Jobs at Discovery Limited

Key Purpose

• The Programme Manager can be thought of as a “super” project manager. His or her role is mainly operational since this person is responsible for planning and governance and for overseeing the successful delivery of the programme’s output/product. 
• Although knowledge of the business is important, there is more stress on his or her project and programme management skills. The programme manager must have practical experience of having been a project manager for large and complex initiatives.

Areas of responsibility may include but are not limited to 

• Daily programme management throughout the program life cycle;
• Defining the programme governance (controls);
• Planning the overall programme and monitoring the progress;
• Managing the project/programme’s budget;
• Managing risks and issues and taking corrective measurements;
• Coordinating the projects and their interdependencies;
• Managing and utilising resources across projects;
• Managing stakeholders’ communication;
• Aligning the deliverables (outputs) to the programme’s “outcome”;
• Working closely with other Project Managers in respective projects within the programme.

Skills and Knowledge:

• Advanced knowledge of Microsoft Project, PowerPoint, Word, Excel

Education and Experience

Education:

• Matric (Essential)
• Bachelor’s degree
• Agile Project Management certificate (Advantageous)

Minimum Experience:              

• 5-7 years in Project Management (Good track record of handling large, strategic and complex projects)
• Expert in planning, communication (written and verbal), presentation, negotiation, facilitation
• Relationship management experience (Advantageous)

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Key Purpose

• To oversee and be responsible for, but not limited to, all training for the Insure Select (Purple and Platinum) area. To design and develop Training Programmes and Material by applying the ADDIE principles according to high quality standards of the Insure Select business and to evaluate training cycles and update material when necessary. This involves the process of identifying the skills, knowledge, information and attitude gaps of a targeted audience and creating, selecting or suggesting learning experiences that close this gap, based on instructional theory and best practices from the field.

Areas of responsibility may include but not limited to

• Complete the full Training Cycle (Assess needs, plan, develop, coordinate, train, monitor and evaluate)
• Identify Performance, skills, knowledge, information and attitude gap analysis for the Insure Select Department.
• Design, outsource and/or suggest learning experiences to fill identified performance gaps within the Insure Select Department including soft skill training.
• Assess the impact of training interventions on employee performance.
• Develop, implement and Facilitate onboarding training for new employees.
• Update and implement all standard operating procedure (SOP’s) for Insure Select
• Develop, implement and facilitate training programmes for existing staff to ensure continued alignment to business products, SOP’s and processes.
• Ensure high level of customer service through appropriate training, development and coaching initiatives.
• Conduct audits to identify training gaps and ensure these identified gaps are filled timeously. 
• Change influencer – can help manage change, must assist in influencing teams in a positive manner and be cognisant of all issues and challenges within the Insure Select area.
• Be the Quality custodian ensuring improved quality delivery through training and coaching initiatives. Inclusive of managing the quality assessment questions & dashboard.
• Drive a Culture of Customer service excellence.
• Deliver training for product launches, systems and new products.
• Report on outcome of training considering the Insure Select strategic deliverables.
• Provide training that enhances the technical skills of the Insure Select Executive Consultant as claims & servicing professionals, ensuring they have a deep understanding of insurance policies, coverage, and claims/servicing processing procedures.
• Track and organise all items as it relates to FAIS viability across the Insure Select department, including assist with supervision responsibilities.

Knowledge, technical skills and expertise:

Short Term Insurance Knowledge

• Knowledge and understanding of the Personal Lines short term insurance products and services and how that can be used to meet customer needs, inclusive of a focus on the Purple Plan.

Instructional Design

• Ability to create engaging and effective training programs tailored to the needs of the audience.

Communication

• Strong verbal and written communication skills to clearly convey complex information.

Customer Service

• Proficiency in handling customer queries and providing excellent service to ensure customer satisfaction and retention.

Technical Proficiency

• Familiarity with e-learning tools and other training technologies.

Analytical Skills

• Ability to analyze feedback and performance data to continuously improve training programs.

Adaptability

• Flexibility to adapt training methods to different learning styles and evolving industry trends.

Claims Knowledge

• Knowledge and understanding of the Personal Lines short term claims processes and how that can be used to meet customer needs, inclusive of a focus on the Purple Plan.

Education and Experience

• Matric (Essential)
• Minimum of 5 years’ experience in the Short-Term Insurance industry (Essential)
• Minimum of 1 years’ training and coaching experience (Essential)
• Minimum of 2 years' claims processing experience (Essential)
• RE5 (Essential)
• FAIS accreditation (Essential)
• Discovery Insure experience (Advantageous)
• Change Management (Advantageous)
• Project Management (Advantageous)
• Coaching or training certification or similar (Advantageous)

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Key Purpose

• The primary function of this role is to effectively provide ongoing support to external clients by providing high quality levels.

Areas of responsibility may include but not limited to

• Assist clients, in an inbound call centre environment, to resolve a variety of different queries, relating, for example to: Client-specific policy details, Policy information, Product information etc.
• Conduct yourself in a polite and professional manner
• Log and manage inquiries by providing ongoing feedback to clients and following up on unresolved issues (via calls and/or emails) (automated or via the Consultant)
• Process changes, relating, for example to: Amendment of bank details/switch to cash or stop order payer, Beneficiary updates, Personal details, in line with the data integrity process
• Process credit control requests, relating, for example to: forced debits and premium arrangements, in line with set processes
• Take ownership and assist clients to resolve unattended or escalated queries and complaints within service level agreements
• Maintain accurate details of all queries
• Perform all required administrative functions to required standards and deadlines
• Continually stay abreast of SLAs (Service Level Agreements), TAT and TWT (Today’s Work Today) targets
• Build strong relationships with clients and brokers to understand and resolve their needs
• Be open to participate in adhoc tasks
• Adhere to a strict work shift and maintain punctuality
• Be willing to learn new skills when the business requires

Education and Experience

Essential:

• Matric (minimum C symbol pass advantageous)

Advantageous:

• At least 6 months of working experience in a call centre environment within the financial services / insurance industry
• At least 6 months of working experience in an inbound call centre environment within the Life Insurance industry
• At least 6 months of working experience in an admin related role.
• Certificate in Call Centre operations

Technical Skills and Knowledge

Essential:

• Basic knowledge of call centre operations
• Intermediate proficiency on the full MS Office suite
• Excellent verbal and written communication skills
• Time management skills
• Good administration skills along with good attention to detail

Advantageous:

• Basic understanding of Discovery Life products, processes and systems
• High tolerance for stress

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Key purpose

• The Employee Benefit Advice Specialist plays a critical role in providing employees with comprehensive support and guidance on their health-related benefits. Key responsibilities involve onboarding new hires onto the Discovery Health Medical Scheme (DHMS), facilitating enrolment in Vitality, and introducing GAP cover as part of the onboarding process.
• The specialist is further responsible for managing escalated medical aid-related queries from all staff, ensuring service excellence, maintaining compliance, supporting key internal events, preparing reports, and contributing to ad hoc strategic initiatives.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Timely Enrolment: Successfully onboard all new hires onto the Discovery Health Medical Scheme (DHMS) within their first month.
• Vitality Program Participation: Promote enrolment in Vitality Premium, and where not feasible, ensure enrolment in Vitality Active.
• GAP Cover Marketing: Introduce GAP cover during onboarding and capture selections for activation.
• Ongoing GAP Cover Engagement: Promote GAP cover to the existing portfolio to enhance overall benefit participation.
• Effective Escalation Management: Manage and resolve all escalated medical aid issues efficiently, ensuring employee satisfaction.
• Member Service Excellence: Provide prompt and effective assistance to all members, ensuring positive service experience.
• Accurate Administration: Complete all daily administrative tasks accurately and efficiently to support seamless operations.
• Compliance Adherence: Submit and upload all required compliance documents timeously, maintaining a low DPMO (Defects Per Million Opportunities) score.
• Ad hoc Projects: Participate in ad hoc projects that align with the strategic vision of            Discovery Connect.
• Active Event Participation: Actively support Core Induction Day 1, Vitality in Action Day events, and other key team activities.

Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Action oriented
• Communicates effectively
• Builds networks
• Drives results
• Ensures Accountability

Qualification & Experience

Essential Requirements:

• Matric
• RE5 certification
• 1-2 years’ experience in a client-facing advisory role

Advantageous Requirements:

• NQF level 4-6
• RE1 certification
• Accreditation to sell Health and Life products
• Tertiary Qualification in Financial Planning

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Key Purpose

• To develop unique, data-driven solutions to problems faced within the operational processes for Insure. This includes optimizing and generating efficiencies in claims, sales and servicing processes using statistical, actuarial and data science techniques. This role offers the opportunity to apply machine learning and generative AI to solve a large variety of business problems practically.

Areas of responsibility may include but are not limited to

• Developing supplier scoring and evaluation algorithms.
• Optimizing and automating supplier appointments and allocation.
• Using generative AI to optimize business processes.
• Procurement (supplier) analytics.
• Claims analytics.
• Servicing analytics.
• Enhancing Insure’s fraud models.
• Piloting and testing the latest AI innovations to generate efficiencies within Insure

Skills

• Strong problem-solving skills
• Analytical and technical skills
• Solution-oriented mindset
• Working with People
• Presenting and Communicating Information
• Deciding and initiating action           
• Writing and Reporting
• Creating and Innovating
• Curiosity

Education and Experience

Education:

• Matric (Essential)
• Honours degree in Actuarial Science and/or Mathematical Statistics/ Computer Science or Strong mathematical/economics candidate (Essential)
• Good progress on actuarial exams, preferably academically qualified

Minimum Experience:              

• At least 1-3 years Research and Development experience within Insurance industry (Advantageous)