Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Build and maintain new or existing relationships with Dealer partners and key stakeholders. Conducting regular partner visits and business reviews to ensure the partners are satisfied with our products and services and updating the CRM system and ensure the Dealer relationship manager is aware of any changes. Provide personalized relationship and sales and service support, resulting in an increase in market share with this segment, ultimately driving profitability growth.

Responsibilities

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets and KPI's as set out by the manager and ensure targeted growth achievement on the assigned dealer region/portfolio.
• Achieve operational requirements and service delivery through effective time and attendance management.
• Responsible for executing the marketing plan and strategic tasks and monitor the outcomes.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.
• Keep abreast on legislative and regulatory aspects and regularly review them with the partner. 
• Manage new and current partner legal agreements.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. 
• Update the CRM and ensure all stakeholders are aware of changes within clients portfolio.Monitor company performance against service level agreements and flag potential issues.
• Attend monthly meetings with partners to build relationships and report on their performance.
• Preparing weekly, monthly and ad hoc reports and marketing presentations. 
• Analyze partner trends, make recommendations and ensure the execution of the agreed solution.Generate daily, weekly and monthly reports on dealer contacts, showing call centre performance, as well as dealer performance (who is supporting us)
• Provide daily performance reports on incoming contacts, leads, sales, conversion and closing.Understand the partner's unique business profile and operating model, identifying a relevant course of action based on partner and portfolio needs and undertake an appropriate course of action ensuring partner satisfaction. 
• Interact with internal L&D department to create and run training sessions for partners. 
• Discuss and regularly update partners on other products the company offers and contract with them to sell the products to their clients.Deliver efficient partner interactions and relationship management through effective trigger management. (tracking quotes to sales conversion, TAT, commission paid etc.)
• Give direction on Marketing efforts with the most effective methods and tools.
• Liaise with internal departments (Brand, Sales, Retentions, etc) to ensure partner needs are fulfilled effectively.
• Collect feedback from identified partners or partner segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on their input.
• Conduct business reviews to ensure partners are satisfied with the products and services and conduct regular client satisfaction surveys and reviews.Provide a quality service to F&I's in the dealerships while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems.
• Monitor and provide feedback to dealers on all incoming Toyota Dealer contacts, as they come in.Rank data received from the data net system for the performance of the dealerships and call centre.Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team and dealers; allocate work and review completion and provide feedback to relevant managers on performance and escalate performance issues to direct manager to ensure timeliness and quality are adhered to.For assigned leads on data net system, communicate with the sales staff to ensure call backs are done within the TAT.
• Receive leads directly from dealerships and allocate manual leads that come via email, to the sales staff and follow-up.Prepare and provide the dealers/F&I's with Noting of Interest documents on all sales and make amendments to these documents if necessary.Develop and implement a relationship management plan for customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.
• Connect, develop rapport, form relationships and ensure positive dealer experiences at all times and regularly visit partners to discuss partner performance and hand out marketing and promotional items. 
• Ensure client retention within the dealer portfolio and maintain a high standard through the effective resolution of dealer queries, and constantly seek to grow the volume of business the dealer places with TIH. 
• Effectively develop, maintain and manage relationships with internal and external business partners in support of growing the dealer portfolios being managed.
• Identify, negotiate and notify the Dealer support team of new Dealer business clients and cross selling opportunities.Make or receive calls (by telephone) to allocated dealerships to generate additional leads and maintain existing ones. Act as a first point of contact for resolving dealer queries and complaints.Monitor relevant information available in the data net system after each contact with a customer to ensure that the organization maintains turn around time (TAT).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.
• Keep abreast of emerging trends and share best practice knowledge and insights.
• Ensure up-to-date industry and market knowledge, as well as internal products, processes etc.
• Gain solid knowledge of competitors and continuously conduct market research.Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Education

• School Grade 12  (Required)

Experience

• 1 to 2 years marketing experience, in the short term and/or dealer environment (Essential); Experience in a Financial Services Industry (Advantageous); Experience in sales or customer service environment (Advantageous); Experience working with customer relationship management (CRM) practices (Advantageous).
   

go to method of application »

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant degree and/or Diploma (Advantageous); Google Ads Display Certification, Google Ads Creative Certification (Advantageous)

Experience

• 3-5 years' hands-on experience within a PPC campaign management environment (Essential); 3-5 years' digital marketing experience (Essential); Experience within a financial services industry and Ecommerce (Advantageous). Managerial Experience: 2 or more years' experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)
   

go to method of application »

Job Purpose

• To manage, coach and guide a team. Ensure individual contributors 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

• 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 them 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

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)

Experience

• 3 or more years experience in a claims environment within the insurance industry (Essential); Experience in a call centre environment (Essential). 1 or more years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

go to method of application »

Job Purpose

• Responsible for developing and implementing social media strategies in order to increase the brands' online presence and improve the marketing and sales efforts. Run the social marketing campaigns through social media platforms and work closely with marketing and sales departments, the brand team as well as with our digital in-house team. Have a finger on the pulse of the latest social media trends and able to execute campaigns accordingly. Drive to change the status quo and build purposeful brands.

Responsibilities

Strategy and Roadmap | DIGITAL MARKETING AND E-COMMERCE

• Create marketing and social media campaigns and strategies, including budget planning, content ideation and implementation schedules. Create integrated and cost effective social media strategies.

Social Marketing Plan Execution | DIGITAL MARKETING AND E-COMMERCE

• Manage large top - and lower funnel digital marketing campaigns and several aspects of the execution plan, such as creating campaign concepts & strategy, in-platform campaign building, setting target audiences, effectively communicating value propositions, and integrating Paid Social lead generation channels and platforms.

Marketing Campaign Development | MARKETING, BRAND AND EVENTS

• Coordinate activities of agencies and act as their primary point of contact while working within an established SLA to deliver successful advertising/promotion/other marketing campaigns.

Stakeholder Engagement | STRATEGY AND PLANNING

• Ensure brand consistency in marketing and social media messages by working with various company department members, including advertising, product development and brand management. Communicate TIH's CSI efforts to business.

Social Marketing Capabilities | DIGITAL MARKETING AND E-COMMERCE

• Explore new opportunities and trends across the social marketing space and support implementation of specific capability-building initiatives outlined in the social marketing capability road map. Grow and expand company social media lead generation presence into new social media platforms and increase presence on existing platforms.

Website Maps and Templates Development | IT - APPLICATION AND SOFTWARE DEVELOPMENT

• QA our website properties to make sure they are aligned to our social media efforts and communications. Provide & QA engaging text, image and video content for social media accounts.

Insights and Reporting | DATA AND ANALYTICS

• Collect customer data and analyses interactions and visits, use this information to create comprehensive reports and improve future marketing strategies and campaigns. Analyse and report on social media campaigns.

Continuous Improvement | OPERATIONAL EFFICIENCY

• Review existing operations in own area of work and implement improvements in social media strategy. Map out how digital assets will be optimized for the social platforms as well as recommend new assets to internal team for new

Leadership and Direction | PEOPLE - LEADERSHIP AND SUPERVISION

• Translate the business goals and objectives to ensure the social strategy is aligned. Develop and grow knowledge and talent within the team in order to stay on top of the latest social media trends.

Personal Capability Building | PEOPLE - LEARNING AND DEVELOPMENT

• Research industry-related topics and able to be a thought leader on social media topics. Research consumer markets, monitoring market trends and identifying potential areas in which to invest, based upon consumer needs and spending habits. Stay updated on new products and features and marketing trends and develop own capabilities by 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.

Budgeting | FINANCE - FINANCIAL MANAGEMENT PLANNING AND CONTROL

• Manage the content and social media budgets and report on ROI appropriately.

Compliance | GOVERNANCE AND POLICY MANAGEMENT

• Responsible for quality control of the social media content.
• Knowledgeable on GDPR and POPI rules and regulations and ensuring compliance.

Organisational Capability Building | PEOPLE - LEARNING AND DEVELOPMENT

• Provide coaching and guidance to the wider digital marketing stakeholders to develop their social media knowledge

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Certifications in FaceBook BluePrint; LinkedIn; Instagram (Essential); TikTok Media Buying Certification (Advantageous); Relevant degree and/or Diploma (Essential)

Experience

• 4 to 5 years social media specialization/management (Essential); Knowledge of standard and current social media practices (Essential); Experience within a financial services industry and Ecommerce (Advantageous). Managerial Experience: 2 or more years proven experience as a social media manager to deliver predetermined objectives as specified by more senior managers (Essential)

go to method of application »

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); RE 5 and FAIS recognised qualification (Advantageous); Diploma in Insurance or equivalent (Advantageous)

Experience

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

go to method of application »

Job Purpose

• Ensures vehicles are effectively and timeously towed to the agreed destinations, in line with TIH policies and procedures. Generate cost savings for TIH and the customer by negotiating the towing costs with non-suppliers.

Responsibilities

Administration

• Administer the towing of vehicles correctly and efficiently within the specifications of TIH policy terms and conditions. Facilitate the timeous and accurate payment of MBR’s to ensure an effective relationship is maintained.

Contract Management

• Ensure thorough knowledge of service level agreements with contractors in order to ensure efficient cost utilisation and service delivery.

Client & Customer Management (Internal)

• Maintain and build relationships with key stakeholders (Towing contractors, SMD’s, Yards, Motor body repairers (MBR’s), Claims and Assessing Environment etc.).

Client & Customer Management (External)

• Render a claims-related service within a turnaround time that is acceptable to customers and conforms to company SLA’s. Ensure effective customer service through delighting customers.

Data Collection & Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Receiving audio instructions via radio/phone computers. Establishing information for proof, validation or evidence. Asking questions to establish information required. Searching literature or other data sources. Noting unusual occurrences. Evaluating alternatives prior to decision.

Education

• Matric / Grade 12/ SAQA Accredited (Essential)

Experience

• Sound experience and understanding of straightforward procedures or systems (7 to 12 months) within a short term insurance call centre environment. Knowledge of the towing industry. None

go to method of application »

Job Purpose

• Create a conducive learning environment to encourage learning through interactive activities, thought provoking conversation and “real world” activities that encourage knowledge transfer, dot connect between the theory and the TIH work place and open conversation and feedback. Responsible for the effective preparation, facilitation and post learning impact support related to internal learning programmes and its key learning objectives.

Responsibilities

Learning and Development Program Delivery

• Deliver face to face sessions, virtual sessions or short courses and create context and conversation that allows learners to engage based on the topic.
• Be aware of others' reactions and understanding as to why they react as they do. Assess and adapt the learning method to suit the learners needs and ability to understand the content while still ensuring the integrity of the learning and programmes key outcomes.
• Provide feedback based on participant’s activity, ability to learn and understand the theory and ability to apply the learning in a workplace environment.

Project and Program Stakeholder Engagement

• Develop and maintain productive working relationships with peers and seniors. 
• Work with stakeholders to ensure learning is delivered in the most appropriate manner.
• Understand and actively engage with the LMS to assist the learning process.
• Build relevant and appropriate relationships with the learners as well as managers.

Learning and Development Program Design

• Design learning sessions to meet the requirements of a specified curriculum or to fill gaps in existing programs; develop and maintain relevant content and high-quality training resources to ensure high levels of learner engagement and achievement of learning outcomes.
• Understand and is able to implement a variety of facilitation techniques and methods to ensure learning is delivered in the most appropriate manner to suit the learners needs as well as ensuring the learning environment is maintained.
• Able to assess the methodology / technique / facilitation used and the relevance and impact it is having within the learning environment, is able to adjust the method used to ensure the learning is being delivered in the most effective and efficient manner for the learners to understand.

Leadership Development Capability

• Responsible for the end-to-end leadership development programme delivery- this includes needs analysis, designing, developing, implementing and evaluating both content and user experience. Facilitate leadership development initiatives, inclusive of behavioural and theoretical aspects of leadership.

Learning Needs Analysis

• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions.

Business Requirements Identification

• Use available business relevant information to drive the learning within the classroom.
• Understand the current challenges facing business as well as the key objectives and strategies that TIH and the specific BU wants to achieve.

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 content development, relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Improvement / Innovation

• Use logic, reasoning and agility to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Document Preparation

• Prepare training plans, aligned with the training curriculum and prepare relevant training material. 
• Also responsible for gathering and summarising data for reports. Capture registers on the relevant learning management system.

Training Room Operations

• Manage the training environment to ensure that equipment is up to the right standard as well as ensure the training room is kept clean and ensures learners adhere to the training room code of conduct.  
• Ensuring learners have the correct systems and stationary for training purposes.

Education

• A degree/diploma in relevant field (Advantageous); Education and Training Development Practices (ETDP) (Essential); Maintain professional knowledge by reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies (Essential); Accredited Moderator (Advantageous) Accredited assessor (Advantageous)

Experience

• 2 to 4 years’ experience as a facilitator or educator within the Learning and Development field (Essential). Experience with facilitation of leadership development programmes (Advantageous)

go to method of application »

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

Experience

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

go to method of application »

Job Purpose

• Manage a team of Quality Assurance Specialists, in order to reduce the risk to the company and the customer through the effective audit and evaluation of skills, processes, systems and claims decision making in alignment with Industry requirements.

Responsibilities

Education

• General Education: Grade 12/ SAQA Accredited Equivalent (Essential); University Degree or Similar (Advantageous); RE1 (Advantageous)

Experience

• 4 - 6 years general insurance experience (Essential). 2 - 3 years experience in managing and directing people and other resources to achieve specific end results (Essential)