New Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Retention of policies through restatements and management of cancellations.
• Focuses on meeting targets, maintaining customer relationships, and
• troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and meeting profit margins.

Responsibilities

• Customer Management (External and Internal)
• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.
• Customer Needs & Analysis
• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.
• Up-sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.
• Correspondence
• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external).
• Operational Compliance
• Develop working knowledge of the organisation'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.
• Compliance
• Identify and report potential risks or inadequate controls related to compliance or operational risks
• Champion a culture of risk and compliance across the division
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.
• Administration
• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.
• 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.
• Work Scheduling and Operational Compliance
• Work according to an assigned schedule.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential)

Experience

• 1 year retentions experience (Essential);
• 1 year sales experience (Advantageous).

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Job Purpose

• Coordinate and prioritise IT Systems Development tasks through the effective deployment of resources and efficient workload allocation ensuring that Business IT Systems requirements are sufficiently developed and adhered to.

Responsibilities

• Application Software Development
• Contribute to development of existing and new applications by analysing and identifying areas for modification and improvement. Contribute to development of new applications to meet customer requirements.
• Application Software Roadmap
• Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
• Stakeholder Engagement
• Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis. Find out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment.
• Portfolio Management
• Plan and deliver small projects or workstreams using an appropriate project management methodology to give assurance that intended outcomes are achieved.
• 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 organisation'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; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Organisational Capability Building
• Use the organisation'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 throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
• Personal Capability Building
• Develop own 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.
• Data Collection & Analysis
• Collate and analyse data using pre-set tools, methods and formats for measures of improvement. Involves working independently.
• Operational Compliance
• Maintain and renew a deep knowledge and understanding of the organisation'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 organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
• Applications Software Maintenance
• Monitor, identify, and correct straightforward software defects to maintain fully functioning applications software.
• Information Security
• Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.

Education

• Bachelor's Degree: Information Technology, School Grade 12  (Required)

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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 Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales 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.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organisation'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.
• Customer Relationship Management (CRM) Data
• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• 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 to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); FAIS credits, CPD hours and COB (Advantageous)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• To partner operationally and contribute to the accomplishment of the companies objectives, through providing line managers and employees with HR guidance, whilst maintaining accountability of effective delivery of HR services.

Responsibilities

• HR Frameworks and Tools
• In collaboration with centres of excellence, draft HR frameworks and tools within an area of expertise, ensuring compliance with specified design principles, internal policies, and external legal requirements.
• Promote HR programs to create an efficient and conflict free workplace.
• Stakeholder Engagement
• Understand business operational models, business structures, process and procedures in order to give sound business advice to all stakeholders.
• Provide feedback to Centres of Expertise about HR solution effectiveness.
• Collaborate with Centres of Expertise to create innovative solutions. 
• Focus on consultative support and HR solution delivery.
• HR Data Analytics and Insights
• Gather, analyse and interpret HR data; identify key trends and contribute to the creation of HR insights that enable the diagnosis of business issues, enhancement of employee engagement, and/or improvement of business performance.
• Present accurate data reports in monthly forums.
• Policy Development & Implementation
• Work within established procedures to achieve specified goals.
• Advising management on the administration of human resources policies and procedures and the risk thereof.
• Regulatory & Compliance Management
• Understand, interpret and apply HR policies and procedures as well as all relevant Labour Relations Acts in order to ensure organisational statutory compliance.
• Conducting audits of HR activities to ensure compliance.
• Provide guidance to business on employee relations processes, in collaboration with the relevant specialists.
• Investigate all kinds of incidents and reports, and provide expert advice.
• Information and Business Advice
• Resolving complex queries from various business units by providing the relevant guidance and advice on policies and/or procedures, referring the most complex issues to the centres of excellence.
• Organisational Capability Building
• Conduct training sessions with relevant stakeholders in the business in terms of the identified specific business needs.
• Personal Capability Building
• Develop own 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. 
• Keep abreast with new trends and advancements in the human resources field and understand external regulation, and industry best practices through ongoing education.
• HR Data Management
• Accurately collate and maintain HR Data.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); HR related qualification or studying towards it (Essential); Degree in HR (Advantageous)

Experience

• 2 or more years experienced practitioner able to work unsupervised (Essential);
• HR Administration knowledge (Essential).