Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Implement and manage strategic initiatives to enhance both customer and staff satisfaction, increase policy retention and drive organizational strategy in order to achieve company targets and objectives.

Responsibilities

Operations Management

• Oversee an operational area with guidance from senior colleagues. Could involve responsibility for development or delivery (or both).Ensure that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets. Enable the team through required business processes, systems and knowledge.  Hold regular team meetings and ensure that actions are recorded and executed. Continuously monitor and address absenteeism trends.

Leadership and Direction

• Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals. Grow, develop, lead, motivate and empower the team. Contribute to the design and implement management and business plan for each Financial Year.

Building Capability

• Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise. Revise coaching needs and role profiles to customer focused context and expectations.

Compliance

• Ensure that all recruitment and employment is carried out in accordance to company policy and procedure and in compliance with current employment legislation. Deliver on treating Customers Fairly in alignment with regulatory requirements.

Performance Management

• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Articulate and communicate key deliverables and business context to the team. Ensure development plans for the team are created, contracted and monitored. Ensure alignment of performance management contract to overall business drivers and customer experience expectations.

Program Realization of Business Benefits

• Develop and manage the delivery of a plan to evaluate and track business benefits and to identify actions needed to maximize these.

Project and Program Stakeholder Engagement

• Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders and develop positive stakeholder relationships. Engage with all relevant people/other departments in the business and coordinate relevant inputs (people, systems and processes) to achieve or improve the required results (on time and according to the relevant quality standards).

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.

Continuous Improvement

• Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing our departmental processes, systems and protocols and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement and to ensure best practice.

Budgeting & Costing

• Track budgets and report variances to more senior colleagues. Effectively manage the financial requirements of the business unit to meet business and profit targets.

Data Collection & Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Present findings to relevant stakeholders when required.

SKILLS 

Commercial Acumen

• Act independently to apply comprehensive understanding of the business environment and objectives developing solutions. Provide guidance and training to others.

Verbal Communication

• Apply comprehensive knowledge and guide and train others on how to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

Data Collection and analysis

• Apply comprehensive knowledge and guide and train others on how to analyze data trends for use in reports to help guide decision making.

Review and Reporting

• Apply comprehensive knowledge and guide and train others on how to review and create relevant, lucid and effective reports.

Action Planning

• Use comprehensive knowledge and guide and train others to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Planning and Organizing

• Use comprehensive knowledge and guide and train others to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Computer skills

• Independently support business processes with comprehensive understanding and the effective use of standard office equipment and standard software packages, while also providing guidance and training to others.Proficient in MS Office.; IEX.; Qlikview.; Payroll.; Avaya..

Policy and Regulation

• Apply comprehensive knowledge and guide and train others on how to interpret and apply comprehensive knowledge of laws, regulations and policies in area of expertise.FAIS Regulation.; Labour Law Regulations..

Presentation skills

• Use comprehensive knowledge and skills to communicate with other people and provide guidance and training to others on how to speak in a clear, concise and compelling manner.

Writing skills

• Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Presentation creation

• Apply concepts of knowledge / skill and provide technical guidance when required.

Costing and Budgeting

• Provide technical guidance when required for cost, budget and finance tasks.

Project Management

• Work independently and provide technical guidance when required on how to manage projects and/or programs within desired cost, time and quality parameters.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA where applicable (Advantageous) A relevant 3-year Business related degree / diploma (Advantageous).

Experience

• 5 or more years experience in a decision making position, within a financial industry (Essential). 3 to 5 years experience in managing others and/or managing managers (Essential)
   

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Job Purpose

• Responsible for the provision and co-ordination of the day-to-day GIT End User
• Support operations. Ensure high levels of customer service and act an escalation point to both Senior Management and support teams. Drive the team to be consistent, effective and high performing. Work closely with various levels of management throughout the organisation to implement change and adopt formal incident management process activities while instilling a culture of continuous improvement.

Responsibilities

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Create a service-oriented, highly-collaborative culture and ensure that the ITIL framework is adopted from an organisational level, with a starting point from GIT.

User Support

• Manage a large user support area, typically working through a team of managers and supervisors, developing a user support plan and planning and organising complex user support activities to meet user support standards.
• Ultimate responsibility for ownership of all customer incident, or logged requests.
• Ensure a timely and effective response to user queries and problems through a well-executed request and incident management process through the effective use of IT systems and a professional End User Support function. Effectively communicate during and after major incidents.
• Ensure testing of SLA parameters to ensure alignment to business requirements.

IT Support

• Drive support in the following key areas: Microsoft end-user systems; O365 enduser support; Lenovo end-user devices support; Remote user tools (Mobile
• Phones, VPN and other remote devices and technologies); Meeting and
• Conference room infrastructure; VIP support (C-Level and other VIP end users); 1st and 2nd line end-user support.
• Provide effective work support off-hours as required, including weekends, holidays, and 24/7 on-call responsibilities.

Operations Compliance and Management

• Manage a significant operational area for the organisation.
• Support the overall GIT strategy by developing and delivering operational plans and outcomes for a large portion of the business. Drive the End User Support teams to instill a customer service culture that delivers. Day-to-day management of First line technical service desk and support to respond to Internal/external customer incidents and queries via email and phone.
• Manage and coordinate of support processes, procedures and support documentation. Escalate and inform Senior Managers of all major operational issues. Monitor and review performance and behaviors within the team, identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Track incidents to conclusion in line with SLAs and quality standards. Ensure End User Support teams accurately record call data.

Stakeholder Engagement (Internal & External)

• Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
• Build service relationship with customersEnsure effective Vendor Management (Support / SLA) on an on-going basis.
• Collaborate with business leaders to discuss systems requirements, specifications, costs and timelines.
• Interact directly with IT leaders, Managers and key stakeholders to proactively communicate status on active Problem records.
• Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organisation.
• Contribute to the architecture review board from technology onboarding review through implementation and operationalisation.
• Negotiate SLA's and OLA's with relevant stakeholder, to align with business requirement and strategy.

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 throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
• Train, coach and mentor the End User Support Leads and Engineers including career development. Oversee staff activities. Builds/obtains (from other  departments) training material for support staff. As needed, schedule employees working times and provide backup support.

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.
• Prepare and coordinate the completion of various IT reports. To report on the
• status of operational fault logs and effects due to major incidents. To ensure all relevant statistics as relating to IT Services are efficiently compiled and maintained on a monthly basis.
• Report breaches of Service Levels during business hours.
• Identify trends and change business processes to ensure overall SLA improvements. Present the reports back to GIT Management and address what the trend reports are showing for optimal improvements.

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 Performance of service to ensure that service levels are achieved in line with contracts and that customers’ expectations are met. Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of GIT objectives.

Budgeting

• Track budgets and report variances to more senior management. Provide input into forecasting.

Information Security

• Collaborate with the Information Security team to ensure applications, systems, and end-user infrastructure is secured.
• Ensure technology is monitored and maintained to ensure maximum access and peak performance.
• Identify and mitigate risks in the services organisation

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); MCSA, A+, N+, ITIL Foundation certifications (Essential)

Experience

• 5 years’ Service Desk & Desktop Support operational experience (Essential) 5 or more years' Proven track record as a Technical Service Desk and Desktop Support Manager (Essential); Experience and Understanding of IP networks traffic, firewalls, routing, Active Directories, Mimecast (Advantageous). 5 or more years' experience running and Managing End User Support teams (Essential)
   

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Job Purpose

• Execute and maintain effective Media and Channel integration strategies across all advertising channels in order to meet annual BI & VAPS targets, build brand presence and drive future business growth, with consideration for brand positioning and meeting Group Marketing Media and Channel performance objectives.

Responsibilities

Leadership and Direction

• Communicate the Budget band action plan; explain how this relates to the function's strategy and action plan and the broader organisation's mission and vision; motivate people to achieve local business goals.

Marketing Execution

• Execute a marketing plan for the Budget brand and specialty area while working within established marketing systems. Execute the digital marketing plan by providing input regarding the implementation of initiatives.

Marketing

• Develop and deliver a plan for significant aspects of a product, service or marketing area under guidance from senior colleagues.
• Ensure effective implementation and maintenance of Media and Channel Integration for the Budget brand strategy launches to achieve optimal return on investment and Brand presence.

Brand

• Develop and/or deliver a plan for the Media and Channel Integration strategy within Buget brand under guidance from senior colleagues.

Stakeholder Engagement

• Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Responsible for the Media and Channel Integration implementation of strategies through collaboration with key internal stakeholders such as Marketing Managers, in order to achieve the Budget brand objectives.

Customer Relationship Management / Account Management

• Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organisation and to enable effective two-way flow of information and resolution of issues.

Contract Management

• Deliver required outcomes by managing day-to-day relationships with contract service providers while working within an established contract management plan. Achieve effective generic media buying and management through building long and short-term media partner relationships.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered. Maintain understanding of developments in the market in order to identify, explore and possibly implement Media innovation and improvement.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Digital Marketing Capabilities

• Explore new opportunities and trends across the digital marketing space and support implementation of specific capability-building initiatives outlined in the digital marketing capability road map.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A relevant 3 year Business related degree / diploma in a Commerce or related discipline such as Marketing, Media or Advertising (Essential)  (Required)

Experience

• 5 or more years' experience in Media or Channel Strategy environment (Essential); Experience within the financial services industry (Advantageous). 1-2 years' experience within a management role (Essential)
   

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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.

Experience

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