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Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Key Purpose
To efficiently lead, manage and coach a team of inbound broker service consultants, who service Brokers with new business quotes, policy changes, policy advice, complaints, escalations and all ongoing support within agreed service levels.
Areas of responsibility may include but are not limited to
- Ongoing team member support, training and coaching.
- Accurate, timely administration and reporting.
- Achievement of monthly product and soft skills knowledge targets (QA/ Assessments).
- Stakeholder engagement.
- Adherence to Reinsurance, risk and compliance requirements.
- Teamwork, self-management and alignment with Discovery values.
- Achievement of Service Level Agreement
Personal Attributes And Skills
- Strongly customer service-focused
- Excellent relationship building skills
- Excellent verbal and written communication skills with an ability to influence, convince and negotiate effectively (critical)
- Conflict handling skills
- Analytical and attentive to detail
- Resourceful problem solver
- Systematic and organized with an ability to plan and prioritize effectively
- Resilient, with an ability to work under pressure and adapt to change (important to be able to retain perspective and not take things personally)
- Good team player
- Results and deadline-driven
- Quick learner
- Excellent people management skills
Education
Education and Experience
- Essential Qualifications: Matric/Grade 12
- FAIS Complaint (NQF Level 4 Short Term Insurance Qualification)
- RE5 essential (RE1 advantageous)
- Continuous Professional Development (CPD) certificate
Minimum Experience
- Technical knowledge and understanding of short term insurance
- 3 - 5 yrs. internal broker servicing/ service consultant/ broker consultant experience
- 5 – 10 yrs. commercial underwriting
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Job Description
- Assisting clients with queries and servicing requests on their life policies within required SLA. Identifying sales opportunities
- Answering inbound calls timeously and making required outbound calls
- Managing all queries through to resolution
- Co-ordination of own administration
- Identifying sales opportunities and process improvements
- Maintaining accurate details and statistics of all queries
- Overall responsibilities are not limited to the job description / key outputs and the responsibilities/ key outputs may change according to business needs
Key purpose
- To lead, manage and guide a team of sales support consultants to reach required Life applications activation 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 - 12 sales support consultants
- Performance Management including the setting of KPIs’ and the measurement thereof.
- Coaching and developing the team and identifying talent
- Inspire, motivate and support team.
- Ability to work independently and efficiently
- Ability to multi-task and meet allocated daily / weekly / monthly deadlines
- Drive staff to achieve required targets and maintain / improve set SLAs’.
- Assessment of consultants calls (Performing QA’s on sales and admin staff calls).
- Identify quality issues and take corrective steps by actioning quality trends.
- Conduct QAs’ on agents queries and identify areas of improvement and implement accordingly
- Dealing with elevated queries/problems. (email, telephonic and system driven queries)
- Implement processes and design Standard Operating Procedures
- Identify and implement process improvements
- Compile and distribute daily / weekly / monthly reports in the format required by management
- Ensuring continual communication between management and staff and all other stakeholders
- Relationship building with all internal and external stakeholders to achieve objectives
- Adhere to and enforce internal policies (Discovery Group policies & Legislative policies)
- Assisting with interviews & Role plays.
- Availability to work overtime from time to time, which may include weekends.
Reporting
- Completing ad-hoc tasks / projects in accordance with management requests
Personal attributes and skills
Competencies:
- Excellent verbal and numeric communication skills
- Quality driven
- People-focused
- Attention to detail
- Strong Interpersonal Skills
- Strong Leadership skills
- Problem solving skills
- Decision making skills
- Stress tolerance
- Creative and innovative
- Excellent time management skills aand ability to prioritise time to meet deadlines
- Organizational awareness
- Detail and process orientated
- Self motivated & optimistic
- Customer centric
- Solution orientated
- Ability to work independently and efficiently
- Team player
- Flexible and Adaptable
- Ability to work within a team and drive team culture
Qualification & Experience
- Grade 12 – essential
- 5 years Administrative Team Leader experience – essential
- Proficient in English – essential (writing, reading, speaking)
- Bi-lingual – advantage (writing, reading, speaking)
- Computer literate - MS Office, especially Excel – essential
- Regularory Exam and FAIS credits -essential
- Bachelors degree/ Business Management Diploma- essential
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Key outputs
- Source and provide customised data to the business
- Expand the suite of automated analytical/KPI reports used by clients of the Marketing and Sales Analytics team (relating to lead volumes, call centre metrics, campaign performance etc.)
- Be an enabler of performance marketing, i.e. perform analyses, provide insights and build predictive models that will assist with:
- Client segmentation and ideal client identification
- Development and implementation of targeted marketing strategies
- Optimisation of call centre operations
- Digital marketing optimisation
- Guide business stakeholders in what data to extract
- Improve processes and databases where opportunities arise
- Interpret and disseminate information via reports and publications
Competencies
- Strong analytical and statistical modelling/machine learning skills
- Skill in producing BI reports and working with BI software tools
- Above average ability to work with, analyse and report on data
- Ability to source data from both structured and unstructured sources
- Good communication skills and ability to build relationships with key stakeholders
- Ability to work under pressure and in conditions of change
- A team player who can work alone when required and without supervision
- Ability to multi-task and to manage workload
- Organized
- High level of attention to detail
- Resilience, enthusiasm, energy and drive
- Positive, can-do attitude
- Ethical and able to maintain confidentiality and manage boundaries
- Aligned to Discovery values and core purpose
Qualification and experience
- Honours degree (or higher) in statistics, actuarial sciences, computer science (or equivalent, relevant qualification)
- Knowledge of statistical packages (R, SAS, SPSS, Python etc.)
- Knowledge of BI reporting tools (Power BI)
- Experience in statistical and machine learning modelling techniques
- High level of computer literacy (advanced MS-Excel and SQL)
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Job Description
- Assisting clients with queries and servicing requests on their Discovery products that were sold by Discovery Connect within the required SLA. Identifying sales opportunities.
- Answering inbound calls timeously and making required outbound calls
- Managing all queries (email & telephonic) through to resolution
- Handle and Co-ordination your own of administrative functions timeously
- Identifying sales opportunities
- Maintaining accurate details and statistics of all queries (email, telephonic and discovery system driven queries)
- Identifying process improvements
- Implementing compliance policies and procedures
- Daily / weekly / monthly reporting
- Overall responsibilities are not limited to the job description / key outputs and the responsibilities/ key outputs may change according to business needs
Key purpose
- To lead, manage and guide a team of service consultants to reach 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 4-6 serivce consultants
- Performance Management including the setting of KPIs’ and the measurement thereof.
- Coaching and developing the team and identifying talent
- Inspire, motivate and support team.
- Ability to work independently and efficiently
- Ability to multi-task and meet allocated daily / weekly / monthly deadlines
- Drive staff to achieve required targets and maintain / improve set SLAs’.
- Assessment of consultants calls (Performing QA’s on sales and admin staff calls).
- Identify quality issues and take corrective steps by actioning quality trends.
- Conduct QAs’ on agents queries and identify areas of improvement and implement accordingly
- Dealing with elevated queries/problems. (email, telephonic and system driven queries)
- Implement processes and design Standard Operating Procedures
- Identify and implement process improvements
- Compile and distribute daily / weekly / monthly reports in the format required by management
- Ensuring continual communication between management and staff and all other stakeholders
- Relationship building with all internal and external stakeholders to achieve objectives
- Adhere to and enforce internal policies (Discovery Group policies & Legislative policies)
- Assisting with interviews & Role plays.
- Availability to work overtime from time to time, which may include weekends.
Reporting
- Completing ad-hoc tasks / projects in accordance with management requests
Personal attributes and skills
Competencies:
- Excellent verbal and numeric communication skills
- Quality driven
- People-focused
- Attention to detail
- Strong Interpersonal Skills
- Strong Leadership skills
- Problem solving skills
- Decision making skills
- Stress tolerance
- Creative and innovative
- Excellent time management skills aand ability to prioritise time to meet deadlines
- Organizational awareness
- Detail and process orientated
- Self motivated & optimistic
- Customer centric
- Solution orientated
- Ability to work independently and efficiently
- Team player
- Flexible and Adaptable
- Ability to work within a team and drive team culture
Qualification & Experience
- Grade 12 – essential
- 5 years Administrative Team Leader experience – essential
- Proficient in English – essential (writing, reading, speaking)
- Bi-lingual – advantage (writing, reading, speaking)
- Computer literate - MS Office, especially Excel – essential
- Regularory Exam and FAIS credits -essential
- Bachelors degree/ Business Management Diploma- essential
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Key Purpose
As an Agile Test Analyst, you will be a key part of a Scrum team, and will have a huge impact on the quality of Discovery’s growing range of digital touchpoints and services that allow the IM Systems to deliver all outbound and in-bound communications in the best possible way. The Digital Channels team works on dynamic new projects and product enhancements within the web and mobile platforms in order to improve business inefficiencies, gain competitive advantage on our products and ultimately to provide better service to our clients. Using knowledge of the organization’s technology infrastructure and specific software applications, Digital Channels helps the business to address changes through technologies.
Areas of responsibility may include but not limited to
- Working as a collaborative member of the Scrum team
- Writing and executing test cases against stories, creating and maintaining tests in line with agreed testing standards and practices
- Documenting defects and making these visible to the teams and the Product Owner
- Providing feedback on user stories from a quality point of view and promoting bug prevention strategies, testability, accessibility and other QA concepts
- Collaborating with other testers, BAs, developers, designers and other experts across the business to deliver business and customer value
- Being proactively involved in the end-to-end lifecycle of digital features including code reviews, user stories grooming, requirements understanding
- Actively participating in all relevant Agile ceremonies and cadences
Personal Attributes and Skills
- Excellent working knowledge of test methodologies, writing test plans, creating test cases and debugging
- Extensive technical understanding across the digital domain
- A thorough understanding of testing/QA best practices
- Experience working in large, complex organisations
- Demonstrated experience in successfully contributing to development teams in an Agile/Scrum environment
- Understanding of common software failures and faults
- Knowledge of the domain (highly desirable)
- Knowledge of the system or application-under-test (highly desirable)
- Experience in a variety of testing efforts (desirable)
Education and Experience
- IT Diploma or other relevant degree
- At least 1-2 years experience in manual testing
Advantageous
- ISTQB Foundation Level Certificate
- Agile Methodology Certification
Methodologies
Tools
- Jira
- Confluence
- Postman
- SoapUI
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Key Purpose
To hold accountability for the corporate provider contracting and provider relations function (including but not limited to Hospitals, Pathologists, Radiologists, Dialysis, Pharmacies). To lead commercial negotiations, initiate new partnerships where appropriate, hold oversight for the execution of existing contracts, and hold responsibility for the risk management of the associated corporate providers
Areas of responsibility may include but not limited to
The successful applicant will be responsible for but not limited to the following broad job functions:
- Maintain provider engagements aligned with business strategy
- Design and negotiate contract terms with corporate service providers
- Oversee analytical contracting models
- Ensure that all stakeholders adhere to contractual obligations and all administrative matters pertaining to contracts are completed
- Enforce adherence to SLA’s by internal stakeholders and contracted parties
- Oversee risk management pertaining to the claims experience of corporate service providers
- Consult on legal matters pertaining to contract management
- Keep abreast with relevant legislation and ensure that all stakeholders understand implications
- Lead a cross-functional team overseeing commercial, risk and administrative matters pertaining to corporate contracts.
- Work collaboratively with other Discovery divisions
- Data and model findings need to be clearly communicated to business users.
Personal Attributes and Skills
The following competencies are essential:
- Market experience and expertise (locally & internationally)
- Highly developed interpersonal skills
- Well established commercial, analytical and negotiation skills
- Strong team-building skills
- Excellent communication skills
- Complex problem-solving skills and comfortable working with ambiguity
- Familiarity with an agile working environment
Education and Experience
The following are essential criteria for the position
- MBA Degree or equivalent formal general management and financial training
- 7-10 years Health industry experience, including deep expertise and knowledge of managed care landscape
- 7-10 years’ experience in stakeholder relations
- 5-7 years’ experience in managing teams
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Key Purpose
Determine operational objectives by studying business functions, understanding the business requirements, and through a structured process documenting, validating and translating it into functional specifications that are used by developers to craft a technical solution. Testing and validating the functionality of the technical solution against the business requirements. Interfacing between the business client and the development team with regards to the business and functional requirements. Ensuring that the business requirements are delivered in the implemented solution. Building and maintaining strong relationships with clients, and acting as consultant on the application.
Areas of responsibility may include but not limited to
- Determine operational objectives by studying business functions and elicit requirements.
- Document the requirements into a Business Requirements Specifications document
- Document the requirements into a Functional Requirements Specifications document
- Review the business requirements with the business, using appropriate formats.
- Obtain sign-off on the business requirement.
- Adhere to the SDLC and standards throughout the analysis process.
- Review the approved business requirement with the development team.
- If required, revert to management or other stakeholders if technical issues require business decisions in order to proceed.
- Ensuring that the customer requirements are delivered in the implemented solution, on time and of the highest quality
- Validate and verify the solution proposal with the business.
- Draw up high level test cases
- Provide testing support where required to the testing team.
- Evaluate and measure efficiencies of business processes and provide recommendations.
- Proactively identify risk pertaining to the project.
- Prepare risk management plan.
- Manage operational components of the area such as standard operation procedures.
- Proactively identify areas of improvement within the department
- Drive efficiencies in the business
- Ability to work independent as well as ability to work in a team
- Defend the client business requirements.
- Working with multiple business areas and multiple teams that require deep integration of solutions
- Complete the initiation documents and present the relevant proposals at the prioritization forums.
Personal Attributes and Skills
- Behavioural Competencies:
- Drives Results
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Drives Results
- Problem Solver
- Leadership Skills
- Strategic Agility
- Manages complexity
- Balances Stakeholders
- Relationship building and networking
- Highly adaptable and resilient (Able to work under pressure and Change Readiness)
- Ability to prioritize and work on multiple tasks simultaneously
- Ability to deal with complex models and their application
Technical Skills:
- Project Management
- SQL queries
- Business Writing, Presentation and Facilitation Skills
- Solution Architecture and Process Mapping
- Entity Diagram mapping
- Software testing pack design, functional testing
- Experience using formal modelling languages (UML, etc) and modelling tools (Enterprise Architect, Visual Paradigm etc.)
- Exposure to Agile principles and methodologies, including Continuous Integration and Test Driven Development
Education and Experience
Qualification
- Relevant tertiary qualification/Informatics degree or Recognised BA qualification/diploma (Compulsory)
- UML course
- BPMN Course
- BABOK qualification (Advantageous)
Experience
- More than 3 – 4 years’ experience as a Business Analyst (Compulsory)
- Testing experience
- Architecture
Knowledge
- Processes: ITIL (Incident, Change, Release, Problem Management), CMMI, Agile, SDLC
- Technologies: SQL, UML, XML, SOUPUI, Enterprise Architect, Visio, Quality Center
- Other: Software architecture, facilitating JAD sessions, data modelling techniques, UML Process Design, Industry compliance standards and legislation.
Method of Application
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