Recent Openings at Telesure Investment Holdings (TIH)

RESPONSIBILITIES

Business Development

• Monitor and assess sales and market data for a specific geographic region that will assist management in identifying areas in the market where business can be developed.

Customer Relationship Development / Prospecting

• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; 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, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Negotiate agreement with the customer and internally with commercial colleagues to ensure that customer requirements are met.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

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.

Operational Compliance

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

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.

Requirements

General Education

• Grade 12/SAQA Accredited (Essential); RE compliant (Advantageous); 150 FAIS
• Commercial Credits (Advantageous); Relevant 3 year degree or diploma in relevant field (Advantageous)

EXPERIENCE

• 1 - 3 years commercial experience (Essential); Experience in Financial Services Industry (Advantageous)

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RESPONSIBILITIES

Broker Customer Service Management

• Carry out standard customer service activities and handle simple customer enquiries. Effectively build, maintain and manage relationships with brokers. Provide accurate information to brokers and retain existing broker portfolio through service excellence. Ensure that administrative outputs are punctual and precise and answer queries verbally about a product or service.

Administration

• Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include ensuring Broker partner packs are delivered timeously, fault logging for system errors on behalf of brokers, assisting BDO's with administration and registration of brokers. Provide basic administration services to brokers & BDOsin therelevant region.

Compliance

• Work within standard compliance systems and report simple non-compliance issues.Comply with service level agreements and quality standards.

Personal Capability Building

• Maintain and build relevant knowledge and ensure effective updating of own product and system knowledge.
• 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.

Continuous Improvement

• Contribute to optimizing work practices and procedures and generate new ideas to assist in identifying continuous improvements and growth for broker's.

Performance Management

• Assure all work meets technical / operations standards for quality and timeliness; use performance management systems to improve personal performance.

Data Management

• Support others by working on a variety of data management tasks. Maintain detailed records of broker information and statistical information.

Product & Solution Development

• Support others by assisting BDO's with organisation of training and processes in order to drive sales. Ensure adherence to business and statutory requirements.

 General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Certificate of Proficiency (COP) Short Term Insurance Industry (Advantageous); Relevant 3 year Business related degree / diploma (Advantageous); FAIS and RE qualification (Advantageous)

EXPERIENCE

General Experience

• 1 to 2 years secretarial or administrative work experience (Essential);
• Client Services experience, preferably in the short term environment (Essential);
• Knowledge of the Financial Insurance Industry (Essential);
• Broker experience (Advantageous)

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RESPONSIBILITIES

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.

Customer Needs Clarification

• 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.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

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. Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures

Data Collection & Analysis

• Collate and analyze data using POL360 system to identify trends, opportunitiesand risks. Involves working independently.Monitor relevant information available in the POL360 system after each contactwith a customer to ensure that the organization maintains turn around time (TAT).Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.

Customer Service

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

Customer Relationships Development

• Make calls (by telephone or in person) to allocated customers to develop new relationships and maintain existing ones. Act as a first point of contact for resolving customer queries and complaints.

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.

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. Ensure up-to-date financial services industry and market knowledge, as well as internal products and processes are continuously maintained.

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); BCom or similar qualification (Advantageous);
• FAIS recognized qualification (Advantage); RE 5 (Essential); Class of Business Certification (Advantageous);
• Wealth Management Qualification (Advantageous)

EXPERIENCE

General Experience

• 2 or more years telephonic sales experience (Essential); Experience in banking / financial / insurance / business services (Advantageous)

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RESPONSIBILITIES:

Portfolio Management

• Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.

Underwriting Management

• Review, rate and underwrite assigned new business and renewal cases within prescribed authority level, escalating unusual or complex cases to senior colleagues where appropriate. Knowledge of reinsurance and facultative placements.

Insurance Claims Management

• Investigate the circumstances of claims and the nature and extent of clients' losses. Review and evaluate information gathered using own subject-matter expertise, and examine additional evidence provided by specialist investigators or subject-matter experts to determine the extent of liability.

Intermediary Management

• Build and maintain relationships with intermediaries while also helping senior colleagues.

Stakeholder Engagement

• Engage, and build relationships, with stakeholders across the value chain. Facilitate meetings with large groups of stakeholders. Work with front-end, backend developers, marketing, sales, service departments to ensure a holistic management of deliverables. Engage with third-party suppliers or providers to deploy new technology and review and execute the deliverables.

Data Collection & Analysis

• Gather project data and report on the state of the performance of the portfolio.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates for Exco and senior management. Lead execution of complex reports to provide a performance overview for the key portfolios. Identify and interpret complex patterns and trend and translating those insights into actionable recommendations.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered on existing products, systems and processes.

Internal and External Communications

• Execute a communications plan within established internal communication systems and procedures. Send Communications to Exco or senior management on project tracking and problems to gain buy-in for changes to processes and procedures.  

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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Business Development

• Monitor and assess sales and market data for a specific geographic region and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• RE5 and Class of Business product knowledge (Essential)
• Minimum NQF Level 4 credits of 120; Short term insurance qualification / Higher Diploma or equivalent business-related qualification (Advantageous)

EXPERIENCE

• 3 or more years’ experience in Intermediated, Broker and Underwriting Manager environment (Essential)
• Experience in Financial Services Industry (Essential)
• Experience in Key Account Management (Advantageous)

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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

• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, rectify non-conformance and variances within the team as a high priority, and report and escalate issues as appropriate.

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 organisation'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. 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.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Regularly assess the need for training or performance improvement of individual team members and implement action plans to enhance overall team performance.
• Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.

Customer Relationship Management

• Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Customer Management

•  Help senior colleagues manage customer relationships by using relevant operational systems.

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. Deal with most complex and valuable issues.

Requirements

General Education

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

General Experience

• 2 years’ experience in a recoveries and third party liabilities environment (Essential)
• 3 to 4 years’ experience in claims and policy/customer services environment (Advantageous)