Job Opportunities at Discovery Limited

Areas of responsibility may include but not limited to

• Teamwork, self-management and alignment with Discovery values.
• Ongoing team member support, goal setting, training, coaching and motivating
• Team coordination and capacity planning
• Ensure the Team is in line with company procedures and manage performance
• Enable team to trouble shoot queries
• Weekly Team discussion to identify challenges and solve same, as well as identify and improve operational inefficiencies
• Monthly individual check-ins
• Daily claims approval outside the team’s mandate
• Manage daily/weekly/monthly controls to ensure process is followed and targets/SLA’s are met
• Quality audits on claims and calls
• Escalated query handling from various stakeholders
• Build relationships with the various Stakeholders
• Accurate, timely administration and reporting

Behavioural Attributes And Skills

• Strongly customer service-focused
• Excellent relationship building skills
• Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively (critical)
• Conflict handling skills
• Analytical and attentive to detail
• Resourceful problem solver
• Systematic and organized with an ability to plan and prioritize effectively
• Resilient, with an ability to work under pressure and adapt to change (important to be able to retain perspective and not take things personally)
• Good team player
• Results and deadline-driven
• Quick learner
• Excellent people management skills

Knowledge

• Technical knowledge and understanding of short term insurance
• Broker knowledge and understanding

Qualification

• Matric (inclusive of mathematics will be advantageous)
• Degree (Advantageous)

Experience

• 2 - 5 years’ minimum short-term insurance claims experience
• 1 years’ minimum short-term insurance team leader experience in a call centre environment

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Areas of responsibility may include but not limited to

• Pass or fail test cases
• Identifying test conditions and creating test designs, test cases, test procedure specifications and test data Implement tests in the test environment
• Execute and log the tests, evaluate the results and document problems found
• Monitor the testing and the test environment and gather performance metrics
• Review work, including test specifications, defect reports and test results
• Review and contribute to test plans, as well as analysing, reviewing and assessing requirements and design specifications
• Identify and report any risk or blockers
• Functional and SIT testing within the delivery scrum team

Qualification (Advantageous)

• Matric (Essential)
• Test Certificate (Advantageous)

Experience

• 2-4 Years Test Analysis (Essential)
• 1 Year Test Analysis in a short-term insurance environment (Advantageous)

Knowledge

• Basic SQL (Advantageous)
• Basic JAVA (Advantageous)

Personal Attributes And Skills

• Working with People
• Presenting and Communicating Information
• Writing and Reporting
• Learning and Researching
• Planning & Organising
• Delivering Results and Meeting Customer Expectations
• Coping with Pressure and Setbacks

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Key Purpose

• Understanding the business requirements and through a structured process documenting, validating and translating it into functional specifications that are used by developers to craft a technical solution
•  Testing and validating the functionality of the technical solution against the business requirements
•  Interfacing between the business client and the development team with regards to the business and functional requirements
• Ensuring that the business requirements are delivered in the implemented solution
•  Working with multiple business areas and multiple teams that require deep integration of solutions
•  Building and maintaining strong relationships with clients and acting as a consultant on the application

Areas of responsibility may include but not limited to

Act as a consultant to the client on the application

• Participate in client planning forums and advise on solutions
• Challenge the business in their thinking, especially to understand the intent of the business requirement
• Assist business to articulate the benefits they wish to realize with the solution
• Pursue enquiries with clients to understand the "why" rather than the "what" of the business request
•  Facilitating the development of a Business Case

Customer Requirements Specification (CRS)

• Follow a structured process to listen to, understand and document client requirements If needed, facilitate activities like interviews or JAD sessions to expand the understanding of the business requirements
•  If required, perform analytical tasks, data extracts, run queries or any other form of analysis to gather information
• Following up with clients to clear up ambiguity and possible misunderstanding
• Documenting the requirements in a Customer Requirements Specifications (CRS) document (which may include UML models, business process documents)
•  Ensuring alignment between the Business Case and the CRS
•  Review the functional requirements with the client, using appropriate formats such as presentations and walk-through discussions and obtain sign-off on CRS

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Key Purpose of the role

Oversee and manage the operational data management framework for claims and active member data. Areas of responsibility may include but not limited to

• Ensure the successful leadership and management of teams to deliver in line with the strategic direction set by EXCO
• Identify, assess and act on internal or external issues that affect the underlying areas
• Develop operational plans, which incorporate goals and objectives that work towards the strategic direction as set out by EXCO
• Monitoring the day to day delivery of the teams
• Determine staffing requirements by recruiting staff with the correct and personal abilities to ensure agreed standards are met
• Ensure processes meet customer and business expectations
• Managing average claims cost
• Ensure efficient call centre service levels
• Maintain relationship with Claims back-office functions i.e. Car hire, Assessing, Salvage and Procurement
• Ensure service delivery to clients are within acceptable ranges
• Manage MANEX efficiency
• Reporting on overall Claims department operations Ensure the successful leadership and management of Death Insurance Benefits for Group Risk delivers in line with the strategic direction set by Discovery EB Manco
• Develop operational plans, which incorporate goals and objectives that work towards the strategic direction as set out by Discovery EB Manco
• Develop, implement and monitor the processes to manage death insurance claims according to the Group Life Life Plan Guide, regulatory framework for Group Life, ISO standards, internal and external audit requirements.
• Pro-actively identify, assess and act on internal or external issues that affect the management of the death claim liability.
• Ensure the claims processes meet customer and business expectations. Evaluate and continually improve.
• Monitoring and manage the day to day delivery of the death claims for Group Life.
• Oversee and report back on the operational data management framework for claims and active member data required by POPIA.
• Determine staffing requirements by recruiting staff with the correct and personal abilities to ensure we meet the agreed standards.

Personal Attributes and Skills

The Successful Candidate Must Demonstrate The Following Competencies

• Communication Skills: able to communicate clearly both verbally and in writing.
• Reporting Skills: ability to consolidate information and compile reports reflecting the necessary relevant information
• Ability to communicate logically and objectively is essential components of this role.
• Attention to detail
• Very organised
• Conflict Management
• Expresses opinions, information and key points of an argument clearly.
• Probes for further information or greater understanding of a problem.
• Relates well to people at all levels.

Education and Experience

• Bachelor’s degree/ experience in risk management - essential
• Minimum 10-15 years of relevant work experience - essential
• Extensive experience in claims management- essential
• Long-Term Insurance product experience - essential
• Regulatory bodies (South Africa) background - Advantageous
• South African taxation knowledge - Advantageous
• Risk management experience - Advantageous
• Accounting experience - Advantageous