Job Opportunities at Discovery Limited

Skills required

• Electrical skills - understand fundamentals of electricity so as to safely do basic repairs and fault finding.
• Understanding the functions of UPS and Generators so as to do basic fault finding.
• Plumbing skills – understanding the principles of water reticulation, drainage systems experience in unblocking of minor blockages and working of Water Closet flushing systems. 
• HVAC Skills – understanding basic parts and workings of chiller plants, the basic principles of air conditioning and ventilation systems
• Experience with Building services, Civils work, Health and safety.
• Proficient in computer programs such as Microsoft excel and Word, outlook

Job Profile Title

• Handyman

Discovery Job Level

• Staff

Job Family

• Technical

Work Experience

Required

• 2 years’ experience in conducting maintenance duties, Electrical fault finding.
• Understanding of maintenance strategies
• Knowledge of Health and safety knowledge

Preferred

• 3-5 Years’ experience in maintenance of building services and scheduling maintenance activities on UPS, generators, Fire systems, electrical background.

Technical Skills or Knowledge

Proficiency Level

Required

• 2 years’ experience in facilities environment in carrying out maintenance duties and tasks.
• Certified to work at heights Computer experience
• Understanding of Excel level 2, Word and Microsoft office

Preferred

• Experience in maintenance of building services and scheduling maintenance activities
• Facilities management course

Electrical experience

• In the field of FM for min 2 years
• Higher certificate in Facilities management

Job Purpose

• To support services and equipment located in the buildings, which business units rely and depend for operational performance. Conduct maintenance strategies and inspections to plants and equipment to ensure they are operational. Assist with Projects, installations, moves, and equipment repairs. Ensuring compliance and safety standards is applied and adherence of them. Administration activities and reporting is kept up to date on a regularly basis.

Key out puts

Maintenance duties  

• Assist with ensuring maintenance strategies to building, electrical equipment and electrical plants, HVAC equipment and HVAC plants, wet services plants and pumps, lifts, fire systems, sprinklers, fridges and other building civils works and relevant equipment and services. [preventative, reactive, statutory, corrective]
• Assist in conducting preventative maintenance to equipment.
• Assist with conducting statutory maintenance as per regulatory compliance requirements and to Discovery set Standards
• Assist with reactive and corrective maintenance with urgency and complete it with required quality standards and with prudence.
• Maintain and update data bases
• Assist maintenance Scheduling.
• Assist in Reporting on Stock and backup spares availability for quick response to TL  

Conduct inspections and carry out maintenance activities on the premises

• Assistance with Management of Environment services and other services
• Assist with Waste management and improve recycling and reduce waste to landfill
• Assist with Grease trap maintenance compliance and disposal
• Pest control is carried out to limit infestation and damage to services and infrastructure
• Compliance of environment standards within the operational spaces [post occupancy audits – noise, dust, temperature, lux levels, air quality, water quality]

Safety and compliance

• Ensure compliance to safety, health and environment Act as well as adherence to the Discovery standards and practices and compliance to the OHS Act.
• Assist with maintenance activities which is carried out at required intervals and that the service and equipment comply to regulations
• Assess Risk assessments and ensure adherence
• Compile work permits and satisfy the risk appetite
• Assistance with updating Standard/Safe operating Procedures (SOP) 

Contractor management of external and Internal

• Assist with management of contractor on site
• Quality control
• Manage SLA

Projects

Assist with projects such as moves, installations, repairs to plants and equipment

• Data center and applicable areas
• Assist with services within the data center
• Ensure the data center is secure
• Fire suppression systems are compliant and operational

Lights and services are working

• Regional facilities management [DFC, DCS, Warehouse, Discovery Stores]
• Assist with relevant activities
• Conduct the relevant maintenance
• Assist with Projects
• Liaise with relevant stakeholders
• Conduct inspections

Duties

• Attend to service request [Job cards] timeously, within SLA and to the client satisfaction and Discovery standards.
• Preform standby duties to rectify issues and failures are attended to so that business is not affected
• Respond to emergency situations and critical failures that affects business during and after hours
• Conduct various audits and inspection to equipment and building on a regular basis
• Identify potential risks , failures and apply the corrective action required
• Communicate to relevant stakeholders of situations and failures
• Maintain tools and conduct inspection on them
• Carry out task and duties requested by management and Team leaders
• Maintain and update procedures,
• Ensure proper stock levels of parts and consumables kept on site
• The façade and building envelope is inspected and repairs and broken panels are replaced in short time frames and area made safe if required
• Security doors and access point door are maintained and kept operational

Additional Duties

• Assist with Security management
• Assist with access control and related mechanisms
• Assist with the investigations and security concerns
• Assist with security systems
• Manage parking (some regions only)
• Assist and manage contractors for DFC setups upgrades and new franchises
• Assist with AV and room setups of the department.

go to method of application »

Key Purpose

• The Customer Experience Specialist is responsible for improving value to customers and Discovery, by enhancing existing and enabling new strategic customer journeys and experiences.  The success of this role will be measured by a positive change in customer perceptions, attitudes, and behavior, resulting in customers living better and healthier lives and an improvement in business performance. They will achieve this by collaborating with multidisciplinary teams across Discovery Health and Group and will be required to be well rounded in all areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives. 

Key Outputs

Areas of responsibility may include but not limited to:

• Form multi-disciplinary and cross-functional teams (product, operations, data science, systems and digital, marketing, etc.) that collaborate to solve customer opportunities, outcomes and goals using the relevant customer experience design approach, including customer journey maps.
• Identification, enablement and ongoing management of real-time customer journey measurement and mapping technology platforms.
• Enhancing the Discovery Health customer experience and journey framework by continuously scanning the external environment for best practices and selectively adopting appropriate new best practices.
• Identification and prioritization of new or existing customer experiences, journeys and/or touchpoints which requires improvement, based on the customer and business opportunity.
• Integrate processes, tools and other capabilities to ensure the continuous improvement of customer journeys and experiences.
• Create and amplify a culture of collaboration across teams to design and map new and improved customer journeys and experiences.
• Carrying out hypothesis-driven customer journey workshops, validating with customers, prioritizing recommendations and piloting changes before global roll-out.
• Inspire the ‘future of what's possible’ by motivating teams to find innovative solutions to deliver better outcomes for our customers.
• Manage the ARIS customer journey management platform, ensuring the utilization of the tool across all areas in Discovery Health to map, store, monitor performance of and manage changes / enhancements to customer journey maps.
• Explore and enable journey orchestration technology solutions to efficiently manage complex journeys at scale, collaborating with the appropriate Health and Group functions.
• Democratize outside in customer journey innovation across all teams in Discovery Health, empowering teams to apply this approach to their “business as usual” practices.
• Consult and advise as an internal SME (subject matter expert) in other areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.
• Lead select projects which impacts various customer experience management capabilities, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.

Key skills and knowledge

Skills

• Ability to identify key  pain points moments of truth affecting customer perceptions.
• Ability to conduct experience gap analysis and prioritize recommended improvements.
• Ability to drive customer centered design and innovation.
• Ability to accurately map and depict customer touch points.
• Ability to drive action and execution of key CX improvements.
• Ability to facilitate change and teach others / transfer technical knowledge and skills.
• Ability to develop holistic business cases based on to-be customer experience design.
• Ability to perform / interpret advanced customer experience analytics and work with complex data models / data environments.
• Ability to gather input from employees about customer experiences and opportunities for improvement.
• Ability to understand key drivers of VoC performance and communicates them effectively across the organization.
• Leads by example by being the advocate for the Customer Experience across channels (or across the organization)
• Ability to teach methodology across functional teams to unify efforts and enable understanding of how each role has an important part to play in customer experience impact.
• Ability to facilitate interactive group sessions to build understanding, support and engagement.
• Ability to facilitate an understanding of what is important to customers and how the organization is performing relative to customer needs.

Knowledge

• Customer experience strategy
• VoC programs
• Customer experience business case development
• Advanced customer experience modelling and analytics
• Customer centric culture change programs
• Design thinking and customer co-creation approaches
• Experience gap analysis and prioritization
• Human-centered design and innovation
• Future state journey mapping
• Control and response plans
• Operating plan and capabilities
• Change, project, and process management
• Interdependencies
• Iterative ideation and prototyping
• Leading journey orchestration, mapping and management technology solutions
• Familiar with ARIS modeling of customer journeys and business process (preferred)

Education and Experience

• At least 3 to 5 years of experience in customer experience management in financial services, retail and/or telecommunications.
• B-degree or equivalent experience

Preferred Education and Experience

• Management consulting experience at 1st and 2nd tier management consulting firms.
• CXPA (Customer Experience Professionals Association)

Advantageous.

• CCXP (Certified Customer Experience Professional)
• CEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation
• ACXP (Accredited Customer Experience Professional)
• ACXM (Accredited Customer Experience Master)

go to method of application »

Key Purpose

• The Senior Customer Experience Specialist is responsible for improving value to customers and Discovery, by enhancing existing and enabling new strategic customer journeys and experiences.  The success of this role will be measured by a positive change in customer perceptions, attitudes, and behavior, resulting in customers living better and healthier lives and an improvement in business performance. They will achieve this by collaborating with multidisciplinary teams across Discovery Health and Group and will be required to be well rounded in all areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives. 

Key Outputs

Areas of responsibility may include but not limited to

• Form multi-disciplinary and cross-functional teams (product, operations, data science, systems and digital, marketing, etc.) that collaborate to solve customer opportunities, outcomes and goals using the relevant customer experience design approach, including customer journey maps.
• Identification, enablement and ongoing management of real-time customer journey measurement and mapping technology platforms.
• Enhancing the Discovery Health customer experience and journey framework by continuously scanning the external environment for best practices and selectively adopting appropriate new best practices.
• Identification and prioritization of new or existing customer experiences, journeys and/or touchpoints which requires improvement, based on the customer and business opportunity.
• Integrate processes, tools and other capabilities to ensure the continuous improvement of customer journeys and experiences.
• Create and amplify a culture of collaboration across teams to design and map new and improved customer journeys and experiences.
• Carrying out hypothesis-driven customer journey workshops, validating with customers, prioritizing recommendations and piloting changes before global roll-out.
• Inspire the ‘future of what's possible’ by motivating teams to find innovative solutions to deliver better outcomes for our customers.
• Manage the ARIS customer journey management platform, ensuring the utilization of the tool across all areas in Discovery Health to map, store, monitor performance of and manage changes / enhancements to customer journey maps.
• Explore and enable journey orchestration technology solutions to efficiently manage complex journeys at scale, collaborating with the appropriate Health and Group functions.
• Democratize outside in customer journey innovation across all teams in Discovery Health, empowering teams to apply this approach to their “business as usual” practices.
• Consult and advise as an internal SME (subject matter expert) in other areas of customer experience management, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.
• Lead select projects which impacts various customer experience management capabilities, including measurement, customer insights and understanding, customer experience strategy and culture change related change initiatives.

Key Skills and Knowledge

Skills

• Ability to identify key pain points moments of truth    affecting customer perceptions.
• Ability to conduct experience gap analysis and prioritize recommended improvements.
• Ability to drive customer centered design and innovation.
• Ability to accurately map and depict customer touch points.
• Ability to drive action and execution of key CX improvements.
• Ability to facilitate change and teach others / transfer technical knowledge and skills.
• Ability to develop holistic business cases based on to-be customer experience design.
• Ability to perform / interpret advanced customer experience analytics and work with complex data models / data environments.
• Ability to gather input from employees about customer experiences and opportunities for improvement.
• Ability to understand key drivers of VoC performance and communicates them effectively across the organization.
• Leads by example by being the advocate for the Customer Experience across channels (or across the organization)
• Ability to teach methodology across functional teams to unify efforts and enable understanding of how each role has an important part to play in customer experience impact.
• Ability to facilitate interactive group sessions to build understanding, support and engagement.
• Ability to facilitate an understanding of what is important to customers and how the organization is performing relative to customer needs.

Knowledge

• Customer experience strategy
• VoC programs
• Customer experience business case development
• Advanced customer experience modelling and analytics
• Customer centric culture change programs
• Design thinking and customer co-creation approaches
• Experience gap analysis and prioritization
• Human-centered design and innovation
• Future state journey mapping
• Control and response plans
• Operating plan and capabilities
• Change, project, and process management
• Interdependencies
• Iterative ideation and prototyping
• Leading journey orchestration, mapping and management technology solutions
• Familiar with ARIS modeling of customer journeys and business process (preferred)

Education and Experience

• At least 6 years of experience in leading customer experience management change initiatives in financial services, retail and/or telecommunications.
• B-degree/Honors

Preferred Education and Work Experience

• Management consulting experience at 1st and 2nd tier management consulting firms.
• CXPA (Customer Experience Professionals Association)

Advantageous

• CCXP (Certified Customer Experience Professional)
• CEMM (Customer Experience Method / Successful Customer Outcomes) Accreditation
• ACXP (Accredited Customer Experience Professional)
• ACXM (Accredited Customer Experience Master)

go to method of application »

Key Purpose

• To perform a legal advisory function and deliver legal advisory services to the Invest and Employee Benefits business units on all legal aspects pertaining to retail investments, group life insurance products, retail retirement funds, and the umbrella retirement funds.

Areas of responsibility may include but not limited to

• Conducting legal research and preparation of legal publications, legal updates, and guidance notes to business.
• Preparation of reports for board meetings of the various retirement funds.
• Providing oversight on the drafting of General and Special Rules for the Funds
• Providing legal oversight over the allocation of death benefits in terms of the Pension Funds Act and mentoring the service consultants and junior legal advisors in relation to the investigation of death claims and preparation of recommendations for resolutions of the Board of Trustees.
• Providing advice on regulatory compliance matters and identifying and mitigating risks associated with regulatory non-compliance.
• Pro-active analysis of legislation, regulatory updates and research on legal matters to ensure the best possible outcome for the various entities
• Responsible for external dispute resolution, including handling disputes referred to the ombudsman for long-term insurance, the Pension Funds Adjudicator, Financial Services Tribunal, and litigation in South African courts. This includes the preparation of written legal arguments, as well as instructing attorneys to deal with court proceedings brought against the various retirement funds and the business.
• Drafting and negotiation of contracts relating to collective investment schemes, retirement funds, and group risk schemes, including, custodian agreements, portfolio management agreements, agreements relating to setting up investment platforms, service level agreements, policy documents, etc.
• Represent Discovery at industry bodies as a member of the Legal and Technical Working Groups and fulfil assigned tasks relating to reviewing and commenting on legislation affecting retirement funds and presenting at industry seminars, where required. 
• Oversight of the fund processes and to act as liaison for submission of regulatory reports to the FSCA. 
• Reviewing marketing material and providing legal oversight over the preparation of marketing material for Discovery Employee Benefits and Discovery Invest.
• Providing work leadership and mentoring to less experienced attorneys in the legal team.
• Submission of comments on proposed legislation issued by National Treasury in so as far as it relates to the retirement funds and insurance industries.
• Analyse legislation and its impact for business and assist business in implementing new legislation into business processes.
• Building and maintaining relationships within internal business units and the relevant Regulatory bodies

Personal Attributes

• Analytical and problem solving
• Communication Skills: able to communicate clearly both verbally and in writing.
• Customer Focus
• Interpersonal Savvy
• Innovation
• Integrity
• Attention to detail
• Planning, prioritising and organising
• Team Work/Collaboration
• Stress Tolerance
• Analytical thinking
• Solution driven

Education and Experience

Essentials:

• Matric
• Bachelor of Laws qualification (Legal)
• Knowledge of Insurance legislation
• Knowledge of the Pension Funds Act and related legislation
• Knowledge of Income Tax legislation
• Knowledge of Financial Services legislation
• Knowledge of legislation for Collective Investment Scheme

 Advantageous:

• Post graduate qualification in insurance and/or financial services
• Admitted attorney with litigation experience
• Minimum 5 years’ experience within the financial services industry dealing with employee benefits, investments and/or group risk
• Knowledge of Retirement Fund Compliance and Governance
• Experience in drafting of contracts and fund rules
• Experience in the application of the Policyholder Protection Rules and other insurance Law Provisions
• Experience with Group Risk Insurance cover
• Knowledge of the King IV Principles of Corporate Governance