Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Manage supplier relations, data analysis, service and customer retention strategies as well as system changes and enhancement while ensuring cost efficiencies are maintained. Performance management of the suppliers.

Responsibilities

Supplier Management

• Monitor, review, and highlight any gaps in the performance of a portfolio of smaller suppliers to recommend and ensure delivery of improvements by suppliers or to renegotiate or change contract/supplier.
• Conduct impact analysis in accordance in line with procurement processes when new suppliers are on boarded.

Continuous Improvement

• Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered.
• Analysis and interpretation of procurement data and statistics in order to identify cost and service efficiencies.
• Provide analysis of performance reports to internal and external stakeholders.
• Ensure tools and systems are aligned to best practice and to the supplier strategy.
• Continuously drive to enhance the customer experience through our suppliers.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Building and maintaining relationships with internal and external stakeholders.

Supply Planning

• Execute planning activities within a defined framework/system with dependencies on other processes/units.
• Review demand from operations, enablement, business, customers and applicants against current supply and supplier strategy.

Contract Management

• Deliver required outcomes by coordinating activities of subcontractors and suppliers and acting as a primary point of contact for them while working within an established contract management plan.
• Manage relevant supplier’s service level and agreements from end to end and in accordance with relevant processes.

Sourcing

• Collect and collate information on the key cost drivers, market dynamics and issues, areas of innovation, and alternative suppliers for more senior colleagues to provide solid market information for decision making.

Contract Requirements

• Identify trends, summarize findings, and give feedback on existing contract performance, and provide as input to new contract processes for negotiations/renegotiations.
• Report on cost incurred versus supplier services provided and escalate accordingly in order to influence decision making.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Develop an in-depth understanding of suppliers and their interactions with our customers.
• Conduct research and industry practices.

Information and Business Advice

• Provide specialist guidance on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others.
• Investigate root causes of complaints and make recommendations in terms of possible suitable solutions.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); University Degree or Diploma in Supply Chain Management or Distribution (Advantageous)  (Required)

Experience

• 3 - 5 years work experience in the Insurance Industry (Essential)
• 3 - 5 years work experience in Supply Chain Management (Advantageous).
   

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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 customised responses (internal and external).

Operational Compliance

• Develop working knowledge of the organisation'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.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification (Advantageous)

Experience

• 2 or more years customer service experience (Essential); 
• 1 year call centre experience in Financial services industry (Advantageous).

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Job Purpose

• Ensure that the operational running of the Executive Office and, all key stakeholders pertaining, is managed effectively and efficiently, while exercising professionalism and confidentiality.

Responsibilities

Stakeholder Engagement

• Contribute to stakeholder engagement through engaging with internal and external stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment. Engaging across all levels of the organisation, up to Board level.

Business Meetings/Events Arrangement

• Schedule appointments, make arrangements for internal and external meetings and conferences, and organise travel plans following instructions to ensure more senior colleagues or a senior executive make best use of their time.

Operations Management

• Provide operational support by performing a range of route activities using existing systems and protocols. Exercising discretion in carrying out activities.

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.

Client & Customer Management

• Help manage internal and external clients by carrying out standard activities and providing support to others.

Internal Communications

• Use the internal communications system to access specific information.

Budgeting and Costing

• Carry out simple tasks as part of the budgeting process.

Facilities

• Support others by performing a range of facilities management activities.

Education

• Grade 12/SAQA Accredited Equivalent (Essential); Secretarial diploma (Advantageous)

Experience

• At least 10 or more years' experience supporting executive management (Essential).

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Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

Operational Compliance

• Develop working knowledge of the organisation'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.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); LLB/B Proc or any relevant 3 year Legal / Business related degree (Essential); STI Qualification (Advantageous); RE compliant (Advantageous); FAIS compliant (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).