Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Responsibilities
- Act as subject matter expert in research and research methodologies. Keep abreast of research best practice and SAMRA regulation, adapting all initiatives accordingly. Read industry research and keep business informed on findings that affect TIH brands, providing integrated research reports., Consult to each division in the Group regarding research requirements, advising them on appropriate research initiatives which includes but is not limited to research design, research methodology, costs, duration, sampling and questionnaire design.
- Accountable to drive the research findings back into the business and assist with the formulation of action plans to address the original research objective and business challenges based on the feedback. Integrate different information sources (primary and secondary) to provide business with a single view of the customer (marketing, service, product development and other BU's considered)., Develop and/or deliver a plan for significant aspects of a research program with guidance from senior colleagues.
- Responsible for research design (quantitative and qualitative), questionnaire design, sampling and activation of research projects.
- Adherence to research best practice (ethical and design principles considered). Responsible for the integration of research initiatives and secondary research findings across the business to create consistency and alignment of research in the Group., Ensure effective relationships with internal and external
- stakeholders to ensure that business research requirements are identified and met., Prepare and coordinate the completion of various research reports.
- Create, write and compile research findings to provide the relevant business unit with recommendations and actionable insights., Responsible for supplier management to ensure research suppliers are fully briefed on business objectives and they deliver according to expectations. Brief external research houses on requirements for outsourced research projects. Act as the liaison between the research house and business to provide information and answer questions from either party throughout the project’s life cycle., Responsible for various ad-hoc research projects across marketing, communications, service, product development, reputation and other areas, for all the TIH brands. Keep business informed on the progress of the project and manage any issues that arise.
- Ensure the use of appropriate project management methodology to give assurance that intended outcomes are achieved., Use data from a wide range of sources to analyze key themes and identify possible impacts on the business. Analyse quantitative and qualitative data sets to gain insights from data collected.
- Design of questionnaires and in-depth interviews/discussion guides, applicable to the various projects.
Education
- Relevant 3 year degree in Psychology, Research or Marketing (Essential); Relevant postgraduate degree (Advantageous) (Required)
Experience
- 3 or more years in a Research Specialist position (Essential); Market research exposure (Essential); Exposure to Project Management (Essential); Understanding/experience of the financial services/insurance industry (Advantageous); Experience at a Research Consulting firm (Advantageous).
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Responsibilities
Document Preparation
- Prepare moderately complex documents using a variety of computer applications such as Microsoft Office. Also responsible for gathering and summarising data for reports.
Research
- Researching existing and potential replacement products to prepare the most appropriate recommendations for the client in an advice document or proposal, such as: Product comparisons, insurance analysis and quoting, contacting funds for information, identifying product, fee and service offering differences. Obtaining relevant client information from various sources.
Administration
- Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues. Provide administrative support in general, if required to the Employee Benefits team
Customer Relationship Development
- Make calls (by telephone, in person and email correspondence) to allocated customers to develop new relationships and maintain existing ones.
Account Management
- Provide day-to-day support on both new and existing accounts to perform prescribed and non-routine account management activities. Help the account management team respond to more complex customer enquiries.
Product Planning
- Contribute data and information to production plans. Run reports, check accuracy, and distribute information.
Customer Relationship Management (CRM) Data
- Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
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.
Product/Service Information
- Provide advanced product/service information and respond to basic customer questions about the product/service.
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.
- Achieve talk time targets, effectiveness targets and sales targets.
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, and reading specialist media.
Education
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential); 120 FAIS Credits (NQF5) in Wealth management (Essential); RE5 (Essential);
- Class of Business (COB) (Essential); 120 FAIS (NQF6) in Wealth management/ CFP/ equivalent (Advantageous); A relevant Finance related degree / diploma (Advantageous)
Experience
- 2 - 3 years experience in paraplanning/advice assistant role (Essential);
- 1 - 2 years of experience of client facing customer service / business development support (Essential);
- Previous experience in health / medical aid industry(Advantageous).
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Responsibilities
Application Software Development
- Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.
Improvement / Innovation
- Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
Applications Software Maintenance
- Monitor, identify, and correct more complex software defects to maintain fully functioning applications software.
Testing IT Performance
- Perform website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
Information Security
- Implement and provide input on the design of required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
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 fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
Organisational Capability Building
- Provide coaching to team members to develop their skills.
Operational Compliance
- Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Application Software Roadmap
- Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
Customer Service
- Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)
Experience
- 4 or more years experience using relevant programming languages or technologies (Essential)
- Previous experience in a financial services environment (Advantageous).
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Responsibilities
Application Software Roadmap
- Define and maintain a road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
Solutions Analysis
- Develop innovative solutions by integrating and analysing complex and diverse information sources.
Stakeholder Engagement
- Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis.
- Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
Leadership and Direction
- Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
Strategy Formation and Implementation
- Develop tactical plans for optimising resources and assets being managed within a significant area or department.
Performance Management
- Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Data Collection and Analysis
- Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
Insights and Reporting
- Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.
Organisational Capability Building
- Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool.
Portfolio Management
- Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.
Application Software Development
- Develop existing applications and contribute to development of new applications by analysing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
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 fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Operational Compliance
- Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.
Information Security
- Implement and provide input on the design of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.
Education
- Bachelor's Degree: Information Technology, Grade 12 / SAQA Accredited (Essential); Recognised IT degree / diploma (Advantageous) (Required)
Experience
- 6 or more years adequate System Development experience using the relevant programming, language or technologies (Essential); Previous experience in Financial Insurance industry (Advantageous).
- 3 - 6 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)
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Responsibilities
Quality Testing
- Select the appropriate complex tests or tests from a specified range and carry out using specialised methods and equipment; validate and interpret test data to verify that specifications are met and/or to identify remedial actions required to ensure conformance or suitability.
- To take responsibility for: time management; reporting and monitoring; risk management; issue management and quality assurance.
- Carry out a range of quality management activities under the guidance of senior colleagues. Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System.
- Support the design, development, and documentation of new policies, procedures, and business processes.
Leadership and Direction
- Supervise a team performing routine work. Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals. Provide training and mentoring to more junior colleagues.
Performance Management
- Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
- Responsible for Testing Team as well as functional responsibilities aligned with improving product quality.
Project and Program Stakeholder Engagement
- Deliver stakeholder engagement activities to support development of effective project working relationships and to identify and respond to stakeholder needs and concerns.
Testing IT Performance
- Assist with the design and perform website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
- Ensure conformity to the SIT/UAT entry and exit criteria decisions.
- Responsible for Environment readiness (SIT/UAT).
- Oversee and review automated and functional test scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded and reported on.
Insights and Reporting
- Contribute to the preparation of various data and analytics reports.
- Provide status report detailing test coverage and defect analysis to relevant stakeholders.
Organisational Capability Building
- Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities.
- Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Quality Testing Design
- Validate new or existing complex test methods and procedures; identify issues and recommend improvements to contribute to further development.
- Oversee that test scenarios and scripts are prepared in a structured way, prioritised to reflect business or technical priorities and are approved by appropriate stakeholders. Scope is to cover test cycle contents and regression packs.
Operational Compliance
- Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
Continuous Improvement
- Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.
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 fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); ISTQB foundation certification (Essential); ISTQB Advanced Test Manager Certification (Advantageous); Relevant IT degree/diploma (Advantageous)
Experience
- 5 or more years’ experience in a software Test Analyst/Lead role (Essential); Experience having worked on more than 6 IT software projects (Essential);
- Knowledge of Agile process and SDLC (Software development life cycle) (Essential); Experience in the Financial Services Industry (Advantageous).
- 3 or more years supervising and directing people and other resources to achieve specific end results within limited time-frames (Essential)
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Responsibilities
Design and Conceptualisation & Maintenance
- Create, document, and maintain a library of reusable UI components, patterns, and design tokens.
- Ensure consistency and scalability of design elements across digital platforms (web, app, internal platforms - consultant portals and self-service tools).
- Maintain and evolve the Digital CI: Contribute to defining, documenting, and updating the Digital Corporate Identity to ensure consistency, accessibility, and scalability across all digital platforms. Support the broader design team with ad hoc design initiatives and projects when required.
Stakeholder 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.
- Cross-functional collaboration with product designers, UX writer, and developers to ensure the design system supports seamless end-to-end experiences across all platforms.
- Work closely with development teams to ensure components are built to specification and meet accessibility standards.
Governance & Standards
- Establish and uphold guidelines for usage, accessibility, and brand alignment within the design system.
- Conduct regular audits of digital products to identify inconsistencies and recommend improvements
Customer Needs/Experience Research
- Gather feedback from design and development teams to refine and expand the design system over time.
- Stay up to date with design trends, tools, and best practices to evolve the design system.
- Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
Product Training
- Develop training courses to meet identified needs in order to improve performance and meet business requirements.
- Provide training and documentation to help designers and developers adopt and use the system effectively.
- Act as a champion for design consistency and advocate for the value of design systems across the organisation.
Customer Experience Mapping
- Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
Product and Solution Development
- Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.
Improvement / Innovation
- Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.
Personal Capability Building
- Act as subject matter expert in an area of expertise. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential) (Required)
Experience
- Minimum of 5 years professional experience in UX/UI or Product Design, of which 2 years focused experience on design systems (creation, maintenance, or governance). Experience in the Financial Services industry (Advantageous)
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Responsibilities
Applications Software Maintenance
- Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.
Customer Support
- Carry out a range of customer support activities, including handling customer cases and enquiries that are more complex or outside the norm.
Application Software Development
- Contribute to development of existing and new applications by analyzing and identifying areas for modification and improvement. Contribute to development of new applications to meet customer requirements.
Testing IT Performance
- Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
Improvement / Innovation
- Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.
Information Security
- Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.
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 fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
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.
Education
School Grade 12 (Required)
Experience
- 1 -2 years' experience using the relevant programming language or technologies (Advantageous) Previous experience with a financial services environment (Advantageous).
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Responsibilities
Claim Quality Audit and Decisions
- Conduct complex analyses, quality tests and inspections for already processed claims as well as mandated claims.
Insurance Claims Administration
- Process assigned straightforward insurance claims, ensuring that each claim is supported by valid documentation and supporting evidence, and meeting defined customer service standards. Authorise claims within delegated authority and refer complex or unresolved issues to senior colleagues.
Data Collection, Analysis & Reporting
- Ask questions, collect data from a variety of sources, analyse information and investigate claim. Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating claims. Contribute to the preparation of various claims reports for Senior Management.
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 stakeholders on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
Document Management
- Create, organise and maintain files containing the correspondence relating to policies and matters.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous)
Experience
- 1-3 years' claims experience within the Non-Life Financial Services industry (Essential).
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Responsibilities
Coaching Needs Analysis
- Support the identification of coaching needs by analyzing performance and competence data to identify gaps in relation to required levels. Listen and assess sales calls against predefined sales measurements (achieving talk time targets, dials, conversion, closing, effectiveness and sales targets). Assess and monitor sales calls and performance to ensure effective implementation of sales coaching provided to the individual.
Customized Coaching Plan and Delivery
- Identify high priority performance issues and ensure that suitable focus is placed on addressing these issues through the creation of effective coaching interventions. Provide one-on-one coaching to improve performance (soft skills, sales techniques and rapport, product knowledge). Ensure each sales consultant is guided in accordance with the measures, goals and objectives set between the sales consultant and the coach.
Product Entrenchment
- Reinforce product knowledge, run small training programs (or pieces of larger training programs) for selected sales consultant using current content. Support the change management to sales consultants and guide and mentor the changes in sales process, scripting, product knowledge.
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 (sales improvement, trends analysis, etc) to sales consultant and management of performance improvement.
Internal Client Relationship Management
- Build effective working relationships within the internal client organization, delivering high-quality professional services. Consult and provide feedback and support to sales managers and sales 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.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential) FAIS recognised qualification or Wealth Management Qualification (Essential); RE 5 (Advantageous); Degree/Diploma in Business Management (Advantageous)
Experience
- 1 - 2 years Sales Coach experience within a call centre/customer service environment (Essential); 1 - 2 years experience in Long-term Insurance industry (Advantageous).
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Responsibilities
Financial Management and control
- Prepare monthly and annual financial statements for management and auditing purposes. Ensure effective daily cash management of the company. Record asset transactions in respect of additions, disposals and transfers on a daily basis to ensure that transactions are allocated accurately in terms of amounts, VAT, description and account.
Financial Accounting Skills
- Use full understanding of accruals accounting and the impact of entries on profit and loss account, the balance sheet and the cash flow statement. Compile complete, accurate and timely accounting records on a monthly basis. Prepare month end file with reconciliations and documentation to support the trial balance.
Financial Policies, Guidelines, and Protocols
- Assist with the delivery of financial policies, guidelines, and protocols to ensure the company complies with regulations and good financial practice.
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.
Data Collection & Analysis
- Draw conclusions and assess impact from analysis and interpretation of financial data. Interpret the impact of unusual figures identified by analytical review.
Document Preparation
- Prepare monthly and annual financial statements for management and auditing purposes. Prepare and submit monthly, quarterly and annual statutory returns.
Reporting
- Extract and combine data to generate standard reports.
Customer Management
- Establish and maintain professional relationships with internal and external Auditors and business partners on a daily basis. Provide accurate information and respond and resolve enquiries to a satisfactory outcome.
Data Management
- Generate monthly depreciation journal on the financial system. Record financial transactions on a daily basis into the applicable business systems to ensure the accuracy and completeness of information.
Improvement / Innovation
- Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.
Leadership and Direction
- Supervise a team performing routine work.
Education
- B.com degree (Financial accounting) or equivalent CA(SA) undergraduate qualification at a SAICA accredited university. Completed Honours degree (CA) (Essential)
Experience
- Completed articles experience essential 3 years post articles work experience in the Financial services industry (desirable ) (Over 3 years to 6 years). Experience of general supervision of more junior colleagues (7 to 12 months)
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Responsibilities
Operations Management
- Provide operational support by performing a range of route activities using existing systems and protocols.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
Customer Service
- Act as specialist providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (Internal)
- Help senior colleagues manage internal client and customer relationships by using relevant departmental systems.
- Effectively build, maintain and manage relationships with internal departments and stakeholders. Provide technical support, advice and recommendations when required.
Client & Customer Management (External)
- Help senior colleagues manage client and customer relationships by using relevant departmental systems. Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute and review existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Implement innovation processes to ensure continuous improvements are delivered.
- Conduct workload activities in most efficient and cost-effective manner.
Organizational Capability Building
- Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organization in own area of expertise to enable others to improve performance and fulfill personal potential.
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.
- Maintain internal knowledge and skills of industry methods and process.
- Specialize in specialist vehicle knowledge and apply skills to optimize repair cost.
Education
- Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 5 - 10 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
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Responsibilities
Governance
- Roles at this level are individual contributors operating as junior specialist with operational or administrative processes, selecting the most appropriate approach (from established options) and reacting to changing priorities / circumstances. Process specialist.
Settlement Negotiation
- Negotiate the best possible settlement with uninsured third parties in the shortest amount of time in accordance with the standard operating procedure
Payment Management
- Manage and follow-up on payment arrangements made with third parties in accordance with the standard operating procedure.
- Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures. Payment method conversions i.e. conversion of cash payers to debit orders. Effectively manage payments from third party insurers/representatives.
Customer Management
- Update, inform and notify the customers of the status of the recovery in accordance with standard operating procedures.
Data collection and analysis
- Determine and decide on the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery. Ask questions, collect data from a variety of sources, analyse information and investigate claim. Collect third party claims information by using tracing tools and techniques to establish if the third party is insured or uninsured in accordance standard operating procedure. Identify recoverable third party claims on the workbench by assessing merits in accordance with the standard operating procedures. Collate data from the the Dreamtec App to ascertain if the third party details have been obtained by the tow truck driver.
Correspondence
- Execute telephonic and written demands for payment of outstanding debt from third parties in accordance with the standard operating procedure.
Document Management
- Ensure all relevant data obtained during the course of a recovery including payment arrangements negotiated is captured accurately and timeously in order to ensure a successful outcome. Make relevant updates on the system as per standard operating procedure (frequency and standard).
Continuous Development
- Ensure up-to-date knowledge of company products, systems and procedures.
- Work Scheduling and operational compliance
- Organise own work schedule in order to get the job done, coordinating with support services and ensure completed work within SLA.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Paralegal Diploma or Debt collection certificate (Advantageous); Relevant certificate in business administration (Advantageous). LLB degree (Advantageous)
Experience
- 1-2 years call centre experience within a customer services environment in the Short term insurance industry (Essential); 1-2 years debt collection experience/Legal dealings with motor vehicle collisions. (Advantageous); Credit control experience (Advantageous);.
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Responsibilities
Project Management
- Plan, lead and manage the delivery of projects within a defined area of expertise, applying appropriate project management methodologies to achieve business outcomes. Ensure initiatives are realistically scoped, structured and resourced to meet requirements and deliver against approved plans. Maintain a strong focus on outcomes, ensuring each project delivers a tangible product, service or result. Make decisions within defined boundaries and escalate where necessary to ensure successful delivery.
Project Quality Management
- Execute quality assurance activities across all phases of project delivery. Apply established tools and controls to monitor performance, validate outputs and implement corrective actions where needed. Lead quality reviews and collaborate with delivery teams to embed quality into daily execution, ensuring deliverables meet agreed specifications and standards.
Project Stakeholder Engagement
- Implement stakeholder engagement plans to identify key stakeholders, build positive relationships and ensure inclusive participation. Communicate effectively with business owners, internal customers and delivery partners to support decision-making and guide project direction. Facilitate stakeholder input and manage expectations to maintain alignment and support successful delivery.
Project Risks and Issues Management
- Identify and manage risks, issues, dependencies and constraints that may impact project delivery. Escalate critical concerns and support the implementation of agreed solutions. Maintain transparent control by communicating risks, scope changes and decisions required, enabling timely corrective actions and informed decision-making.
Project Resource Management
- Coordinate the deployment of project resources to ensure efficient delivery and cost control. Lead cross-functional teams without direct reporting lines by fostering collaboration and a shared commitment to delivery outcomes. Project Reporting and Reviews Prepare project review reports and dashboards with key performance information, commentary and recommendations. Use project management tools to generate insights, track progress and visualise performance. Report on financial and business benefit metrics to support stakeholder evaluation and decision-making.
Project Cost Management
- Use project management tracking tools to generate insights, visualise budget performance and support proactive cost management. Provide accurate forecasts and present variances with clear narrative at key review points.
Project Governance
- Ensure consistent compliance with the project governance framework and methodology across all projects. Oversee effective and efficient project administration, including the maintenance of project documentation, schedule planning and updates, and adherence to governance checkpoints. Use project management tools to support transparent oversight, enabling timely reviews, informed decision-making and alignment with organizational standards throughout the delivery lifecycle.
Continuous Improvement
- Continuously review and assess existing project delivery practices to identifyopportunities for improvement. With support from Senior Project Managers, implement innovation processes and practical enhancements that generate new ideas, uplift delivery standards and improve efficiency. Use insights from project performance data, stakeholder feedback and lessons learned to drive meaningful change and embed a culture of continuous improvement across all areas of work.
Personal Capability Building
- Actively develop personal capabilities through formal and informal training, coaching, and participation in assessment and development planning activities.
- Maintain external professional accreditations where relevant and pursue continuous professional development to enhance performance and realize personal potential. Stay up to date with current and emerging technologies and industry best practices through ongoing education or attending conferences. Serve as a subject matter expert in a defined area of technology or operational
- management, providing guidance and insight to the team and contributing to the overall maturity of project delivery.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Certification or Accreditation in a Recognised Project Methodology (Agile, Prince2/PMBOK) (Essential); 3 year Degree or Diploma in Project management (Advantageous)
Experience
- 3 or more years’ experience in the discipline of Project Management (Essential); Experience in Financial Services Industry (Advantageous).
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Responsibilities
Customer Relationships Development
- Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
Customer Needs Clarification
- Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
- Set clear objectives for each sales 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.
Sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
Operational Compliance
- Develop working knowledge of the organisation'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.
Customer Relationship Management (CRM) Data
- Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
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 to meet SLA.
Personal Capability Building
- Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
Sales Opportunities Creation
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 1 (Advantageous)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
Method of Application
Use the link(s) below to apply on company website.
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