Job Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

The Talent Acquisition Specialist is responsible for consulting with the relevant stakeholders to understand the workforce needs and develop talent acquisition strategies to source, attract and hire best-in-class talent.

Responsibilities

Recruitment Management

• Collaborate regularly with department managers, and proactively identify future hiring needs for a given area. Attract and select candidates for mid-level and high-level jobs. Promote company's reputation as "best place to work." Monitor and apply HR recruiting best practices.

Internal Client Relationship Management

• Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.

Recruitment Campaigns

• Contribute to the creation of recruitment campaigns; research the characteristics of key candidate target groups; propose channel and media selections and messaging content; design events; draft communications content and agency briefings.

Future Talent Recruitment

• Contribute to the creation of future talent recruitment campaigns; propose campaign messaging based on analysis of values and aspirations of graduates/ school leavers; make evidence-based proposals for channel and media selection (including career fairs); design events; draft communications content and agency briefings.

HR Data Analytics and Insights

• Deliver complex analyses of HR data; identify key trends and contribute to the creation of HR insights that enable the diagnosis of business issues, enhancement of employee engagement, and/or improvement of business performance.

HR Data Management

• Verify the accuracy and completeness of HR data provided and enter into HR information systems, following defined procedures.

Policy Implementation

• Work within established procedures to achieve specified goals.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.

Organisational Capability Building

• Provide coaching to team members to develop their skills.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• University Degree (Advantageous)

EXPERIENCE General Experience

• 5 or more years' experience in sourcing talent in the insurance/financial services industry focused on specialising in acquiring professional individuals (Essential)

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JOB PURPOSE

Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim. Assist with any adhoc administrative tasks and provide support the Inbound Team as and when required.

RESPONSIBILITIES

• Customer Management (Internal) Respond to customer emails and ensure follow up calls where required in a professional manner. Manage and resolve customer complaints and provide product and service information to customers. Identify customer claims and route calls to appropriate department. Help manage customer by carrying out standard activities to complete the customer request. Analyse and respond to emails received, ask questions and probe for clarity to gather relevant information to assist in resolving customer complaint or request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information andinvestigate claim. Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.

Work Scheduling and operational compliance

• Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA. Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately). Remain up to date current and new product knowledge to enable effective decision making.

Administration

•  Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs. Update policy information e.g. change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external). Ensure regular feedback to services department and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the services department.

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers. Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

EDUCATION

General Education

•  Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification(Advantageous).

EXPERIENCE

General Experience

• 1-3 years Financial Services industry experience (Essential); 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous); STI experience and VAPS experience (Advantageous).

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JOB PURPOSE

Provide administrative and customer support to the retentions department whilst effectively building and maintaining relationships with internal and external stakeholders.

Client & Customer Management

• Acts as the central contact point for all client complaints, queries and claims, distributing them to the relevant parties accordingly, within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide appropriate and timeous solutions to client problems and queries or escalate where necessary to ensure customer satisfaction and retention. Provide timeous feedback to clients regarding queries.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.

Administration

• Allocate and monitor work timeously to ensure efficiencies within the department along with preventing backlog. Effectively monitor all diary and bin entries on a daily basis and allocate accordingly.

Document and Data Management

• Ensuring accurate and comprehensive data capturing of customer information to safeguard against risk with a high degree of attention to detail and quality. Record all client information on the National Feedback System (NFS). Capture the stats for all teams on the NFS system. Update the new matter spreadsheet on an on-going basis. Manage the Ombudsman payments on a monthly basis, allocating the payment and submitting these for authorisation.

Data Collection & Analysis

• Collate and analyzing information for management and financial reporting.

Work Scheduling and Allocation

• Organize own work schedule in order to get the job done. Supervise junior administrators and assign short-term tasks to others if necessary

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Submit all new policy queries and settled complaints to the Quality Assurance Department. Submit documentation to the Ombudsman Short Term Insurance (OSTI) department as required

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Diploma or Degree (Advantageous)

General Experience

• 2 or more years operational admin and data analysis, within a financial service environment (Essential)

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JOB PURPOSE

Ensure valid and accurate processing of refunds against company policies and procedures.

Customer Relationships Development

• Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.

Customer Management (External and Internal)

• Help manage clients by carrying out standard activities and providing support to others. Provide feedback to customers within turnaround times.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure. Ensure refunds are processed in line with policies and procedures to ensure validity and prevent fraud.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance.

Requirements

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 1 (Advantageous)

General Experience

• 2-3 years' financial services experience (Essential)

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JOB PURPOSE

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Focus on customer premium collection and reinstatement. Has a solid knowledge of products and systems, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Customer Needs Clarification

• Set clear objectives for each call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Customer Service

• Provide a quality service to customers while identifying alternative collection opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Management

• Help manage customers by carrying out standard activities.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's

Data Collection & Analysis

• Extract relevant data from information provided by others.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Requirements

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognized qualification (Advantageous); Class of Business Certification (Advantageous)

General Experience

• 1 year retentions experience(Essential); Experience in Financial Services Environment (Advantageous); Experience in collections environment(Advantageous)

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JOB PURPOSE

Provide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end-to-end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call centre techniques in order to support an excellent delivery of the customer experience.

RESPONSIBILITIES

Customized Coaching Plan and Delivery

• Develop training courses to fill gaps in existing programs, methods, or tools. Run training programs for specific technical areas using prepared content. Provide one-on-one coaching to improve performance (product knowledge, policies, procedures, and compliance). Ensure that each consultant is guided and coached in accordance with the measures, goals and objectives set for them. Align internal stakeholders (Learning and Development Department) to ensure training stays relevant. Ensure effective change management to consultants in terms of communicating and procedural changes in applicable process’, scripting, product knowledge etc. Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.

Coaching Needs Analysis

• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions. Identify coaching opportunities by considering the end-to-end customer experience failures.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Identify, within consultant's performance, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.

Work Scheduling and Allocation

• Organize own work schedule each day in line with changing priorities.

Insights and Reporting

• Extract and combine data to generate standard reports. Provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement. Present findings and recommendations on possible coaching opportunities to management for approval to implement coaching initiatives. 

Internal Client Relationship Management

• Build effective working relationships within the internal support departments within the organization, delivering high-quality professional services. Consult and provide feedback and support to consultant's managers and consultant in terms of required coaching needs. 

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfil personal potential. Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

TECHNICAL COMPETENCIES

Coaching Development

• Provide technical guidance when required to motivate all employees to grow and develop so that they can utilize their knowledge and experience needed to help the organization reach its goals.

Verbal and Written Communication

• Use clear and effective verbal and written communications skills provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Planning and Organizing

• Plan, organize, prioritize, and oversee activities to efficiently meet business objectives and provide technical guidance when required.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Assessment

• Provide technical guidance when required to analyse data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Presentation skills

• Communicate with other people and provide technical guidance when required to speak in a clear, concise, and compelling manner.

Policy and procedures

• Monitor, interpret and understand policies and procedures, make sure they match organizational objectives and provide technical guidance when required.

Computer skills

• Support business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. Proficient in Microsoft Office Suite; Telephony Systems; Computer literacy.

Reporting

• Provide technical guidance when required on creating relevant, lucid, and effective reports.
• LMS, e-learning and computer-based training
• Apply concepts of knowledge / skill independently and able to provide technical guidance when required.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS recognized qualification (Essential)
• RE 5 (Essential)
• Diploma or certificate in coaching or training (Essential)
• Relevant degree in coaching or training (Advantageous)

EXPERIENCE 

General Experience

• 2 – 3 years’ experience within a customer service and/or claims environment as a coach (Essential)
• 2 – 3 years short term insurance industry experience (Essential)

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JOB PURPOSE

Effectively and efficiently support the specific teams with operational requirements, maintain effective relationships with external partners and internal personnel through effective administrative activities to meet business requirements.

RESPONSIBILITIES

Administration

• Produce, update, and provide best practice administrative support to the team and external partners. Ensure effective management of Manager's diary. Maintain records of the birthday calendar for Internal teams and external partners. Log technical issues on behalf of internal and external partners. Ensure Travel arrangements (Car Hire, Accommodation and Flights) are completed. Assist Human Resources with quality assurance of staff lists, data verification, and leave management. Initiate and monitor the administration of onboarding and/or offboarding processes to ensure that all processes are completed accurately, efficiently, and on time. Coordination of RE and STI courses.

Document Preparation 

• Prepare moderately complex documents using a variety of computer applications such as Microsoft Office. Also responsible for gathering and summarizing data for reports. Ensure the accuracy of commissions and ad hoc reports. Assist and support managers with the preparation of presentations. Collaborate and provide support for compliance documents. Ensure all documents are prepped and aligned to the requirements.

Stakeholder Engagement 

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.

Work Scheduling and Allocation

• Design monthly schedule and, if necessary, assign work to managers to speed up office workflow and ensure high-priority tasks get done. Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.

Budgeting & Costing

• Track budgets and report variances to more senior colleagues. Maintenance of costs in the budget. Research and process online orders. Manage the process of reconciliation regarding the team procurement cards.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

TECHNICAL COMPETENCIES

Verbal and Written Communication

• Use clear and effective verbal and written communication skills and provide technical guidance when required to express ideas, request actions and formulate plans.

Planning and Organizing

• Plan, organize, prioritize, and oversee activities to efficiently meet business objectives.
• Timekeeping for feedback.

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

Reporting

• Create relevant, lucid, and effective reports.

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office.

Data Management

• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfil business objectives.

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations with guidance.

Attention to detail.

• Applies concepts of knowledge / skill when being attentive to details.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Secretarial and/or Administrative Qualification (Advantageous)

EXPERIENCE

General Experience

• 2 to 3 years’ work experience in a Team Assistant related role (Essential)
• Experience within Financial Services Industry (Advantageous)