Jobs at Oneplan Underwriting Managers (Pty) Ltd

Main purpose of the job

• The purpose of this role will require the successful candidate to manage veterinary clinic and pet service provider key accounts within South Africa, whilst acting as a trusted advisor to the client. The role will require the Service Provider Manager to build relationships with veterinary and pet service provider networks and promote sales within the industry through contact negotiation. The role will require the incumbent to make use of client feedback in order to construct analytical methodologies to improve the product and create a competitive advantage for the Company.

Relationship Management

• To direct, plan and implement a Vet and Pet Service Provider Network strategy to contribute towards the achievement of the company’s sales objectives (including blister packs)
• Prospecting for new clients
• Cultivate long-term customer relationships in order to promote and reinforce the client’s value proposition
• Obtain complete knowledge of competitor products and markets
• Technical knowledge of industry and best practices
• Attend brand and marketing events as the Brand Ambassador for the Company as and when required;
• Assist with the Stock control and running of the Onepet Store

New Business Development

• Promote and detail products and services to Vet Network and related stakeholders (includes end-users, veterinarians and veterinary clinics, co-ops, distributors and wholesalers);
• Identify opportunities for growth within the Vet and Pet Service Provider Network;

Administration and Reporting

• Maintain up-to-date record keeping and administration Be available and willing to assist with any additional tasks and projects, as required by the department.
• Weekly reporting to management
• Provide insight into the service and sales aspects to position our brand in a uniformed manner throughout the business;   

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Job Requirements
Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12;
• Ability to Speak English and Afrikaans - essential
• Minimum 4 years’ experience in sales/relationship management environment
• Experience in Pet / Health Insurance environment advantageous
• Own vehicle essential

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
• Pc Literacy – In-depth knowledge of Word, excel, email and Internet
• Ability to respond according to TAT
• Client Relationship Management
• Maximise Service Performance
• Query Resolution
• Build & Develop Client Centric Capabilities
• Deliver on Client Expectations
• Knowledge Sharing
• Driving Excellence through Client Experience

Essential

• Evaluating problems
• Investigate Issues
• Problem Solving
• Building Relationships
• Communicating
• Information
• Showing Resilience
• Adjusting to Change
• Giving Support
• Accurately Processing
• Details
• Structuring Tasks
• Driving Success
• Prioritise Client Experience

Behaviors

• Energy       
• Passion     
• Respect for others
• Honest and Fair
• Creativity   
• Client Focus
• Tenacity     
• Achieves Results    
   

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Job Description

• As a Quality Assurance Specialist you will monitor the effectiveness and quality of outgoing calls and emails to ensure compliance with the company's quality systems and offer daily feedback via verbal & written communication.

Evaluating Call Quality 

• Assist operations in tracking, documenting, and reporting on quality levels
• Analyse and investigate calls to ensure resolution in accordance with company guidelines and external regulatory requirements
• Develop or update company procedures to ensure capture, investigation, and proper documentation of complaints
• Monitor risk-management procedures, and maintain problem logs for identifying and reporting issues to management and product development
• Provide training and support to quality assurance team that includes systems, policies, procedures, and core processes
• Interpret, build upon, and comply with company quality assurance standards
• Carefully maintain complaint and nonconformance processing through records and tracking systems, including root cause and corrective actions
• Document quality assurance activities with internal reporting and audits
• Participate in the design of the call monitoring framework, quality standards and the associated checklists.
• Conduct audits ensuring compliance with performance standards and outcomes (e.g. quality, compliance of process and accuracy)
• Create reports on performance results (individual and team level) to provide to management for the development and action plans for agents.
• Prepare and analyse quality reports for management staff review.
• Provide feedback and input into enhancements of processes, training and systems based on trends.
• If required, assist with the coaching of agents based on findings.
• If required, may answer phone calls, respond to written inquiries, and handle “escalated” issues in support of work performed by agent.

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs 

Job Requirements
Minimum Academic, Professional Qualifications & Experience required for this position

• Grade 12 with English and a second language
• Relevant qualification will be advantageous
• 1 – 2 years’ experience in a Quality Assurance environment or Call Centre Sales environment preferred 
• FAIS Regulatory Examination (RE5) for Representatives – Advantage

Functioal Competencies

• Excellent listening and administrative skills
• Proficient in the use of MS Office
• Ability to assess calls and provide insight and value-added feedback to management
• Ability to understand SOP’S and ensure adherence to internal processes at all times
• Knowledge of QA metrics, Variance reports and calibration sessions
• Accuracy and attention to detail
• Ability to meet deadlines

Essential

• Evaluating problems
• Investigate Issues
• Building Relationships
• Communicating Information
• Showing Resilience
• Adjusting to change
• Giving Support
• Processing Details
• Structuring Tasks
• Execution and Results
• Customer centered
• Planning and Improvement
• Ethics and Compliance
• Adaptability

Behaviours

• Energy       
• Passion     
• Respect for others
• Honest and Fair
• Creativity   
• Positive Attitude     
• Courage     
• Tenacity     
• Achieves Results    

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Role Summary

• Own end-to-end clinical underwriting decisions for pet insurance, ensuring accurate risk selection, fair outcomes, clear client communication, and audit-ready documentation—across sales, online applications, moving-insurer cases, and post-claim loadings.

Key Responsibilities

Core Clinical Underwriting

• Assess disclosed conditions (including “Other”) and apply appropriate underwriting outcomes (exclusions, loadings, or standard acceptance).
• Document clear clinical rationale in Questions/Condition Notes and underwriting fields.
• Ensure decisions align with underwriting appetite, product rules, and fair treatment standards.

Sales & Online “Other” Workflows

• Review cases routed from Pending QA or online Advanced Underwriting.
• Perform Correction Calls where required to explain outcomes and obtain acceptance.
• Finalize policies to New once all requirements are met.

Moving from Another Insurer

• Request and evaluate proof of cancellation and prior cover confirmation (and claims history where needed).
• Assess whether the 60-day illness waiting period may be waived, based on continuity and risk.
• Communicate decisions and rationale to clients; record acceptance.

Post-Claim Underwriting

• Review approved claims referred by Claims Assessors; determine and apply post-claim premium loadings.
• Conduct Correction Calls; issue written confirmation and updated policy schedules.

Communication, Quality & Compliance

• Deliver clear, empathetic client explanations in plain language.
• Maintain high-quality notes, evidence of acceptance, and compliant document handling.
• Participate in peer reviews, audits, and continuous improvement initiatives.

Collaboration

• Work closely with Sales QA, Claims, and Ops to resolve data gaps, streamline routing, and improve client outcomes.
• Provide feedback to Product/Policy on trends (conditions, claims, and risk appetite).

Job Requirements
Qualifications & Experience

• Required: Clinical veterinary knowledge and experience (e.g., BVSc/DVM or equivalent clinical background in small animal practice).
• Preferred: 2–5+ years’ experience in small animal medicine/surgery or pet insurance underwriting.
• Advantageous: Familiarity with insurance products, underwriting principles, and waiting period frameworks; exposure to South African insurance context and customer fairness principles.
• Long Term, medical insurance, Medical Aid, RE 5 / 1 Preferrable
• Strong written and verbal communication skills; comfortable conducting client calls about complex medical/insurance topics.

Skills & Competencies

• Clinical reasoning & risk assessment
• Decision-making with sound judgment and consistency
• Excellent client communication (verbal and written)
• Documentation discipline and audit readiness
• Collaboration and stakeholder management
• Time management across queues and SLAs
• Tech-savvy with policy admin/CRM tools and call systems
• Performance Metrics (Examples)
• SLA adherence (assessment turnaround, call follow-ups, document chasing).
• Quality: completeness of notes; audit pass rate; accuracy of decisions.
• Client outcomes: acceptance rate; complaint ratio; call QA score.
• Throughput: cases finalized per week.

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Main Purpose of the Job

• The Administrator will provide general administrative support to the Operations Director and Operations team. The role is suited to a detail-oriented, reliable individual with good organizational skills who can handle routine administrative tasks efficiently.

Key Responsibilities

• Provide day-to-day administrative support to the Operations Director
• Arrange and coordinate basic requests, including ordering lunch for the Operations Manager when required
• Take meeting minutes and circulate them timeously
• Assist with preparing, organizing, and filing audit documentation
• Maintain accurate records, files, and correspondence
• Schedule meetings and manage basic diary coordination
• Liaise with internal staff and external parties when required
• Perform general office and administrative duties as needed

Job Requirements
Minimum Requirements

• Matric (tertiary qualification in Administration, Operations, or Business Management will be advantageous)
• Previous experience in an administrative role
• Good verbal and written communication skills
• Strong attention to detail and organisational skills
• Ability to multitask and follow instructions
• Own reliable transport (required)

Competency Requirements

• Behaviours
• Energy
• Passion
• Respect for others
• Honest and Fair
• Positive Attitude
• Achieves Results

Essential

• Well-organised and dependable
• Quick learner
• Communicating Information
• Able to work independently and as part of a team

Functional Competencies

• Literacy – Have excellent reading, writing and interpersonal skills
• Pc Literacy – In-depth knowledge of Word, excel, email and Internet

Working conditions

• Office-based role
• Standard working hours