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  • Posted: Nov 17, 2021
    Deadline: Not specified
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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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    Customer Service Manager - Clinical

    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.

    go to method of application »

    Data Scientist

    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.

    go to method of application »

    Fraud Detection Consultant

    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.

    go to method of application »

    Credit and Collections Team Leader

    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.

    Method of Application

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