Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• The Test Team Lead is responsible for coordinating and guiding the day-to-day testing activities within the software development lifecycle.  This includes leading the execution of test plans across functional, integration, regression, and user acceptance testing phases. Working closely with testers, developers, business analysts, and project stakeholders, the Test Team Lead ensures that testing is conducted efficiently and effectively, with a strong focus on quality and collaboration.
• Key responsibilities include supporting the definition of test strategies, managing test cases and defect tracking, and helping to embed best practices in testing processes. The Test Team Lead plays a hands-on role in testing efforts, while also mentoring junior team members and contributing to the continuous improvement of quality standards across projects.

Responsibilities

Quality Testing

• Select the appropriate complex tests or tests from a specified range and carry out using specialised methods and equipment; validate and interpret test data to verify that specifications are met and/or to identify remedial actions required to ensure conformance or suitability.
• To take responsibility for: time management; reporting and monitoring; risk management; issue management and quality assurance.
• Carry out a range of quality management activities under the guidance of senior colleagues. Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System.
• Support the design, development, and documentation of new policies, procedures, and business processes.

Leadership and Direction

• Supervise a team performing routine work. Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals. Provide training and mentoring to more junior colleagues.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
• Responsible for Testing Team as well as functional responsibilities aligned with improving product quality.

Project and Program Stakeholder Engagement

• Deliver stakeholder engagement activities to support development of effective project working relationships and to identify and respond to stakeholder needs and concerns.

Testing IT Performance

• Assist with the design and perform website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
• Ensure conformity to the SIT/UAT entry and exit criteria decisions.

Responsible for Environment readiness (SIT/UAT).

• Oversee and review automated and functional test scripts, execute complex test scripts, monitor the execution of automated scripts and ensure results are recorded and reported on.

Insights and Reporting

• Contribute to the preparation of various data and analytics reports.
• Provide status report detailing test coverage and defect analysis to relevant stakeholders.

Organisational Capability Building
Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their

• capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Quality Testing Design

• Validate new or existing complex test methods and procedures; identify issues and recommend improvements to contribute to further development.
• Oversee that test scenarios and scripts are prepared in a structured way, prioritised to reflect business or technical priorities and are approved by appropriate stakeholders. Scope is to cover test cycle contents and regression packs.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.

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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); ISTQB foundation certification (Essential); ISTQB Advanced Test Manager Certification (Advantageous); Relevant IT degree/diploma (Advantageous)

Experience

• 5 or more years’ experience in a software Test Analyst/Lead role (Essential); Experience having worked on more than 6 IT software projects (Essential); Knowledge of Agile process and SDLC (Software development life cycle) (Essential); Experience in the Financial Services Industry (Advantageous). 3 or more years supervising and directing people and other resources to achieve specific end results within limited time-frames (Essential)
   

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Job Purpose

• Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

Customer Needs Clarification

• Set clear objectives for each call; adhere to SOP's in place to liaise appropriately with the customer. Ask relevant questions to evaluate the customer's needs and most suitable products linked to the customer's profile, 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, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures. Develop 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.

Customer Management

• Help manage customers by carrying out standard activities.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

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 and KPI's.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 2 or more years sales experience (Essential); 1 year retentions experience (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 gather relevant information to assist in resolving customer requests.

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 customized responses (internal and external).

Operational Compliance 

• Develop working knowledge of the organization'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 (Advantageous).
   

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Job Purpose

• We are seeking a skilled and motivated Intermediate IBM Integration Specialist to join our integration team. The ideal candidate will have hands-on experience with IBM Integration Bus (IIB) v10, IBM App Connect Enterprise (ACE) v12, and IBM MQ, and will be responsible for designing, developing, deploying, and maintaining integration solutions that support business-critical systems and processes.

Responsibilities

Application Software Development

• Develop existing applications and contribute to development of new applications by analyzing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Applications Software Maintenance

• Monitor, identify, and correct straightforward software defects to maintain fully functioning applications software.

Testing IT Performance

• Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.

Information Security

• Implement required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.

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. Continue to learn new languages/technologies.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Application Software Roadmap

• Maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)

Experience

• 3 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).

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 Job Purpose

• Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

Responsibilities

Client & Customer Management (External)

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

Data Collection and Analysis

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.

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.

Administration

• Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar.

Correspondence

• Respond to routine requests using form letters or emails and to more unusual requests by editing templates to create customised responses.

Document Management

• Create, organise and maintain files containing the correspondence and records of a senior colleague.

Document Preparation

• Prepare routine letters, memoranda, reports and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 1-3 years Financial Services industry experience (Essential); Commercial/Business Insurance and STI insurance experience (Advantageous).
   

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Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

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

• Matric / Grade 12/ SAQA Accredited (Essential)

Experience

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

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Job Purpose

• Plan and execute campaigns within the defined timelines. Proactively manage campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for all TIH campaigns (sales, collection, retention, service, admin) in real time. Track, influence, provide solutions and escalate any factors that might affect performance.

Responsibilities

Campaign Planning

• Contribute to the development of the campaign strategy to optimsse the campaigns performance to reach business goals.
• Define the campaign brief outcomes to meet the required set targets with the business.
• Plan and design the campaign; the timelines and resource capability and skill set required, liaising with multi-channel contact centre management; workforce management.
• Provide input into the design of new campaigns, engaging with marketing.
• Support business in driving new initiatives or special projects.

Project/Campaign Management

• Implement and optimise campaign strategies and cohesive customer engagement according to the plan to drive the achievement of the Business Unit targets.
• Manage, track and govern campaign settings on dialer guided by models to support strategy.

Stakeholder Engagement

• Liaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
• Liaise and support and provide input regarding campaigns for many stakeholders in TIH business, for example; Heads, Marketing, Business Intelligence, IT and compliance team.
• Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement.

Insights and Reporting

• Maintain, analyse, re-engineer and evaluate new and existing campaigns; as well as share/present to the Business Unit the progress, performance, opportunities, threats and insights pertaining to campaign metrics, volume and quality of data, resources and skill sets, results, commercials (cost per contact, p-factor), gaming of contacts or leads.
• Provide input and review scripting of campaigns and how the campaign performs.

Continuous Improvement

• Identify and implement optimisation plans around targeting with the goal of increasing campaign profitability.
• Implement initiatives to improve campaign performance based on lead optimisation and segmentation.

Operational Compliance

• Ensure data processes are adhered to – lead scrubbing, data optimisation and segmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements.
• Highlight any identified contact centre abuse of leads.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching.  Maintain an understanding of relevant technology, and industry best practices through ongoing education, and reading specialist media.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business degree / diploma in Business Management / Campaign Management and Contact Centre (Advantageous)

Experience

• 3 or more years experience Campaign Management (Essential);
• Data management experience (Essential);
• Analytics or MI experience (Essential);
• Dialler Management (Essential);
• Experience in the financial services industry (Advantageous);
• Experience of dealing with relevant stakeholders e.g. work force management, contact centres, marketing (Advantageous).

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Job Purpose

• Design user interface and the visual and user-experience elements of digital products through research, testing, planning and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.

Responsibilities

Design and Conceptualization

• Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions using Brand CI

Customer Experience Mapping

• Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions

Customer Needs/Experience Research

• Complete research and analyze data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations

Product and Solution Development

• Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems

Internal Client Relationship Management

• Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans

Improvement / Innovation

• Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing

Personal Capability Building

• Act as subject matter expert in an area of expertise. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)  (Required)

Experience

• 5 or more years' UX/UI design experience (Essential); Experience in the Financial Services industry (Advantageous). 1 or more years' experience of general supervision of more junior colleagues (Essential)