New Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

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 gather relevant information to assist in resolving customer requests.

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 customized responses (internal and external).

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.

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

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous); STI Qualification (Advantageous); Class of Business (Advantageous); Customer Service certificate/or related qualification (Advantageous)

Experience

• 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous).
   

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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.

Experience

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

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Job Purpose

• Build and maintain new or existing relationships with Dealer partners and key stakeholders. Conducting regular partner visits and business reviews to ensure the partners are satisfied with our products and services and updating the CRM system and ensure the Dealer relationship manager is aware of any changes. Provide personalized relationship and sales and service support, resulting in an increase in market share with this segment, ultimately driving profitability growth.

Responsibilities

• Deliver efficient partner interactions and relationship management through effective trigger management. (tracking quotes to sales conversion, TAT, commission paid etc.)
• Give direction on Marketing efforts with the most effective methods and tools.
• Liaise with internal departments (Brand, Sales, Retentions, etc) to ensure partner needs are fulfilled effectively.
• Collect feedback from identified partners or partner segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on their input.
• Conduct business reviews to ensure partners are satisfied with the products and services and conduct regular client satisfaction surveys and reviews., Develop and implement a relationship management plan for customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.
• Connect, develop rapport, form relationships and ensure positive dealer experiences at all times and regularly visit partners to discuss partner performance and hand out marketing and promotional items. 
• Ensure client retention within the dealer portfolio and maintain a high standard through the effective resolution of dealer queries, and constantly seek to grow the volume of business the dealer places with TIH. 
• Effectively develop, maintain and manage relationships with internal and external business partners in support of growing the dealer portfolios being managed.
• Identify, negotiate and notify the Dealer support team of new Dealer business clients and cross selling opportunities., 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., 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 from a supervisor or manager for any exceptions from mandatory procedure.
• Keep abreast on legislative and regulatory aspects and regularly review them with the partner. 
• Manage new and current partner legal agreements., 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.
• Keep abreast of emerging trends and share best practice knowledge and insights.
• Ensure up-to-date industry and market knowledge, as well as internal products, processes etc.
• Gain solid knowledge of competitors and continuously conduct market research., 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. 
• Update the CRM and ensure all stakeholders are aware of changes within clients portfolio., For assigned leads on data net system, communicate with the sales staff to ensure call backs are done within the TAT.
• Receive leads directly from dealerships and allocate manual leads that come via email, to the sales staff and follow-up., Generate daily, weekly and monthly reports on dealer contacts, showing call centre performance, as well as dealer performance (who is supporting us)
• Provide daily performance reports on incoming contacts, leads, sales, conversion and closing., Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them., Make or receive calls (by telephone) to allocated dealerships to generate additional leads and maintain existing ones. Act as a first point of contact for resolving dealer queries and complaints., Monitor company performance against service level agreements and flag potential issues.
• Attend monthly meetings with partners to build relationships and report on their performance.
• Preparing weekly, monthly and ad hoc reports and marketing presentations. 
• Analyze partner trends, make recommendations and ensure the execution of the agreed solution., Monitor relevant information available in the data net system after each contact with a customer to ensure that the organization maintains turn around time (TAT)., Prepare and provide the dealers/F&I's with Noting of Interest documents on all sales and make amendments to these documents if necessary., Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets and KPI's as set out by the manager and ensure targeted growth achievement on the assigned dealer region/portfolio.
• Achieve operational requirements and service delivery through effective time and attendance management.
• Responsible for executing the marketing plan and strategic tasks and monitor the outcomes., Provide a quality service to F&I's in the dealerships while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems.
• Monitor and provide feedback to dealers on all incoming Toyota Dealer contacts, as they come in., Rank data received from the data net system for the performance of the dealerships and call centre., Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team and dealers; allocate work and review completion and provide feedback to relevant managers on performance and escalate performance issues to direct manager to ensure timeliness and quality are adhered to., Understand the partner's unique business profile and operating model, identifying a relevant course of action based on partner and portfolio needs and undertake an appropriate course of action ensuring partner satisfaction. 
• Interact with internal L&D department to create and run training sessions for partners. 
• Discuss and regularly update partners on other products the company offers and contract with them to sell the products to their clients.

Education

• School Grade 12  (Required)

Experience

• 1 to 2 years marketing experience, in the short term and/or dealer environment (Essential); Experience in a Financial Services Industry (Advantageous); Experience in sales or customer service environment (Advantageous); Experience working with customer relationship management (CRM) practices (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).

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Job Purpose

• Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team.

Responsibilities

Application Software Development

• Develop existing applications and contribute to development of new applications by analyzing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.

Improvement / Innovation

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

Applications Software Maintenance

• Monitor, identify, and correct straightforward software defects to maintain fully functioning applications software.

Testing IT Performance

• Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.

Information Security

• Implement required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.

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. Continue to learn new languages/technologies.

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 from a supervisor or manager for any exceptions from mandatory procedure.

Application Software Roadmap

• Maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)

Experience

• 3 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).
   

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Job Purpose

• Develop, create, and modify general computer applications software or specialized utility programs. Analyze user needs and develop software solutions. Design software or customize software for client use with the aim of optimizing operational efficiency. May analyze and design databases within an application area, working individually or coordinating database development as part of a team. Provide development and investigative support to relevant stakeholders.

Responsibilities

Applications Software Maintenance

• Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.

Customer Support

• Carry out a range of customer support activities, including handling customer cases and enquiries that are more complex or outside the norm.

Application Software Development

• Contribute to development of existing and new applications by analyzing and identifying areas for modification and improvement. Contribute to development of new applications to meet customer requirements.

Testing IT Performance

• Perform routine website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.

Improvement / Innovation

• Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.

Information Security

• Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.

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. Continue to learn new languages/technologies.

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.

Education

• School Grade 12  (Required)

Experience

• 1 -2 years' experience using the relevant programming language or technologies (Advantageous) Previous experience with a financial services environment (Advantageous).
   

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Job Purpose

• Ensures vehicles are effectively and timeously towed to the agreed destinations, in line with TIH policies and procedures. Generate cost savings for TIH and the customer by negotiating the towing costs with non-suppliers.

Responsibilities

Administration

• Administer the towing of vehicles correctly and efficiently within the specifications of TIH policy terms and conditions. Facilitate the timeous and accurate payment of MBR’s to ensure an effective relationship is maintained.

Contract Management

• Ensure thorough knowledge of service level agreements with contractors in order to ensure efficient cost utilisation and service delivery.
• Client & Customer Management (Internal)Maintain and build relationships with key stakeholders (Towing contractors, SMD’s, Yards, Motor body repairers (MBR’s), Claims and Assessing Environment etc.).Client & Customer Management (External)Render a claims-related service within a turnaround time that is acceptable to customers and conforms to company SLA’s. Ensure effective customer service through delighting customers.

Data Collection & Analysis

• Extract relevant data from information provided by others, and input it into spreadsheets or standard formats. Receiving audio instructions via radio/phone/computers. Establishing information for proof, validation or evidence. Asking questions to establish information required. Searching literature or other data sources. Noting unusual occurrences. Evaluating alternatives prior to decision.

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• Sound experience and understanding of straightforward procedures or systems (7 to 12 months) within a call centre environment. Towing experience is advantageous. None