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  • Posted: Jan 16, 2020
    Deadline: Not specified
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    Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
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    Manager: Predictive Analytics

    Introduction
    The Manager Predictive Analytics contributes by leading and managing a small impact team, that deliver on organisational goals by using machine learning, AI and statistical analysis to deliver valuable business insights that helps with strategic decisions. Accountable for work within the team and managing projects to deliver ROI for Telesure Investment Holdings(TIH)
    Specification

    • Manage and lead team of +- 5 members
    • Business problem identification
    • Identify new projects and work that can deliver on ROI
    • Relationship building across the business units
    • Use machine learning, AI and statistical analysis to deliver valuable business insights that helps with strategic decisions.
    • Attend business meetings and manages expectations of work and projects
    • Follow instructions from senior manager or head of department
    • Manage all projects for the team
    • Be able to follow through on difficult project without other involvement
    • Manage projects across teams and silos
    • Sign-off work of team and get necessary sign off from senior manager or head where needed
    • Manage KPI pipelines for team members
    • Interview for new team members and give input
    • Mentor and guide team members
    • Sign-off leave and ensure enough support within the team for issue resolution and project timelines
    • Manage project, work or complaint escalation
    • Address performance issues with their manager or head of department
    • Ensure that the team deliver on ROI of projects
    • Accountability of own and teamwork and correctness of work.
    • Understanding the impacts of work across the data science lifecycle.
    • Responsible for upskilling in data, modelling and business knowledge
    • Machine learning algorithms
    • Presentation and communication of results up to exco level
    • Implementation of models/data products
    • Monitoring and quantification of model/data product's effects on TIH, its clients and stakeholders

    Requirements

    • Level of Education

    Essential

    • Grade 12 (Standard 10) with University Entrance (NQF4)
    • Must have completed 3-year degree in one or more of the below

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    Campaign Specialist

    The Campaign Specialist contributes to the organizational goals through effective planning and execution of campaigns within the defined timelines. The management of campaigns, data and metrics will help improve overall efficiencies.

    Specification
    Provide input into the design of new campaigns, engaging with marketing.

    • Define the campaign brief outcomes to meet the required set targets with the business unit manager.
    • Develop the campaign brief that includes the planning and designing of the campaign; the timelines and resource capability and skill set required, liaising with multi-channel contact centre management; workforce management, marketing
    • Implement campaign strategies and cohesive customer engagement according to plan to drive the achievement of the Business Unit targets
    • Liaise with Data Science team and/or data sources to access reliable data to meet the campaign outcomes.
    • Ensure data processes are adhered to – lead scrubbing, data optimization and segmentation strategies, implementation of all models, data alignment to campaign brief including applicable regulatory and legislative requirements
    • Maintain, analyse, re-engineer and evaluate new and existing campaigns; as well as produce reports and communicate or escalate 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, p-factor), gaming of contacts or leads
    • Provide input and review scripting of campaigns
    • Implement initiatives to improve campaign performance
    • Manage, track and govern campaign settings on dialer guided by models to support strategy

    Requirements

    Essential qualifications for the role includes:

    • Grade 12 (Standard 10) with University Entrance (NQF4) .
    • Relevant Contact centre and management information training

    Knowledge Of

    • Contact centre Knowledge (Inbound / Outbound)
    • Workforce management
    • Campaign Management
    • Marketing
    • Data collection methodologies and appropriate application
    • All major data analytic techniques and models
    • Research data management
    • Analysis and interpretation of data results
    • Data proposal writing
    • Data methodologies
    • Data best practice
    • Knowledge of the short-term insurance industry

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    BUSINESS MANAGER: Workforce Management

    The Workforce Manager contributes to the organisational goals by Implement and maintain the department systems, practices and procedures and manage the workforce staffing to achieve service level agreements by implementing relevant legislation and corporate governance.

    Specification
    To Implement and maintain the department systems, practices and procedures and manage the workforce staffing to achieve service level agreements by implementing relevant legislation and corporate governance. Accountable for workforce staffing, attainment of service level agreements, and scheduling for all service lines within the TIH Business. Build, manage and own the workforce management strategy, processes, development and execution of high Customer Service levels through maximized utilization of resources.

    Requirements

    • Operations Management
    • Implement and drive the WFM strategy and operational efficiency through team members and systems to achieve WFM targets and to deliver against the OLA.
    • Insights and Reporting
    • Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.
    • Improvement / Innovation
    • Analyze effectiveness of processes and systems in use in the WFM department and make recommendations for improvements.

    Technical Competencies

    • Planning and Organizing
    • Use comprehensive knowledge and skill and guide and train others to plan,organize, prioritize and oversee activities to efficiently meet business objectives.

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    Sales Consultant

    We have a great opportunity for an Afrikaans Sales Consultant position, who will contribute to the organisational goals by achieving sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with the Virseker Customers.

    Specification
    Effectively manage contacts from start to finish with customers, regardless of the data distribution channel.

    • Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales targets etc.).
    • Deliver efficient customer service levels through effective call management.
    • Achieve operational requirements and service delivery through effective time and attendance management.
    • Connect, develop rapport, form relationships and ensure positive customer experiences at all times.
    • Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction.
    • Responsible for individual actions and the delivery of high quality standards.
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on Treating Customers Fairly principles in alignment with regulatory requirements Record a semi-formal 3-minute video (make sure you are audible and make it fun) answering the following:
    • An introduction to ‘You’ and why you would choose join TIH as a Sales Consultant?
    • What two accomplishments are you most proud of in your personal and professional life, and why?
    • Our internal corporate brand refers to the word Unstoppable. What does this word mean to you in the context of joining TIH and what

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    Senior Manager: Customer Service and Claims

    To lead a team of dedicated, specialist teams in order to obtain the business targets while delivering consistently high levels of service to each and every customer.

    Specification

    • Develop, coach and motivate a leadership team in order to meet agreed objectives and within required standards
    • Lead and monitor the leadership team to execute a high standard of service and process adherence
    • Monitor and support the leadership of a portfolio, including:
    • Contribute to the development and implementation of strategic and operational activities that will continually improve performance collaboratively
    • Operational strategic initiatives and implementation
    • Provide detailed input into on-going process, system development, product opportunities and process enhancement
    • Provide input into staffing requirements and recruitment with the monitoring of daily operations
    • Monitor daily BAU performance against expectations, targets and improvement for monthly performance and year end results

    Expected Outcomes Of The Role Include

    • Improved processing cost
    • Exceptional levels of service delivery from your teams
    • High and sustainable standards of quality results
    • Highly engaged, capable and professional team aligned to the company values
    • Highly effective working relationships with key stakeholders (internal & external)
    • Relentless pursuit of target achievement and above

    Knowledge Of

    • Proven ability in leading and motivating a team of leaders
    • Demonstrated ability in managing critical stakeholder relationships
    • Ability to effectively analyse and resolve problems
    • A core focus on customer outcomes and relations
    • Ability to develop a leadership team aligned with strategic initiatives
    • Ability to plan, organise and control effective teams driving performance through people
    • Ability for high attention to detail
    • Ability to innovate and be creative in developing processes and procedures
    • Ability to effectively manage conflict and negotiate where required
    • Ability to identify trends and course correction

    Requirements

    • Contact Centre Management experience (at least 5 years)
    • Claims Processing experience
    • Legal liabilities settlement experience
    • Matric/Grade 12

    Please note that you will be required to work scheduled night shift

    • 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.

    go to method of application »

    Internal Dispute Resolution Consultant

    The IDRD Claims Outcomes Consultant contributes to the organizational goals by reviewing and resolving escalated claims outcomes related disputes received from the following (but not limited) channels, in a fair and equitable manner.

    • MD or Directors complaints
    • Hello Peter; Facebook; Twitter or any other public websites
    • Designated escalated complaint number and e-mail addresses
    • Other public websites
    • Complaints escalated by the responsible business unit after the business processes have been exhausted
    • Media Complaints
    • The IDRD Claims Outcomes Consultant contributes to the safeguarding of the organisations reputation by mitigating risk relating to disputes.
    • Claims Outcomes Complaints relate to complaints where a customer expresses dissatisfaction with the outcome/decision made on his claim, inclusive but not limited to the settlement calculations; the rejection of a claim or the partial settlement on a claim.


    Specification
    Job Objectives/Outputs

    • Liaise and ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.
    • Defend the organisations reasoning to the complainant where and when required
    • Manage and maintain disputes including the drafting of responses; listening to evidence and making decisions regarding disputes.
    • Ensure all work meets operational, technical and financial results and/ or targets as and when required
    • Ensure up to date knowledge the organisational procedures and philosophies
    • Ensure up to date knowledge of the necessary Ombudsman forums; relevant legislation
    • Build and maintain relationships within the organisation
    • Deliver the Telesure Service Way through personal effort and through others.
    • Deliver on TCF principles in alignment with regulatory requirements

    Requirements

    Essential

    • Grade 12 (Standard 10) with University Entrance (NQF4)

    Desirable

    • A relevant 3-year Business related degree / diploma
    • RE compliant
    • FAIS compliant

    Essential

    Experience:

    • 1-2 years’ experience in an insurance services environment
    • 1-3 Years claims handling and decision-making experience

    Desirable

    • Legal background within an insurance industry
    • Dispute resolution experience

    Method of Application

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