Jobs Available at Discovery Limited

Job Description

• The successful candidate will be expected to lead, manage, and guide a team of Life telesales consultants to reach the required targets. To facilitate any necessary course of action to achieve this purpose.

Key Outputs

The successful candidate will be expected, but not limited to perform the following key outputs:

• Leading and managing a team of 10 – 13 Life telesales agents
• Performance Management, coaching and developing team.
• Drive staff to achieve required targets and is accountable for teams' overall sales targets
• Assessment of consultant's calls - QA.
• Assisting with interviews & Role plays.
• Dealing with elevated queries/problems.
• Managing the ongoing relationship between brokers.
• Ensuring continual communication between management and staff.
• Adhere to and enforce internal policies.
• Inspire, motivate, and support team.
• Able to work overtime from time to time, which may include weekends.

Personal attributes and skills

• Excellent verbal and numeric communication skills
• Sales Orientated
• Quality driven
• People-focused
• Quality driven
• Attention to detail
• Strong Interpersonal Skills
• Strong Leadership skills
• Problem solving skills
• Decision making skills
• Stress tolerance
• Excellent time management skills
• Organizational awareness
• Ability to work within a team and drive team cultur

Qualification & Experience

Essential Requirements

• Grade 12 – essential
• 4 years outbound/ Inbound experience
• 3 years Team Leader/leadership experience –
• Proficient in English (writing, reading, speaking)
• Computer literate - MS Office, especially Excel – essential
• Regulatory Exam and NQF 5 FAIS credit

Advantageous Requirements

• Bi-lingual – advantage (writing, reading, speaking)
• B COMM or related degree will be advantageous

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Key Purpose 

• Maintaining and assisting with the day to day operational requirements. 

Areas of responsibility may include but not limited to 

• Managing visitor access to the office, opening of the security boom, and allocating security exit codes 
• Offering and providing refreshments to visitors 
• Monthly order and stock take of refreshments 
• Managing and placing paper order for printer 
• Managing the security of the office, ensure that the office is opened and locked. 
• Managing of aircon temperature  
• Allocating of office keys to new financial advisers/PA’s 
• Assisting new staff to be link to the printer. 
• Assisting staff with adhoc duties  
• Managing of boardroom bookings 
• Log calls for maintenance queries to the landlord and CRES. 
• Managing the cleaning service 
• Monthly printer usage report 
• Monthly office allocation report 

Competencies 

• Attention to Detail 
• Planning and Organizing and workflow management 
• Customer service orientation 
• Coping and dealing with Pressure 
• Good verbal and written communication skills 
• Relationship building skills 
• Results orientation 
• Assertiveness 
• Positive attitude 
• Time management skills 
• Multi-task on multiple projects 

Education and Experience 

• Matric 
• Admin qualification (added advantage) 
• 1-3 years’ experience in Administration or Reception 
• Experience in the Financial Services Industry 
• Computer literacy  
• Proficiency in Afrikaans and English

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Key Purpose

The primary functions of this role are:

• To be a servant-leader for the scrum teams that does anything possible to help the team perform at their highest level.
• To help form self-managed teams that is motivated, predictable, transparent and consistently delivers quality work and continually inspects and adapts to improve and maximize throughput whilst upholding the agile values, principles and practices.
• To facilitate the removal of impediments teams face when developing solutions and implements agile best practices within the teams.
• To help the development teams, business and management develop a culture of collaboration

Areas of responsibility may include but not limited to

Implement the Software Test Life Cycle:

• Act as Scrum Master for multiple scrum teams with a focus on guiding the teams towards improving the way they work.
• Facilitate scrum events and ensure that they are focused and productive (Daily Stand-ups, Sprint Planning, Sprint Reviews, Retrospectives and Backlog Refinement).
• Help facilitate Product Planning Workshops and Release Planning Sessions.
• Assist the Product Owner in prioritization and scheduling of work, to meet delivery time frames.
• Ensure backlog is in good standing by having regular re-occurring backlog refinement sessions.
• Ensure that all the team members understand their role and fulfil them to the best of their ability.
• Guide/coach/mentor the development team to take on the responsibilities of the process and ownership of the product – lead the team to a self-organized state.
• Build a high performing team, focusing on improving team dynamics and performance, help the team manage interpersonal conflicts, challenges, and opportunities for growth.
• Protect the team from interruptions and distractions to maximize productivity and create flow of work.
• Identify and facilitate the resolution of identified impediments.
• Help the team make achievable sprint commitments with the use of velocity data and team availability.
• Help the team members communicate, co-ordinate and meet their delivery goals.
• Ensure the team / stakeholders adhere to Definition of Ready (DoR) / Definition of Done (DoD).
• Highlight risks and dysfunctions where the DoR / DoD is not met.
• Ensure the team uses the standardized reference story for estimating.
• Ensure understanding of the Agile principles and Scrum process, across teams and stakeholders.
• Ensure adherence to the Agile principles and Scrum process and help resolve any deviations.
• Raise issues that are putting delivery at risk as soon as they arise.
• Help facilitate delivery solutions and manage expectations.
• Responsible to produce the following artefacts (Weekly Sprint Reports, Release projection / Burndown) to create visibility and transparency of the progress and status of the systems delivery.
• Continually grow and share Agile knowledge.

Personal Attributes and Skills

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Problem Solver
• Leadership Skills
• Manages complexity
• Balances Stakeholders

Education and Experience

Education

• Matric
• Certified Scrum Master/Scrum Practitioner

Knowledge

• Proficient with Jira / Confluence
• Agile Methodology
• Knowledge of SDLC and STLC

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Key Purpose

• To lead a building and/or non-motor team of claims consultants who are responsible to achieve set targets, process claims payments within a set turnaround time.

Areas of responsibility may include but not limited to

• Full line management function within scope of role
• Reporting to MANCO on Ops dashboard and team stats
• Escalated query handling form various stakeholders
• Reporting to various stakeholders on team performance
• Call quality audits on own teams
• Call coaching
• Goal setting per advisor
• Monthly 1:1’s and performance discussions

Education and Experience

• Matric (Essential)
• 5 years’ minimum short term insurance claims experience (Essential)
• 3 years’ minimum short term insurance team leader experience in a claims call centre environment (Essential)
• Degree (Advantageous)

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Key Purpose

• Lead the technical development, testing, and implementation of advanced Large Language Model (LLM) based projects and related technologies to deliver end-to-end data science and AI products within the organization.
• Work closely with cross-functional teams and business partners to design, build, and deploy scalable solutions that will directly impact staff and customers.
• Create opportunities that delight our customers by leveraging Discovery’s vast clinical, demographic and operational data. Using this data with predictive modelling and machine learning techniques you will have a direct impact on strategic initiatives to support Discovery’s world-class operations.

Areas of responsibility may include but not limited to

• Lead the design, development, and deployment of LLM - and generative AI-based solutions that address large-scale and complex problems and materially drive the company’s global product offerings and strategy forward.
• Collaborate with product owners, project managers, and executive stakeholders to identify and prioritize business problems that can be solved with LLMs.
• Conduct desktop research into the state-of-the-art in LLMs and Generative AI and apply findings to real-world applications (either requested by business or suggested by yourself).
• Conduct research and development of speech-to-text and audio-based language models, integrating with LLM pipelines where applicable.
• Conduct experimental research on the use of LLMs in real-world company applications to ensure that design and development decisions are made scientifically and optimize for and balance all business requirements. These include accuracy, scalability, efficiency, reliability, safety, and cost-effectiveness.
• Translate strategic direction into technical product definitions and roadmaps.
• Participate actively in internal and external communities discussing and designing policies for the ethical use of AI and ensure your team’s work meets ethical AI standards.
• Contribute substantially to a culture of innovation, leading the prototyping and development of novel methodologies and approaches. Provide strong thought leadership in this regard.
• Communicate complex technical concepts to executives and non-technical stakeholders effectively.
• Demonstrate strong emotional intelligence by understanding and uplifting team members and skillfully managing challenging situations with composure.
• Advise other teams in the business on best practice based on your experience.
• Mining large structured and unstructured datasets to find new insights to inform operational efficiency and ‘member- delight’ interaction strategies
• Research and application of the most up to date machine learning algorithms and AI techniques
• Present data and model findings in a way that provides actionable insights to business users
• Monitoring model performance

Personal Attributes and Skills

• Expert in data science programming languages such as R, Python, Scala
• Expert in data manipulation skills including SQL to extract, transform and load data
• Experience in interactive data exploration and data-driven story telling
• Understanding and application of Big Data and distributed computing principles
• Hands on experience with Big Data systems will be preferred
• Strong analytical and statistical knowledge with an understanding of the latest machine learning algorithms for both structured and unstructured data
• Ability to adapt to emerging technologies and tools
• Proficiency in version control systems such as Git for collaborative coding and maintaining code integrity
• Ability to formulate problem statements and develop a plan for tackling the problem
• Strong ability to communicate findings and recommendations from data (visual, verbal and written)
• Integration and implementation experience
• A passion for data exploration and analytics
• Self-starter
• Willingness to learn and grow exponentially
• A restless curiosity towards data and uncovering unknown correlations
• Ability to work cohesively in a team environment and balance multiple priorities
• A team player who can work alone when required and without supervision
• High level of attention to detail, resilience, enthusiasm, energy and drive

Education and Experience

• Honours or Master’s degree in Computer Science with solid experience in statistical modelling, data mining and machine learning, OR
• Honours or Master’s degree in either Data Science, Statistics, or Applied Mathematics with some experience in software engineering, computer science or working with big disparate sets of data
• Other analytical qualifications will also be considered if accompanied by the relevant experience
• A minimum of 3 - 5 years’ work experience in a data science position

Technical skills additional (advantageous)

• Experience with cloud platforms such as GCP, Azure, or AWS
• Experience with tools such as Whisper, DeepSpeech, OpenAI or HuggingFace
• Experience in sourcing and combining data from both structured and unstructured sources
• Experience with Google Tensor flow
• Familiarity with MLops practices and tools
• Proven tack record of Data Science or AI project delivery
• Deep understanding of LLMs and experience with models like GPTs, LLaMa, Gemini etc

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Job Purpose

• To lead, guide and coach the Client Engagement team and ensuring that they provide excellence service, quality, and delivery of business objectives. The purpose of the team is to ensure that all clients called become more engaged in the criteria set forth by the Client Engagement Analytics team as well as manage the conservation of certain cohorts of clients. The calls made by the team are Welcome calls and engagement calls. The incumbent also facilitates and drives projects from initiation to completion as well as initiates innovative solutions to gain efficiency.

Areas of responsibility may include but not limited to

• Manage 10 – 12 staff members.
• Leads, coaches, and supervises a specialized team focusing on getting clients engaged in the        bank products.  
• Daily/weekly and monthly reporting to the relevant business areas
• Managing and tracking targets to ensure that they are met.
• Provides updates reports to management.
• Track and trends behaviours of staff in relation to performance
• Presents new enhancements at forums.
• Networks and build relationships.
• Delivers results and meets customers’ expectations.
• Facilitates team outputs and delivery ensuring the highest standard of delivery. 
• Coordinates projects for team and business and leads project meetings when required. 
• Drives operational deliveries and maintains efficiencies within the team.

Personal Attributes and Skills

• Takes initiative and works under own direction
• Initiates and generates activity and introduces changes to work processes
• Provides others with clear direction
• Motivates and empowers others
• Provides staff with development opportunities and coaching
• Sets appropriate standards of behaviour
• Managing of targets and efficiency tracking
• Builds team spirit and reconciles conflict
• Easily establishes good relationships with customers & staff
• Relates well to people at all levels
• Produces new ideas, approaches or insights
• Produces a range of solutions to problems
• Works strategically to realize organizational goals
• Manages time effectively
• Sets clearly defined objectives
• Plans activities and projects well in advance and takes account of possible changing circumstances
• Sets high standards of quality
• Monitors and maintains quality and productivity
• Works in a systematic, methodical and orderly way
• Adapts interpersonal style to suit different people or situations
• Takes account of a wide range of issues across and related to the organization
• Works productively in a pressurized environment
• Accepts and tackles demanding goals with enthusiasm
• Works hard and puts in longer hours when it is necessary
• Writes clearly, correctly and in a well-structured/logical way
• Adapts to changing circumstances, new ideas and change initiatives

Education and Experience
Required:

• Matric with Mathematics/Accounting
•  At least 18 months Call Centre experience
•  Previous experience as a Team Leader in a retentions/ sales/ servicing environment
•  FAIS accreditation

Preferred:

• Discovery Bank Product Knowledge
• At least 12 months Discovery Bank Experience

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Job Description

• The successful candidate will be expected to lead, manage and mentor a team of  Telesales consultants to reach required targets consistently. A teamk Leader is also required to  facilitate any necessary course of action to achieve this purpose from all direct and indirect reports.
• Sales team leaders are also required to orient new sales staff and focus on improving the job performance and sales of existing staff. Sales team leaders may also delegate tasks to sales staff that they are grooming and./or developing. Team leaders are also required to assign tasks to the team members with the best skills for the job and guide staff members to ensure the work is done well. All non adherence and poor performance must be dealth with in line with the companys code of conduct.

Key purpose

• To lead, manage and mentor a team of Telesales consultants to reach required targets and ensure that staff participate in the rewards and recognition progamme. The Team Leader must also ensure that staff have a development plan , this should be part of the performance discussions

Key Outputs

The successful candidate will be expected, but not limited to perform the following key outputs:

• Leading and managing a team of 11 – 13 telesales agents
• Performance Management, coaching and developing team.
• Drive staff to achieve required targets and is accountability for teams overall sales targets
• Assessment of consultants calls - QA.
• Assisting with interviews & Role plays.
• Dealing with escalated queries.
• Ensuring open communication and engagement to all.
• Adherence to internal policies.
• Inspire, motivate and support team.

Personal attributes and skills

• Excellent communication skills
• Sales Driven
• Quality Focused
• People-Orientated
• Attention to detail
• Strong Interpersonal Skills
• Strong Leadership skills
• Problem solving skills
• Decision making Ability
• Ability to handle complex and challenging situations
• Excellent time management skills
• Organizational awareness
• Ability to work within a team and drive the correct culture

Qualification & Experience

• Grade 12 – essential
• 4 years outbound/ Inbound experience – essential
• 3 years Team Leader/leadership experience
• Computer literate - MS Office, especially Excel – essential
• Regulatory Exam and NQF 5 FAIS credits
• BCOMM or related degree will be advantageous