Job Opportunities at Discovery Limited

Key Purpose

• To drive an end-to-end customer service experience by:
• To take inbound calls, assist Africa Health Insurance members with queries, and ensure first-time resolutions or refer them to the appropriate area for resolution.
• Areas of responsibility may include but are not limited to
• Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public, and internal parties
• Dealing with all queries through to resolution
• Keeping client up to date with their queries
• Ensuring excellent quality service to all members
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence and reporting on it weekly
• Logging of all queries and routing all enquiries to correct departments
• Working on Africa Health Insurance systems
• Keep up to date with policy and product changes
• Assisting with written correspondence where necessary
• Driving the values of first-time resolution on all interactions
• Applying logic in all circumstance

Personal Attributes and Skills

• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions and procedures
• Adhering to principles and values
• Persuading and influencing
• Analyzing
• Coping with pressure and setbacks
• Able to work between shifts allocated
• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems
• Time Management
• Verbal and written communication

Education and Experience

• Matric
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience
• Ability to speak to Swahili (Kiswahili sanifu)
• Minimum of 6 months of inbound call center experience in a customer service environment
   

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Key Purpose

• To effectively and efficiently manage and grow relationships between Discovery CEB and all stakeholders e.g. Brokers as well as servicing department (Admin), Quotes, Accounts, Claims and Underwriting, Franchises, Brokers Consultants and clients e.g. brokers, employers and members. Also to ensure that quality service is delivered to these Stakeholders. To be present in the broker’s office to promote and protect Discovery’s retirement fund business.

Areas of responsibility may include but not limited to

• The Service Consultant needs to establish, grow and maintain relationships with CEB clients.
• When problems occur, the Service Consultant needs to find the best possible solution to ensure that the problem is solved as efficiently and effectively as possible, aligned to business practices while ensuring that the least amount of damage is done to the relationships of the parties involved.
• Present Installation Package - explain documents, SLA’s as well as roles and responsibilities to broker and employer.
• Present admin changes - explain documents, rate change, issue minutes and processes.
• SC to monitor or communicate progress / feedback or resolution regarding query to client / broker or Franchise.
• SC to arrange meeting or courtesy call to ensure escalation is addressed
• SC to resolve these with the assistance of the relevant team member. 
• SC to regularly visit the broker / client for feedback as agreed per SLA
• Represent the retirement fund business and address all gaps and concerns relating to the business
• To present and review admin reports for broker and trustee meetings
• SC assist broker/Client with web functionality and drive usage
• SC to meet with Franchise to address any queries on their portfolios as and when necessary.
• SC to ensure meetings are arranged with all brokers and employers where applicable during the course of the year
• All meetings must be minuted and saved on the Drive.

Personal Attributes

• Leading and Supervising
• Planning & Organizing skills
• Working with People - Communication
• Persuading and Influencing
• Adhering to Principles and Values – Self management
• Delivering Results and Meeting Customer Expectations
• Coping with Pressure and Setbacks
• Relating and Networking
• Team work and analytical skills
• Communication
• Problem solving
• Initiative and enterprise
• Learning
• Technology

Education and Experience

• Matric - essential
• 3 - 5 years Employee Benefits, Retirement Funds, Umbrella Fund experience – Essential
• NQF level 5 or similar is advantageous
• Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds – Advantageous
• MS Office – Advanced Excel Skills, Retirement Fund and Umbrella Fund operations, Accounting, Investments,
• Full compliance and legislative universe relating to employee benefits, FAIS and Umbrella Funds.

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Key purpose

• We are seeking an Instructional Design Specialist to join the Discovery Institute of Training. This role involves developing high-quality, Discovery Insure-specific training solutions and materials, and regularly engaging with internal and external stakeholders, including staff, management, and executives, to identify and address their learning and development (L&D) needs. The successful candidate will continuously evaluate the effectiveness of training initiatives, monitor return on investment (ROI), and manage a team of four Instructional Designers, ensuring individual and team objectives are met and maintaining high standards of instructional design.

Key outputs

• All work must be done accurately, comprehensively, and in line with set quality standards.
• Manage, develop, and grow their team of Instructional Designers: Lead and manage four Instructional Designers (at various levels) to ensure all goals and objectives are met, that work is delivered on time and at the expected quality standard, grow and develop the team members and develop and oversee the implementation of strategic team objectives.
• Consulting with stakeholders to identify learning and development needs: Consult with various stakeholders including management and executive level stakeholders and conduct in-depth analysis of the learning and development needs. Lead the design, development, implementation, and evaluation of all learning solutions following the 6Ds methodology.
• Design and develop training solutions, material, and assessments: The creation of learning solutions and material for the Discovery Insure product. These initiatives could include in-person and virtual training workshops, induction programmes, and storyboards (only) for digital training material, which could include online courses, videos, podcasts, infographics, and animations. Note: The Instructional Designer will not be responsible for the development of digital material as this function is fulfilled by the Multimedia design team.
• Contribute to the strategic planning of the department: They will be included in strategic planning sessions for the department, and they will be required to use their extensive Instructional Design experience to generate ideas and initiatives to improve the team as well as contribute to the strategic goals of the department.
• Manage department-wide initiatives and projects: Oversee and manage collaborative projects which include many departmental resources and ensure that the project meets the needs of the business and meets the brief.

Competencies

• Creative and innovative.
• Comfortable with the use of generative AI tools.
• Excellent command of the English language.
• Good leadership, management, mentoring, and coaching skills.
• Demonstrate strong instructional writing skills.
• Negotiation skills.
• Attention to detail.
• Excellent project management skills.
• Communicate effectively with diverse personalities.
• Delivering results and meeting customer expectations.
• Coping with pressure and setbacks.
• Adapting and responding to change.
• Relating and networking.
• Applying expertise and technology.
• Relationship building skills.

Experience

The following qualifications and experience are required:

• 5 years of Instructional Design Experience (Essential).
• 2 years of experience managing or leading a team of instructional designers (Essential)
• ODETDP qualification (Essential).
• Knowledge and experience working in the financial services industry, specifically in short-term insurance (Advantageous).
• Business- related degree (Advantageous).

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Key purpose

• The vacancy is for an intermediate Instructional Designer within the Discovery Institute of Training. The role requires the Instructional Designer to design and develop learning curriculums and associated learning material for the Discovery Bank business according to high-quality standards.

Key outputs

• All work must be done accurately, comprehensively and in-line with set quality standards.
• Following the 6Ds methodology, create training material and assessments based on technical product information, systems and SOPs for predominantly facilitator-led training workshops and induction programmes, in line with the curriculum to ensure that learning and business outcomes are matched.
• Develop storyboards (only) for digital training material, which will be sent to a multimedia designer to create online courses, videos, podcasts, infographics, and animations in the specific software.
• Consult with stakeholders across various business areas and gather information in relation to key learning and development needs and requirements.
• Consult with business areas to agree on reasonable and achievable deadlines.
• Maintain material and ensure best practice guidelines are followed across the areas.
• Monitor and evaluate effectiveness of training to ensure optimal learning and development.

Competencies

• Extensive experience in the application of the 6Ds methodology.
• Creative and innovative.
• Very good command of the English language.
• Demonstrate strong instructional writing skills.
• Attention to detail.
• Good project management skills.
• Communicate effectively with diverse personalities.
• Delivering results and meeting customer expectations.
• Coping with pressure and setbacks.
• Adapting and responding to change.
• Relating and networking.
• Applying expertise and technology.
• Show an interest in the current economic climate and keeps up to date with daily market trends related to the banking industry.
• Good report writing skills.

Experience Required

• Two years or more experience as an Instructional Designer at an Intermediate level.
• Banking or financial services industry experience.
• Education and training qualification (ETDP), specifically Design and Development.

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Key Purpose

• Determine operational objectives by studying business functions, 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. Building and maintaining strong relationships with clients and acting as consultant on the application.

Areas of responsibility may include but not limited to

• Determine operational objectives by studying business functions and elicit requirements.
• Document the requirements into user stories.
• Review the business requirements with the business, using appropriate formats.
• Obtain sign-off on the business requirement.
• Adhere to the SDLC and standards throughout the analysis process.
• Review the approved business requirement with the development team.
• If required, revert to management or other stakeholders if technical issues require business decisions to proceed.
• Ensuring that the customer requirements are delivered in the implemented solution, on time and of the highest quality.
• Validate and verify the solution proposal with the business.
• Define acceptance criteria.
• Provide testing support and guidance where required to the testing team.
• Evaluate and measure efficiencies of business processes and provide recommendations.
• Proactively identify risk pertaining to the project.
• Manage operational components of the area such as standard operation procedures.
• Proactively identify areas of improvement within the department.
• Drive efficiencies in the business.
• Ability to work independent as well as ability to work in a team.
• Defend the client business requirements.
• Working with multiple business areas and multiple teams that require deep integration of solutions.
• Complete the initiation documents and present the relevant proposals at the prioritization forums.
• Produce high-level customer journeys and prototypes.
• User testing

Education and Experience

Essential:

• Relevant tertiary qualification/Informatics degree or Recognized BA qualification/diploma
• More than 5 years experience as a Business Analyst
• More than 5 years experience in the Financial Services Industry

Advantageous:

• Testing experience

Personal Attributes and Skills

Intermediate knowledge of:

• Technologies: UML, XML, SOAPUI, Visio, Jira, Confluence
• Other: facilitating JAD sessions, data modelling techniques, UML Process Design, Industry compliance standards and legislation.
• UX design and User Testing
• Business Writing, Presentation and Facilitation Skills
• Process mapping.
• Experience using formal modelling languages (UML, etc.) and modelling tools (Enterprise Architect, Visual Paradigm etc.)
• Exposure to Agile principles and methodologies, including Continuous Integration and Test-Driven Development
   

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Key Purpose

• The ideal candidate will be tasked with the strategic implementation of AI technologies to advance the Vitality business. Emphasizing the deployment of Machine Learning and, notably, Large Language Models (LLMs), the role is designed to increase member engagement and refine personalization strategies. This individual will play a key role in leveraging the robust capabilities of Vitality’s Microsoft Azure platform, combined with the sophisticated analytics of Databricks, to propel innovative solutions across the organization.

Areas of responsibility may include but not limited to:

• Extracting insights from complex data sets using advanced statistical methods, machine learning algorithms, and predictive modeling
• Operationalizing artificial intelligence solutions, including the development and deployment of large language models (LLMs) to enhance business processes
• Working closely with various departments to understand business needs and translate them into data-driven strategies
• Working with Vitality’s Head of BI, Data Architect and Data Engineers to enhance Vitality’s data products and AI platform
• Staying abreast of the latest industry trends and technologies, conducting research to drive innovation within the company
• Contribute to the compilation of reports and presentations for the Vitality Exco, Vitality Board, Discovery Board and Group Exco.
• Develop and leverage key working relationships with various stakeholders across the business to support the aims of the organization.
• Mentor, support and train junior analysts.

Behavioural Skills & Competencies

The following competencies and behavioural indicators are relevant to the position:

• Strong sense of ownership and drive
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate information simply and effectively.
• Strong ability to work with, analyse and communicate findings from data (top-down verbal and written communication).
• A passion for delivering results with a sense of urgency for rapid action.
• Excellent time-management skills with the ability to prioritize deliverables and manage stakeholder expectations.
• Well-versed in the ability to disaggregate issues and problem-solving.
• A critical thinker who is curious and eager to know “why.”
• Creative and innovative.
• Comfortable adapting and responding to change and a fast-paced environment.
• Strong abilities in dealing with unstructured problems and complex environments.
• Excellent attention to detail.
• Good writing and reporting skills.
• Good people skills and situational awareness.
• Ability to cope with business pressures and setbacks.
• Ability to think with a commercial and growth mindset.
• Good sense of materiality with the ability to put things into perspective.

Qualification & Experience

• Bachelor of Science degree in Actuarial Science, Statistics or Data Science, with an Honours degree would be advantageous.
• 5-8 years’ worth of relevant work experience
• Advanced proficiency in MS Word, MS Excel, MS PowerPoint and MS Outlook and SQL
• Advanced experience in Python and R
• Data engineering experience would be advantageous
• Ability to communicate technical complexity to a non-technical audience.
• An interest in Behavioural Science and analysing large datasets.
• Desire to teach and grow more junior members.
   

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Key Purpose 

• Increase the sales of the product range through building relationships, superior client service and technical knowledge. 

Areas of responsibility may include but not limited to:

• All work must be done accurately, comprehensively and in-line with set quality standards and timelines. 
•  
• Increased LA Health product sales through building relationships, superior client service and technical expertise 
• Create strategic business partnerships with multiple intermediary stakeholders. 
• Relationship building with internal and external stakeholders. 
• Project management of new business process, from end to end. 
• Intermediary reporting and trend analysis. 
• Consistently deliver Discovery Health value proposition. 
• Escalated query resolution and troubleshooting 
• Increase the sales of the product range through building relationships, superior client service and technical knowledge. 
• Review new business pipeline, follow-up, and tracking. 
• Issuing of quotations 
• Technical training and ongoing product support to financial advisors. 
• Keeping up to date with competitor product and service offering and industry developments 
• Participating in proactive sales and marketing initiatives 

Personal Attributes and Skills  

• Logical, analytical problem-solving ability. 
• Excellent interpersonal skills. 
• Excellent verbal and written communication skills. 
• Ability to work independently. 
• Ability to take accountability, responsibility, and ownership. 
• Able to take initiative and exercise sound judgment and decision making. 
• Ability to work in a highly pressurized, target oriented environment. 
• Ability to deal positively with change and uncertainty. 
• Strong business acumen. 
• Strong sales and persuasive skills. 
• Strong quality orientation. 
• Good organizational skills. 
• Proactive, self-motivated. 
• Able to identify, nurture and develop talent. 
• Customer oriented. 
• Ability to meet deadlines timeously 

Education and Experience 

Qualifications 

• 3-5 years medical scheme industry experience (required) 
• LA Health experience
• Business degree (advantageous)  
• RE5 (preferable) 
• NQF5 in Wealth Management of Financial Planning / 120 FAIS credits (preferable) 
• Knowledge of MS Office Suite 
• Sales experience (advantageous) 
• Knowledge of MS Office Suite 
• Business degree (advantageous)  
• Relevant financial services industry experience is advantageous 

Experience 

• Relevant financial services and medical aid industry experience is advantageous. 
• Sound health industry experience 
• Adviser consulting experience in the medical aid industry 
• An understanding of financial planning 

Requirements 

• Valid drivers licence and insured and reliable car 
• Smart-phone 
• Willingness to travel  

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Key Purpose

• Designs, develops, and implements Java applications to support business requirements. Follows approved life cycle methodologies, creates design documents, writes code and performs unit and functional testing of software. Contributes to the overall architecture and standards of the group, acts as an SME and plays a software governance role.

Areas of responsibility may include but not limited to

• Work closely with business analysts to analyse and understand the business requirements and business case, in order to produce simple, cost effective and innovative solution designs.
• Implement the designed solutions in the required development language (typically Java) in accordance with the Vitality Group standards, processes, tools and frameworks.
• Testing the quality of produced software thoroughly through participation in code reviews, the use of static code analysis tools, creation and execution of unit tests, functional regression tests, load tests and stress tests and evaluating the results of performance metrics collected on the software.
• Participate in feasibility studies, proof of concepts, JAD sessions, estimation and costing sessions, evaluate and review programming methods, tools and standards, etc.
• Maintain the system in production and provide support in the form of query resolution and defect fixes.
• Prepare the necessary technical documentation including payload definitions, class diagrams, activity diagrams, ERDs, operational and support documentation, etc.
• Driving the skills development of team members, coaching of team members for performance and coaching on career development, recruitment, staff training, performance management, etc.

Personal Attributes and Skills

• Customer-service orientation
• Concern for order
• Self-control
• Flexibility
• High standards for delivery
• Professionalism
• Teamwork and co-operation
• Self-driven
• Proactive
• Overtime will be required from time to time.
• Standby will be required on a rotational cycle

Education and Experience

• A diploma or degree in IT would be advantageous
• 6 or more years of experience within a similar role
• Learning orientation, structured and analytical problem solving, prioritization, planning and organizing; coaching and mentoring (essential)
• Knowledge of Java, Object Orientation, Spring, Hibernate, Junit, SOA, SOAP, REST, Microservices, Docker, Data Modelling, UML, SQL, Architectural Styles (essential)
• Knowledge of Kafka, Zookeeper, Zuul, Eureka, Obsidian, Elasticsearch, Kibana, Fluentd (advantageous)

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Key Purpose

• Translates the CRS and PRS into executable code without errors. Finds effective software solutions to technical issues. Ensure that the application performs the functions as required by business. Releases source code with zero defects.

Areas of responsibility may include but not limited to

• Translate the CRS and PRS or User Stories into executable code without errors
• Find effective software solutions to technical issues
• Ensure that the application performs the functions as required by business
• Identify bottlenecks and bugs, and devise solutions to mitigate and address these issues
• Help maintain code quality, organization, and automation.

Personal Attributes and Skills

Knowledge – Processes:

• SDLC
• Agile – Scrum specifically
• Unit Testing
• Database structure design
• Technical Change Control- Hibernate
• Spring

Technologies:

• Java SE
• Java EE
• Spring Framework (v3 & v4)
• SOAP Based Web Services
• Enterprise Messaging Systems (TIBCO beneficial)
• Version Control (GIT beneficial)
• Maven
• XML/XSD
• SQL and RDBMS (Oracle)
• WebLogic/JBOSS

Personal Attributes:

• Problem solver
• Self-starter
• Ability to work in a team
• Trustworthy
• Passionate
• Excellent communication skills
• A good understanding of how to map business requirements to technology solutions

Education and Experience

• 3-year university degree in computer science or business informatics, or similar qualification, is highly preferable
• 2 or more years’ experience in building and maintaining Java applications

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Key purpose

• The vacancy is for a Learner Management Administrator, who will be required to provide Learning management system (LMS) training and support to the Discovery Institute of Training and provide system to support to our clients.

Key outputs

• All work must be done accurately, comprehensively and to an acceptable quality.
• Administer training records and courses in the LMS system.
• Manages community areas within the LMS including, but not limited to, functionality, appearance, training, and settings.
• Load and maintain training interventions, pathways and deals with the routine and daily operation, use, and configuration of the LMS.
• Create user logins as needed and assigns user permissions.
• Create and maintain user structures including the creation of user groups and learning tools.
• Manages course enrolment and progress tracking.
• Troubleshooting for users relating to log in, and content accessibility.
• Review and monitor system performance and raise risks where required.
• Provide technical support, training, and customer service to all LMS users where required.
• Manage the input of training data transfer to the LMS system.
• Produce correspondence and documents to maintain records, spreadsheets, and databases.
• Provide relevant information to individuals and groups and to ensure that good standards are maintained in all communications.
• Configuration and documentation of the LMS Reporting environment.
• Providing support to course designers with multimedia storage, course cloning, copying, backing, retrieving and setup processes within the LMS.
• Providing users with advice and solutions on how to get the most from the LMS and solving any queries related thereto.
• Providing system users with positive feedback to their problems and striving to help system users become more confident using the system.
• Work in conjunction with a team to resolve Incidents and/or Service Requests
• Conduct LMS presentation sessions to various target audiences on the features, navigation, and user ability of the LMS.
• Onboarding and reviewing of user profiles on the LMS.
• Ensuring all Standard operating procedure documents are adhered to, maintained and up to date.
• Ongoing research on trends, technologies within your field.

Competencies

• Accountability
• Tolerance for stress
• Sense of urgency
• Assertive and driven.
• Problem solving ability.
• Good interpersonal skills
• Accuracy and attention to detail
• Applying expertise and technology
• Able to work independently.
• Internally motivated
• Project management
• Professionalism regarding time, costs, and deadlines
• Good knowledge of current trends, technologies, and a strong ability to apply that expertise in your work.
• Intrinsic drive to want to learn more and grow within your field.
• Email and telephonic etiquette

Requirements

• 1 - 2 years working experience as a LMS Administrator
• Excellent written and verbal communication skills
• Advanced Excel and Word skills
• Matric
• Relevant diploma or degree