and seen for medicals in order to provide quality customer service.

    Competencies And Skills

    • Strong customer service-focus
    • Strong verbal and written communication skills with an ability to influence effectively
    • Analytical and attention to detail
    • Resourceful problem solver
    • Interpersonally agile with excellent relationship building skills
    • Systematic and organised with an ability to plan and prioritise effectively
    • Flexible, with an ability to work under pressure and adapt to change
    • Good team player
    • Results and deadline-driven
    • Quick learner

    Essential
    Education and Experience

    • Matric
    • 1-2 years Call Centre experience
    • Computer Literacy: MS Excel, Outlook and Word

    Advantageous

    • 1-2 years Insurance Industry experience
    • 1-2 years experience in an Admin Role
    • Previous exposure to Discovery in house systems e.g. SAM & Paradigm

    Technical Skills and Knowledge
    Essential

    • Microsoft Office Proficiency - Intermediate Level
    • Excellent Interpersonal Skills.

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    Service Consultant - HP Talentpool

    About Discovery
    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About The Gauteng Service Team
    This team is primarily situated in Centurion and is one of four regional service teams. We take pride in excellent, world- class service delivery to our members, brokers and employer groups at all touch points in their journey. Our expectation of employees is to (1) be engaged, (2) deliver world class service to all internal and external stakeholders, as well as (3) take ownership for key responsibilities. This means speaking in a way that the person you are servicing can hear you smile, where going the extra mile is done effortlessly resulting in delighted stakeholders. It also means taking ownership of the business, and taking full accountability for the people you service; treating them as you would family. This can only be achieved by using your knowledge of our products and exceptional digital tools, staying humble, dazzling our stakeholders and always knowing that what you do matters!

    Job Purpose
    To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.

    Principal Accountabilities

    • Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
    • Servicing our members in a customer centric way to ensure that we live by our service principles
    • Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
    • Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
    • Achieving and exceeding key performance metrics relating to service delivery

    Competencies

    • Learning and Researching (Nimble Learning)
    • Analysing (Managing Complexity)
    • Following instruction and procedures (Self-development)
    • Presenting and communicating information (Communicating effectively)
    • Delivering results and meeting customer expectations (Customer focus)
    • Deciding and initiating action (Decision Quality)
    • Working with people (Collaborating)
    • Writing and reporting (Communicating effectively)

    Education, Skills, Knowledge And Experience

    • Matric with Mathematics or Accounting
    • Having a achieved a minimum of 50% In English in Matric
    • At least 12 months working experience in a customer services environment

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    Chargeback Specialist

    About Discovery
    Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

    About Discovery Bank
    Discovery’s intention is to expand our business model into banking and to establish a brilliant, innovative full-service retail bank in South Africa. We have recently received our banking licence and are now registered as Discovery Bank.
    We are looking for smart, energetic, experienced and dynamic achievers who take initiative and ownership, are passionate about dazzling clients, and who thrive on constant challenges and high-speed change to join us on this journey.
    We welcome inspired, positive and committed people to apply for jobs in Discovery Bank where you will be liberated to realise your full potential.

    Job Purpose
    The primary purpose of this position entails the management of all card disputes. The job will entail reviewing all written transactional inquiries, disputes and complaints from clients or their authorized representatives, researching and resolving issues, and providing formal written responses within deadlines on behalf of the Bank while complying with regulations and guidelines. The ideal candidate must have a good working knowledge of aspects of Banking Operations, including payment processing; card association rules (Visa preferred) and standards on Disputes and regulatory requirements from a Payments Association of South Africa perspective.

    Deliverables/functions

    • Primary functions include the evaluating, researching, decision making, monitoring, and communicating with key stakeholders up to and including investigations and processing of disputes throughout the dispute life cycle as per the applicable Card Association rules and standards and internal procedures including submission on the relevant systems
    • Responsible for processing dispute and fraud cases based on both banking and card associations regulatory guidelines along with client requirements.
    • Investigating, analyzing, evaluating and determining the nature and proper course of action in resolving customer claims of dispute and processing errors involving debit and/or credit cards and communicates findings in writing to Clients.
    • Remains current with new/revised operational procedures to assure overall efficiency, control, and compliance with policy.
    • Attends regulatory and Card Association training/seminars to maintain expertise and remain current with any processing or regulatory changes.
    • Reviews dispute queue for trends and communicates any findings to mitigate risk for the Bank and clients.
    • Allocate, monitor and complete daily operation reporting on the Banks output throughout the dispute life cycle
    • Works with customers to obtain necessary documentation for chargeback processing.
    • Required to provide excellent customer service to customers and internal bank associates a while adhering to all regulations applicable to card disputes
    • Professional communication (written and verbal) along with appropriate follow-up with clients.

    Other Responsibilities

    • Maintains a current understanding of Bank policies and procedures related to their job function, in compliance with all applicable regulations, including but not limited to FICA, POPI, TCF, AML etc.
    • Performs other relevant departmental duties as assigned.

    Qualifications And Work Experience

    • Diploma/degree or equivalent experience preferred.
    • Minimum 3 years industry & Card Association (Visa preferred) experience related to fraud, chargebacks and/or disputes.
    • Knowledge of banking & card association rules and regulations is a must.
    • VROL experience preferred
    • Excellent attention to detail, strong investigative skills and exceptional analytical skills
    • Technical Troubleshooting
    • Ability to communicate (written and verbal) professionally and provide excellent customer service.
    • Ability to effectively train and oversee the work of a team

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    Telematics Engineer

    Key Purpose
    Discovery Insure is a leading Insurance Telematics business. Our technology and data analytics capability underpins the business and drives our innovation. We are looking for an energetic telematics engineer who will build on our current telematics platform and enhance the features running with technical projects from end to end including design and implementation of the solutions. You will also be required to analyze large amounts of data to find key business value and insights.

    Areas of responsibility may include but not limited to

    • Design and write software to enhance features on our telematics systems
    • Apply big data techniques to analyse large amounts of telematics data to provide key business insights
    • Spec technical requirements for new features on the telematics system
    • Run with technical telematics projects from end to end
    • Work in a team environment
    • Communicate effectively and manage technical telematics supplier teams

    Personal Attributes And Skills

    • Drive to learn new skills and concepts
    • Turn around solutions quickly
    • Able to handle multiple complex projects simultaneously

    •  

    Education (Essential)

    • Matric
    • BSc Engineering (Electrical/Software)
    • Proficient in at least one development language e.g. java, C++,
    • Proficient in at least one mobile application language and platform e,g, Android Studio or Xcode/Swift
    • Proficient in a scripting language – preferably python
    • Proficient knowledge of relational databases
    • Understanding of OOP concepts
    • Familiarity with Unix/Linux
    • Drive to learn new skills and concepts in big data, AI and software disciplines.

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    IT Auditor

    Position Name

    IT Auditor

    Reporting To

    IT Audit Manager and Senior IT Audit Manager

    Level

    Staff

    Department

    Group Internal Audit (GIA)

    Key Performance Area
    Tasks

    Strategic:

    • Assist in attending to management queries.
    • Build / maintain relationships with the Discovery companies and other Assurance Providers:
    • Discovery Invest, Life, Employee Benefits, Insure, Corporate, Health, Vitality RSA, Vitality Group International, Vitality Health, Vitality Life, External Audit.

    Technical

    • Knowledgeable in:
    • IT General Controls
    • Application Controls
    • Technical Infrastructure
    • Project and Programme Management
    • Cyber and Information Security
    • Data Assurance, Data Analytics, continuous auditing via Computer Assisted Auditing Techniques (CAATs): advantageous

    Operational:

    • Perform audits in line with Audit Methodology.
    • Assist in defining scope and approach of audits.
    • Prepare Letter of Engagement, Audit Planning Memorandum (APM), system descriptions, walkthroughs, process flow diagrams, risks and controls matrix (RACM), test procedures and address review notes where applicable.
    • Prepare finalised working papers and evidence for all components of work, as per standards set in the Audit Methodology.
    • Ensure that working papers are appropriate and include: Objective, Risk, Controls, Tests, Results, Conclusion and supporting documents.
    • Prepare the draft report which includes criteria, detailed findings, root cause, potential consequences, recommendations and management actions.
    • Complete action plans on file.
    • Provide feedback to Audit Manager regarding progress on activities.
    • Advise Audit Manager immediately of any problems experienced on audit section.
    • Assigned work is completed on time and within budget.
    • Completion of time-sheets on a weekly basis.
    • Request feedback from business management (client satisfaction survey).
    • Escalate cases where feedback is not received.

    Follow-ups:

    • Follow up on outstanding audit issues and management actions.
    • Preparation of follow-up progress reports.

    Development:

    • Self-development: studying, attending courses, external courses, e-Learnings.
    • Present training to the IT audit team.
    • Completion of mini-appraisals
    • Schedule meetings with Audit Manager for the combined review of mini appraisals.

    General:

    • Stay up-to-date with Internal Audit profession Information Technology developments and industry developments.
    • Ongoing development and improvement of audit methodology.
    • Travel if required.

    •  

    Qualification

    • As a guideline, the following qualifications are recommended:
    • B Degree or equivalent (and relevant) qualification (with Computer Science / Computer Auditing / Information Systems / Auditing as majors)
    • CISA / CISM / CRISC / CGIT (one or more of the afore mentioned are advisable)

    Experience

    • 2+ years audit experience.
    • IT General Control Reviews.
    • Application control reviews.
    • Experience with regards to the following would be deemed as an advantage (and could be required for career progression):
    • Internal controls
    • Risk management framework (COSO)
    • IT General Control reviews
    • Application Control reviews
    • Corporate and IT governance
    • IT Infrastructure technical knowledge (reviewing of databases and operating systems)
    • CAATs / data analytics
    • Cyber and information security
    • Computer literacy
    • The following would be deemed as an advantage (and would be required for career progression):
      • Studying towards or in possession of relevant Bachelors or Honours Degree
      • Financial Services experience

    Competencies

    • Analytical Thinking Ability : ability to split a task or problem into its component parts and use these in a logical and systematic manner to reveal all the implications of the consequences of situations
    • Communication Skills : able to communicate clearly both verbally and in writing.
    • Relationships : building relationships with auditees, business and external auditors.
    • Reporting Skills : ability to consolidate information and compile reports reflecting the necessary relevant information.

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    Team Leader Coach: Group Compliance

    Team Leader Coach: Group Compliance

    About The Area
    To provide sound advice regarding legislation, regulation, industry standards, codes, guidelines and best practice to the different business units within Discovery Retail Distribution through the application of Compliance Risk Management principles, policies, processes and procedures.

    Key Purpose

    • To effectively manage a team of Due diligence officers to ensure adherence to advice standard and, agreed SLA’s .

    Areas of responsibility may include but not limited to

    • Manage a team of due diligence officers
    • Develop, coach & motivate a team to excel in performance and service delivery
    • Responsible for the performance management of staff
    • Ensure that the service levels are maintained
    • Identify quality issues and take corrective steps by actioning quality trends
    • Drafting reports
    • Responsible for resolving escalated calls
    • Relationship building with internal and external clients to achieve objectives
    • Able to multitask and meet allocated deadlines daily
    • Drive results and solutions through the team

    Personal Attributes And Skills

    • Knowledge of Business Procedures, Rules, Processes and Controls.
    • Judgment and decision making
    • Conflict management
    • Innovative process management
    • Client service orientation
    • Strong analytical skills and attention to detail

    Essential
    Education and Experience

    • Grade 12
    • Recognized compliance qualification
    • 3 years monitoring, auditing or quality assurance experience
    • Experience in managing a team
    • FAIS experience - Advantageous

    go to method of application »

    Java Systems Analyst/Java Technical Team Lead - Insure Systems

    Java Systems Analyst - Insure Systems

    About Insure Systems

    Discovery Insure Systems is a young dynamic team. We are constantly evolving and running with multiple projects simultaneously. We pride ourselves in the quality of work that we deliver and the ease and speed at which we can do it. Our aim to set the benchmark for efficiency in everything we set out to do.

    Key Purpose
    Design and implement robust, scalable and optimally performing systems using java related technologies, according to provided specifications, standards and procedures, while ensuring compliance with the architectural standards and guidelines laid out by Discovery.
    Areas of responsibility may include but not limited to

    Design

    • Translate business requirements into technical designs adhering to Discovery Insure processes, standards and guidelines, taking cognisance of performance, security and scalability requirements. Deliver within agreed timeframes. Complexity = complex interactions between number of interacting systems.
    • Liaise with relevant parties where clarification of business requirements or resolution to technical issues is needed
    • Research and find effective solutions to technical issues that arise
    • Estimate development timelines based on business requirements

    Development

    • Construct robust, maintainable, scalable, optimally performing system code in line with technical specifications, following prescribed process, standards and procedures. Deliver within agreed timeframes
    • Conduct unit testing and fix any defects found
    • Testing
    • Verify build stability and quality with development team before releasing to test team, aiming to release with zero defects
    • Assist the Business analyst in ensuring the test pack includes relevant scenarios and test data.
    • Consult and assist in reviewing risk / impact of defects found in testing, and assist with fixing where necessary

    Support / Troubleshooting

    •  Assist system users with technical support issues and handle according to defined procedures
    •  Ability to effectively analyse root cause of system errors (data errors, performance and stability issues)

    Mentoring / Team Development

    • Actively coach other developers to understand and apply the Insure coding and architectural standards correctly, as well as any technologies in use
    • Perform code review to ensure logical correctness, maintainability, scalability, performance, compliance with architectural standards and frameworks
    • Assist in identifying training needs of team members

    Personal Development

     Keep abreast of current technological trends and how these might be applied in the Discovery environment
     Constant improvement of knowledge of the various applications, their functionalities and data models

    General

    • Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions
    • Able to build business relationships with other members of team and the business areas we support.

    Personal Attributes And Skills

    Technical Competencies (Intermediate to Expert level)

    •  Excellent understanding of Object Orientated principals and Java language fundamentals 
    •  Knowledge of commonly used design patterns 
    •  Broad understanding of how to put together an EE-based business solution from scratch
    •  EJB 
    •  HTML 
    •  JSF 
    •  JQuery 
    •  JAXB 
    •  SOAP Web services 
    •  Message Driven Beans 
    •  UML 
    •  XML/XSD 
    •  SQL 

    Advantageous Experience

    •  REST Web services
    •  JSON
    •  Business Process Management Tools
    •  Apache Camel
    •  Apache Webserver Configuration
    •  JBOSS Configuration
    •  CSS
    •  GIT
    •  Integrated Build Tools
    •  HTML 5
    •  Knowledge of Short Term Insurance industry

    Essential

    Education and Experience

    •  At least 7-10 years’ experience in Java development with exposure to core competencies listed

    Working Knowledge Of Software development within SDLC

    •  Unit Testing
    •  Data modelling and design of database structures

    Advantageous

    •  BSc Computer Science/Information system degree
    •  Formal Java qualification(s)

    Method of Application

  • Send your application

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