Jobs at Telesure Investment Holdings (TIH)

Specification

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.
• Customer Needs Clarification
• 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 needs, 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 organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule callback 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 organization 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 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.

Requirements

• General Education
• Matric / Grade 12 or SAQA Accredited Equivalent (essential)
• Regulatory Exam 5 (advantageous)

EXPERIENCE General Experience

• 1 year telephonic sales experience (essential)
• SAQA Accredited Equivalent - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application. As a registered

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Plan and execute campaigns within the defined timelines. Manage campaigns, data and metrics to help improve overall efficiencies and manage the optimal use of contacts data for all Hippo campaigns. Track, influence, provide solutions and escalate any factors that might affect performance.

Specification

Responsibilities
Campaign Planning

• Contribute to the development of the campaign strategy to optimize the campaigns performance to reach business goals.
• Define the campaign brief outcomes to meet the required set targets with the business.
• Plan and design the campaign; the timelines and resource capability and skill set required, liaising with multi-channel contact centre management; workforce management.
• Provide input into the design of new campaigns, engaging with marketing.
• Support business in driving new initiatives or special projects.

Project/Campaign Management

• Implement and optimize campaign strategies and cohesive customer engagement according to the plan to drive the achievement of the Business Unit targets.
• Manage, track and govern campaign settings on dialer guided by models to support strategy.

Stakeholder Engagement

• Liaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
• Liaise and support and provide input regarding campaigns for many stakeholders in Hippo.
• Communicate issue resolution processes and escalation channels to ensure smooth and functional engagement

Insights and Reporting

• Maintain, analyse, re-engineer and evaluate new and existing campaigns; as well as share/present to the Business Unit the progress, performance, opportunities, threats and insights pertaining to campaign metrics, volume and quality of data, resources and skill sets, results, commercials (cost per contact, campaign p-factor).
• Provide input and review scripting of campaigns and how the campaign performs.

Continuous Improvement

• Identify and implement optimization plans around targeting with the goal of increasing campaign profitability.
• Implement initiatives to improve campaign performance based on lead optimization and segmentation.

EDUCATION

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential);
• Relevant 3 year Business degree / diploma in Business Management /
• Campaign Management and Contact Centre (Advantageous)

Experience

• General Experience
• 3 or more years experience Campaign Management (Essential);
• Data management experience (Essential); Analytics or MI experience
• (Essential); Dialler Management (Essential); Experience in the financial services
• industry (Advantageous); Experience of dealing with relevant stakeholders e.g.
• work force management, contact centres, marketing (Advantageous)