Job Opportunities at Oneplan Underwriting Managers (Pty) Ltd

Client Engagement:

• Execute on the vision and overall customer segment strategy
• Provides strategic input into the customer segment strategy
• Provides insight in terms of optimising performance and profitability
• Develop mechanisms to obtain and provide feedback on customer insight
• Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
• Ensure pre-emptive customer solutions.
• Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
• Improve client service experience, create engaged clients, and facilitate organic growth
• Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
• Participate in the communication with clients via omni-channel including telephone, mail, email, messaging app, and social media.
• Handle complex and escalated client service issues
• Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new products offerings
• Build/maintain rapid channel of communication to client in case of service-related issues and events
• Represent the “Voice of the Customer”
• Create a culture of Customer/Client Centricity
• Ensure adherence to standard operating procedures in all engagements.
• Ensure follow up and follow through on all client queries
• Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
• Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
• Demonstrate the Oneplan Values and Culture in all engagements with the team.
• Leverage team success to drive all initiatives and experiences with clients.
• Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
• Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s queries from end-to-end to ensure a world class client service experience.
• Support cross functional work areas targeted to resolve issues raised by clients.
• Proactively gather client feedback to coach and mentor the Team.
• Escalate unresolved issues to the appropriate internal teams

Quality, Consistency and Compliance

• Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
• Ensures that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.)
• Analyses empirical customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
• Understanding the competitor offerings and opportunities to differentiate.
• Responsible for the achievement of revenue and cost management objectives for Service
• Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
• Accountable for risk and compliance as it relates to Service.
• Ensures remediation of all audit findings for Service.

Leadership

• Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
• Adopts the new ways of work culture and the creation of empowered teams.
• Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
• Drives the company’s diversity and transformation objectives.
• Develops mechanisms to obtain and provide feedback on staff satisfaction.

Operational Effectiveness

• Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
• Complete accurate and timely administration records.
• Submit to the Manager of Customer Care all relevant reports, paperwork.
• Any additional responsibilities as required from time to time
• Ensure you and your team comply with company policy and procedures

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Undergraduate/Postgraduate qualification in related field advantageous
• 4 – 6 years of experience within a digital environment in a leadership role
• Marketing qualification or experience will be advantageous

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
• Pc Literacy – In-depth knowledge of Word, excel, email and Internet 
• Have the ability to interpret business requirements and assist management in effectively running day to day operations.
• Actively participate in team meetings
• Ability to work in a team orientated environment and contribute in a positive manner
• Ability to meet deadlines within time constraints
• People management skills;
• Conflict handling skills
• The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward

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HR Transformation 

• Lead the HR transformation strategy and initiatives, aligning HR practices with the organisation’s goals and objectives.
• Collaborate with HR Manager and business leaders to assess current HR processes and systems, identifying areas for improvement and implementing best practices.
• Develop and execute a comprehensive HR transformation roadmap, incorporating process improvements, system enhancements, and change management strategies.
• Drive the implementation of HR systems and technologies, ensuring integration with other relevant platforms.
• Define and implement HR policies, procedures, and guidelines, ensuring consistency and compliance across all locations.
• Develop and deliver HR training programs to enhance HR knowledge and ensure consistent application of HR policies and practices.
• Drive organisational change by promoting HR initiatives, fostering a culture of continuous improvement, and enhancing employee experience.
• Collaborate with cross-functional teams, such as IT, Finance, Operations and Compliance, to integrate HR systems and ensure data accuracy and integrity.
• Monitor HR performance metrics and analytics, identifying trends and making recommendations for process improvements and enhanced HR service delivery.
• Ensure compliance with HR laws, regulations, and data privacy requirements.
• Provide guidance and support to HR team and business partners, promoting a customer-centric approach and effective HR service delivery.
• Stay updated with emerging HR trends, technologies, and best practices, bringing innovative ideas to enhance HR transformation initiatives.
• Collaborate with internal and external auditors to ensure compliance with HR controls and regulations

BEE Management 

• Demonstrate deep understanding of the BBBEE legislative framework, codes, best practices, emerging and future legislative and practice standards and leverage this as internal advisor and execution lead on BBBEE.
• Assess and analyse company information assess risks, evaluate opportunities and develop and engage and guide on strategies, actions and implementation approaches that support achievement of overall strategic BBBEE goals.
• Address issues of non-compliance throughout the business and escalate issues of consistent non-compliance
• Apply strategic thinking to government legislation, problem solving and developing value-adding strategies which align BBBEE legislation and objectives, the spirit of transformation and business strategy.
• Engage with external consultants, industry bodies, partners and internal leaders to guide and direct practical and actionable BBBEE aligned business decision making.
• Track and communicate results at the senior leadership level.
• Ability to access and analyze quantitative and qualitative data, assess risks, anticipate bottlenecks, address partner concerns, make tradeoffs, and balance the business needs as they implement centralised guidance around the transformation program.
• Engage with external consultants, industry bodies, partners and internal leaders to guide and direct practical and actionable solutions that fit the unique business context
• Track Company's BBBEEE contributions and ensure the integrity of data and documentation of elements.
• Co-ordinate the company BBBEE process and guide and assist Executives, Senior Managers in the crafting of appropriate strategies and action plans to set and achieve the committed targets
• Driving B-BEEE compliance throughout the business which includes the education of all BBBEE stakeholders on relevant codes of good practice. Build effective relationships with stakeholders internally and externally.
• Coordinate Annual B-BBEE Audit and conduct internal and mini-audits across operations to ensure proactive gap closing, preparation for the annual BEE audit and close engagement with the verification agency.
• Conduct information sessions with the Committees to highlight major changes, concerns, strategies, action plans.
• Manage internal reporting and analyze B-BBEE data reports and make recommendations or initiate corrective action.

Organisational Culture

• Oversee the creation and implementation of programs that build momentum for anti-racism, equity, and inclusion.
• Develop, communicate and administer HR policies and procedures that maintain and improve employee relations and shape organisational culture.
• Assess and advance employee engagement and satisfaction, with particular attention to the experiences and needs of those who have been historically marginalized.
• Serve as HR contact for all employees; proactively engage employees to improve working relationships, build morale, and increase productivity and retention; communicate openly and frequently, keeping staff informed on benefit resources, organizational events and other pertinent information.
• Manage and resolve complex employee relations issues; where applicable, conduct effective, thorough and objective investigations.

Governance and Risk

• Input into business operations risk, through continuous internal and external monitoring of business impact, as well as changes in stakeholder needs.
• Provide feedback to the relevant stakeholders within HR to initiate improvement projects that will increase profits or protect against risks in the function.
• Establish and maintain the highest ethical standard in employment practices, including compliance with all statutory requirements.
• Work closely with the HR Director, fellow HRBP’s and the HR team to continuously monitor and identify opportunities for improvement in the efficiency and quality of HR services.
• Engage line management to advocate and demonstrate compliance with HR policy and champion interventions.

HR Data Analytics and Insights

• Provide reports and metrics to business to allow for informed decision making
• Analysis of people and payroll data in key functional areas to identify efficiencies and cost optimization
• Develop new HR reporting tools
• Identify opportunities to enhance employee engagement and/or improve business performance

Employment Equity Management

• Accountable for employment equity (EE) compliance
• Manage potential reputational and compliance risks relating to EE
• Drive commitment and supporting strategies to improve business
• Communicate and educate all relevant stakeholder groups on regulatory impacts and best practices
• Drive transformation throughout the organisation
• Minimize identified EE Risks in the business through the engagement with Line Managers in order to formulate the EE Plan and required interventions.
• Research best practice/ benchmarks and incorporate into EE Practices.
• Analyse trends in reporting and make recommendations.

Skills Development Management 

• Conducting skills audits and gap analyses to assess existing and desired competencies.
• Developing and updating workforce development plans.
• Collaborating with managers to design, deliver, and evaluate learning programs.
• Providing guidance and support to managers and employees on career development, performance management and succession planning.
• Managing budget resources and logistics of activities.
• Researching best practices and emerging trends in workforce development.
• Measuring and reporting on the outcomes and impact of initiatives.

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Leadership

• Through effective inspirational leadership, facilitate the creation of accountable, full-service teams who understand and strive to meet the needs of all stakeholders.
• Role model behaviour and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management.
• Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.
• Communicate and maintain trust relationships with shareholders, business partners and authorities.

Requirements

Minimum Academic, Professional Qualifications & Experience required for this position

• Postgraduate qualification in Human Resources, Industrial and Organisational Psychology or related field
• Minimum 8 years progressive experience as a HR Business Partner, HR Manager, or similar role

Functional Competencies

• Emotional Intelligence
• Ethical Practice
• Business Acumen with a sense of urgency, problem solving and critical thinking skills.
• Proficient in Excel, Word and Power Point.
• Through knowledge, understanding and application of best practice Human Resources
• Relevant legislation
• Remuneration and Reward principles
• Employee Engagement and diversity management
• Critical Judgement and Decision making
• Exemplify adaptability, Diversity, and inclusion
• Building and developing Talent