Job Vacancies at Telesure Investment Holdings (TIH)

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.

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision makers and influencers within the customer organization; and ask relevant questions to gather information, 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 needs, 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.

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.
• Ensure that business targets are met.

Operational Compliance

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

Customer Relationship Management (CRM) Data

• Schedule callback 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 organization has quality data to enable effective customer retention and business development activities.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations/positive feedback from existing customers. Identify opportunities to recognize and know your customer for staff latitude.

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. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.

Requirements

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Full 150 STI credits (Advantageous); Degree and/or diploma in business/marketing (Advantageous)

General Experience

• 2 or more years call centre experience (Essential); Experience in FinancialServices Industry (Advantageous)

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JOB PURPOSE

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

Requirements

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

• Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision makers and influencers within the customer organization; and ask relevant questions to gather information, 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 needs, 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.

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. Ensure that business targets are met.

Operational Compliance

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

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 organization has quality data to enable effective customer retention and business development activities.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations/positive feedback from existing customers. Identify opportunities to recognize and know your customer for staff latitude.

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. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.

TECHNICAL COMPETENCIES

Direct Sales

• Works with guidance to maximize the volume and value of direct sales

Verbal and written Communication

• Use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Proficient in any of the South African languages, in addition to English.

Computer and System skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office.; AS 400.; Apollo.; IEX.; Datanet Dialer.

Action Planning and work scheduling

• Works with guidance to develop appropriate plans or perform necessary actions based on recommendations, requirements and achieve performance targets by optimizing work scheduling.

Customer and Market Analysis

• Conduct research and analyzes data with guidance in order to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments. Knowledge of competitors.

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5, dependent on DOFA date (Essential)
• Full 150 STI credits, dependent on DOFA date (Essential)
• Degree and/or diploma in business/marketing (Advantageous)

EXPERIENCE

General Experience

• 1 year sales experience (Essential)
• Experience in Financial Services Industry (Advantageous)

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JOB PURPOSE

• Manage the process for how information is exchanged in order to successfully facilitate the work stream to ensure the successful delivery of a project.

RESPONSIBILITIES

• Project Management
• Network of Influence
• Training development and delivery
• Digital Strategy / Transformational Projects Execution
• Performance Management
• Digital Vision and Strategy
• Digital Talent Development
• Improvement / Innovation
• Personal Capability Building
• Requirements

EDUCATION

• General Education Grade 12/ SAQA Accredited Equivalent (Essential)
• Scrum Master Certification (Essential)
• Degree or Diploma in Education (Advantageous)

EXPERIENCE

• General Experience 3-5 years’ experience fulfilling Scrum Master role (Essential)
• 3 or more years’ experience in the digital environments (Essential)
• 2-3 years' experience Facilitating multi-location scrum teams (Advantageous)
• Training or facilitation experience (Advantageous)
• Experience within the Financial Services Industry (Advantageous)

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JOB PURPOSE

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

Customer Needs Clarification

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

Customer Service

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

Customer Management

• Help manage customers by carrying out standard activities.

Operational Compliance

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

Personal Capability Building

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

Performance Management

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

Data Collection & Analysis

• Extract relevant data from information provided by others.

Sell Customer Propositions

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

Requirements

General Education

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

General Experience

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

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JOB PURPOSE

• Reduce risk to the company and the customer through the effective audit and evaluation of skills, processes, systems and claims decision making in alignment with Industry requirements.

RESPONSIBILITIES

Quality Testing

Validate and interpret complex test data to evaluate and recommend the suitability of nonstandard materials or components.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of a wide variety of organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Quality Management System

• Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System; contribute to the design of the QMS; provide specialist quality management input to the drafting of new policies and procedures, and design of business processes; contribute to the quantification of the costs and business benefits of change. Ensure alignment between policy terms & conditions and industry norm as well as alignment between training material, customer communication (written, verbal), business philosophies, AS400 scripting, and policy terms & conditions.

Quality Testing Design

• Develop and validate complex new test methods (scorecards) and procedures for a product or operations segment, incorporating new technologies and meeting changing organizational, customer, and/or regulatory requirements.

Stakeholder Engagement

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

Performance Management

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

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Remain up-to-date and informed on all changes within the company as well as new products developed within the company. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education.

Data Collection & Analysis

• Collate and analyze data using pre-set tools, methods and formats for the analysis of key themes and trends.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.

 Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• University Degree in Business Management or Similar (Advantageous)

EXPERIENCE

General Experience

• 5 or more years’ experience within TIH (Essential)

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JOB PURPOSE

• Consult to business regarding various research projects from start to finish. Design qualitative and quantitative projects, that are aligned to business objectives using appropriate research principles and methodologies. Ensure research objectives and research protocols are aligned to best practice. Collate data and write effective reports for business. Ensure effective relationships with suppliers and internal stakeholders. Keep abreast of current and relevant industry research.

RESPONSIBILITIES

Research

• 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.

Information and Business Advice

• 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)

Stakeholder Engagement

• Ensure effective relationships with internal and external stakeholders to ensure that business research requirements are identified and met.

Data Collection & Analysis

• 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.

Insights and Reporting

• 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.

Project, Program and Portfolio Management

• 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.

Personal Capability Building

• 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.

Supplier Management

• 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.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant 3-year degree in Psychology, Research or Marketing (Essential)
• Relevant postgraduate degree (Advantageous)

 EXPERIENCE

 General Experience

• 3 or more years in a Research Consultant 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