Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Resolve day to day operational security tasks and incidents. Act as Escalation point for specialists as a Level 1. Incident Response Specialist /SOC /L2 Breach and response lead member. Ensure centralised and dedicated cyber security technologies and operations functions operate at the right level of maturity, are effective and optimised. Ensure operations functions adequately support CIT's information & cyber security outcomes. Ensure operations functions produce relevant measurements and metrics to support CIT’s cyber & information security decisions. Ensure operations functions continue to mature and adequately adapt to the changing threat landscape.

Responsibilities

Information Security

• Define business impact of security incidents and identify and drive recommendations for change to prevent similar incidents. Ensure, through appropriate planning, execution, oversight of implementation and management of centralised and dedicated operations, CIT is able to appropriately identify, protect, detect, respond and recover to information & cyber security threats. Where possible, play the role of a lead-in to further enhancing and optimising said lifecycle. Ensure effective Threat Hunting and Threat Intelligence is performed. Conduct penetration testing/offensive security procedures as required.

Operations Management

• Supervise others working within established operational systems. Participate and take ownership during information & cyber security incident response activities, and specifically as it pertains to cyber security operations. Act as Incident Response Specialist /SOC /L2 Breach and Response as lead member. Escalation point for specialists as a Level 2. Oversee and perform Identity and Access Management and Privileged access Management tasks.

Risk Management & Analysis

• Develop and/or deliver a contingency plan for significant aspects of the risk management and/or control process. Maintain visibility of emerging information & cyber security threats and trends, and adjust operations activities to best defend against such threats.

Operational Compliance

• Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Take ownership of and optimise operation of dedicated and centralised cyber security technologies. This includes establishing relevant, operating procedures and other mechanisms to ensure consistent execution and quality outcomes.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Provide input on cyber security operations metrics and indicators. Report on key cyber security operations metrics and indicators to management and colleagues.

Stakeholder Engagement

• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions. Build and maintain relationships with teams and areas within CIT towards ensuring collaboration and overall successful functioning of cyber security operations across the organisation. Collaborate with the Enterprise Architecture function around strategic cyber security technology selection and investment, or technologies with an impact on cyber security.

Operational Procedure Development

• Draft policies, procedures, and related guidelines within an area of expertise to meet defined key principles and ensure compliance with external requirements. Take ownership of and drive maturity of operational technologies, associated workflows and procedures across a variety of areas such as Internet and dark web cyber threat exposure, network and communications security, endpoint security, identity & access management, application security for proactive and reactive technology protections, vulnerability management and incident response and forensics.

Personal Capability Building

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and indepth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media. Maintain and renew understanding of the information security operations landscape, both current and as it continues to evolve.

Building Capability

• Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organisation in area of expertise.

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. Implement improvements and continuously mature cyber security operations activities.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential) Relevant industry certifications, such as Security+ ,CEH, MSCE, MCSA or equivalent (Essential) University degree in an information technology or related domain (Advantageous) Relevant Industry certification; OSCP or alternative in offensive or defensive security certifications(Advantageous) Relevant system / IT engineering certifications in on prem or cloud environments (Advantageous)

Experience

• 3-5 years' experience in information / cyber security (Essential); Strong experience and understanding Cyber Security frameworks and applying it (Essential); Experience in Security Operations (Essential); Exposure and/or experience in Security Architecture; (Advantageous) Experience in Threat Hunting and Threat Intelligence (Advantageous)

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Job Purpose

• Providing effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet customer needs.

Responsibilities

Customer Service

• Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution. Provide a quality service to customers, both via telephone and email.
• Customer Needs Clarification
• Determine customer’s core need, in an effort to meet their expectations from a customer and product offering point of view. Conducting needs analyses to identify most appropriate product offerings (upselling). Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.
•  Administration
•  Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.
• 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. Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.
• 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.
•  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.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

Experience

• At least 2 years experience in a Service /Collections / Retentions environment.
• Advantageous: Complaint handling.
   

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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 Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

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

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Job Purpose

• Responsible for customer policy maintenance by obtaining and capturing information from the relevant parties. Assist with administrative amendments, provide information and insights on policies, additional benefits, and up-sell products to the customer.

Responsibilities

Customer Service

• Attend to all VIP projects, VIP Business Key Managers, VIP Customers and Brokers / Business partners calls and emails.
• Assist VIP clients and VIP brokers in resolving queries via telephone and email.
• Adhere to customer service centre processes and procedures (e.g. work standards, schedule adherence, workflow processes etc.)
• Ensure quality standards are met (e.g. accurate data capture, accuracy and relevance of information provided, customer retention - SQA evaluations as source)
• Support VIP customer retention to meet customer needs.
• Inform VIP clients on returned debit orders and resubmission of debit orders, provide them with documents and manual letters and provide relevant solutions to VIP customer queries.
• Assist with refunds: dual insurance, error in billing, cancel credits etc.
• Log errors relating to policy renewals and system errors.

Customer Relationship Management

• Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
• Build, maintain and manage relationships with all internal and external stakeholders.

Sales Opportunities

• 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 - Up selling to existing VIP clients to ensure they are adequately insured.

Re-selling policies/Reinstatements.

Customer Needs and Analysis

• Responsible for investigating policies, by doing a deep dive exploration, listening to calls and providing a summary. 
• Providing product information to VIP clients to ensure they understand their cover. 
• Refund and equalise premiums as needed.
• Administration on policy amendments, including adding cover, removing cover, correcting sum insured etc.
• Assist with underwriting cancellations and customer retentions.
• Assist in providing better packages/premiums to clients.

Insights and Reporting

• Extract and combine data to generate standard reports.
• Analyse management information on trends and report daily,  weekly and monthly on shareholder sales, outstanding requirements, and other trends identified. 
• Report monthly on VIP queries, amendments, annual policies, and other trends as identified.

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.

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.

Education

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

Experience

• 2 to 3 years' work experience in an insurance environment (Essential); 
• 1 year call centre experience in Financial services industry (Advantageous)
• Client Services experience (Advantageous); 
• Domestic and commercial underwriting experience (Advantageous).
   

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Job Purpose

• Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand. Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results.

Responsibilities

Operations Management 

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization'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.

Customer Management (External) 

• Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response. 

Operational Compliance

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

Leadership and Direction

•  Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals. 

Capability Building 

• Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching in own area of expertise to enable others to improve performance and fulfill personal potential. 

Customer Relationship Management (CRM) Data 

• Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate. 

Insights and Reporting 

• Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals. 

Work Scheduling and Allocation

• Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.

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. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products. Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

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Responsibilities

Underwriting Management Support

• The underwriting of new business and renewal cases by verifying the completeness and accuracy of information and checking against standard rates, referring issues to senior colleagues when necessary. Insurance Policy Administration Evaluate new and updated customer and policy information on the relevant systems and set up premium collections, liaising with the intermediary to clarify incomplete and potentially inaccurate information and referring unresolved issues to others. 

Document Management

• Create, organize and maintain files containing the correspondence and records. Obtain all required information and documents to proceed with the claim. 

Administration

•  Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues. 

Intermediary / Customer Service Management

• Carry out standard intermediary / customer service activities and handle simple customer enquiries.

 Stakeholder Engagement

•  Support stakeholder engagement by arranging actions, meetings, and events. 

Compliance 

• Work within standard compliance systems and report simple non-compliance issues. Comply with service level agreements and quality standards. 

Personal Capability

•  Building Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. 

Continuous Improvement Contribute

• to optimising work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for brokers. 

Data Management

•  Support others by working on a variety of data management tasks.

 Performance Management 

• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance. 

External Communications

• Create positive experiences for clients by interacting courteously with them.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)  (Required)

Experience

• 1 – 3 years Financial Services industry experience (Essential); Short-term insurance product knowledge / intermediary experience (Advantageous).
   

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Job Purpose

• Plan, initiate, grow and manage portfolios and business partners into profitability through relationship building and risk management. Lead and guide the work of specialists and serve as the liaison with Senior Managers and Executives to identify business needs to design and describe solutions that can deliver value. Monitor progress to assure deadlines, standards, and cost targets are met.

Responsibilities

Portfolio Management

• Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.

Underwriting Management

• Review, rate and underwrite assigned new business and renewal cases within prescribed authority level, escalating unusual or complex cases to senior colleagues where appropriate. Knowledge of reinsurance and facultative placements.

Insurance Claims Management

• Investigate the circumstances of claims and the nature and extent of clients' losses. Review and evaluate information gathered using own subject-matter expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability.

Intermediary Management

• Build and maintain relationships with intermediaries while also helping senior colleagues.

Stakeholder Engagement

• Engage, and build relationships, with stakeholders across the value chain. Facilitate meetings with large groups of stakeholders. Work with front-end, back end developers, marketing, sales, service departments to ensure a holistic management of deliverables. Engage with third-party suppliers or providers to deploy new technology and review and execute the deliverables.

Data Collection & Analysis

• Gather project data and report on the state of the performance of the portfolio.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates for Exco and senior management. Lead execution of complex reports to provide a performance overview for the key portfolios. Identify and interpret complex patterns and trends, and translating those insights into actionable recommendations.

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.

Continuous Improvement

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

Internal and External Communications

• Execute a communications plan within established internal communication systems and procedures. Send Communications to Exco or senior management on project tracking and problems to gain buy-in for changes to processes and procedures.

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.

Business Development

• Monitor and assess sales and market data for a specific geographic region and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Short-term Insurance Certificate (NQF4) (Essential); FAIS and RE5 qualification (Advantageous)

Experience

• 3 or more years’ experience in Intermediated, Broker and Underwriting Manager environment (Essential); Experience in Financial Services Industry (Essential); Experience in Key Account Management Advantageous).
   

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Job Purpose

• Provide administrative support and assistance to internal and external stakeholders. Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues. Assist with general administration and collation of data as required from time to time.

Responsibilities

Data Collection and Analysis

• Accurate collation and analysis of information for submission to external parties and audits. Ensure accurate recording of information on any systems used internally or by external parties. Assist in setting up and maintaining administration processes.

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.

Document Management

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

Client & Customer Management

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

Stakeholder Engagement

• Effectively build and maintain relationships with both internal and external stakeholders and partners. Ensure effective service delivery to meet stakeholders needs within specified SLA’s. Provide ad hoc project support within the department.

Work Scheduling and Allocation

• Organise own work schedule in order to get the job done.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Education

• Diploma or Degree in the Company Secretarial field (Advantageous), Grade 12/ SAQA Accredited Equivalent (Essential)  (Required)

Experience

• 2 or more years' experience in an administrative role dealing with company secretarial duties (Essential); 2 or more years' experience in facilitating amendments to company profile with CIPC and engaging with Auditors(Essential); General administration services and data collation experience (Essential).

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Job Purpose

• As a Business Partner at TIH Advisory, you will play a crucial role in giving businesses and individuals peace of mind, through comprehensive insurance solutions. We are seeking motivated professionals with a proven track record in commercial insurance advisory services.

Responsibilities

• Conduct thorough needs analysis and advising clients on suitable insurance solutions.
• Develop and implement customized insurance solutions strategies to meet clients' commercial and personal insurance needs.
• Provide ongoing support and guidance to clients, reviewing their portfolio regularly and adjusting as needed.
• Build and maintain strong relationships with clients through proactive communication and exceptional service.
• Stay informed about industry trends and regulations, continuously enhancing your knowledge and skills to better serve clients.
• Collaborate with team members to achieve collective goals and contribute to the overall success of the organization.

Education

• RE 5 (Essential); Bachelor's degree in Finance, Business Administration, or related field (for recent graduates); Preferred; Short-Term Insurance certificate (preferred)

Experience

• Minimum 2 years of experience in financial advisory services  (Commercial & Non-life preferred); Proven track record of success in insurance sales and client relationship management; Strong understanding of insurance products and industry regulations; Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients; Demonstrated ability to work independently and collaboratively in a fast-paced environment
   

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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 (Essential); Regulatory exam 5 (Advantageous)

Experience

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

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Job Purpose

• Support the work of the Marketing team on all work directed at planning and executing the marketing campaigns against set targets and budgets. Collaborate and work with other teams within Group Marketing.

Responsibilities

Marketing Planning

• Contribute information to marketing and campaign plans.
• Coordinating the Marketing campaign calendar and ensure that all campaigns are executed timeously.
• Checking and trafficking the sign-off process on all creative development of campaign materials, such as emails, sms, app notifications, etc.
• Coordinate the campaign code process (aka as VDNs), from requesting the campaign codes, to ensuring they’re on the campaign management system  and ready for campaign deployment.
• Check and test all campaign codes are active on all systems/platforms, e.g. test hyperlinks on campaign emails, SMS’, Facebook ads, and any other campaign chanel to ensure the leads from those hyperlinks are received and recorded on internal systems.

Marketing Execution

• Use the marketing system and protocols to deliver mostly routine support services.
• Assist with customer service response protocol to ensure all responses to queries and complaints (online, email, sms) are appropriate, timeous and consistent.
• Coordinate and ensure all Cost Estimates and Invoices are signed and distributed to the correct person/department.
• Assist on a variety of ad-hoc marketing and communication initiatives, as needed.

Marketing Campaign Development

• Carry out supplier and contract management tasks to support advertising/promotion/other marketing campaigns.
• Assist in compiling briefs to internal and external service providers, e.g. creative brief to the internal creative studio; data request brief to Data Science and Analytics,  creative brief to external agencies.
• Create emailers on the Email Service Provider, e.g. Mail Chimp, Everlytic. 
• Create SMS campaigns on SMS Service Provider, e.g. SMS Portal.

Marketing Communications

• Assist with the development and delivery of marketing communications to support the business plan and increase retention and customer lifetime value.

Stakeholder Engagement (Internal)

• Support stakeholder engagement by arranging actions, meetings, and events.
• Compile campaign briefs to call centre and operations to ensure that all call centre agents are timeously advised of new campaigns and that required product training has been completed.

Data Collection & Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats.
• Assist in tracking all campaign reports from Email Service Provider, SMS Service Providers, Telephony systems, and any other software tool, or otherwise, used for the execution of the tactical campaigns.
• Ensure management and trafficking logs with other internal departments such as IT, Digital Development team.

Personal Capability Building

• Develop and maintain excellent process or technical skills, develop and maintain an understanding of relevant technology, by participating in assessment and development planning activities as well as formal and informal training and coaching.

Organisational Capability Building

• Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.

Education

• (3 year degree in marketing/communication or related (Essential); Post graduate communications degree (Advantageous)  (Required)

Experience

• 2-3 years' experience in a Marketing Assistant role (Essential); Experience working within a Financial Services Industry (Advantageous).
   

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Job Purpose

• Use data to extract quantifiable insights from past trends and current conditions that increase TIH profitability and improve efficiency. The primary role is to turn data into knowledge to enable and improve key business processes.

Responsibilities

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.

Solutions Analysis

• Analyse specific problems and issues to find the best solutions. Solutions could be technical or professional in nature. Contribute to development of existing and new applications and processes by analysing and identifying areas for modification and improvement.

Data Collection and Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues.

Data Management

• Use data management systems to deliver prescribed outcomes with guidance from senior colleagues. This includes being responsible for operating key elements of the system.

Stakeholder Engagement

• Contribute to stakeholder engagement through identifying 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.

Business Requirements Identification

• Collect business requirements using a variety of methods such as interviews, document analysis, workshops, and workflow analysis to express the requirements in terms of target user roles and goals. 

Building Capability

• Develop personal capabilities using existing formal and informal training opportunities, while also coaching others as required.

Organisational Capability Building

• Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential. Provide coaching to team members to develop their skills.

Education

• Bachelor’s degree in Business Management, Statistics, Economics, Informatics, Computer Science or similar (bachelor degree requirement might be waived with proven specialised training/certifications) (Essential); Majoring in Statistics or Data Science (Advantageous)

Experience

• 3 or more years of proven business analysis or related experience (Essential);
• Experience and knowledge of the financial insurance industry (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

• 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)