Job Opportunities Available at Telesure Investment Holdings (TIH)

Job Purpose

• To recover damages from the insured third parties following losses suffered by the customers and negotiate the reduction of claims cost and retention of the customers.

Responsibilities

Settlement Negotiation

• Utilising your expertise to successfully negotiate the appropriate settlement with third party insurers/representatives in accordance with the relevant law and standard operating procedures and make relevant recommendations to senior colleague(s).

Payment Management

• Effectively manage payments from third party insurers/representatives.
• Investigation and Analysis
• Identify, gather relevant information, analyse and Investigate the merits of the claims in accordance with standard operating procedures and regulatory laws.
• Determine and decide the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery.

Customer Management

• Manage short term insurance customer (policy holder) relationships and expectations by using relevant operating system(s). Review, verify and update the customer claims in accordance with standard operating procedures. Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures.

Document Preparation

• Prepare an appropriate letter of demand to the third party insurers/representatives in accordance with the standard operating procedure. Produce accurate evidentiary reports for submission to third parties.

Correspondence

• Respond to routine requests using form letters or emails and to more unusual requests by editing templates to create customised responses.

Continuous Development

• Ensure up-to-date knowledge of company products, systems and procedures.  Develop and maintain an understanding of relevant external regulation, and industry best practices through ongoing education.

Governance

• Understand and manage SLA timeframes and legislative prescriptive timeframes with the third party insurers/ representatives and act timeously to resolve problems.

Work Scheduling and Allocation

• Organise own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Education

• LLB degree or a Diploma in the legal field (Essential)

Experience

• 2-3 years' legal recoveries experience (Essential); Experience in the short term insurance environment (Advantageous).
   

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Job Purpose

• Oversee and manage the successful end to end planning, execution and delivery of multiple projects, to the required business objectives within the constraints of time, cost and quality.

Responsibilities

Program and Portfolio Management

• Initiate and lead the governance and delivery of a program or group of significant projects within a function, using an appropriate project management methodology to give assurance that intended outcomes are identified and achieved.
• Ensure the alignment of the program to the business strategy.  
• Oversee and ensure projects are realistically planned, organised and resourced, to deliver against requirement / project plan.

Program Deliverables

• Lead the planning and delivery of a wide range of information gathering and stakeholder consultation activities and specify, negotiate, and agree on program and project deliverables ensuring integration across the program.
• Make decisions regarding the program, in context of the program boundaries, within the overall envelope of approved time, cost and scope and is accountable for the results of the program. Ensure a clear understanding of the program goals and stakeholder expectations.

Program Stakeholder Engagement

• Develop and implement stakeholder engagement plans for  programs, to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice.
• Ensure effective communication to business owners, internal customers and other relevant stakeholders, to keep them informed, facilitate decision making, take corrective action and set direction.
• Build sound working relationships with all relevant stakeholders, delivery partners and 3rd parties.
• Ensure the effective facilitation of all stakeholders’ input.

Program Risks and Issues Management

• Manage identification of risks, issues, dependencies, and constraints associated with the program, escalating these where appropriate. Where necessary, develop, agree on, and implement solutions to overcome these.
• Transparently manage and control delivery through effective management and communication of risks, issues, expectations, scope change and decisions required.

Program Resource Management

• Oversee the management of the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation.
• Motivate resources to achieve a unified approach.

Program Reporting and Reviews

• Draft program review reports and presentations, including key information, commentary, and recommendations to support the review process and enable stakeholders to evaluate progress and agree on change.
• Track and report on the financial business benefit reports.

Project and Program Governance

• Ensure compliance of projects within the program to EPO project governance framework and methodology.
• Ensure effective and efficient project administration including project documentation, schedule planning and maintenance.

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 understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

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

• 7 or more years’ experience in the discipline of Project Management (Essential); Previous senior project management or program management experience (Advantageous); Experience in Financial Services Industry (Advantageous).
   

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Job Purpose

• Plan, initiate, and manage enterprise projects. Lead and guide the work of specialists and serve as the liaison with Senior Managers, Executives and Exco to identify business needs to design and describe solutions that can deliver value. Plan project stages and assess business implications for each stage. Monitor progress to assure deadlines, standards, and cost targets are met.

Responsibilities

• Project Management
• Accountable for the the delivery of a major part of the organisation's project management program. Take overall accountability for a number of business-critical projects.
• Effectively analyse and manage demand, work allocation and resource availability to support delivery of multiple initiatives and projects. Track in-progress projects to elevate risks and issues, review projects if they are not forecasted to achieve the value they originally promised. Provide the best results on all projects within timelines and budgets.
• Stakeholder Engagement
• Engage, and build relationships, with stakeholders across the TIH value chain.
• Participate in Exco meetings and be able to present to, and debate with, senior executives. Facilitate workshops with large groups of stakeholders. Work with front-end, back-end developers, marketing, sales, service departments to ensure a holistic management of deliverables.
• Engage with third-party suppliers or providers to deploy new technology and review and execute the deliverables.
• Data Collection & Analysis
• Gather project data and report on the state of the project portfolio.
• Insights and Reporting
• Contribute to the design and creation of reporting strategies and templates for Exco and senior management. Lead execution of complex reports to provide a performance overview for the key portfolios. Identify and interpret complex patterns and trends, and translating those insights into actionable recommendations.
• 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.
• 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.
• Continuous Improvement
• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered on existing products, systems and processes.
• Internal Communications
• Execute a communications plan within established internal communication systems and procedures. Send Communications to Exco or senior management on project tracking and problems to gain buy-in for changes to processes and procedures.
• 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); Relevant Certifications in Project Management / Business Management (Advantageous)

Experience

• 6 or more years substantial general work experience together with comprehensive job related experience in own area of expertise to fully competent level (Essential); Knowledge of project / software delivery life cycle (Essential);  
• Experience in the contact centre environment (Advantageous); Knowledge of short-term insurance industry (Advantageous). 2 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

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Job Purpose

• Support the work of the Marketing team on all work directed at planning and executing the marketing campaigns against set targets and budgets. Collaborate and work with other teams within Group Marketing.

Responsibilities

• Marketing Planning
• Contribute information to marketing and campaign plans. Coordinating the Marketing campaign calendar and ensure that all campaigns are executed timeously. Checking and trafficking the sign-off process on all creative development of campaign materials, such as emails, sms, app notifications, etc. Coordinate the campaign code process (aka as VDNs), from requesting the campaign codes, to ensuring they’re on the campaign management system and ready for campaign deployment. Check and test all campaign codes are active on all systems/platforms, e.g. test hyperlinks on campaign emails, SMS’, Facebook ads, and any other campaign channel to ensure the leads from those hyperlinks are received and recorded on internal systems.
• Marketing Execution
• Use the marketing system and protocols to deliver mostly routine support services.
• Assist with customer service response protocol to ensure all responses to queries and complaints (online, email, sms) are appropriate, timeous and consistent. Coordinate and ensure all Cost Estimates and Invoices are signed and distributed to the correct person/department. Assist on a variety of ad-hoc marketing and communication initiatives, as needed.
• Brand Management
• Use the brand management system and protocols to deliver mostly routine support services. Management of branded elements/collateral. Ensuring brand inventory is kept and tracked. Assisting with ordering branded items from suppliers. Making sure branded items are delivered to events where needed and are placed according to brand standards
• Marketing Campaign Development
• Carry out supplier and contract management tasks to support advertising/ promotion/other marketing campaigns. Assist in compiling briefs to internal and external service providers, e.g. creative brief to the internal creative studio; data request brief to Data Science and Analytics, creative brief to external agencies.
• Marketing Communications
• Assist with the development and delivery of marketing communications to support the business plan and increase retention and customer lifetime value.
• Stakeholder Engagement (Internal)
• Support stakeholder engagement by arranging actions, meetings, and events. Compile campaign briefs to call centre and operations to ensure that all call centre agents are timeously advised of new campaigns and that required product training has been completed.
• Data Collection & Analysis
• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Assist in tracking all campaign reports from Email Service Provider, SMS Service Providers, Telephony systems, and any other software tool, or otherwise, used for the execution of the tactical campaigns. Ensure management and trafficking logs with other internal departments such as IT, Digital Development team.
• Personal Capability Building
• Develop and maintain excellent process or technical skills, develop and maintain an understanding of relevant technology, by participating in assessment and development planning activities as well as formal and informal training and coaching.
• Organizational Capability Building
• Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.
• Project Management
• Support others by carrying out a range of project management activities. Ensuring chase lists are sent from channels, maintain project plans for each marketing campaign and ensure timelines are adhered to.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); 3-year business related diploma or degree in Marketing Management (Advantageous)  (Required)

Experience

• 2-3 years' experience in a Marketing Assistant role (Essential); Experience working within a Financial Services Industry (Advantageous).

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Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

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

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

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

go to method of application »

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

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

• General Education Matric

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).