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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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About the Job
About the role
- The position will have a high degree of autonomy and will work with both Programme and Project Managers to ensure effective controls are in place and project delivery is on time and budget, whilst also ensuring accurate and timely status reporting to Senior Management.
Key Outputs / Job Responsibilities may include but are not limited to:
- Communication: Communication is often a key responsibility of the PMO's administrator. The administrator regularly distributes information to project team members, PMO staff members and other stakeholders in the workplace who are or will be affected by the PMO's projects. This will include preparing Meeting Agenda’s, minutes of meetings as well as supporting PMO with management of incoming and outgoing data.
- Document Management: PMO administrators manage and control documents, such as form templates, meeting minutes, reports, plans and schedules. As PMO staff members update these documents, the administrator ensures only the latest versions are available for use by PMO team members. Properly controlling revision levels prevents team members from making decisions based on old or incorrect information.
- Training Coordination: PMO administrators coordinates new employee orientation/induction and schedule training classes to advance the skills and capabilities of project managers and educate employees about changes to work processes resulting from the projects the office is managing.
- Reporting: Administrators oversee the establishment, creation and distribution of reports. The PMO is responsible for presenting status information for all projects to leadership teams. Reports show project status and health, resource availability, cost management and performance metrics. The administrator is responsible for collecting data from computer systems, updating reports and releasing information to meet schedules. Since projects represent change in the workplace, the act of creating and distributing informed reports provides a proactive communication plan to track and manage stakeholder information.
- Project Audits: Plan and manage assigned project audits according to VG standards. The Project Audits provide assurance to project stakeholders including project sponsors and business owners through providing assessment of the likelihood of the project achieving its objectives which is a fundamental aspect of project governance. Evaluate business processes and internal controls to identify gaps and risks
- PMO Support: Provide support to managers and project teams on all functional areas in the proper use of the Project Online Tool. Assist with creating new project on the tool as well as collecting requirements for any new dashboard reports and or custom fields that may need to be created
Personal Attributes
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Drives Results
- Problem Solver
- Action oriented
- Plans and aligns
- Drives vision and purpose
Work Experience
- 1 year work experience in a PMO administrator Role
- Project Administration on Projects as well as PMO Business (would be advantageous)
- Analyst experience (would be advantageous)
Education / Qualifications / Accreditations with Professional Body
- Certified Associate Project Management Certification and/or relevant BA Information Management Degree.
- SAFe Agile training.
Technical Skills or Knowledge
- Good communication and interpersonal skills capable of maintaining strong relationships
- Strong organizational and multi-tasking skills
- Excellent analytical and problem solving abilities
- leadership skills
- Documentation management and ability to use project management tools
- Attention to details even under pressure
- Time management skills with the ability to meet deadlines
- Project Financial Analysis
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About the Job
Key Purpose
- We are looking for Service Consultants who are client centric with a passion for customer service and who embrace our core purpose and and values through every interaction.
Areas of responsibility may include but not limited to
- Dealing with multiple telephonic queries from Investors brokers and franchises
- Dealing with queries through to resolution
- Dealing with queries focussing on client satisfaction and client retention outcomes
- Accurate logging of all interactions
- Achievement of product and soft skills knowledge targets
- Adhere to risk and compliance requirements
- Updating callers on the progress of their requests
- Ensuring that callers receive service in line with Discovery Standards
- Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence
- Accurate record keeping and quality feedback to direct line manager
- Routing queries to the correct departments or teams for adequate resolution
- Utilising all the Discovery systems required for all calls, queries and correspondence
Personal Attributes and Skills
- The ability to work positively with people in a team environment
- The ability to display respect for the views and contributions of others
- Display empathy
- Good listening skills
- The ability to be supportive, caring and interest
- The ability to consult with others and share information and expertise with others
- Speak fluently
- Express opinions, information and key points of a discussion clearly
- Responds quickly to the needs of their callers and to the reactions and feedback of callers
- The ability to deliver results and exceed customer expectations
- Focus on customer needs and satisfaction
- Sets high standards for quality integrated with quantity
- Monitors, maintains quality and productivity
- Works in a systematic, methodical and organised manner
- Consistently achieves objective and goals
- Adaptive to change
- Patient and objective
- Accepts new ideas and change initiates
- Adapts interpersonal style to situational circumstances
- Displays an interest in new experiences
- Rapidly learns new tasks and commits information to memory quickly
- Demonstrates an immediate understanding of newly presented information
- Gathers comprehensive information to support decision making
- Maintains a positive outlook
- Focuses productively in a pressurised environment
- Keeps emotions under control during difficult situations
- Open to constructive feedback and learns from it
- Balances work and personal life
- Excellent verbal and communication skills
- Self-Motivated and pro-active
- Be able to prioritise work, under pressure and manage deadlines
- professional at all times
- A Team player
- resilient
- Service orientated and client centric
- Results driven
Education and Experience
- Matric
- A minimum of 2 years Call Centre experience
- A minimum of 1 years’ experience within the financial services industry
- Working experience within a LISP would be advantageous
- Related BComm Degree is advantageous
- Computer literacy: Proficient in MS Office (essential)
- Basic mathematical skills
- Broker knowledge and understanding is advantageous
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About the Job
About you & the role
- We are looking for enthusiastic, motivated, and driven candidates to join our Knowledge Management Team.
Areas of responsibility may include but not limited to
- Responding to internal queries and inbox management
- Knowledge Base maintenance
- Testing & Quality checking of communication
- DISCribe and Forms creation and ongoing maintenance
- Capturing content
- Maintaining relationships with key stakeholders
- Creation and pulling of reports on Trending, PinPoint, VA dashboard and DWC for various stakeholders
- Meeting participation and presentation at various Forums.
Personal Attributes and Skills
Technical skills:
- Must have excellent written skills.
- High level computer skills; Key MS Office package; Outlook, Excel, Word, PowerPoint.
Behavioral skills:
- Self-starter
- Ability to work under pressure and at fast pace
- A restless curiosity towards data and uncovering trends & insights
- Ability to work cohesively in a team environment and balance multiple priorities
- A team player who can work alone when required and without supervision
- High level of attention to detail, resilience, enthusiasm, energy and drive
- Positive, can-do attitude
- Ethical and able to maintain confidentiality and manage boundaries
- Aligned to Discovery values and core purpose
Qualification Requirement
- Matric / Grade 12 is essential
- Completed or studying towards a degree / diploma in Communications or related field (Advantageous)
Specific Requirements
- Strong analytical, critical thinking, and problem-solving skills to identify, characterize, and solve complex process issues.
- Strong written and oral communication skills and able to convey complex concepts with clarity.
- Experience working with Microsoft O365 products, including SharePoint.
- Must have strong organization skills to efficiently manage priorities and quickly respond to urgent requests.
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About the Job
Key Purpose
- The successful applicant will be responsible for dealing with operations functions within the client servicing area (claims, call centre and technical credit control).
Areas of responsibility may include but not limited to
- Answering inbound / outbound calls timeously providing satisfaction to Discovery Life policy holders.
- Responding to inbound / outbound correspondence, accurately, thoroughly and timeously.
- Managing all queries through to resolution
- Co-ordination of own administration
- Maintaining accurate details and statistics of all queries
- Providing product information to all Discovery Life clients in line with standards and protocols
- Ownership and accountability of all telephonic and written queries
- Processing online service quotes
- Processing service changes/claims admin over billing periods
- Ensuring resolution to first time queries
- Adhere to standard operating procedures and appropriate policies to ensure compliance
- Responsible for claim payment processing
- Implement testing plan / procedure as required to ensure enhancements to support the business is done accurately.
- Sourcing data, investigating billing issues
- Dealing with notification failures
- Responsible for refunds, credits and debits of ex-gratia or adhoc process on policies to make sure payments are accounted for.
- Monthly Reporting on work and stats
Personal Attributes and Skills
- Strongly customer service-focused
- Strong verbal and written communication skills with an ability to influence and manage conflict effectively
- Analytical and attentive to detail
- Resourceful problem solver
- Interpersonally agile with excellent relationship building skills
- Systematic and organised with an ability to plan and prioritise effectively
- Resilient with an ability to work under pressure and adapt to change
- Flexible in response to working hours in line with business needs
- Results and deadline-driven
- Quick learner
Education and Experience
- Matric – Essential
- Diploma/Degree in Administrator or related tertiary qualification
- Data analytics qualification – advantageous
- Intermediate Proficiency with MS Office suite (minimum Excel, PowerPoint, Outlook, Word)
- Not more than 1-year Administration experience from vac work or part time work – Advantageous
- A minimum of 6 months Call Centre experience within a financial institution in an inbound environment – Advantageous
- Accounting knowledge – Advantageous
- Ability to operate independently and under pressure, to perform multiple concurrenttasks and responsibilities, and to deal with changing priorities, while maintaining personal effectiveness
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About the Job
Key Purpose
- The successful applicant will be responsible for ensuring the highest quality legal advice and assistance is made available to Discovery Life and Discovery Insure in the most efficient way. To represent Discovery in legal matters before the Ombudsman for Long-Term Insurance and Ombudsman for Short-Term Insurance
Areas of responsibility may include but not limited to:
- Provision of legal advice and assistance relating to:
- design of products for Discovery Life and Discovery Insure
- drafting and vetting of legal contracts and marketing material o participation in claims decisions for Discovery Life and Discovery Insure
- Liaison with the relevant Financial Industry Bodies
- Represent Discovery in legal matters before the Ombudsman for Long-Term Insurance and Ombudsman for Short-Term Insurance
- Provision of Product Education and support to Financial Service Providers
- Ensuring that business is advised of any legal or regulatory changes
- Preparing and finalizing agreements of a commercial nature in liaison with contracting parties
- Delivering outputs within acceptable timeframes, manage external Legal Counsel,
Competencies to work with Legal Counsel at Group Level
- Oversee that all drafted contracts and policy documents are in line with legislation and compliant with legislative requirements.
- Oversee the general day to day functions within the legal division and make certain that all processes and documents are aligned and compliant
- Attend to all correspondence or queries from the Industry Ombudsman or Regulators timeously
- Providing holistic solutions to internal and external clients
- Manage compliance and risk in company policies and procedures of the busines
Education and Experience
Essential:
- LLB / B.Degree in Law
- Experience in Drafting & vetting of contracts and related documentation for insurance products (Advantageous)
- Proficient on MS Office. Computer literacy essential specifically Microsoft Word & PowerPoint and Excel
Technical Skills and Knowledge
Essential:
- Excellent legal writing skills, with particular emphasis on contract-writing
- Strong legal drafting and negotiating skills
- Knowledge of Regulatory requirements – FAIS, FICA, Long Term Insurance Act, Short Term Insurance Act
- High level of knowledge of Financial Services Industry legislation and regulations
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About the Job
Key Purpose
- To provide indicative underwriting decisions telephonically and via e-mail. To assist with underwriting administration whenever necessary
Areas of responsibility may include but are not limited to:
The successful applicant will be responsible for but not limited to the following job functions:
- Ensure correct risk rating is applied based on the information provided on the telephone call or via email
- Consult necessary guidelines to ensure correct risk rating is applied to potential new business
- Liaise with financial advisers and sales support staff regarding risk applied or policies that are deferred / declined.
- Attending to presales underwriting queries and escalated enquiries from brokers, Account Managers, Franchise Directors which would be telephonic, written and emailed.
- Dealing with underwriting queries and escalated queries from brokers, Account Managers, Franchise Directors to resolution.
- Administration duties relating to underwriting including queries received from New business via the work flow system
Personal Attributes and Skills
- Strong Relationships Skills.
- Deciding and initiating action
- Working with People
- Able to work unsupervised and to take initiative
- Adhering to Principles and Values
- Presenting and Communicating Information (verbal & written)
- Conflict handling
- Analytical skills
- Learning and Researching
- Delivering Results and Meeting Customer Expectations
- Following Instructions and Procedures
- Adapting and Responding to Change
- Coping with extreme pressure and setbacks
- Microsoft Office
Education:
- Matric / Grade 12 is essential.
- Nursing / medical related higher qualification (Post matric)
Knowledge:
- Medical background
- Underwriting procedures & guidelines (including medical, financial and vocational)
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About the Job
Key Purpose
- Provide technical support to our user base by analysing the issues reported, provide timeous and appropriate resolution and perform hierarchical escalation of unresolved tickets or complaints.
Areas of responsibility may include but not limited to:
- Acknowledgement of all incoming contact Incidents and Requests in line with agreed SLAs.
- Accurate logging of all incoming contacts in the mandated Service Management Tool.
- Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
- Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
- Performing second line resolution of incidents passed on by 1st line support
- Provide support and guidance to 1st line support on escalated queries.
- Liaise with the development team in investigating issues that are not resolved on 2nd line
- Monitor resolution progress, provides updates on contacts when required and escalates if they are urgent or have breached agreed SLA.
- Monitor and manage all group nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
- Provide appropriate input to the Knowledge Base.
- Perform afterhours support during billing times on a rotational basis
- Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Management tool.
- Acknowledge any Complaint and attempts to provide a resolution and execute hierarchical escalation where necessary to ensure the complaint is resolved.
- Smart Advice tool support
- Desktop support
Education and Experience
Essential:
- Grade 12
- Maths (50%) 0r Maths Literacy (60% )
- Diploma in Information Technology
Advantageous:
- Intermediate proficiency in MS Excel & MS Outlook
- Intermediate proficiency in Java programming
Technical Skills and Knowledge
- Knowledge of Long-term Insurance (Advantageous)
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About the Job
Job Purpose
- To perform quality audits on various functions within Discovery Health, Life, Insure, Bank, Vitality, including the collation of audit data and compilation of reports.
Principal Accountabilities
- Auditing of processes and protocols accurately
- Compilation of daily, weekly and monthly reports relating to the audits performed
- Provide feedback on audit findings to team leaders, managers, including disputes/error rates
- Make recommendations for improvements in systems and processes
- Host and attend calibration sessions/forums
Education; Knowledge and Experience
Essential Education:
- Matric
- Basic Discovery product knowledge across all products
Advantageous Education:
- Completed business / tertiary course in Total Quality Management or Auditing
Essential Knowledge:
- Intermediate level experience and knowledge of MS Office suite.
- Telephonic etiquette, Discovery systems and reporting platforms.
Advantageous Knowledge:
- Working knowledge of the products, processes, and systems within Discovery Connect.
Essential Experience:
- A minimum of 2 years’ Quality Auditing experience.
- 2 years' experience in a Discovery product sales or administrative role.
- Experience in Health, GAP, Vitality is crucial .
Advantageous Experience:
- Working experience within Discovery/Discovery Bank/ Discovery Connect Product Sales or Administration.
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About the Job
About the role
- Vitality Global is looking for an Intern SQL Developer. The selected candidate will become a member of the Database Administration Team and responsible for managing databases in a cloud (AWS) environment and application SQL code. S/he will be working closely with the Senior Database Administrators and SQL Developers. This junior role requires an individual who thrives under pressure and is willing to learn.
Key Outputs / Job Responsibilities may include but are not limited to:
- Administer databases and SQL code by the Vitality Global standards and policies.
- Conduct database health checks and query optimization Initiatives and assist the team in troubleshooting and resolving database-related issues.
- Determine, enforce, and document database policies, procedures, and standards.
- Implement database changes/deployments and apply new patches and versions when required.
- Administration of SQL code throughout the development and production lifecycles.
- Provide support to development and maintenance support teams
Personal Attributes
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Drives Results
- Problem Solver
- Communicates effectively
Work Experience
- 0-1 year of experience is required.
Education / Qualifications / Accreditations with Professional Body
- A completed BSc Degree or Diploma in Information Technology/Computer Science/Informatics is essential.
Technical Skills or Knowledge
- The candidate must be proficient with technology and willing to learn.
- The candidate must be familiar with one database technology software, Postgres or Oracle, and have little SQL experience.
- Problem-solving skills and ability to think algorithmically.
- Ability to adapt quickly to an existing, complex environment and learn new technologies as needs arise.
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About the Job
Key Purpose
- Design and implement robust, scalable and optimally performing systems using Oracle related technologies, according to provided specifications, standards and procedures, while ensuring compliance with the architectural standards and guidelines laid out by Discovery
Areas of responsibility may include but not limited to
Design:
- Translate business requirements into technical designs adhering to Discovery Insure processes, standards and guidelines, taking cognisance of performance, security and scalability requirements. Deliver within agreed timeframes.
- Liaise with relevant parties where clarification of business requirements or resolution to technical issues is needed
- Research and find effective solutions to technical issues that arise
- Estimate development timelines based on business requirements
Development:
- Construct robust, maintanable, scalable, optimally performing system code in line with technical specifications, following prescribed process, standards and procedures. Deliver within agreed timeframe
Testing:
- Verify build stability and quality with development team before releasing to test team, aiming to release with zero defects
- Assist the Business analyst in ensuring the test pack includes relevant scenarios and test data.
- Consult and assist in reviewing risk / impact of defects found in testing, and assist with fixing where necessary
Support / Troubleshooting:
- Assist system users with technical support issues and handle according to defined procedures
- Ability to effectively analyse root cause of system errors (data errors, performance and stability issues)
Mentoring / Team development:
- Actively coach other developers to understand and apply the Insure coding and architectural standards correctly, as well as any technologies in use
- Perform code review to ensure logical correctness, maintainability, scalability, performance, compliance with architectural standards and frameworks
- Assist in identifying training needs of team members
Personal development:
- Keep abreast of current technological trends and how these might be applied in the Discovery environment
- Constant improvement of knowledge of the various applications, their functionalities and data models
General:
- Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions
- Able to build business relationships with other members of team and the business areas we support.
Personal Attributes and Skills
Technical Competencies:
- Data Modelling specifically related to OLTP
- PLSQL
- SQL
- XML
- Dynamic SQL
- SQL and PLSQL performance tuning
- Report writing
- BI/Warehouse/ETL
- Java SE
Education and Experience
Essential:
5-7 years of consistent experience in the listed core competency areas.
Working knowledge of:
- Software development within SDLC
- Unit Testing
- Data modelling and design of database structures
Advantageous:
- BSc Computer Science or equivalent 3 year qualification
- Oracle Certified Professional - Advanced PLSQL developer
Method of Application
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