Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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Job Purpose
- The Digital Enablement Manager is responsible for ensuring that digital product and design teams—particularly UX, UI, and related product support functions—are effectively structured, appropriately resourced, and well-aligned to deliver high-quality digital experiences. The role is also responsible for driving operational efficiency across the digital enablement function by coordinating workflows, managing team capacity, and fostering strong cross-functional collaboration. In addition, the incumbent is responsible for enabling the consistent delivery of user-centred, innovative digital solutions by embedding best practices, removing delivery obstacles, and ensuring teams are set up for success.
Responsibilities
Digital Strategy/Transformational Projects Execution
- Lead execution of digital road map, establishing and managing business processes, programs, and projects, resource allocation, KPIs, and governance activities. Manage a transparent and structured intake process for digital design and product requests, ensuring all incoming work is visible, trackable, and aligned with strategic priorities. Apply a consistent prioritisation framework that balances business value, urgency, and team capacity across business units. Ensure all requests are evaluated against platform roadmaps to maintain alignment, maximise impact, and prevent duplication of effort across digital teams.
Workforce Planning
- Ensure alignment of UX, UI, content, and product design capacity with the digital roadmap by proactively matching the right skills and resources to upcoming initiatives and business priorities. Maintain a forward-looking view of team availability and capability gaps and collaborate closely with Department Heads or Senior Managers to anticipate and address hiring or upskilling needs.
Operations Management
- Lead and coordinate operational planning sessions—such as quarterly planning and sprint readiness—to ensure digital product, platform, and design teams are fully prepared for upcoming initiatives. Act as a neutral facilitator to align stakeholders on scope, timing, and interdependencies, ensuring smooth execution and cross-functional coordination.
- Work closely with design leadership and digital product owners to track and support the end-to-end delivery of digital design work. Ensure consistency in design standards, handoffs, and delivery timelines. Partner with the design manager to oversee design quality assurance (QA) processes and maintain effective feedback loops to continuously improve output quality. Champion the effective use of collaboration and delivery tools (e.g., Azure DevOps, Jira, Figma, Confluence, Miro) to support operational efficiency and visibility across teams. Drive workflow standardization to reduce administrative overhead and improve consistency. Support onboarding and training to ensure teams are equipped to use tools effectively.
Work Scheduling and Allocation
- Develop medium- or long-term work schedules that enable the organization to achieve its business goals. Involves coordinating across multiple teams. Maintain a centralized view of team schedules, overlapping work, and delivery risks to support effective workforce deployment. Identify and resolve scheduling conflicts or bottlenecks early, and coordinate across multiple squads or streams to ensure smooth and balanced delivery flow.
Stakeholder Engagement
- Identify and manage stakeholders, 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. Foster strong collaboration between digital product, design, development, marketing, and business teams by promoting open communication and shared goals. Proactively surface blockers and facilitate their resolution through the appropriate channels. Ensure communication flows are structured, timely, and inclusive, enabling alignment and momentum across all stakeholders.
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 light-touch reporting and visibility into planned vs actual capacity, throughput, and delivery health. Highlight trends, bottlenecks, and upcoming peaks to inform planning. Support continuous improvement through retrospective insights.
Governance (Digital Platforms)
- Clarify roles and responsibilities within the Digital Enablement team and ensure feature compliance with the organization's Digital Platform decision-making structures and processes. Ensure alignment with governance frameworks. Act as a liaison between digital enablement and governance teams to ensure compliance with delivery standards.
Leadership and Direction
- Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals.
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.
Personal Capability Building
- Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team and beyond in the function. Maintain external accreditations and in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media. Stay abreast of industry trends and emerging technologies to maintain a competitive edge and recommend relevant adaptations to the digital strategy.
Education
- Degree in Business, Solution Engineering, Project Management, or related field. (Essential); Certifications in Agile, SAFe, or Digital Product Management (Advantageous)
Experience
- 5 years experience in digital operations, service design, or delivery enablement (Essential); Experience working with cross-functional product and design teams (Essential). Advantageous Experience: Experience in agency-style traffic management or studio operations; Exposure to business process mapping and workflow automation; Familiarity with digital governance and compliance frameworks; Business Process Mapping; Project Management; Business Process Analysis. 5 years' experience in planning, managing and organising resources within short / medium timescales (Essential); Strong background in managing workflows in Agile development environments.
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Job Purpose
- Provide coaching, guidance, feedback, recommendations and follow up on identified coaching opportunities to call centre consultants and managers. Focus on an end to end basis on service complaints, customer feedback, surveys, SQA, product change/new product alignment training and other best in class call centre techniques in order to support an excellent delivery of the customer experience.
Responsibilities
Customized Coaching Plan and Delivery
- Develop training courses to fill gaps in existing programs, methods or tools. Run training programs for specific technical areas using prepared content.
- Provide one-on-one coaching to improve performance (product knowledge, policies, procedures, and compliance).
- Ensure that each consultant are guided and coached in accordance with the measures, goals and objectives set for them.
- Align internal stakeholders (Learning and Development Department) to ensure training stays relevant.
- Ensure effective change management to consultants in terms of communicating and procedural changes in applicable process’, scripting, product knowledge etc.
- Ensure that consultants are aligned to the brand specific people programme through the management of the onboarding process for consultants.
Coaching Needs Analysis
- Support the identification of learning needs by analyzing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions.
- Identify coaching opportunities by considering the end to end customer experience failures.
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.
- Identify, within consultant's performance, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, provide coaching when required.
Work Scheduling and Allocation
- Organize own work schedule each day in line with changing priorities.
Insights and Reporting
- Extract and combine data to generate standard reports. Provide continuous feedback and reports to individual and management in terms of coaching impact as well as performance improvement.
- Present findings and recommendations on possible coaching opportunities to Management for approval in order to implement coaching initiatives.
Internal Client Relationship Management
- Build effective working relationships within the internal support departments within the organization, delivering high-quality professional services. Consult and provide feedback and support to consultant's managers and consultant in terms of required coaching needs.
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.
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. Ensure up to date knowledge of STI Procedures and philosophies so that work meets operational and financial results against targets. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
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Job Purpose
- To lead a team of dedicated, specialist Claims staff in order to obtain the lowest possible claims cost while delivering consistently high levels of service to every customer.
Responsibilities
Operations Management
- Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
Organizational 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 to others in own area of expertise to enable others to improve performance and fulfill personal potential.
Customer Relationship Management (CRM) Data
- Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
- Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
Customer Service
- Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
- Ensure effective customer relationships and maintain customer satisfaction at all times.
Leadership and Direction
- 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 organization's strategy, mission and vision; motivate people to achieve local business goals.
Performance Management
- Respond to personal objectives and use performance management systems to improve personal performance.
- Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Customer Management
- Help manage customer relationships by using relevant systems.
- Insights and Reporting Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
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.
Correspondence
- Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).
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
- Grade 12/ SAQA Accredited Equivalent (Essential) (Required)
Experience
- 3 or more years Financial Services industry experience within a call centre environment (Essential); STI experience (Essential); 2 or more years Claims Experience (Essential);. 1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)
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Job Purpose
- Capture and process warranty and service plan claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.
Responsibilities
Customer Management (Internal)
- Help manage customer by carrying out standard activities to complete the customer request.
Data Collection & Analysis
- Ask questions, collect data from a variety of sources, analyse information and investigate claim.
- Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (supplier contract and/or negotiation) to accurately cost applicable claims on a day-to-day basis.
Work Scheduling and operational compliance
- Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
- Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
- Remain up to date with current and new product knowledge to enable effective decision making.
Administration
- Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
Correspondence
- Respond to routine requests using telephonic conversation or emails (internal and external).
- Ensure regular feedback to customer, service providers and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the claim department.
Document Management
- Create, organise and maintain files containing the correspondence relating to policies and matters and claims to be uploaded on internal system.
Document Preparation
- Prepare and manage claim documentation for customers.
Up-sell Customer Propositions
- Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional products/services.
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Job Purpose
- Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.
Responsibilities
Customer Management (External and Internal)
- Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
Customer Needs & Analysis
- Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
Up-sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
Correspondence
- Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Administration
- Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Operational Compliance
- Work according to an assigned schedule.
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service or Sales 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
- Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.
Responsibilities
Customer Management (External and Internal)
- Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
Customer Needs & Analysis
- Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
Up-sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
Correspondence
- Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Administration
- Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Work Scheduling and Operational Compliance
- Work according to an assigned schedule.
- Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (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.
Education
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
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Job Purpose
- To lead, coach and mentor a team of dedicated and task focused recovery specialists to ensure the best client and company outcome is achieved whilst delivering consistently high levels of service to each and every stakeholder. To achieve this it is critical to maintain a service and cost focused outcome that can deliver in the areas of Timeliness, Quality & Cost.
Responsibilities
Leadership and Direction
- 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.
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. Coaching and Training Coach, train and mentor direct reports using technical expertise to maximise saving opportunities.
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.
- Develop and monitor performance standards accordingly in order to improve individual and operational performance.
- Plan, schedule and review workload to improve productivity by measuring results against targets.
- Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence.) Identify, support and implement the training needs for the department.
Customer Service
- Help establish and implement customer service standards while supervising a team or similar unit. Deal with most complex and valuable issues. Insights and Reporting Contribute to the preparation of various data and analytics reports. Improvement / Innovation Support others by implementing improvements and carrying out simple change management tasks.
Budgeting
- Track budgets and report variances to more senior colleagues.
- Operational Compliance Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct. Continually monitor and review the operational standards (Operating Procedures) to maintain the correct quality of operational activities and stimulate continuous improvement.
- Ensure that non-conformance and variances within the function is rectified as a high priority.
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.
- Insurance Claims Evaluation 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.
- Negotiate settlement of insured losses in line with delegated authority.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Relevant 3 year Business degree / diploma in Business Management / Campaign Management and Contact Centre (Advantageous) (Required)
Experience
- 4 to 6 years' in a decision-making position within the financial industry in the disciplines of Recoveries and/or Liabilities (Essential). 2 to 4 years' experience in managing others and managing managers (Essential)
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Job Purpose
- Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team.
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
- The Desktop Home Assessor plays an essential role in the claims process, working virtually to contribute expertise in cost validation and scoping accuracy, and end-to-end management of the claim evaluation and subsequent fulfilment activity assigned to them.
Responsibilities
Operations Management
- Carry out operational tasks by following established processes. This will involve adjusting multiple settings or parameters to meet performance standards.
- Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle.
- Accurate quantification, identification and validation of vehicles.
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.
- Consistently provide service in accordance to the pre-agreed service and functional standards.
- Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digital assessments and “country trips”.
Client & Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others.
- Effectively engage with the customers and deliver service that goes beyond what is expected (more than just the claim).
- Effectively build, maintain and manage relationships with service providers and customers.
Continuous Improvement
- Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
- Conduct workload activities in most efficient and cost-effective manner.
Personal Capability Building
- Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
- Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
- Specialise in specialist vehicle knowledge and apply skills to optimise repair cost
Education
- Grade 12/ SAQA Accredited Equivalent (Essential) (Required)
Experience
- 2 - 4 years’ work experience in the following (Advantageous):
- Workshop / Motor Industry experience
- Front line / client relationship experience in a panel beating environment.
- Practical panel beating, spray painting, mechanical and electrical experience
- Assessing experience at a short term insurer
- Estimating in a panel beating environment.
Method of Application
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