Job Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

Provide support to the Financial Accountants and record and review financial transactions to ensure completeness, accuracy and timely submission of information used to support the business in their financial decision making and ensure statutory compliance.

RESPONSIBILITIES

Financial Accounting

• Support others by carrying out financial monitoring tasks. Check cash book batches and reconciliations to ensure that transactions are allocated accurately and submit timeously to the accountants on a weekly basis. Prepare monthly balance sheet and income statement journals, reconciliations and schedules and ensure that all supporting documentation is attached in the month end file for review by the Financial Accountant. Prepare VAT reconciliations for review by the Financial Accountant on a monthly basis.

Management accounting and financial management

• Deliver standard operational or administrative processes, interpret instructions and make choices (from defined options) to get the job done. Check accounts payable and receivable batches on a daily basis to ensure that transactions are allocated accurately in terms of amounts, VAT, description and account. Control and review the age analysis of the accounts payable on a monthly basis to ensure that it is within the agreed terms and conditions of the suppliers agreements.

Operational Compliance

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

Data Collection & Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.

Customer Management

• Assist with general customer queries and difficult customers. Liaise with auditors, external business partners and internal customers on a daily basis to provide accurate information and respond and resolve enquiries to a satisfactory outcome.

Data Management

• Record financial transactions on a daily basis into the applicable business systems to ensure the accuracy and completeness thereof.

Improvement / Innovation

• Find new and innovative ways to provide a more efficient, responsive and speedy process to enhance the overall effectiveness of financial reporting and customer service

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• BCom degree in Accounting or similar - SAICA accredited university (Essential)

EXPERIENCE

General Experience

• 2 years experience in a similar role (Essential)
• Experience within the financial services industry (Advantageous)

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JOB PURPOSE

Administration of Non Collections premiums and servicing our customers with the aim of retaining a prolonged relationship of our value added products offering, in line with the organization’s growth, profitability and sustainability strategy.

RESPONSIBILITIES

• Customer Service & Correspondence 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. Service customers through handing all telephony (inbound and outbound) on, non-payment of premiums, cancellations and other relevant tasks pertaining to value added products to ensure effective resolution in the most cost-effective way. Manage effective premium collections on multiple risks. Responsible for contacting customers according to specified campaigns and scripts to facilitate an effective non-payment collections process and to educate them regarding products and services as well as the importance of paying their premiums. Investigate and resolve complaints regarding incorrect premium collection attempts.

Customer Management

• Help manage customer by carrying out standard activities and providing support to others. Respond professionally to customer complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide appropriate and timorous solutions to customer problems and queries or escalate where necessary to ensure customer satisfaction and retention. Engage in effective brand reputation management aligned to specific customer concerns in order to limit brand damage and integrity.

Service-Related Upselling and Cross-selling

• During service interactions, present additional products/services that could benefit the customer and provides quality service whilst doing so.

Customer Needs Clarification

• Review customer policy to clarify the customer's requirements. Collect customer requirements making detailed notes and adapt first call resolution strategy. Accurately identify the origin and reason for policy cancellations (or cancelled policies) and apply effective and relative retention strategies and tools in order to retain customers.

Document Management

• Extract relevant data from information provided by departmental systems, and input it into spreadsheets or standard formats. Ensure that the correct, banking details and deduction dates are obtained and captured in order to ensure successful premium collection. Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

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.
• Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop, maintain and enhance product system knowledge, an understanding of relevant technology, external regulation, and industry best practices through ongoing education, training workshops and reading specialist media.

Requirements

EDUCATION

• General Education Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination 5 (Essential); FAIS recognized qualification (Advantageous)

EXPERIENCE

• General Experience 2 or more years’ experience in a Sales /Collections / Retentions environment (Essential)

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Description

• Cancellations Expected Behaviour: Policies originally saved/reinstated are review either 3 or 6 months later to determine ratio no longer active compared to original save/reinstated number Talk Time Expected Behaviour: Time spend talking to customers SQA Average Expected Behaviour: Voice/ EQM - QA call evaluations results & improvements.
• Results of quality assessments that measure the implementation of initiatives.
• Following processes and procedures implemented to improve client experience.
• Using every telephonic opportunity to wow the client. Average of QA Score Personal Development Plan Team Expected Behaviour: Accountability for development.
• Training intervention attendance.
• Application of training, initiatives and process changes.
• Taking career development and performance management seriously (look for ways to improve competence/results.
• Setting of own goals and working towards them.
• Continuous and constant improvement.
• Individual Performance Target Expected Behaviour: A target is determined in each month and the indiviudal's results are shown as a ratio to performance target Values Integration Expected Behaviour: Number of behaviours identified according to Values metric Training and Development Expected Behaviour: Pass rate of staff on monthly assessments

Requirements

• Attached on MCI

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Description

• Turn-Around Time Expected Behaviour: E-mails responded to within the communicated TAT Absenteeism Expected Behaviour: Each 3 month rolling period will have the absenteeism average determined by taking the total absenteeism days and dividing it by 3 Hold and Transfer Metrics Expected Behaviour: Average time clients are placed on hold during a voice interaction. Workload Contribution and Delivery Expected Behaviour: Percentage of total interactions - Calls and emails SQA Expected Behaviour: Quality evaluations conducted on staff-customer interactions Voice/ EQM - QA call evaluations results & improvements.
• Results of quality assessments that measure the implementation of initiatives.
• Following processes and procedures implemented to improve client experience.
• Using every telephonic opportunity to wow the client. Average of QA Score We Hear You Expected Behaviour: Customer sentiment feedback surveys Customer Interaction surveys, we measure the responses received from customer where they rate the service provided by Retention consultant Adherence Expected Behaviour: As per WFM schedule published and adherence thereof The WFM report will be used to track True Adherence to schedule Personal Development Plan Implementation (Own) Expected Behaviour: Individual taking ownership for their development as per defined template Accountability for development.
• Training interve ntion attendance.
• Application of training, initiatives and process changes.
• Taking career development and performance management seriously (look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement. Assessments Expected Behaviour: Product knowledge Results from Training dept.

Requirements

JOB PURPOSE 

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier.
• To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

RESPONSIBILITIES

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
• Customer Needs & Analysis Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request. Up-sell Customer Propositions Identify the products or services that best meet the customer's stated needs explain the selection to the customer, and influence the customer to make a purchase.
• Correspondence Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).
• 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.
• Administration Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues.
• Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs. Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Work Scheduling and Operational Compliance Work according to an assigned schedule.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

TECHNICAL COMPETENCIES

Verbal and Written Communication

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

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provides technical guidance when required. Interpret financial data.;

Basic knowledge of accounting principles..

• Up-selling Opportunities Provide technical guidance to maximize up-sell opportunities with customers.

Data Collection and analysis

• Analyze information and data to help guide decision making. Understands Customer Needs Articulate the customer needs in the customer's business language and business context.
• Attention to Details Apply concepts of knowledge / skill and be attentive to details. Presentation skills Communicate with other people by speaking in a clear, concise and compelling manner. Computer skills Support business processes by understanding and effectively using standard office equipment and standard software packages.Basic computer skills required.; Microsoft Outlook ( Basic).

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JOB PURPOSE

Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

Requirements

RESPONSIBILITIES

• Client & Customer Management (External)
• Help manage clients by carrying out standard activities and providing support to others.
• Data Collection and Analysis
• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.
• 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.
• Administration
• Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar.
• Correspondence
• Respond to routine requests using form letters or emails and to more unusual requests by editing templates to create customised responses.
• Document Management
• Create, organise, and maintain files containing the correspondence and records of a senior colleague.
• Document Preparation
• Prepare routine letters, memoranda, reports and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.

TASKS

• Prepare insurance claim forms or related documents and review them for completeness.
• Enter claims information into database systems.
• Validation of high quantum claims (Motor and Non-Motor)
• Calculate amount of claim.
• Post or attach information to claim file.
• Transmit claims for further investigation.
• Contact insured or other involved persons to obtain missing information.
• Review insurance policy to determine coverage.
• Organize or work with detailed office records, using computers to enter, access, search or retrieve data.
• Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.

EDUCATION

• Matric / Grade 12/ SAQA Accredited Equivalent
• Regulatory exam 5 (Essential)

EXPERIENCE

• 1-3 years Financial Services industry experience (Essential)
• Commercial/Business Insurance and STI insurance experience (Advantageous)

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JOB PURPOSE

Design user interface and the visual and user-experience elements of digital products through research, testing, planning and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.

RESPONSIBILITIES

Design and Conceptualization

• Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions using Brand CI.

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.

Customer Needs/Experience Research

• Complete research and analyse data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Product & Solution Development

• Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.

Internal Client Relationship Management

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

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.

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.

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

Requirements

GENERAL EDUCATION

• Grade 12/ Matric Certificate (Essential)
• A relevant design related qualification (degree / diploma /certificate) (Essential)

GENERAL EXPERIENCE

• 5 or more years UX/UI design experience (Essential)
• Experience in the Financial Services industry (Advantageous)

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JOB PURPOSE

The Senior Linux Systems Engineer will be involved in configuring, maintaining, and administrating the Linux estate including the Kubernetes and Docker solutions. The Senior Linux System Engineer will be involved with determining strategy and will also aid in the lifecycle management of all related technologies from incubation to end of life planning. The role is also responsible for ensuring security and configuration compliance and will work with other members of the IT System engineering Team. Vendor management and internal client expectation management is also core to the role. As part of the responsibilities, the role will be tasked to respond to requests from end users, managers, developers, and team members for specific IT system assistance, data, and information. Senior Linux System Engineer role collaborates with senior personnel in performing risk assessments to determine impact on customer business processes and systems downtime and proposes changes as needed. The Senior Linux System Engineer implements system changes across large, complex and diverse collaborative environments by using standardised defined methods and procedures; provides efficient and prompt handling of all changes to improve day-to-day operations.

RESPONSIBILITIES

Infrastructure and Network Development and Maintenance

• Direct and oversee infrastructure developments and maintenance to ensure business requirements can be met. Proactively maintain and develop all Linux infrastructure technology to maintain a 24x7x365 uptime service. Fault finding, analysis and of logging information for reporting of performance exceptions. Proactively monitoring system performance and capacity planning Create and modify scripts or applications to perform tasks. Plan and execute system fixes, updates, and enhancements. Ownership and execution of incident management and system maintenance. Manage, coordinate, and implement software upgrades, patches, hot fixes on servers, workstations, and network hardware.

Enterprise Infrastructure Modernisation

• Drive advances in technologies and architectures to increase the value delivered by technology and digital capabilities, either through improvements to the efficiency of technology environment or through those that reduce the total cost of technology operations. Recommend and participate in activities related to the design, development and maintenance of the digital capabilities within the enterprise architecture.

Technical Developments Recommendation

• Discuss and recommend more complex or innovative technical developments to improve quality of the website/portal/application software and supporting infrastructure to better meet business needs. Engineering of systems administration-related solutions for various project and operational needs.

Information Security

• Lead in detecting and analysing security incidents including attacks, breaches, and identified vulnerabilities and remediate any security gaps in line with the security incident management procedure. Implement security procedures, as directed by security team.

Enterprise Architecture

• Contribute to architecture viewpoints that articulate business requirements. Maintain best practices on managing systems and services across all environments. Provide input on ways to improve the stability, security, efficiency, and scalability of the environment. Optimise and maintain performance, housekeeping, availability, serviceability, and recovery. Ensure system availability, functionality, integrity, and efficiency, and maintain system configuration and documentation.

Analysis of "As Is" and "To Be"

• Document complex "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required. Collaborate with other teams and team members to develop automation strategies and deployment processes.

Horizon Scanning

• Explore and develop a detailed understanding of external developments or emerging issues and evaluate their potential impact on, or usefulness to, the organisation.

Feasibility Studies

• Conduct feasibility studies from a technological and organisational perspective and document findings to complete cost-benefit analysis on implementing changes to business processes, products, or business unit structure.

Operational Compliance

• Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct

Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Linux certifications (RHCT, RHCE and LPIC) (Essential)
• Bachelor's degree in Computer Science, Information Systems, or similar relevant degree (Advantageous)

GENERAL EXPERIENCE

• 8 to 10 years’ experience in Linux technologies (Essential)
• Previous working experience as a Linux Administrator for 3-5 years' (Essential)
• Extensive Kubernetes and Docker experience (Advantageous)