Job Opportunities at Hollard Insurance

Role Objectives:

• The Business Administrator is responsible for providing expert client service by understanding and addressing clients' financial needs, recommending appropriate insurance policies, and ensuring ongoing policy management. Additionally, this role supervises the handling of advanced escalations, provides mentorship to newly appointed advice representatives, and oversees the resolution of complex customer issues. The individual in this role will also ensure compliance with regulatory requirements and maintain accurate records.

Key Responsibilities:

Client Consultation & Policy Recommendations:

• Field calls from clients to understand their financial needs and goals regarding insurance.
• Conduct needs assessments to determine appropriate life insurance coverage.
• Explain various life insurance options, including term and whole life policies, to meet clients’ needs.
• Recommend suitable policies based on clients’ financial status, needs, and goals.

Sales, Networking & Policy Management:

• Build and maintain a strong client base through effective relationship management and networking.
• Assist clients in completing insurance applications, ensuring all policy requirements are met.
• Monitor and update clients on policy changes, new products, and opportunities for additional coverage.

Claims Assistance & Compliance:

• Provide guidance and support to clients throughout the claims process, addressing any questions or concerns.
• Ensure all activities comply with South African insurance regulations and Hollard policies and procedures.
• Maintain accurate and uptodate records of client interactions, policy details, and financial transactions.

Supervision & Support on Advanced Escalations:

• Supervise the handling of advanced escalations, ensuring cases are resolved efficiently, effectively, and in accordance with company policies and regulatory requirements.
• Manage complex and highpriority customer issues, including executivelevel escalations, premium rerates, and special policy restarts.
• Provide guidance and mentorship to newly appointed advice representatives and their respective teams to achieve performance goals.

Team Management & Compliance Oversight:

•  Conduct regular team meetings to review performance, discuss challenges, and share best practices.
•  Ensure the Advanced Escalations team handles cases with advanced expertise and in a timely manner.
•  Supervise the handling of AML service escalations and ensure compliance with regulatory requirements.
• Oversee the maintenance of detailed and accurate records of all customer complaints and advanced resolution cases.

Complex Issue Resolution:

•  Serve as the point of contact for complex and highpriority customer complaints.
•  Address escalated customer issues that require higher authority or specialized attention.
• Customer Focus Dedicated to meeting the expectations and requirements of clients, acting with clients’ best interests in mind.
• Leadership: Capable of guiding and mentoring team members to achieve high performance and resolve escalations effectively.
• ProblemSolving: Uses rigorous logic and methods to solve difficult problems, with effective solutions.
• Attention to Detail: Thorough in accomplishing tasks, ensuring accuracy and compliance.
• Integrity and Trust: Maintains the highest standards of integrity, showing consistency between words and actions.

Required Knowledge and Experience    

• Strong communication and interpersonal skills.
• Ability to conduct thorough needs assessments and make informed recommendations.
• Expertise in managing complex customer issues and escalations.
• Proficiency in understanding and explaining complex financial products.
• Excellent organizational and recordkeeping skills.
• Knowledge of South African insurance regulations and compliance requirements.
• Previous experience in insurance, financial consulting, or a similar clientfocused role is required.
• Experience in managing escalations and supervising teams is highly desirable

Educational Requirements    

• A minimum of a high school diploma or equivalent; a degree in finance, insurance, or a related field is preferred.
• Relevant industry certifications (e.g., RE5) are advantageous

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Role Objective:

• This Claims Negotiator role will be responsible for managing Branch claims assigned, within the branch mandate, within the set standards required by the company thus contributing to the productivity of the claims department. Maintaining the standards of the claims department thus enhancing the image of Hollard, as well as ensuring technical aspects for claims settlement are adhered to. Contribute to the growth and profitability of Hollard and Ensure strong working relationship between all stakeholders.

Key Responsibilties:

• Technical expertise: To evaluate and investigate all claims received in order to prevent possible leakage to the company in the settlement of claims.
• Customer service: Maintain a high level of service to customers (internal and external) according to service level agreements and within the service standards as set by the
• Service to brokers: Over and above normal claims processing duties such as technical advice and other
• Effective and timeous communication: Communicate in a professional manner with internal and external parties and respond to queries within 24
• Registration: All claims received to be registered within 24 hours of receipt
• Required Knowledge and Experience    
• Good knowledge of Commercial & Personal insurance with at least 5 years’ experience
• Claims procedure
• Insurance terminology
• Legal knowledge (prescription act, insurance act, FAIS)
• Underwriting knowledge (ability to interpret policy wording, understanding how claims information impacts on underwriting)
• Basic risk assessment knowledge (understand the assessment process, with an ability to appoint the right assessor)
• Reinsurance and treaties (basic understanding)
• Product knowledge
• Basic financial knowledge (estimates, premiums, co-insurance)
• FAIS compliance

Educational Requirements    

• NQF 4 Insurance qualification or equivalent advantageous

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• This role is mostly focussed on delivering business value through projects using one or more of the core proven frameworks in the Continuous Improvement Team’s toolset, which include Root Cause Problem Solving, Lean Process Improvement, Management System Design, Target Operating Model Design and Leveraged Revenue Generation.
• Introduction and testing of new technologies (like Machine Learning, AI, RPA, etc…) forms part of the team’s scope, but is only considered where introduction of the new technologies will support optimisation of value and efficiency. I.e. optimisation and simplification always precedes automation. The team works on both business specific and IT related projects. The key output for this role is to ensure delivery of the business case benefit for every project. I.e. a project s not done until the benefit is delivered. 

Key Responsibilities

As the CI team delivers all work via Projects, this role will be specifically be responsible for the:

• Initial conceptualization & design of solutions
• Business case creation and presentation for approval
• Following, and improving the CI Specific Project Management Standards
• Following, and improving the CI Specific Optimisation Framework Standards
• Facilitating & Supporting Project Specific Meetings
• Facilitating and Performing Change Management related functions
• Delivery and Tracking of Business Case Value

This role is further required to:

•  Effectively engage with, and build strong relationships with the Hollard Executive Committee, as well as with all other Hollardites.
•  Produce a high quality and professional output at all times
• We are looking for individuals who are extremely hungry for learning, growth, and making an impact, as this benefits the individual, the team, and the overall business.

Required Knowledge and Experience    

•  Strong experience in Project Management is preferred
•  Previous work experience with the Large Consultancies is an advantage
•  Experience with Lean Optimization is beneficial
•  Experience in Short-Term Insurance is an advantage  
•  Analytical Thinking
•  Lean Process Optimisation
•  Root Cause Problem Solving
•  Target Operating Model Design
•  Management System Design
•  Professional Presentation Skills
•  Assertiveness & Influence
•  Advanced Microsoft PowerPoint Skills
•  Advanced Microsoft Excel Skills

Educational Requirements    

• Honours degree 
   

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• The Business Improvement Consultant plays a critical role in driving process improvement across the Shared Services Portfolio. Reporting to the Service Delivery and Improvement Manager, this position is pivotal in identifying and implementing operational efficiencies, leading automation initiatives, and spearheading service improvement projects. The ideal candidate will be a problem-solver and collaborator, adept at working with cross-functional teams to deliver measurable improvements in business processes and operational effectiveness.

Process Improvement

• Conduct thorough assessments of current business processes and identify areas for improvement
• Develop and implement strategies to optimise operational efficiency and productivity
• Design and implement process improvement initiatives, including workflow redesign, automation, and technology integration
• Monitor and evaluate the effectiveness of implemented improvements and make necessary adjustments
• Stay updated on industry best practices and emerging trends in business process improvement
• Understand the process landscape across the business
• Work closely with business to document end-to-end processes across the business (as-is and to-be)
• Maintain process repository, including version control and process changes/updates

Stakeholder Management

• Engage with stakeholders to define project objectives, scope, and deliverables
• Build relationships and collaborate with key stakeholders across all levels of the organisation to champion continuous improvement initiatives
• Engage with all impacted end users and key stakeholders to ensure successful change management
• Work comfortably with staff at all levels, from front-line workers to the Executive team

Data Analysis & Reporting

• Analyse data and metrics to identify trends, patterns, and opportunities for improvement
• Provide guidance and support to project teams throughout the implementation process

Continuous Improvement

• Apply Lean Management principles and other continuous improvement methodologies to prioritise and projectise improvement opportunities
• Identify and execute various automation opportunities within Shared Services
• Foster a culture of continuous improvement across the organisation
• Look for process, people, and technology improvement opportunities across the Shared Services function

IT Collaboration

• For IT-related initiatives, work with IT teams to prioritise, build, test, and deploy required functionality

Required Knowledge and Experience    

• Min 5 years’ experience in an operational improvement role, preferably from a consulting environment.
• Demonstrated experience in process improvement within the financial services or insurance industry
• Proficiency in process mapping tools and methodologies (e.g. Six Sigma, Lean, BPM)

Technical Skills

• Proficient with MS Office Toolset (Excel, PowerPoint, Word, Visio)
• Experience with Copilot and other AI toolsets preferred
• Knowledge and experience with Continuous Improvement Methodologies (Lean, Theory of Constraints, Six Sigma) preferred
• Proficient in data analysis and process mapping tools
• Strong analytical and problem-solving skills
• Ability to quickly analyse and interpret performance data, identify trends, and establish root causes

Project Management

• Excellent project management and organisational abilities
• Flexibility to adjust to multiple demands and shifting priorities
• Business Acumen
• Good business acumen and ability to negotiate with customers and business partners
• Strong customer orientation and ability to manage customer expectations

Interpersonal Skills

• Strong communication and interpersonal skills
• Ability to work collaboratively with cross-functional teams
• Self-management skills (can organise work, space, time)

Additional Competencies

• Adaptability and resilience in a fast-paced environment
• Ability to influence and lead change across all levels of the organisation

Educational Requirements    

• Bachelor’s degree minimum,
• Honours preferable in Business Administration, Industrial Engineering, Operations Management, or a related field
   

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Role Objectives:

• This role seeks an experienced commercial customer insights and analytics manager with strong strategic and analytical skills. Proven ability to drive actionable insights that influence business strategy is a prerequisite for success in this role.

Key Responsibilities:

•  Marketing Research Strategy
•  Research Design
•  Insights Reporting
•  Actionable Insights
•  Stakeholder Engagement
•  Cross-functional collaboration
•  Industry Trends
•  Leadership & Team Management

Required Knowledge and Experience    

•  Proven experience in the insurance or financial services sector
•  Minimum 6-8 years of related experience is required
• Insurance industry experience. 
• Research methodology and implementation. 
• Business to business marketing.
• Strategic thinker. 
• Ability to influence and collaborate across functional teams. 
• Communicate effectively. 
• High performance
• Excellent communication
• Leadership experience

Educational Requirements    

• Bachelor's degree or diploma in Research, Commerce, Mathematics or related field