Trending Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Ensure the effective planning and execution of the Customer Relationship Marketing Strategy against set targets and budgets, with a clear focus on maximising customer value through engagement. This includes all Customer Relationship Marketing journey communication, marketing tactical campaigns, upsell and cross sell campaigns, across the STI brands on all channels with the purpose to create customer loyalty and advocacy, increase retentions, increase share of wallet and longer survival rate for higher customer Life Time Value (LTV).

Responsibilities

Marketing Campaign Development

• Carry out supplier and contract management tasks to support advertising/promotion/other marketing campaigns.
• Assist the Customer Relationship Marketing Manager to run the Customer Relationship Marketing strategy per brand, and all activities that are associated with this across the business.
• Proof read and manage sign-off process on all creative development and execution of campaign materials, such as emails, sms, app notifications, online messages, any design elements, infographics, banners, letters, etc.
• Develop, plan and implement customer engagement journeys for the relevant brands, and develop and execute all campaigns.

Marketing Planning

• Contribute to the development of customer relationship marketing and tactical campaigns.
• Work closely together with the Customer Relationship Marketing Manager to develop and own customer journeys for the STI brands, and develop and execute tactical and seasonal campaigns.

Marketing Execution

• Execute a marketing plan for a particular product, service, or specialty area while working within established marketing systems.
• Coordinate the Customer Relationship Marketing campaign calendar and ensure that all campaigns are executed timeously.
• Oversee the campaign production process to ensure timeous and accurate delivery into all channels, e.g. SMS, email, in-app, and social media.
• Manage customer service response protocol to ensure all responses to queries and complaints (online, email, sms) are appropriate, timeous and consistent.
• Work with the Customer Relationship Marketing Manager to execute the Customer Relationship Marketing strategy for each brand, across the business.
• Responsible for achieving  Customer Relationship Marketing Retention targets, upsell and cross sell targets and any targets associated with any campaign to drive business growth.
• Work with Operations to ensure fulfilment of all campaigns.

Marketing Communications

• Develop and deliver marketing communications campaigns across all media to support the business plan and increase retentions and customer lifetime value.
• Assist on a variety of ad-hoc marketing and communication initiatives, as needed and instructed by the Customer Relationship Marketing Manager.

External Consultant or Contractor Engagement

• Prepare briefings and information for external consultants or advisors to support the delivery of key projects and/or ad hoc services. Monitor and evaluate outcomes and recommend remedial actions where necessary.
• Brief external partner agencies, brief internal creative studio, brief internal service providers and any other stakeholders that will help deliver the customer engagement strategy across the STI brands.

Data Collection & Analysis

• Collate and analyse data using pre-set tools, methods and formats. Involves working independently.
• Manage and track all campaign reports from Email Service Provider, SMS Service Providers, and any other software tool, or otherwise, used for the execution of the Customer Relationship Marketing strategy and tactical campaigns.
• Continuously work with the Customer Relationship Marketing Manager to analyse results of campaigns and gather insights for future campaigns.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.
• Review campaign results and make recommendations on campaign refinement that will result in improved performance.
• Manage, track and measure campaigns and communicate results accordingly.
• Compile and present monthly reports on all campaigns executed within the month.
• Work with internal teams including Data Analytics, Campaign Specialist teams, Brand Marketing teams and the Digital Marketing teams to define campaign requirements to ensure reliable results in upsell/cross sell of products and services.
• Manage all campaign reports supplied by internal or external Business Information tools or departments and ensure all results are tracked and recorded.

Budgeting

• Track budgets and report variances to report these to the Customer Relationship 
• Marketing Manager.

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.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.
• Communicate with all stakeholders internally and externally to ensure that everyone is timeously advised of all customer communications and campaigns.

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.

Organisational Capability Building

• Provide coaching to team members to develop their skills.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A relevant degree in Digital Marketing (Essential); Bachelor’s Degree or equivalent in Marketing Management or Customer Relationship Management (Advantageous); Diploma or equivalent on Marketing Automation strategy and implementation (Advantageous)  (Required)

Experience

• 2-3 years’ hands-on marketing automation campaign management experience (Essential); Previous role experience working with any marketing automation platform, e.g. SAS 360, Adobe or Salesforce with Administrator credential (Essential); Digital design experience and/or understanding of HTML coding (Essential); Experience within Financial Services environment (Advantageous).

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Job Purpose

• Lead and manage the end-to-end People/HR agenda within a business area by aligning the people and business agenda to ensure business objectives are met that contribute to the delivery of the overall company strategy. This is achieved through the introduction and implementation of programmes, tools, policies and frameworks developed in the Centres of Expertise that support the achievement of the agreed people, customer and growth results.  Monitor (through SLA’s, HR metrics) and support HR services delivered via the People Enablement delivery team.

Responsibilities

Business Planning

• Develop and propose annual business plans for a given area or department and ensure alignment with strategy. Recommend financial and headcount budgets; propose HR related business targets (e.g., key performance indicators); and schedule key activities/projects, ensuring integration with other elements of the organisation.

HR Data Analytics and Insights

• Monitor, analyse and report on key Human Capital Enablers such as HR Management, Reporting and Analytics; Governance, SLA's and HR Metrics to optimize the Human Capital of the organisation.
• Analyse and investigate business/people issues and trends within the business unit and recommend interventions in collaboration with COE to create HR insights that enable the diagnosis of business issues, enhancement of employee engagement, and/or improvement of business performance.

Stakeholder Engagement

• Be a "Broker" of service between specialized internal groups (e.g remuneration) and the business.
• Act as a consultant on issues related to strategy execution and change, talent management, employee engagement, performance management, employee relations. 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 to senior line management.
• Support all HR products, services, process implementation including any required changes and ensure client buy-in through influencing (context, rationale).

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team; 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.

Policy Development & Implementation

• Develop procedures and interpret and apply policy for area of expertise to achieve specified outputs, or advise the wider business on application of policy, then monitor implementation of those procedures within the organisation.
• Work with the business unit to translate business needs into HR requirements and employee experience.

Information and Business Advice

• Provide specialist guidance to senior managers at the business unit or regional level to enable the implementation of policy, projects, and change initiatives.
• Drive effective execution of HR policies and processes in their business.

Change Management

• Manage and support the development and/or delivery of an organisational change management initiative for a substantial department/area.

Organisational Capability Building

• Identify the organisational capabilities gaps required to execute the business strategy within the context of the capability mapping on an ongoing basis.
• Responsible for implementing initiatives at the business unit level and may support the design of specialized or customised training, communications and talent management.
• Support the development of leadership and manage talent pipeline in business unit.
• Coach and educate the line managers in people management.
• Coach and develop HRC's.

Regulatory & Compliance Management

• Draft HR frameworks within an area of expertise to meet business needs, ensuring compliance with specified design principles, internal policies, and external legal requirements.
• Investigate all kinds of incidents and reports, and provide expert advice to more senior colleagues. Minimize risk exposures and ensure adherence with regulatory standards by working with all internal functions to make sure compliance programs are properly implemented.

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.

Education

• Recognised 3 year Degree / Diploma in HR Management or Industrial Psychology (Essential); Post Graduate Degree in HR Management or Industrial Psychology or any other relevant qualification (Advantageous)  (Required)

Experience

• 4 or more years experience in the following:
• Strategic Human Resources Management / HR Organisation Capability management / Change Management / Talent Management (Recruitment, Development and Retention) / Performance & Reward / Human Capital Planning / ER, IR and Wellness (Essential);
• Experience in Project Management and HRMS (i-manage – Oracle, SAP, VIP etc) (Advantageous). 2 or more years supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

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Job Purpose

• Design, implement and manage a technical underwriting framework for Renasa that fosters superior risk selection, streamlined processing, loss ratio management and underwriting profitability. Setting of underwriting standards on a national basis as well as oversee the evaluation/ acceptance of risks within the company’s underwriting appetite. Oversee facultative reinsurance process, surveying processes and standards and manage Technical Underwriting procedures and processes and all system design requirements, relating to the underwriting of all business on Nimbis and Third-Party underwriting systems. Ensure sufficient and accurate reporting to be used in portfolio management

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.

Underwriting

• Make authoritative decisions about technical or professional underwriting and business enhancement solutions that would significantly improve business performance. Introduce underwriting rules on the acceptance of business.

System Management and Development

• Management and development of underwriting systems to deliver pre-set outcomes for commercial and personal lines areas of responsibility.

Insights and Reporting

• Manage and develop the execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. Conduct monthly statistical analyses (loss ratio, multi-claimants and claims trends analyses) and engage underwriting (policy admin) to implement appropriate proposed corrective measures.

Monitor implementation of remedial measures.

• Prepare and contribute effectively to forums and committees where represented. Reporting on the effectiveness of all third-party broker systems utilised by the organisation and in line with strategic objectives.

Operations Management

• Support the overall organisational strategy by managing, developing and delivering operational plans and outcomes for the business.

Underwriting Policy Development & Implementation

• Develop underwriting frameworks for the underwriting department. Take responsibility for creating underwriting procedures and monitoring their implementation within underwriting. Monitor adherence to set mandates through technical audits and controls as set
• in the underwriting framework. Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing the underwriting processes, systems and protocols with a view to improve efficiencies and to ensure best practice.

Operational Compliance

• Ensure that business activities within the area of responsibility comply with relevant external regulatory codes and with internal policies and procedures to minimise business risk and to protect the reputation of the organisation. Develop, manage and maintain business rules around when audits are required and adhere to underwriting guidelines and standards by managing audits.

Stakeholder Engagement

• Identify and manage stakeholders up to top management 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.

Organisational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool.

Strategic Planning

• Take responsibility for developing and delivering the strategic planning approach for a key part of the organisation.

Budgeting and Costing

• Take responsibility for setting and managing area budgets so they align with organisational strategy.

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.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); RE 1 and FAIS recognised qualification (Advantageous); Diploma in Insurance or equivalent (Advantageous)  (Required)

Experience

• 8 or more years' in short-term insurance (mainly in commercial lines) (Essential); Short-term insurance underwriting on third-party systems (Essential); 5-8 years senior management experience (Essential

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Job Purpose

• Contributes to the organisational goals by delivering an efficient IT desktop service by supporting and resolving operational issues and suggest improvements within the parameters of the IT capabilities. Identify trends which will lead to innovation and continuous improvement.

Responsibilities

User Support

• Provide advice and assistance to users to resolve basic queries and more complex queries when required and ensure the applications/website capabilities are well understood by the business. May manage a help desk team.

Information and Business Advice

• Resolve complex queries from internal or external customers or suppliers by providing information on SOPs and self-help procedures, referring the most complex issues to others.

Customer Service

• Provide a quality service to customers. Responsibilities may include dealing with complex queries and investigating and resolving customer problems.

Client & Customer Management (Internal)

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

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.

Solutions Analysis

• Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.

Work Scheduling and Allocation

• Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Administration

• 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.

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.

Education

• School Grade 12  (Required)

Experience

• 2 years' service desk support experience within a medium to large corporate (Essential).

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Job Purpose

• Manage and prioritise IT Systems Development tasks through the effective deployment of resources and efficient workload allocation. Lead a team of system developers to drive innovation and ensuring that Business IT Systems requirements are sufficiently developed and adhered to.

Responsibilities

Application Software Roadmap

• Define and maintain a road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.

Solutions Analysis

• Develop innovative solutions by integrating and analysing complex and diverse information sources.

Stakeholder Engagement

• Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis.
• Identify and manage stakeholders up to management 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.

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team; 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.

Strategy Formation and Implementation

• Develop tactical plans for optimising resources and assets being managed within a significant area or department.

Performance Management

• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Data Collection and Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

Insights and Reporting

• Contribute to the design and creation of reporting strategies and templates. Lead execution of complex reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.

Organisational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organisation's talent pool.

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.

Application Software Development

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

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.

Operational Compliance

• Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.

Information Security

• Implement and provide input on the design 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)

Experience

• 6 or more years adequate System Development experience using the relevant programming, language or technologies (Essential); Previous experience in Financial Insurance industry (Advantageous). 3 - 6 years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

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Job Purpose

• The Senior Manager: Cost Transformation will focus on cost transformation, which includes a comprehensive set of responsibilities aimed at driving cost optimization and enhancing financial efficiency within the organization. Contributes to the organisational strategy by developing and reporting financial insights, implementing, and managing strategic initiatives to enhance customer interaction and staff satisfaction in order to achieve company targets and objectives. In addition, the role will contribute to enhance internal customer interaction through immersion and commercial partnering with Business. Ensure that strategic planning, budgeting, forecasting and financial management within Enterprise is delivered.

Responsibilities

Financial Modeling

• Undertake strategic and tactical financial analysis, modeling, and evaluation to support business leaders in their decision making. Post project implementation tracking/reporting. Raise post project flags with relevant stakeholders and assist with implementation of corrective action measures within the agreed SLA. Manage the project review process; accurate and relevant information and recommendations provided to stakeholders to enable progress evaluation and agreement of change. Act as a custodian of existing Enterprise business cases financial modelling to evaluate ability/feasibility using applicable financial management tools i.e., NPV, IRR etc. and provide recommendations to senior management Lead ad-hoc analytical/modelling work to provide insights into critical decision factors. Timely hand-over of new business reports.

Insights and Reporting

• Set and lead execution of the data and analytics reporting plan, creating strategies and templates to report data in a meaningful way. Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders. Provide Enterprise level FP&A insights. Assist the CFO and Head of FP&A in updating reports with the latest results and variances; forming supporting commentary; and meeting corporate deadlines. Work closely with the Finance Operations and Systems team to build and enhance current processes and tools to facilitate the right level of management reporting / KPI reporting in the group to senior leadership. Provide high quality ad-hoc analysis as required.

Stakeholder Engagement

• Identify and manage stakeholders up to top management 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. Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.

Budgeting

• Develop and/or deliver budget plans in collaboration with the relevant stakeholders. Work with the Head of FP&A on budgeting and financial forecasting. Analyse how the organisational structure influences costs, focusing on areas such as ring-fenced teams, vacancies and span of control Provide insights and recommendations on organisational redesigns or adjustments to minimise costs while maintaining or enhancing operational efficiency Report on the financial impact of proposed changes, including a detailed cost benefit analysis.

Performance Management

• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives. Advise on corrective action measures where necessary to ensure the achievement of annual business objectives.

Leadership and Direction

• Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; 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.

Financial Management and Control

• Manage a significant portion of the organisation's financial management and/or control processes including strategic investment areas. Oversee the cost accounting function, ensuring accurate and timely analysis of cost data. Oversight of cost centre creation and maintenance. Directly manages the cost accountant, providing guidance and oversight on their activities and ensuring their work aligns with broader cost transformation goals. Enhance productivity metrics and works closely with Workforce management to identify opportunities for labour cost savings without compromising on quality or productivity.

Data Collection and Analysis

• Make authoritative recommendations based on expertise that have a significant impact on the business over the short and long term. Recommendations could be technical or professional in nature. Monitor, analyse and report on anomaly spend categories such as travel, entertainment, staff welfare, incentives and consulting expenses. Prepare and present regular reports to the group CFO and divisional CEO on anomaly spending, offering insights and recommendations for improvement Report to CFO and Head FP&A on anomaly spending.

Policy Development & Implementation

• Develop functional or operational policies and help develop policy frameworks for area of responsibility or department. Take responsibility for creating underlying procedures and monitoring their implementation. Develop and implement policies to manage and mitigate excessive spend in these areas, ensuring alignment with the organisation’s financial policies and goals. Develop, implement, and enforce financial and operational policies related to cost management, ensuring they are well communicated and adhered to across the organisation. Facilitate training and education programs for staff at all levels to foster a culture of cost awareness and efficiency.

Personal Capability Building

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

Information and Business Advice

• Provide authoritative specialist advice to the leadership team of a business vertical or subsidiary to guide the implementation of policy and the design and implementation of projects and change initiatives. Work collaboratively with procurement to ensure protection of cost savings as a result of renegotiations of contracts. Implement and oversee a robust process for monitoring and analysing supplier spend. Conduct regular supplier evaluations to identify cost-saving opportunities (for example rent vs buy analysis; utilisation of yards etc).

Functional Strategy Formation

• Lead the development and implementation of commercial strategy for an important area of responsibility within a function, anticipating complex issues, challenges, and opportunities, and ensuring integration with wider functional strategy. Design and implement a comprehensive cost transformation strategy to improve financial efficiency. Conduct deep-dive analysis to identify areas of excessive spending and inefficiencies, proposing actionable solutions to address these issues. Collaborate with various department heads to align cost optimisation initiatives with overall business objectives, ensuring that cost-saving measures do not impede operational effectiveness.

Education

• Post Graduate degree/diploma in Business Related Field (Essential); CIMA (Advantageous)

Experience

• 8 or more years experience as a Senior Manager (Essential); 3 or more years experience and exposure to business operations (Essential); Experience in Financial Services environment (Advantageous); 2 or more years' management experience (Advantageous)

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Job Purpose

• To manage, coach and guide a team. 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.

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.

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.

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 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

Education

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

Experience

• 3 or more years experience in a claims environment within the insurance industry (Essential); Experience in a call centre environment (Essential). 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 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

• Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

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.
• Work Scheduling and operational compliance
• Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
• 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.
• Up-sell Customer Propositions
• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS Regulatory Qualification (Essential); RE 5 (Essential); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); Class of Business Certification (Essential); STI Qualification (Essential); RE 1 (Advantageous); AIISA/FIISA qualification (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.

Education

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

Experience

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