Latest Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

•  Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

Organizational Capability Building

•  Use the organization's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.

Customer Relationship Management (CRM)

• Data Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Customer Service

•  Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times. Customer Management Help manage customer relationships by using relevant systems.

Insights and Reporting

• Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Correspondence

• Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

EXPERIENCE

General Experience

• 5 or more years' experience in a customer service environment within the insurance industry (Essential); Experience in a call centre environment (Essential); Experience with Avaya related system (Advantageous)

Managerial Experience

• 1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

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Job Purpose 

Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand. 

Responsibilities 

Customer Focus:  

• Builds strong customer relationships and delivers customer-centric solutions.  

Interpersonal Savvy: 

• Relates openly and comfortably with diverse groups of people.  
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease. 

Instil Trust:  

• Gains the confidence and trust of others through honesty, integrity, and authenticity. 

Ensures Accountability:  

• Holds self and others accountable to meet commitments.  

Persuades:  

• Uses compelling arguments to gain the support and commitment of others.  
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise. 

Being Resilient:  

• Rebounds from setbacks and adversity when facing difficult situations. 
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity. 

Communicates Effectively:  

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.  
• Shares information that people want to know; gives appropriate context and details when speaking. 

Plans and Aligns:  

• Plans and prioritizes work to meet commitments aligned with organizational goals. 
• Makes skillful use of resources and support to deliver efficient, high-quality work. 

Manages Conflict: 

• Handles conflict situations effectively, with a minimum of noise.

Requirements

General Education:  

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

General Experience: 

• 1 year telephonic sales experience (essential) 

go to method of application »

Job Purpose

Responsible for the Advisory distribution channel strategy across the Group for Non-Life. Oversee strategies and ensure the implementation for significant growth in the business through building and implementing a digitally enabled Advisory model and digitally disrupting the market.

Responsibilities

Leadership and Direction

• Set and communicate the strategy for achieving the organisation's mission, vision and values within a function, together with the broad actions needed to implement it; inspire a large or diverse workforce to commit to these and to doing extraordinary things to achieve the organisation's business goals. Oversee the implementation of the Advisory model operations across the Non-Life strategy and business plan; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Digital Strategy/Transformational Projects Execution

• Oversee the execution of digital road map for the Advisory model, establishing and managing business processes, programs, and projects, resource allocation, KPIs, and governance activities.

Functional Strategy Formation & Implementation

• Develop the strategy for the Advisory Non-life function, anticipating mega-trends and complex challenges and opportunities. Ensure the strategy is successfully implemented and meets long-term business needs.

Distribution

• Lead development and successful implementation and monitoring of the digitally enabled Advisory processes, procedures and models for intermediated sales operations.

Sales (Manager)

• Oversee the implementation of the Advisory Sales strategy. Sell complex, often customised products and services to significant customers and/or manage a significant sales department.

Business Planning

• Lead the development and ensure alignment of annual and longer-term business plans for the function, ensuring alignment with strategy; quantify business outcomes (i.e. revenues or other key performance indicators) and resource budgets (financial and headcount); and develop business cases for key strategic objectives, ensuring cross-functional integration.

Stakeholder Engagement (Internal and External)

• Identify and manage stakeholders up to C-suite level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Customer Relationship Management (CRM) Data

• Ensure that the internal function and/or cross-functional, customer account team maintains high-quality customer information; monitor and review information quality to ensure that it is fit for purpose. Provide user input to the development or improvement of the customer relationship management system to ensure that it meets immediate and longer-term business needs.

Sell Customer Propositions

• Lead a cross-functional internal team to configure a complex tailored or bespoke product and services solution and associated contractual terms that meet the customer's mid to long-term needs at key operating unit level. Negotiate agreement with the customer and internally with commercial colleagues to ensure that customer requirements are met at an acceptable level of profitability and cash flow. OR Review and authorise complex sales proposals from team members that deviate from standard terms.

Organisational Capability Building

• Identify the capabilities needed to meet the current and emerging business needs of a significant business area. Evaluate current capabilities, identify gaps, and prioritise development activities. Motivate others to develop their capabilities and fulfill their personal potential. Build capabilities elsewhere in the organisation through mentoring and other informal methods.

Compliance

• Help develop compliance policies for an area of the organisation, while also developing underlying procedures and monitoring their implementation.

Performance Management

• Manage and report on business performance; hold direct reports accountable for achievement of business plans and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer-term delivery of stakeholder value.

Personal Capability Building

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team and beyond in the function. Maintain external accreditations and in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media.

Requirements

General Education

• Relevant Marketing or Commercial Degree / Diploma or Business Administration qualification; RE, KI and COB as required by the Financial Services Regulatory body (Essential)
• CFP or a post graduate qualification (Advantageous)

General Experience

• 10 or more years' substantial general work experience together with comprehensive job-related experience with a specific focus on intermediated sales and distribution to fully competent level (Essential)

Managerial Experience

• 5 or more years' senior management experience in Financial Services / General Management experience in the short-term insurance industry (Essential)
• Experience managing in a Tied Channel Distribution (Advantageous)
• *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 »

Job Purpose

Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Responsibilities

Customer Focus: 

• Builds strong customer relationships and delivers customer-centric solutions.

Interpersonal Savvy:

• Relates openly and comfortably with diverse groups of people.
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Instil Trust: 

• Gains the confidence and trust of others through honesty, integrity, and authenticity.

Ensures Accountability: 

• Holds self and others accountable to meet commitments.

Persuades: 

• Uses compelling arguments to gain the support and commitment of others.
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Being Resilient: 

• Rebounds from setbacks and adversity when facing difficult situations.
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Communicates Effectively: 

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Shares information that people want to know; gives appropriate context and details when speaking.

Plans and Aligns: 

• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Makes skillful use of resources and support to deliver efficient, high-quality work.

Manages Conflict:

• Handles conflict situations effectively, with a minimum of noise.

Requirements

General Education: 

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

General Experience:

• 1 year telephonic sales experience (essential)

go to method of application »

JOB PURPOSE

Support the claims handling philosophy and supply strategy, mitigate risk of vehicle spend (quantification, identification, and validation of vehicle). Ensure all services are delivered against agreed service and functional standards.

Requirements

RESPONSIBILITIES

Operations Management

• Supervise others working within established operational systems. Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results. Ensure that team members execute work activities on time in accordance with the required operational and quality standards. Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up‐to‐date and current information.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to rectify non-conformance and variances within the team as a high priority. Report, resolve and escalate issues as appropriate.

Internal and External Client Relationship Management

• Build effective working relationships within the internal and external stakeholders, delivering high-quality professional services to support in delivering business strategy and plans.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission, and vision; motivate people to achieve local business goals. Support team members by sharing knowledge, information, and problem-solving recommendation to achieve the required operational results.

Insights and Reporting

• Contribute to the preparation of various data and analytics reports. Identify practices for improvement and make recommendations to functional Business Manager for consideration. Collect and submit reports specific to team data as part of the Management Control System.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements. Identify, assign, and follow‐up on work activities of team members in accordance with operating procedures to contribute the management control system.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant 3-year Business or insurance industry related degree / diploma in management (Advantageous)

EXPERIENCE

General Experience

• 5 or more years’ experience in an Assessing or estimating of motor vehicles (Essential)
• 2 years’ experience in claims and policy services environment (Advantageous)

Managerial Experience

• 2 or more years management experience (Essential)

go to method of application »

Job Purpose

Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

Responsibilities

Customer Focus: 

• Builds strong customer relationships and delivers customer-centric solutions.

Interpersonal Savvy:

• Relates openly and comfortably with diverse groups of people.
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Instil Trust: 

• Gains the confidence and trust of others through honesty, integrity, and authenticity.

Ensures Accountability: 

• Holds self and others accountable to meet commitments.

Persuades: 

• Uses compelling arguments to gain the support and commitment of others.
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Being Resilient: 

• Rebounds from setbacks and adversity when facing difficult situations.
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Communicates Effectively: 

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Shares information that people want to know; gives appropriate context and details when speaking.

Plans and Aligns: 

• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Makes skillful use of resources and support to deliver efficient, high-quality work.

Manages Conflict:

• Handles conflict situations effectively, with a minimum of noise.

Requirements

General Education: 

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

General Experience:

• 1-year telephonic sales experience (essential)

go to method of application »

RESPONSIBILITIES

Customer Management (Internal)

• Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
• Use appropriate tools to accurately cost applicable claims on a day-to-day basis.

Work Scheduling and operational compliance

• Organise own work schedule to get the job done, coordinating with support services and completed work within SLA.
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
• Remain up to date with current and new product knowledge to enable effective decision making.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.

Correspondence

• Respond to routine requests using telephonic conversation or emails (internal and external).

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers.
• Prepare insurance claim forms or related documents and review them for completeness.
• Enter claims information into database systems.

Pay small claims.

• Calculate quantum amount of claim.
• Post or attach information to claim file.
• Transmit claims for further investigation.
• Contact insured or other involved persons to obtain missing information.
• Review insurance policy to determine coverage.
• Organise or work with detailed office records, using computers to enter, access, search or retrieve data.
• Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.
• Finalise claims and communicate the outcome to the customer
• Listen and transcribe client conversations
• Request Client Conversation
• Retrieve Client Conversation
• Issue repair / replace vouchers
• Load and action 15-minute messages
• Complete Things to Do (TTD's) and requests

Requirements

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

General Experience

• 1 or more years' Financial Services industry experience (Essential)
• Call Centre Experience (Essential)
• STI experience (Advantageous)
• 1 or more years' Claims Experience (Advantageous)
• At least 2-3 years’ experience in a Customer Service environment (Advantageous)

go to method of application »

JOB PURPOSE

Facilitate the retaining of policies through company approved retention strategies. Focus on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Focus on customer premium collection and reinstatement. Has a solid knowledge of products and systems, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

Customer Needs Clarification

• Set clear objectives for each 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.

Customer Service

• Provide a quality service to customers while identifying alternative collection opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Customer Management

• Help manage customers by carrying out standard activities.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures. Develop capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance and KPI's

Data Collection & Analysis

• Extract relevant data from information provided by others.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

Requirements

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognized qualification (Advantageous); Class of Business Certification (Advantageous)

General Experience

• 1 year retentions experience(Essential); Experience in Financial Services Environment (Advantageous); Experience in collections environment(Advantageous)
• 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 Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times. By applying for this role, you consent to having your relevant qualification and or accreditation or confirm that you are working towards meeting the competency requirements. You further consent to the relevant information being verified.

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JOB PURPOSE

Provide administrative support and assistance to internal and external stakeholders. Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues. Assist with general administration and collation of data as required from time to time.

RESPONSIBILITIES

Data Collection and Analysis

• Accurate collation and analysis of information for submission to external parties and audits. Ensure accurate recording of information on any systems used internally or by external parties. Assist in setting up and maintaining administration processes.

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.

Document Management

• Create, organise and maintain files containing the correspondence and records of a senior colleague.

Client & Customer Management

• Help manage clients by carrying out standard activities and providing support to others.

Stakeholder Engagement

• Effectively build and maintain relationships with both internal and external stakeholders and partners. Ensure effective service delivery to meet stakeholders needs within specified SLA’s. Provide ad hoc project support within the department.

Work Scheduling and Allocation

• Organise own work schedule in order to get the job done.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

EDUCATION

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential); Diploma or Degree in the Company Secretarial field (Advantageous)

EXPERIENCE

General Experience

• 2 or more years' experience in an administrative role dealing with company secretarial duties (Essential); 2 or more years' experience in facilitating amendments to company profile with CIPC and engaging with Auditors(Essential); General administration services and data collation experience (Essential)