Vacant Positions at Telesure Investment Holdings (TIH)

Responsibilities 

Administration  

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

Contract Management  

• Ensure thorough knowledge of service level agreements with contractors in order to ensure efficient cost utilisation and service delivery. 

Client & Customer Management (Internal)  

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

Data Collection & Analysis  

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

Competencies: 

Verbal Communication  

• Use clear and effective verbal communications skills and provide technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.   

Policy and procedures  

• Monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.  

Data Management  

• Acquire, organize, protect and process data to fulfill business objectives.  

Numerical Skills  

• Uses an understanding of numerical concepts to perform mathematical operations such as report analysis. 

Computer skills  

• Understanding and effectively using standard office equipment and standard software packages. 

Education and Experience: 

• Matric - SAQA Accredited
• Sound experience and understanding of straightforward procedures or systems (7 to 12 months) within a short-term insurance call center environment. 
• Knowledge of the towing industry

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RESPONSIBILITIES

Customer Service

• Respond professionally to client complaints and queries within agreed timeframes to ensure customer satisfaction and retention in all interactions, striving to achieve first contact resolution.
• Provide a quality service to customers, both via telephone and email.

Customer Needs Clarification

• Determine customer’s core need, in an effort to meet their expectations from a customer and product offering point of view.
• Conducting needs analyses to identify most appropriate product offerings (upselling).
• Accurately identify the origin and reason for policy cancellations and apply effective and relative retention strategies and tools in order to retain customers.

 Administration

•  Effectively complete and keep up to date all required administration and accurately and comprehensively capture data of customer information across relative systems to safeguard against risk with a high degree of attention to detail and quality.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization when required from a supervisor or manager for any exceptions from mandatory procedure.
• Comply with service level agreements and internal procedures in order to ensure cohesive relationships and timeous service delivery.

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 and KPI's.

 Personal Capability Building

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

Requirements

EDUCATION

• General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognized qualification (Advantageous); Class of Business Certification (Advantageous), CPD (where relevant)

EXPERIENCE

• General Experience At least 2 years experience in a Service /Collections / Retentions environment. Advantageous: Complaint handling.

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RESPONSIBILITIES

Operations Management

• Supervise others working within established operational systems. Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/or achieve the required operational results.
• Ensure that team members execute work activities on time in accordance with the required operational and quality standards.
• Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up to date and current information.

Operational Compliance

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

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.
• Support team members by sharing knowledge, information and problem-solving recommendation to achieve the required operational results

Insights and Reporting

• Contribute to the preparation of various data and analytics reports.
• Collect and submit reports specific to team data as part of the Management Control System.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements.
• Identify, assign, and follow‐up on work activities of team members in accordance with operating procedures to contribute the management control system.

Performance Management

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

Customer Relationship Management (CRM) Data

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

Customer Management

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

Customer Service

• Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times.
• Deal with most complex and valuable issues.

Requirements

EDUCATION:

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

EXPERIENCE:

• 3 to 4 years experience in a recoveries and third party liabilities environment (Essential); 2 years experience in claims and policy/customer services environment (Advantageous)
• Managerial Experience
• 3 or more years experience managing/ supervising others (Essential);

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RESPONSIBILITIES

Technical Database Support

• Assist in designing distribution of database resources and provide physical modeling and design services to tune database applications for optimum performance.
• Maintain software and hardware requirements to ensure efficient operation of the database environment.
• Ensure database environment is operating at optimal efficiency.
• Ensure business continuity through the use of disaster recovery and high availability solutions.
• Ensure maintenance tasks and / jobs are created and run successfully.
• To identify SQL Infrastructure bottlenecks (Server/Storage/Application) constraints and provide possible solutions.

Infrastructure support

• Contribute to Infrastructure with the relevant configurations – Active/Active versus Active/Passive.
• Strive for 100% availability of the SQL Infrastructure and database access.
• Assist in maintaining a full overview of the SQL landscape and based on the IT strategy, identify constraints and risks which needs to be addressed.

Database Specifications

• Contribute to approval process for database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved.
• Enforce standards and best practices for database systems environment.

Solutions Analysis

• Interpret data and identify possible answers.
• Solutions could be technical or professional in nature.
• Work with internal GIT departments to scrutinise and provide guidance for required solutions.
• Understand 3rd party solutions which makes use of SQL databases.
• Interact with service providers to understand new possible technologies which can replace current solutions where deem fit.

Data Management

• Manage key aspects of the data management system.
• This includes being responsible for developing or operating key elements of the system.

Databases Installation

• Install and test complex databases and associated products to ensure they are suitable for use and meet customer requirements.

Information Security

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

Documentation and Back up

• Draft and maintain basic technical and/or user documentation to a high standard and create backup files to ensure instant recovery if problems occur.

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.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports. Report (weekly) on database server health to management.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• Should you not hear from our team in 30 days, kindly consider your application unsuccessful.
• Unlock your greatness & be unstoppable

Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Relevant industry qualifications: MCSE or MCSD with a strong focus on SQL and Azure data management (Essential)
• Relevant degree in IT (Advantageous)

GENERAL EXPERIENCE

• 3 - 5 years’ experience in Multiplatform environments with a focus on SQL 2008 - 2019 (Essential)
• A demonstrated proficiency of tuning and administration of large Microsoft SQL databases (Essential)
• Demonstrated ability working with multiple database platforms (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

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or either as a first point of contact.

Customer Needs Clarification

• Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

• Identify the products or services that best meet the customer's needs, 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 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

Customer Relationship Management (CRM) Data

• Schedule callback 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 organization 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 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.

Requirements

EDUCATION

• Matric / Grade 12 or SAQA Accredited Equivalent (essential)
• Regulatory Exam 5 (advantageous) and Fais Credits

EXPERIENCE

• 1 year telephonic sales experience (essential)

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RESPONSIBILITIES

Design and Conceptualization

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

Customer Experience Mapping

• Lead implementation and performance of 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 & 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

• Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.

Improvement / Innovation

• Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.

Customer Experiences Implementation

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

Personal Capability Building

• Act as subject matter expert in an area of expertise.
• 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.
• Should you not hear from our team in 30 days, kindly consider your application unsuccessful.
• Unlock your greatness & be unstoppable

Requirements

GENERAL EDUCATION

• Grade 12/ Matric Certificate (Essential)
• A relevant design related qualification (degree / diploma /certificate) (Essential)

GENERAL EXPERIENCE:

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

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RESPONSIBILITIES

Application Software Development

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

Design and Conceptualisation

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

Product/Service Development

• Evaluate the feasibility/relevance of proposed solutions, working in crossfunctional or agile teams to develop and deliver significant aspects of the development program.

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.

Data-driven Product and Service Improvement

• Research data from digital product/service performance, customer behavior, and market trends to identify opportunities for product/service improvement.

Customer Needs/Experience Research

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

Testing IT Performance

• Design and perform website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.

Faults Diagnosis and Correction

• Provide fault isolation and resolution for complex challenges to limit and address issues promptly.
• Unlock your greatness & be unstoppable

Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Bachelor’s Degree (Essential)

GENERAL EXPERIENCE

• 5 or more years' experience working with Rancher 2.5+, Kubernetes, Linux, .NET Development, Angular, React, Node (Essential)
• Experience and understanding of Agile, Scrum and Kanban (Essential)
• Azure DevOps experience (Advantageous)

MANAGERIAL EXPERIENCE

• 2-3 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 

• Responsible for accurately assessing the damage/loss incurred by customers to determine the appropriate cost and safe repair methods.

Requirements

EDUCATION

• General Education Grade 12 / SAQA Accredited Equivalent (Essential) 
• VDQ (Vehicle Damage Quantifier) Qualification (Essential) 
• Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

 EXPERIENCE 

• General Experience 2 - 4 years’ work experience in the following (Advantageous): Workshop / Motor Industry experience Front line / client relationship experience in a panel beating environment 
• Practical panel beating, spray painting, mechanical and electrical experience 
• Assessing experience at a short term insurer or Estimating in a panel beating environment.

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Description

Customer Needs Clarification

• Set clear objectives for each sales call; tailor standard materials to make presentations to decision makers; and 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.
• Understand the customers’ unique profile, identify a relevant course of action based on customer needs and undertake an appropriate course of action to ensure customer satisfaction, delivered through financial needs analysis.

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.
• Options include sale of investment products such as lump sum/recurring. Understand and deliver the required individual targets such as, achieving talk time targets, sales targets and other targets.

Performance Management

• Priorities own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.
• Achieve talk time targets, effectiveness targets and sales targets.

Customer Relationships Development

• Make calls to allocated customers to develop new relationships. Act as a first point of contact for customer.
• Manage contacts, connect with the client, develop rapport and form relationships to ensure positive customer experiences at all times.

Sales Opportunities Creation

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

Operational Compliance

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

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 products, relevant technology, external regulation, and industry best practices through ongoing education.
• Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions.
• Shows great tenacity to complete goals/initiatives in a timely way.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Instills Trust

• Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner.
• Maintains high ethical standards and professional codes of conduct.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures.
• Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs.
• Frequently adjusts approach to ensure customer needs are met and to improve service.

Requirements

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential);
• RE5 (Essential)
• 120 FAIS Credits (NQF5) in Wealth management (Essential)
• Class of Business (COB) (Essential)
• 120 FAIS (NQF6) in Wealth management/ CFP/ equivalent (Advantageous)
• A relevant Finance related degree / diploma (Advantageous)