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
- 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 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 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.
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 organisation'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 organisation's strategy, mission and vision; motivate people to achieve local business goals.
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 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.
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Job Purpose
- Lead a team of Processing Claims Consultants to ensure the effective validation of already-captured claims. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.
Responsibilities
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 organisation'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; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
Operations Management
- Supervise others working within established operational systems by ensuring quality decisions are made regarding the outcome of claims.
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.
Data Collection & Analysis
- Collate and analyse claims processing data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.
Customer Management (Internal)
- Help senior colleagues manage client and customer relationships by using relevant client systems.
Document Management
- Create and ensure compliance with a company wide document management system.
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.
Correspondence
- Respond to escalated requests using telephonic conversation or emails (internal and external).
Education
- Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)
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Job Purpose
- Develop functional systems and solutions with a focus on scalability, automation, reliability, security and quality. Implement customer integrations, and improve the customer experience. Perform root cause analysis of production errors, resolve issues, design procedures for system troubleshooting and maintenance, and build tools to reduce error occurrence.
Responsibilities
- Application Software DevelopmentDevelop existing applications and contribute to development of new applications by analysing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
- Application Software RoadmapContribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
- Data-driven Product and Service ImprovementResearch data from digital product/service performance, customer behavior, and market trends to identify opportunities for product/service improvement.
- Design and ConceptualisationProduce multiple concepts and prototypes to design digital products/services.Product/Service DevelopmentDeliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
- Digital Marketing Plan ExecutionProvide analysis to monitor performance of digital marketing campaigns.
- Customer Needs/Experience ResearchSupport customer and market research by performing customer and market research and analysis techniques.
- Testing IT PerformancePerform website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
- Faults Diagnosis and CorrectionProvide fault isolation and resolution for complex challenges to limit and address issues promptly.
Education
- University / Post Graduate (Masters Degree)
Experience
- 3-6 years' experience working with Rancher 2.5+, Kubernetes, Linux, .NET Development, Angular, React, Node (Essential); Experience and understanding of Agile, Scrum and Kanban (Essential); Azure DevOps experience (Advantageous). Managerial Experience: 7 to 12 months experience of general supervision of more junior colleagues (Essential)
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Job Purpose
- Achieve sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers.
Responsibilities
Customer Relationships Development
- Connect and make calls (by telephone or in person) to allocated customers to develop new relationships, develop rapport and ensure positive customer experiences at all times.
Customer Management (External)
- Effectively manage inbound and outbound contacts from start to finish with customers, regardless of the data distribution channel. Help manage clients by carrying out standard activities. Deliver efficient customer service levels through effective call management. Deliver the TIH Service Way through personal effort and through others.
Customer Needs Clarification
- Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. 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.
Performance Management
- Prioritise own workflow and achieve operational requirements and service delivery through effective time and attendance management. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales and lead targets etc).
Customer Relationship Management (CRM) Data
- Schedule follow-up actions 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.
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 products and relevant technology, external regulation, and industry best practices through ongoing education.
Education
Experience
- 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential);
- 1 to 2 years contact centre experience (Essential);
- Knowledge of Short term or Long Term Insurance industry (Essential).
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Job Purpose
- Cultivate and maintain relationships among business partners, while supporting the development of strategies to increase revenue for TIH.
Responsibilities
Partner/Stakeholder Engagement
- Liaise with partners and all relevant internal stakeholders to communicate needs, drive effectiveness, resolve issues and create synergy and negotiate contracts and commercials with partners.
Innovation Strategy, Pipeline and Roadmap
- Champion and manage new projects to grow partnership within the innovation road map. Develop and execute plans for strategic growth and ensure the right resources are in place to execute on the strategy.
- Forecast for strategic changes and growth initiatives.
Client & Customer Management (Internal)
- Act as a business partner to important internal customers and manage relationships with them, while taking guidance from senior colleagues.
- Develop and maintain business relationships to build the brands and the business.
Horizon Scanning
- Maintain deep understanding of current technology, database management, procedures and practices, and future trends through ongoing education or market research.
Policy Development & Implementation
- Help develop procedures for an area of the organisation, and monitor their implementation.
- Responsible for the contracts and SLA agreements between the Partner, TIH / the brands and driving adherence thereof.
Budgeting & Costing
- Deliver and manage a budget for an area of the organisation or conduct complex analyses on budget progress in other areas of the organisation. Track progress against budgets within established finance systems and report variances to more senior colleagues.
Insights and Reporting
- Analyse and report on all partner initiatives and report on all key business metrics.
Project Management
- Manage a portfolio of projects while reporting to senior colleagues.
Work Scheduling and Allocation
- Develop medium- or long-term work schedules that enable the organisation to achieve its business goals. Involves coordinating across multiple teams.
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.
Education
- Bachelor degree in Business Management / Administration (Essential); Post-grad degree in Business Management (Advantageous)
Experience
- 2 to 3 years in Strategic Partner Management role (Essential); Project Management experience (Advantageous).
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Job Purpose
- Develop functional systems and solutions with a focus on scalability, automation, reliability, security and quality. Implement customer integrations, and improve the customer experience. Perform root cause analysis of production errors, resolve issues, design procedures for system troubleshooting and maintenance, and build tools to reduce error occurrence.
Responsibilities
- Application Software DevelopmentDevelop existing applications and contribute to development of new applications by analysing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
- Application Software RoadmapContribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
- Data-driven Product and Service ImprovementResearch data from digital product/service performance, customer behavior, and market trends to identify opportunities for product/service improvement.
- Design and ConceptualisationProduce multiple concepts and prototypes to design digital products/services.Product/Service DevelopmentDeliver defined features, functionality, or outcomes from a designated part of the development/engineering program, selecting the best available approach within established systems.
- Digital Marketing Plan ExecutionProvide analysis to monitor performance of digital marketing campaigns.
- Customer Needs/Experience ResearchSupport customer and market research by performing customer and market research and analysis techniques.
- Testing IT PerformancePerform website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
- Faults Diagnosis and CorrectionProvide fault isolation and resolution for complex challenges to limit and address issues promptly.
Education
- University / Post Graduate (Masters Degree)
Experience
- 3-6 years' experience working with Rancher 2.5+, Kubernetes, Linux, .NET Development, Angular, React, Node (Essential); Experience and understanding of Agile, Scrum and Kanban (Essential); Azure DevOps experience (Advantageous). Managerial Experience: 7 to 12 months experience of general supervision of more junior colleagues (Essential)
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- Manage and coordinate the sales function through independent advisors, to meet business requirements. This position is governed by internal and external policies and frameworks.
Responsibilities
Leadership and Direction
- Explain the action plan to support the sales agents 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 business goals.
Performance Management
- 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.
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.
Customer Relationship Management (CRM)
- Data Ensure that the sales agents maintain up-to-date customer relationship management data, identifying and resolving issues.
Organisational Risk Management
- Ensure the organisation is not exposed to undue risks by using risk management systems to achieve specific goals within a designated area of the business.
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.
Personal Capability Building
- Maintain an understanding of accreditation, external regulation, and industry best practices through ongoing assessments, training and education.
Data Collection and Analysis
- Collate and analyze data using pre-set tools, methods and formats. Involves working independently.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential) FAIS recognised qualification or Wealth Management Qualification (Essential); RE 5 (Advantageous); Degree/Diploma in Business Management (Advantageous)
Experience
- 3 or more years' experience in a sales and advisory environment (Essential); 2 years Long-term Insurance experience (Essential); 3 or more years' experience supervising and directing people (Advantageous)
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Job Purpose
- Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.
Responsibilities
Customer Relationships Development
- Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
Customer Needs Clarification
- Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
- Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
Sell Customer Propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
Operational Compliance
- Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Customer Relationship Management (CRM) Data
- Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
Performance Management
- Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.
Personal Capability Building
- Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
Sales Opportunities Creation
- Identify potential customers by obtaining information, referrals, and recommendations from existing customers.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)
Experience
- 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).
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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
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
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); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
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.
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Job Purpose
- Advise on and perform general legal work in order to avoid, and where not possible, reduce legal risk.
Responsibilities
Legal
- Take responsibility for managing and delivering a designated legal case work for relevant portfolio. Provide legally accurate and clear support services and deliver required outcomes within the organisation's established legal systems and protocols.
Data Collection and Analysis
- Collate and analyse data in respect of specific matters to provide accurate legal guidance. Involves working independently.
Information and Business Advice
- Provide specialist advice on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others. Resolve queries from stakeholders by providing accurate, legal advice, guidance and solutions
Document Preparation
- Provide legally accurate, clear and timeous drafting and vetting of agreements, legal opinions, policies and other relevant documentation.
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.
- Develop and maintain relationships with relevant stakeholders within the TIH Group.
- Liaise with Industry bodies regarding complaints.
- Attend project meetings with relevant stakeholders regarding legal concerns.
Improvement / Innovation
- Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
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. Keeping abreast with amendments to legislation, industry trends and best practice.
Education
- Grade 12 (Essential); LLB/BProc (Essential); Admitted attorney/Advocate (Essential) (Required)
Experience
- 3 or more years experience in a Legal Advisor role (Essential);
- Experience in financial services industry (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
- 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); RE5 and Class of Business – product knowledge (Essential). Minimum NQF Level 4 credits of 120; Short-term insurance qualification / Higher Diploma or equivalent business-related qualification (Advantageous).
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Job Purpose
- Manage and prioritise IT Systems Development tasks through the effective deployment of resources and efficient workload allocation. Lead a team of system developers to drive innovation and ensuring that Business IT Systems requirements are sufficiently developed and adhered to.
Responsibilities
Application Software Roadmap
- Define and maintain a road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
Solutions Analysis
- Develop innovative solutions by integrating and analysing complex and diverse information sources.
Stakeholder Engagement
- Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis.
- 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.
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.
Strategy Formation and Implementation
- Develop tactical plans for optimising resources and assets being managed within a significant area or department.
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.
Data Collection and Analysis
- Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
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.
Organisational Capability Building
- Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool.
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.
Application Software Development
- Develop existing applications and contribute to development of new applications by analysing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.
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.
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.
Information Security
- Implement and provide input on the design of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.
Education
- Bachelor's Degree: Information Technology, Grade 12 / SAQA Accredited (Essential); Recognised IT degree / diploma (Advantageous) (Required)
Experience
- 6 or more years adequate System Development experience using the relevant programming, language or technologies (Essential); Previous experience in Financial Insurance industry (Advantageous). 3 - 6 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)
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Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
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); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
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.
go to method of application »
Job Purpose
- Deliver and support sound quality of claims decision making, prevent fraud and manage expenditure through the validation of claims by using expert abilities in various fields of investigation.
Responsibilities
Needs Assessment
- Explore issues or needs, establishing potential causes and barriers as well as related issues. Validate claims by investigating, applying expertise, utilising resources (e.g. police, supplier etc.) and interviewing customers as well as other parties.
- Analyse specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
Data Collection & Analysis
- Ask questions, collect data from a variety of sources, analyse information and investigate claim. Ensure effective costing of claimed items through ensuring professional, thorough investigation of claims.
- Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.
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.
- Uphold agreed service level agreements (set turnaround times) and ensuring customer satisfaction and retention.
Stakeholder Engagement
- Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.
Work Scheduling and Operational Compliance
- Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services.
- Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
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.
- Ensure accurate administration and underwriting of claims.
- Maintain an acceptable claims expenditure ratio by finalising and adjusting claims accurately.
Compliance
- Identify shortcomings in compliance processes, systems and procedures, and develop ad hoc solutions to problems within an assigned unit or discipline.
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 cover.
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.
- Remain up to date with current and new quality standards and product knowledge to enable effective decision making.
Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination (Essential); Science (Mechanical / Physical), Mathematics and African Language (Advantageous); Forensic Investigation Diploma / Insurance Institute qualification (Advantageous)
Experience
- 2 to 3 years’ work experience within one or more of the following fields: insurance / police / forensic / audit / legal (Essential);
- 5 years' work experience in any investigative work environments (Advantageous).
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Job Purpose
- Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.
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); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)
Experience
- 5 or more years’ experience as an insurance motor assessor (Essential); 5 years’ experience past obtaining Trade certificate (Essential); Assessing with Abuntex (Advantageous); Client relationship management experience at short term insurance (Advantageous)
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Job Purpose
- To recover damages from the insured third parties following losses suffered by the customers and negotiate the reduction of claims cost and retention of the customers.
Responsibilities
Settlement Negotiation
- Utilising your expertise to successfully negotiate the appropriate settlement with third party insurers/representatives in accordance with the relevant law and standard operating procedures and make relevant recommendations to senior colleague(s).
Payment Management
- Effectively manage payments from third party insurers/representatives.
Investigation and Analysis
- Identify, gather relevant information, analyse and Investigate the merits of the claims in accordance with standard operating procedures and regulatory laws.
- Determine and decide the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery.
Customer Management
- Manage short term insurance customer (policy holder) relationships and expectations by using relevant operating system(s). Review, verify and update the customer claims in accordance with standard operating procedures. Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures.
Document Preparation
- Prepare an appropriate letter of demand to the third party insurers/representatives in accordance with the standard operating procedure. Produce accurate evidentiary reports for submission to third parties.
Correspondence
- Respond to routine requests using form letters or emails and to more unusual requests by editing templates to create customised responses.
Continuous Development
- Ensure up-to-date knowledge of company products, systems and procedures. Develop and maintain an understanding of relevant external regulation, and industry best practices through ongoing education.
Governance
- Understand and manage SLA timeframes and legislative prescriptive timeframes with the third party insurers/ representatives and act timeously to resolve problems.
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.
Education
- LLB degree or a Diploma in the legal field (Essential)
Experience
- 2-3 years legal recoveries experience (essential)
- Experience in the short term insurance environment ( advantageous).
Method of Application
Use the link(s) below to apply on company website.
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