Jobs Vacant at Discovery Limited

Key purpose

• To achieve targets that will grow Discovery bank. Build the brand and ensure that clients engage our range of  products and benefits and experience our shared value offering and get client to bank healthier.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Consistently achieve Sales and Activation targets
• Capture all client application information accurately
• Ensure that correct products is sold to clients
• Maintaining accurate details and statistics of all queries.
• Meet all Productivity requirements
• Meet all Quality and Compliance requirements
• Time Management
• Successfully complete all Assessments on an ongoing basis

Personal attributes and skills

• The successful individual will be required to demonstrate the following competencies:
• Target Driven
• Team Player
• Goal orientated
• Self motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

• Matric
• At least 2 year sales experience, preferably in an outbound telesales environment
•   Minimum 1 year bank product knowledge, Discovery Bank Knowledge is an advantage
• PC literacy, email, word, excel
• Tertiary qualification an advantage
• NQF5/National Certificate:Banking NQF level 5 and RE5 qualification

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Areas of responsibility may include but not limited to:

• Lead and manage a Funeral Cover sales channel consisting of business consultants and financial advisors.
• Achievement of sales and quality targets.
• Ensuring a professional level of interactions with intermediaries and HR contacts.
• Inductions and leads management, ensuring that campaigns and leads are correctly managed
• Ongoing liaison and relationship building with various stakeholders.
• MIS Reporting, create and maintain reporting
• Business processes and operational improvement
• Promote a positive and proactive approach to compliance and risk,
• Ability to proactively manage change.
• To work as a team player within a team environment, participating willingly and providing support and guidance to colleagues at all times
• Compliance and risk management and adherence
• Coach staff to improve performance and behaviors.
• Create an energetic and fun work environment
• Report any suspected misconduct.

Sales Manager responsibilities may include but not limited to

• A Sales Manager is responsible for management and oversight of the FSPs activities relating to rendering of financial services, which includes advice and/or intermediary services.
• Must monitor that the statutory obligation of the FSP are complied with.
• Must comply with the fit and proper requirements (COB, RE, Qualification, PST and CPD).
• Ensure that representatives are compliant with the fit and proper requirements.
• Representatives complete all required training for their role.
• Review the advice rendered by the representative.
• Monitor on an ongoing basis that the representatives are treating customers fairly.
• Supervise representatives under supervision:
• To ensure that all the required fit and proper requirements are complied with (Qualification and PST),
• where monitoring of representatives under supervision is delegated, the following should be done:
• record the process of delegation and the reporting frequency monitoring done.
• Instil a culture of treating customers fairly in all aspects of the business.
• Ensure that there are business processes and operational ability.

Competencies

• Ability to engage Union representatives.
• Logical, analytical problem-solving ability.
• Excellent interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to work independently.
• Ability to take accountability, responsibility and ownership.
• Able to take initiative and exercise sound judgment and decision making.
• Ability to work in a highly pressurized, target oriented environment.
• Ability to deal positively with change and uncertainty.
• Strong business acumen.
• Strong sales and persuasive skills.
• Strong quality orientation.
• Good organizational skills.
• Proactive, self-motivated.
• Able to identify, nurture and develop talent.
• Customer oriented.
• Ability to meet deadlines timeously.
• Ensure ethical business activities and maintain transparency of branch dealings.

Qualification and Skills

• Matric (Grade 12)
• Four – Six years sales management experience in a target driven in/outbound sales.
• Computer skills: Microsoft word; Excel; Email.
• A FAIS Recognized qualification: NQF Level 5
• RE5 and RE1Qaulification compulsory

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Areas of responsibility may include but not limited to

•  Answering inbound calls timeously
•  Dealing with predominantly telephonic and occasionally email queries
•  Assisting franchises/brokers with Health, Life and Group Life and Vitality queries
•  Submitting of reports to brokers
•  Review and recommend improvements to existing processes
•  Implement and maintain internal controls to ensure best practice
•  Perform any other related functions requested by management

NB: The role is not limited to the key outputs mentioned above

Personal Attributes and Skills

•  Perform a variety of administrative responsibilities
•  Ability to multi-task and attention to detail is vital
•  Ensure that delegated tasks are performed within proper time frames
•  Prioritise workload and address any immediate issues as and when they arise
•  Effective communication at all levels within the organisation (written and telephonic)
•  Client centric servicing and positive problem solving approach
•  Excellent time management
•  Deadline conscious and able to work under immense pressure
•  Work independently, but open to team work when necessary
•  Takes responsibility for actions and projects
•  Upholds ethics, values and demonstrates integrity
•  Adapts to changing circumstances, new ideas and change initiatives

Education and Experience

Essential:

•  Matric Certificate
•  1 year Call centre experience within a financial service industry

Advantageous:

•  1 year Call centre experience dealing with brokers
•  1 year experience with Discovery Life products
•  Post-graduate degree or equivalent

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Key Outcomes may include but are not limited to:

• Perform outbound calls to new clients joining the bank.
• Perform outbound calls to existing client wanting to close their account.
• Communication to members telephonically and via email.
• Position an upsell to clients that meet the criteria.
• Keep accurate statistics of all welcome and conservation calls.
• Attending to general administration requirements of the client.
• Attends to requests from management.
• Escalate and follow up on any queries the team are unable to assist with.
• Ensures that current service level agreements are met.
• Achieve Quality targets set out in as per the DCDS QA criteria requirements.

Work Experience

   1,  At least 3 years customer service experience within the service environment
   2.   At least 2 years sales experience

Education / Qualifications / Accreditations with Professional Body

1. Grade 12
2. FAIS Accredited qualification   

Technical Skills or Knowledge

• Excellent written and verbal communication skills in English
• Excellent administration skills
• Sales skills
• Writes and speaks fluently, clearly, correctly and convincingly.
•  Product knowledge and expertise

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Areas of responsibility may include but not limited to

Business Cases

• Assist business to articulate the benefits they wish to realize with the solution.      
•  Facilitating the development of a Business Case.

Customer Requirements Specification (CRS)

• Follow a structured process to listen to, understand and document client requirements. If needed, facilitate activities like interviews or JAD sessions to expand the understanding of the business requirements. If required, perform analytical tasks, data extracts, run queries or any other form of analysis to gather information. 
• Following up with clients to clear up ambiguity and possible misunderstanding. 
• Documenting the requirements in a Customer Requirements Specification (CRS) document (which may include UML models, business process documents). 
• Review the functional requirements with the client, using appropriate formats such as presentations and walk-through discussion. Obtain sign-off on CRS.

Product Requirements Specification (PRS)

• Design and validate the functional solution. This involves interpreting the CRS into a set of Product Requirements Specifications (PRS). Apply knowledge of the system, interfaces and dependencies to highlight integration aspects that must be considered. Identify a set of stakeholders that need to be involved in creating and validating the PRS. Interview business and technical owners, as well as experienced members of the development team (Dev Manager, Architect, Snr BA).
• Design a set of test cases/scripts, test scenario's and test data sets to accompany the PRS. Validate the PRS and Test Basket with the client and identified stakeholders and obtain sign-off.

Solution Proposal

•    Review the approved CRS and PRS with the development team. If required, revert back to client or other stakeholders if technical issues require business decisions in order to proceed. Answer queries from the development team on business or functional aspects of the required solution. Defend the client business requirements.

Project Documentation

• Perform Project Management activities, such as providing the client as well as relevant team members with estimates of the duration of tasks. Provide updates to project schedules. Maintain and update the scheduling system. Coordinate work activities between the client and development team (e.g. scheduling JAD sessions). Maintain project documentation. Provide input to technical design, and liaise between the client and the technical team. If required, conduct a Post Implementation Review (PIR).

Test Basket

• Once developers have completed unit testing, test the solution by applying the test basket. Record test results and log bugs/issues back to development team, with appropriate documentation and commentary as per the test procedure. Once business (super users) proceed to UAT, handle client queries and do analysis on errors (if required). Refer errors back to development team, and maintain logging and documentation aspects.
• Once testing is complete, obtain client sign-off on testing.

Release Notes and Training Material

• Update and publish release notes related to the current system changes implemented, and notify impacted parties. Maintain and update the BRS and PRS with any added content. Upload BRS,
• PRS and TS to the SharePoint server, and load links into the scheduling system. Keep status updated. Check documents in and out of system.
• During go-live, perform live monitoring of the new system. If required, make configuration settings/updates, version number changes, workflow and configuration table changes. 

Query Reporting

• Respond to incidents escalated by the Incidents team. 
• Log issues in the appropriate issues logging system.
• Conduct preliminary analysis on issues.
• Provide reporting to Dev Manager or PM on project activities and status.

Guidelines, Standards and Reference

• Participate in internal forums such as Business Analysts Work Group. 
• Submit EA proposal forms.

Personal Attributes and Skills

Behavioural skills

• Customer service orientation, results orientation, conflict resolution, negotiation skills, time management, professional communication (written, verbal, presenting and listening), creativeness, innovation, stress management, assertiveness, tenacity. 

Technical Skills

• Project management, SQL queries, business writing skills, presentation and facilitation skills, solution architecture, process mapping, entity diagram mapping, software testing pack design, functional testing. 

Education and Experience

• Relevant tertiary qualification (Informatics degree – beneficial)
• UML courses
• 1 to 2 years working experience in a professional environment (if no tertiary qualifications)
• Knowledge of ITIL, CMMI, PCMM
• Technical knowledge of SQL, UML, XML, OO
• Knowledge of software architecture, facilitating JAD sessions, data modelling techniques, industry compliance and legislation.

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Key outputs

• All work must be done accurately, comprehensively, and in line with set quality standards and timelines.
• Consult with stakeholders across business areas and gather information to understand their key business and soft skills needs and requirements.
• Design and develop high-quality soft and sales skills training content and curriculums that meet the needs of the target audience.
• Develop engaging and interactive learning activities that promote learning transfer and application.
• Create instructor-led virtual and in-person training programmes and material, which includes blended learning solutions, ensuring that all content is aligned with the organisation’s learning objectives.
• Develop storyboards (only) for digital training material, which could include online courses, videos, podcasts, infographics, and animations.

Note: The Instructional Designer will not be responsible for any development of digital material as this function is fulfilled by the Multimedia design team.

• Review and maintain material, identifying areas for improvement and making necessary updates to ensure effectiveness and relevance.
• Use data and feedback to continuously improve the effectiveness of learning solutions and optimal learning and development.
• Keep up to date with industry trends, best practices, and emerging technologies, ensuring that our learning solutions remain innovative and relevant.

Competencies

• Creative and innovative.
• Very good command of the English language.
• Demonstrate strong instructional writing skills.
• Attention to detail.
• Excellent time management.
• Excellent project management skills with the ability to manage multiple projects simultaneously.
• Communicate effectively with diverse personalities.
• Delivering results and meeting customer expectations.
• Coping with pressure and setbacks.
• Adapting and responding to change.
• Relating and networking.
• Applying expertise and technology.
• Good report writing skills.
• Strong understanding of adult learning principles, instructional design methodologies, and learning technologies.
• A passion for developing high-quality, effective, and engaging learning solutions.
• A passion for soft skills.

Experience

• At least two years Instructional Design experience at an advanced level.
• Education & Training qualification (ETDP), specifically Design and Development.
• Instructional design experience in creating soft skills content.
• Instructional design experience within the financial services or insurance industry.