Vacancies Available at Telesure Investment Holdings (TIH)

RESPONSIBILITIES

Information Security

• Define business impact of security incidents and identify and drive recommendations for change to prevent similar incidents. Ensure, through appropriate planning, execution, oversight of implementation and management of centralised and dedicated operations, TIH is able to appropriately identify, protect, detect, respond and recover to information & cyber security threats.
• Where possible, play the role of a lead-in to further enhancing and optimising said lifecycle.
• Ensure effective Threat Hunting and Threat Intelligence is performed.
• Conduct penetration testing/offensive security procedures as required.

Operations Management

• Supervise others working within established operational systems. Participate and take ownership during information & cyber security incident response activities, and specifically as it pertains to cyber security operations. Act as Incident Response Specialist /SOC /L2 Breach and Response as lead member. Escalation point for specialists as a Level 2. Oversee and perform Identity and Access Management and Privileged access Management tasks.

Risk Management & Analysis

• Develop and/or deliver a contingency plan for significant aspects of the risk management and/or control process. Maintain visibility of emerging information & cyber security threats and trends, and adjust operations activities to best defend against such threats.

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.
• Take ownership of and optimise operation of dedicated and centralised cyber security technologies.
• This includes establishing relevant, operating procedures and other mechanisms to ensure consistent execution and quality outcomes.

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.
• Provide input on cyber security operations metrics and indicators.
• Report on key cyber security operations metrics and indicators to management and colleagues.

Stakeholder Engagement

• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
• Build and maintain relationships with teams and areas within TIH towards ensuring collaboration and overall successful functioning of cyber security operations across the organisation.
• Collaborate with the Enterprise Architecture function around strategic cyber security technology selection and investment, or technologies with an impact on cyber security.

Operational Procedure Development

• Draft policies, procedures, and related guidelines within an area of expertise to meet defined key principles and ensure compliance with external requirements. Take ownership of and drive maturity of operational technologies, associated workflows and procedures across a variety of areas such as Internet and dark web cyber threat exposure, network and communications security, endpoint security, identity & access management, application security for proactive and reactive technology protections, vulnerability management and incident response and forensics.

Cyber Security Project and Program Governance

• Clarify roles and responsibilities within the project team and ensure project compliance with the organisation's wider program and/or portfolio management decision-making structures and processes. Participate and positively contribute to governance forums, committees or groups within TIH.

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[1]depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media. Maintain and renew understanding of the information security operations landscape, both current and as it continues to evolve.

Building Capability

• Implement the formal development framework for a team, with guidance from senior colleagues.
• Provide informal coaching to others throughout the organisation in area of expertise.

Continuous Improvement

• Review existing operations in a major area of work and implement innovation processes to generate new ideas and ensure the required continuous improvement outcomes are delivered. Implement improvements and continuously mature cyber security operations activities.

 Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant industry certifications, such as Security+ ,CEH, MSCE, MCSA or equivalent (Essential)
• University degree in an information technology or related domain (Advantageous)
• Relevant Industry certification; OSCP or alternative in offensive or defensive security certifications (Advantageous)
• Relevant system / IT engineering certifications in on prem or cloud environments (Advantageous)

GENERAL EXPERIENCE

• 3 - 5 years' experience in information / cyber security (Essential)
• Strong experience and understanding Cyber Security frameworks and applying it (Essential)
• Experience in Security Operations (Essential)
• Exposure and/or experience in Security Architecture (Advantageous)
• Experience in Threat Hunting and Threat Intelligence (Advantageous)

go to method of application »

RESPONSIBILITIES

Solutions Analysis

• Reviewing a claims outcome and customer service complaint.
• Taking into account policy terms and conditions, ombudsman stances, legislation regulation etc. to determine the correct outcome for the external customers.

Customer Service

• Responsibilities may include processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints.
• Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management.
• Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.

Needs Clarification

• Ask relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.

Operational Compliance

• Ensure all work meets operational, technical and financial results and/ or targets as and when required.
• Deliver on TCF principles in alignment with regulatory requirements.
• Identify instances of non-compliance with the organization's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies.
• Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
• Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education. 

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant 3 year Business related degree / diploma (Advantageous)
• STI Qualification (Advantageous)
• RE compliant (Advantageous)
• FAIS compliant (Advantageous)

General Experience

• 3 or more years’ experience in an insurance and claims environment (Essential)
• 1 or more years' dispute resolution experience (Essential)
• Legal background within an insurance industry (Advantageous)
• Online reputation management experience (Advantageous

go to method of application »

RESPONSIBILITIES

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 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; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Operations Management

• Supervise others working within established operational systems by ensuring quality of the claims captured and quality decisions are being made regarding the outcome of claims.

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.

Data Collection & Analysis

• Collate and analyze claims processing data using pre-set tools, methods and formats. Involves working independently. This may involve identifying trends regarding the customer experience.

Customer Management (Internal)

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

Document Management

• Create and ensure compliance with a company wide document management system.

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.

Correspondence

• Respond to escalated requests using telephonic conversation or emails (internal and external).

 General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Essential); Relevant FAIS Qualification (Essential); Bcom Degree or equivalent (Advantageous)

EXPERIENCE

General Experience

• 3 or more years Financial Services industry experience within a call centre environment (Essential); 2 or more years Claims Experience (Essential); VAPS experience (Advantageous)

Managerial Experience

• 1 or more years experience of supervising and directing people and other resources to achieve specific end results (Essential)

go to method of application »

Operations Management

• Supervise others working within established operational systems.

Customer Management

• Manage relationships with clients and act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

• Ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.

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.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance.
• Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Leadership and Direction

• Explain the local action plan and targets to support team members in their understanding of what needs to be done and how this relates to the broader business plan; motivate people to achieve local business goals and targets.

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.

Insights and Reporting

• Contribute to the preparation of various ad hoc data and analytics reports.

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. Keep up to date with business products and keep abreast of changes in the insurance industry, including competitor products.

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); Degree and/or diploma in business/marketing (Advantageous)

General Experience

• 4 or more years call center sales experience (Essential); Experience in Financial Services Industry (Advantageous)

Managerial Experience

• 1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

go to method of application »

RESPONSIBILITIES

Payroll Administration

• Deliver accurate and timely processing of payroll; check payrolls for accuracy prior to submission; prepare complex manual payments when required; complete financial reconciliations. Responsible for compiling the monthly third party payment schedules. Responsible for printing the net payment listing for monthly EFT’s.

Data Management

• Use data management systems to access specific information as and when required. Maintain employee data accurately and timeously on a daily basis. Responsible for accurate record keeping of payroll data on a monthly basis.

Internal Client Management

• Help manage internal clients/employees by carrying out standard activities and providing support to others. Resolve payroll queries accurately and timeously on a daily basis and ensure accurate turnaround time and customer satisfaction to all employees.

Operational Compliance

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work. Ensure that payroll input complies with company policy and adheres to mandatory procedures to ensure own work is undertaken to the required standards.

Insights and Reporting

• Extract and combine data to generate standard reports and responsible for  compiling the monthly variance threshold reports.

Document Management

• Organize and maintain files containing the correspondence and records.

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.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Payroll related qualification (diploma/certificate) (Essential)
• Relevant diploma or degree in Finance or HR (Advantageous)

General Experience

• 2 or more years Payroll administration experience (Essential)

go to method of application »

Responsibilities

Analytical Modeling

• Create analytical models by translating business requirements to a framework that suits business analysis.
• Build data from company systems into an analytical model that provides trends and patterns relating to any short-term insurance metrics.
• Demonstrate functionality of built BI models to target audience as per business request.

Operational Support

• Provide operational support services and ensure server availability during operational hours. Monitor user-acceptance testing of Data Visualization models. Administration of business intelligence management console, including task schedule and on-going monitoring and maintenance of BI solution.

Business Requirements Identification

• Collect business requirements using a variety of methods to provide suitable solutions based on the business need, developed within the architecture framework.

Data Collection & Analysis

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

Insights and Reporting

Prepare and coordinate the completion of various data and analytics reports by identifying insight from information contained within the general BI models and present these insights to stakeholders in the business.

Stakeholder Engagement

Build relationship's across the business and find out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment. Ensure that business objectives and personal delivery aligns to and meets the service principles.

Improvement / Innovation

• Manage focus and priorities to keep working on the most commercially beneficial tasks for the organisation. Leverage all available information from our partners, The industry, and internally to ensure we are constantly reviewing our departmental processes, systems and protocols with a view to improve efficiencies. Analyse current performance inhibitors and finding solutions to ensure business continuity. Develop Ideas, provide an innovative and ever evolving set of systems and processes.

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. Set own goals and working toward them and keep up to date with trends within business intelligence by participating in forums, webinars and knowledge sharing platforms and reading specialist media.

Performance Management

• Manage user expectations and deliverables within work stream. Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness.

Database Specifications

• Provide information and comments on suitability during approval process for database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved.

Data Management

• Use data management systems to deliver prescribed outcomes with guidance from senior colleagues. This includes being responsible for operating key elements of the system.

Organisational Capability Building

• Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• A relevant 3 year degree /diploma relating to Business Intelligence / Data Warehousing / Database Administration (Advantageous); Maths and Science at Grade 12 Level (Advantageous);
• Qlik certifications (Advantageous)

General Experience

• 3 or more years development experience within a business intelligence environment (Essential);
• Qlik development experience (Advantageous);
• Consulting experience (Advantageous);
• Experience and knowledge of the financial insurance industry (Advantageous)

go to method of application »

RESPONSIBILITIES

Application Software Development

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

Application Software Roadmap

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

Stakeholder Engagement

• Build and effectively maintain relationships with relevant business and IT representatives on an on-going basis. Find out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment.

Portfolio Management

• Plan and deliver small projects or workstreams using an appropriate project management methodology to give assurance that intended outcomes are achieved.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Organisational Capability Building

• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Data Collection & Analysis

• Collate and analyse data using pre-set tools, methods and formats for measures of improvement. Involves working independently.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organisation's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Applications Software Maintenance

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

Information Security

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

GENERAL EDUCATION

• Grade 12 / SAQA Accredited (Essential)
• Recognised IT degree / diploma (Advantageous)

GENERAL EXPERIENCE

• 3 - 6 years adequate System Development experience using the relevant programming, language or technologies (Essential)
• Previous experience in Financial Insurance industry (Advantageous)

MANAGERIAL EXPERIENCE

• 1 - 2 years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)