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

• Plan and coordinate SEO efforts, including onsite and offsite optimisation and keyword expansion research. This role requires an analytical and perceptive professional who is a skilled communicator and able to collaborate with various teams. Be a proactive and self-starter manager who can ensure that both internal and external SEO teams are working optimally and delivering on SEO goals and targets.

Responsibilities

SEO Strategy and Roadmap

• Contribute to the creation of the SEO marketing strategy and plan by providing input regarding the implementation, as well as the execution of SEO strategies.

Stakeholder Engagement

• To liaise with key resources and stakeholders (Marketing Managers, Channel Managers, Wider Digital function and Digital Marketing Team) to ensure alignment of internal and external stakeholders.

SEO Performance

• To manage the performance of SEO across all brands, as well as the management of internal and external stakeholders to ensure delivery of all SEO requirements.

SEO Content Planning

• Develop and update the SEO plan by developing SEO content that aligns with social media, Adwords and other digital activities to ensure a well-integrated approach across all channels.

Project Management

• Plan and manage the delivery of the SEO project, using an appropriate project management methodology to give assurance that intended outcomes are achieved. Manage offsite and onsite optimisation projects with the SEO Agency and understand reporting on performance.

Leadership and Direction

• Translate the business goals and objectives to ensure the SEO strategy is aligned. Develop and grow knowledge and talent within the team in order to stay on top of the latest SEO trends.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports by using a variety of tools to ensure we are delivering best in class insights that drive high performance through the organic channel.

Budgeting

• Manage the content and SEO budgets and report on ROI appropriately.

Compliance

• Responsible for quality control of the SEO content. Knowledgeable on GDPR, rules and regulations and ensuring compliance.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered in regards to search engine optimisation.

Personal Capability Building

• Keep abreast of SEO and integrated marketing trends and develop own capabilities by 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.

Organisational Capability Building

• Provide coaching to the wider marketing stakeholders to develop their SEO knowledge.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Mathematics to Matric (Essential); Relevant SEO certification (Essential); Relevant degree and/or Diploma (Advantageous)

Experience

• 4 to 5 years' experience in hands on SEO (Essential); Knowledge of standard and current SEO practices (Essential); Experience within a financial services industry and Ecommerce (Advantageous); Experience in managing SEO, within a multi-brand organisation (Advantageous). Managerial Experience: 2 or more years' proven experience as SEO Manager to deliver predetermined objectives as specified by more senior managers (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. May supervise computer programmers.

Responsibilities

Application Software Development

• Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.

Improvement / Innovation

• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.

Applications Software Maintenance

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

Testing IT Performance

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

Information Security

• Implement and provide input on the design of 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 in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.

Organisational Capability Building

• Provide coaching to team members to develop their skills.

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, reporting these and escalating issues as appropriate.

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.

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.

Education

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

Experience

• 4 or more years experience using relevant programming languages or technologies (Essential) 
• Previous experience in a financial services environment (Advantageous).
   

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Job Purpose

• Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short term workforce and staffing needs for TIH Brands.

Responsibilities

Customer Experience Strategy

• Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
• Utilise historical data, economic trends, and current marketing events to fulfill short, medium and long-term planning across multiple/omni channel environment.
• Analyse daily, weekly and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads.
• Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
• Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people and infrastructure.
• Responsible for providing input for the budget headcount submissions annually.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.
• Make recommendations for adjusting staffing levels to maximise productivity and profit.

Work Scheduling and Allocation

• Schedule all agents to ensure that there are the right number of staff coverage.
• Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends.
• Manage the scheduling of training by considering Line’s training needs.
• Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted.
• Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders.
• Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.

Project and Program Resource Management

• Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation.
• Manage the predicative scenario to determine optimal resource requirements for business productivity.
• Design according to each business line’s unique requirements based on contractual staffing arrangement.
• Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA.
• Produce campaign and project scenario plans according to relevant business requirement documents.

Project and Program Stakeholder Engagement

• Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns.
• Communicate best practice in meetings.

Improvement / Innovation

• Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews.
• Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business.
• Inform staffing strategy for FTE requirements for Sales and Service.
• Analyse daily Management Information report and provide commentary and reasons to improve the line.
• Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.

Operational Compliance

• Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules.
• Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity.
• Stay up to date with all schedule trends and best practice.

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.
• Identify further training that is in line with growth for this role and engage with the line manager for approval where required.
• Keep the line manager updated on training and growth process.

Education

• Bachelor of Commerce/Information Technology or equivalent (Essential); Lean Six Sigma Green Belt Certification (Advantageous);  BSc in Maths/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous)

Experience

• 5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential); Proven track record of variance scores achieved within industry standard range and acceptable to company standards (Essential); Understand omni channel blended environments (Essential); Experience in the financial services industry (Advantageous)
   

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Job Purpose

• Develop, execute and maintain effective Media and Channel integration strategies across all advertising channels in order to meet annual A&G and Virseker targets, build brand presence and drive future business growth, with consideration for brand positioning and meeting Group Marketing Media and Channel performance objectives

Responsibilities

Functional Strategy Formation

• Lead the development and implementation of the Media and Channel Integration strategy for a business area or significant function, anticipating mega-trends and complex challenges and opportunities, and ensuring integration within the wider corporate strategy. Contribute to the definition of the digital marketing strategy and plan by providing input regarding the implementation of initiatives.

Leadership and Direction

• Identify and communicate the actions needed to implement the Media and Channel Integration strategy and A&G and Virseker brand plan within Group Marketing; 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.

Marketing

• Oversee a particular area, product or service within the larger marketing strategy. Involves managing development and delivery. Ensure effective creation, implementation and maintenance of Media and Channel Integration A&G and Virseker brand strategy launches to achieve optimal return on investment and Brand presence. Ensure the overall Media Channel analyses on an on-going basis to ensure delivery of campaigns at an optimal P-factor.

Budgeting & Costing

• Manage budget plans for a department. Could involve development and delivery. Ensure Media and Channel Integration budgets are optimised to deliver against business objectives.

Brand

• Oversee the Media and Channel Integration strategy within the larger A&G, Virseker & Partnerships brand strategy. Involves managing development and delivery.

Stakeholder Engagement

• Identify and manage stakeholders up to C-suite level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Responsible for the Media and Channel Integration strategic management and implementation of strategies through collaboration with key internal stakeholders such as Marketing Managers, in order to achieve the A&G and Virseker objectives.

Customer Relationship Management / Account Management

• Develop and implement relationship management plans to identify and build relationships with relevant decision makers and influencers both within the customer organisation and within the market to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified stakeholders to ensure their needs are met and the relationship is maintained.

Contract Management

• Manage a portfolio of contracts and negotiate service level agreements. Will also plan, coordinate and supervise activities relating to major contracts. Achieve effective generic media buying and management through building long and short-term media partner relationships.

Continuous Improvement

• Lead the review of existing operations and the implementation of innovation processes across the department or sub-function to ensure the required continuous improvement outcomes are delivered. Keep up to date with developments in the market in order to identify, explore and possibly implement Media innovation and improvement.

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.

Digital Marketing Capabilities

• Support creation of the digital marketing road map and lead specific capability-building initiatives, collaborating with technology partners and enterprise teams. Support identification of opportunities for capability building. Execute enablement strategies encompassing market segmentation, digital experience, product mix and positioning, channel optimisation and efficiency and analytics to achieve or exceed defined business goals.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A relevant 3 year Business related degree / diploma in a Commerce or related discipline such as Marketing, Media or Advertising (Essential)

Experience

• 8 - 10 years' experience in Media or Channel Strategy environment (Essential); Experience within the financial services industry (Advantageous). 3 - 4 years' experience within a management role (Essential)
   

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Job Purpose

• Design user interface and the visual and user-experience elements of digital products through research, testing and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.

Responsibilities

Design and Conceptualization

• Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions.

Customer Experience Mapping

• Perform and implement techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles. Advise on approaches to eliminate negative experiences and enhance customer interactions.

Customer Needs/Experience Research

• Complete research and analyse data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Product and Solution Development

• Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.

Internal Client Relationship Management

• Build effective working relationships within the internal client organisation, delivering high-quality professional services with guidance from senior colleagues.

Improvement / Innovation

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

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.

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

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)

Experience

• 3 or more years UX/UI design experience (Essential); Experience in the Financial Services industry (Advantageous).
   

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Job Purpose

• Design user interface and the visual and user-experience elements of digital products through research, testing and iteration. Translate high-level requirements into interactive designs, and transform them into attractive, intuitive, and functional user interfaces.

Responsibilities

Design and Conceptualization

• Work effectively with cross-functional teams to conceptualize products and services, leveraging data to drive original design ideas and decisions.

Customer Experience Mapping

• Perform and implement techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles. Advise on approaches to eliminate negative experiences and enhance customer interactions.

Customer Needs/Experience Research

• Complete research and analyse data to develop and/or support a sound understanding of customer segments, trends, needs, and expectations.

Product and Solution Development

• Define and deliver products and services that meet customer needs by selecting the best possible approaches available within established systems.

Internal Client Relationship Management

• Build effective working relationships within the internal client organisation, delivering high-quality professional services with guidance from senior colleagues.

Improvement / Innovation

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

Customer Experiences Implementation

• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.

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

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)

Experience

• 3 or more years UX/UI design experience (Essential); Experience in the 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.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

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

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Job Purpose

• Provide administrative, analysis and project support to relevant distribution channel whilst effectively building and maintaining relationships with internal and external stakeholders.

Responsibilities

• Assist in setting up and maintaining administration processes.
• Effectively manage the channels complaints processes.
• Process invoices and pay weekly Broker commissions., Collate and analyzing information for management and financial reporting., 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 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.
• Responsible for the vetting of all new brokers applications in terms of contractual and compliance regulations., Effectively build and maintain relationships with both internal and external stakeholders and partners. 
• Ensure effective service delivery to meet stakeholders needs within specified SLA’s.
• Oversee and facilitate the retention's of policies and work hand in hand with the Retention's Team.
• Ad hoc project support within channel (marketing, events etc.)., Help manage clients by carrying out standard activities and providing support to others., Organize own work schedule in order to get the job done.
• Supervise junior administrators and assign short-term tasks to others if necessary., Responsible for populating standard contracts, letter and communication to external partners and clients.
• Maintain and store a centralized archive of all distribution related data, applications, communication, decisions, and documentation.
• Management of new applications, marketing material and recording of printing ratios.
• Populate weekly Dash board for the channel.
• Scan and file Broker contracts.
• Assist with compiling presentations., Vet all New Private Facilities and Facilitating all processes regarding Private Facilities.
• Manage New Business and processes and ensure that risks are eliminated including dealing with binder holders and the Verification Team.
• Call clients with regards to distressed policies.
• Build and maintain a Risk Management and monitoring process of new and existing Brokers.
• Assist in broker debt management., Vet all New Private Facilities and Facilitating all processes regarding Private Facilities.
• Manage New Business and processes and ensure that risks are eliminated including dealing with binder holders and the Verification Team.
• Call clients with regards to distressed policies.
• Build and maintain a Risk Management and monitoring process of new and existing Brokers.
• Assist in broker debt management.

Education

• Diploma or Degree in the Company Secretarial field (Advantageous)  (Required), SAQA Accredited Equivalent (Essential)  (Required), School Grade 12  (Required)

Experience

• 2 or more years' experience in an administrative role dealing with company secretarial duties (Essential); 2 or more years' experience in recruitment, exposure in full recruitment cycle (Essential); General administration services and data collation experience (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.

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).