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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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Key Purpose
Assumes accountability for the service delivered to all Discovery clients from an Clinical Call Centre perspective.
Areas of responsibility may include but not limited to
Job responsibilities include among others the following:
Effectively manage the Clinical Call Centre Service Team
Improve service delivered by the Service Team to all the Discovery clients
Communicate effectively to all Discovery clients and stakeholders about Service Team issues
Adhere to standard operating procedures and/or laid down policies and procedures
Develop best practice Call Centre policies and procedures
Resolve conflict optimally in disciplinary and grievance situations
Ensure compliance with all relevant Service Centre policies
Assist with resource planning where necessary
Ensure that SLA (internal & external) is in place and reached
Ensure effective and efficient budgeting and forecasting of headcount, cost etc
Influence and motivate staff to high levels of performance
Develop optimal relationships with all stakeholders who influence the efficiency of the organisation, externally or internally
Build strong team relationships which generate energy towards strategic achievements
Promote harmonious cultural diversity within the Service Team
Develop and empower employees and promote an environment of continuous learning
Acts as a mentor and counselor in development issues at an individual and/or group level
Identify, develop and maintain appropriate skills levels aligned with strategic intent
Communicate regarding strategy and influence people to strive towards the achievement of the strategic objectives of the organisation
Constantly monitor and drive achievements of strategy
Display innovation and creative thinking in optimising the performance of the Service Center and the organisation as a whole
Be a role model for all in regard to performance, values and commitment to the goals of the organisation
Engage others in decision making, encourage consultation but be responsible for effective decision making
Build relationships with employees that promote and support trust, confidence and the achievement of mutual needs
Be a champion in supporting excellence in client service.
Constantly drive results through others
Personal Attributes and Skills
Excellent verbal and written communication skills
Strong numeric ability
Attention to detail
Leadership skills
Interpersonal skills
Problem solving skills
Decision making skills
Planning and organising skills
Stress tolerance
Organisational awareness
Client focus.
Qualification and Experience
Essential
Two or more years leadership/management experience within a call centre
Four or more years call centre operations
Six or more years’ experience within a Service Industry
Grade 12 with Mathematics
Basic knowledge of Resource Planning Principles
Advantageous
Previous/Current Client Service Manager
Clinical. or related degree
Clinical. or related experience
Formal training in Coaching Skills
Computer Literacy, including all Microsoft products, in particular Excel, MS Office, MS Outlook
Proficient in English
Employment Equity
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Key Purpose
In this role you will be involved in creating opportunities that delight our customers by leveraging Discovery’s vast clinical, demographic and operational data. Using this data with predictive modelling and machine learning techniques you will have a direct impact on strategic initiatives to support Discovery’s world-class operations. The successful applicant will be working within a highly specialized and growing team investigating ways to optimize and improve client services for Discovery’s client schemes.
Areas of responsibility may include but not limited to
Connecting with a multitude of stakeholders to understand the data in a healthcare and operational context
Mining large structured and unstructured datasets to find new insights to inform operational efficiency and ‘ member- delight’ interaction strategies
Research and application of the most up to date machine learning algorithms and AI techniques
Present data and model findings in a way that provides actionable insights to business users
Monitoring model performance
Improve processes and databases where opportunities arise
Personal Attributes and Skills
Expert in data science programming languages such as R, Python, Scala
Expert in data manipulation skills including SQL to extract, transform and load data
Experience in interactive data exploration and data-driven story telling
Understanding and application of Big Data and distributed computing principles
Hands on experience with Big Data systems will be preferred
Strong analytical and statistical knowledge with an understanding of the latest machine learning algorithms for both structured and unstructured data
Ability to formulate problem statements and develop a plan for tackling the problem
Strong ability to communicate findings and recommendations from data (visual, verbal and written)
Integration and implementation experience
A passion for data exploration and analytics
Self-starter
Willingness to learn and grow exponentially
A restless curiosity towards data and uncovering unknown correlations
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
Education and Experience
Honours or Master’s degree in either Data Science, Statistics, or Applied Mathematics with some experience in software engineering, computer science or working with big disparate sets of data, OR
Honours or Master’s degree in Computer Science or Software Engineering with solid experience in statistical modelling, data mining and machine learning
Other analytical qualifications will also be considered if accompanied by the relevant experience
A minimum of 2 years’ work experience in a data science position
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Job Purpose
The Fraud Detection Consultant identifies potential fraudulent activity on client accounts in near real time through the management of fraud system alerts. The incumbent verifies the transaction legitimacy by performing an internal fraud risk assessment which includes making written or telephonic contact with the client. In addition to transaction verification, another key objective is to enhance the end clients’ transactional experience by identifying any friction incurred in the process and proactively making client contact to resolve. The successful candidate will also be required to identify new fraud trends and pass that insight onto the fraud analysts for a detailed assessment and for relevant prevention mechanisms to be put in place to reduce impact of fraud trend.
Areas of responsibility may include but not limited to
Actions alerts with speed and urgency.
Accurately conducts fraud risk assessment ensuring fraud vs. legitimate spend is identified.
Providing awareness to clients around fraud risk trends and how to better protect themselves.
Identifies new risks and trends through alert management and proactive client contact.
Skills
Required:
Interpretation of data leading to decision making insight.
SAS analytics.
SQL analytics.
Knowledge within banking industry, financial crime.
Understanding of Visa and or financial transaction processing within banking sector.
Risk Management theoretical knowledge
Preferred:
Syntax language to configure rules.
Qualifications
Required: Grade 12 with Mathematics
Preferred: Degree or diploma in risk management, fraud or financial crime would be advantageous.
Experience
Required:
At least 1-2 years’ experience within a client servicing/interaction role
At least 1-2 years’ experience in a problem solving role or environment which required critical and logical thinking
At least 1-2 years’ experience working with high volume, SLA driven tasks
Preferred:
Experience in risk management within a financial or banking environment
Experience in a financial crime role.
Special Conditions
Shift work 24/7
Overtime may be required
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Job Purpose
The Credit Operations and Collections Team Leader is responsible for leading a team of credit specialist and collectors and overseeing day to day operations functions. The role includes user acceptance testing requirements with the aim of continuously improving and automating processes to ensure a seamless and digital customer experience.
Areas of responsibility may include but not limited to
Manages day to day back office operations ensuring operational quality and delivery against SLA’s (internal and external).
Ensures adequate UAT (User Acceptance Testing). Gives input into solution design at inception.
Ensures immediate support is available during system incidents and outages.
Leads the team with ongoing mentoring, coaching and development. Also conducts recruitment and resource planning for the team.
Continuously improves processes and systems to reduce load and improve client experience.
Manages, drives and monitors team performance and incentives.
Conducts Quality Audits on a sample of the team’s recons, cases and bank-initiated exceptions.
Proactively monitors exception drivers and continuous improvement processes to avoid future occurrences (error trending and root cause analysis).
Networks and builds strong relationships both internally and externally to achieve objectives.
Prepares and compiles monthly reporting.
Ensure IQS objectives are met monthly.
Responsible for performance management and disciplinary action.
Managing, analysis of, running and execution of operational reports.
Manages all financials aspects relating to the team i.e. overtime, leave and staff utilisation.
Skills
Required:
Analytical
Process mapping and improvement
Customer Focused
Risk operations
Detail orientated
Ability to prioritise
Deadline driven
Resilient
Able to work under pressure
Stress Management
Strong project management skills
Persuasion skills
Systems testing
Root cause analysis
Flexibility
Resourcefulness
Report writing
Preferred:
Strong verbal and written communication skills
Experience in credit and collections
Qualifications
Required:
A completed or studying towards a degree (Risk management/BCOM) and,
Studying towards or a completed NQF Level 5 FAIS qualification
Preferred:
Any relevant Banking, Financial or Business qualification
Studying towards or completed NQF Level 5 FAIS qualification
RE5
Experience
Required:
At least 2-3 years' leadership experience in a credit operations and collections environment.
Preferred:
Experience in leading a team in a financial services environment.
Experience in leading and managing a team with proven success.
Special Conditions
Shift work 24/7 or overtime may be required
EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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