Career Opportunities at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Use data to extract quantifiable insights from past trends and current conditions that increase TIH profitability and improve efficiency. The primary role is to turn data into knowledge to enable and improve key business processes.

RESPONSIBILITIES

Business Requirements Identification

• Collect business requirements using a variety of methods such as interviews, document analysis, workshops, and workflow analysis to express the requirements in terms of target user roles and goals.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations.

Data Collection & Analysis

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

Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues.

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.

Stakeholder Engagement

• Contribute to stakeholder engagement through identifying stakeholders, finding out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to promote understanding and commitment.

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.

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.

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 and trends.

Product Training

• Help to prepare product training for specific technical areas following precedents and established procedures; run small training programs for specific areas using prepared content and working under the supervision of senior colleagues.

TECHNICAL COMPETENCIES

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Qlik Tech QlikView.; Advanced Office.; Business Intelligence Software.

Data Collection and analysis

• Provide technical guidance when required to analyse data trends for use in reports to help guide decision making. Statistical Analysis.

Business Requirements Analysis

• Provide technical guidance when required to analyze the business requirements that IT solutions must meet.

Review and Reporting

• Provide technical guidance when required to review and create relevant, lucid and effective reports.

Planning and Organizing

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

Data Management

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

Compliance

• Achieve full compliance with applicable rules and regulations in management and/or operations. Information and Data Regulations.

Verbal and Written Communication

• Uses clear and effective verbal and written communications skills and express ideas, request actions and formulate plans or policies.

Presentation skills

• Communicate with other people by speaking in a clear, concise and compelling manner.

Requirements
EXPERIENCE

General Experience

• 3 or more years of proven business analysis or related experience (Essential);
• Experience and knowledge of the financial insurance industry (Advantageous)

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Job Purpose

• The Senior Manager contributes to the organisational strategy by growing business through implementing and managing strategic initiatives to achieve company targets and objectives.

Responsibilities

Leadership and Direction

• Communicate the function's strategy and its relationship to the organisation's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organisation's business goals.
• Implement the formal development framework for a team, with guidance from senior colleagues.
• Provide informal coaching to others throughout the organization in area of expertise.
• Enable the team through required business processes, systems and knowledge.
• Ensure development plans for the team are created, contracted and monitored.
• Ensure alignment of performance management contract to overall business drivers and customer experience expectations. Revise coaching needs and role profiles to customer focused context and expectations.

Stakeholder Engagement (Internal and External)

• Identify and manage stakeholders and client relationships, 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.
• Provide and present reporting to various stakeholders.

Strategic Planning, Functional Strategy Formation & Implementation

• Take responsibility for providing input, developing and delivering the strategic planning approach for a key part of the organisation.
• Create the strategy and client value proposition, and the implementation thereof.
• Develop the strategy for Employee Benefits area, anticipating complex issues, challenges and opportunities.
• Ensure the strategy is successfully implemented and meets medium-term business needs.

Business Planning

• Develop and gain agreement to annual business plans for a function or substantial business area, ensuring alignment with strategy; quantify business outcomes (i.e. revenues or other key performance indicators); detail expense and headcount budgets; and develop business cases for key projects, ensuring cross-functional integration.

Business Development

• Participate in formulating the strategy and identifying, evaluating, and structuring key transactions to ensure continued financial health and maximum value creation through the entire product life cycle.
• Transactions may involve alliances, collaborations, in and out licensing initiatives, and other activities.
• Consulting Operations Management Support the overall organisational strategy in relation to employee benefits relating to financial service products for TIH staff by developing and delivering operational plans and outcomes for a large portion of the business.
• Establish structure and new business targets for team and individual financial advisors.
• Ensures that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets.

Information and Business Advice

• Provide authoritative specialist advice to senior managers at the business unit or regional level to enable the implementation of policy, projects, and change initiatives.

Competencies

• Strategic Mindset: Sees ahead to future possibilities and translates them into breakthrough strategies.
• Business Insight: Applies knowledge of business and the marketplace to advance the organization's goals.
• Financial Acumen: Interprets and applies key financial indicators to make better business decisions.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Ensures Accountability: Holds self and others accountable to meet commitments.
• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders.
• Instils Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity
• Directs Work: Provides direction, delegating, and removing obstacles to get work done.
• Commercial Acumen: Apply comprehensive understanding of the business environment and objectives to develop solutions.

Requirements
General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• RE5 and Full FAIS credits (Essential)
• Degree/ qualification in Business/Financial/Marketing (Advantageous)
   

General Experience

• Minimum 7-10 years' relevant experience in the Insurance industry (Essential)
• Experience in Provident, Retirement funds and Group Risk benefits (Essential)
• Managerial Experience 5 or more years' Senior Management experience (Essential)

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JOB PURPOSE

• Provide specialist advice and perform general legal work in order to avoid, and where not possible, reduce legal risk.

RESPONSIBILITIES

Legal

• Take responsibility for providing specific elements of the organization's legal service with guidance from senior colleagues. Provide legally accurate and clear support services and deliver required outcomes within the organization's established legal systems and protocols.

Information and Business Advice

• Provide legally accurate advice, guidance and solutions, on the interpretation and application of policies and procedures, resolving complex or contentious queries and issues and enabling others to take appropriate actions.

Document Preparation

• Provide legally accurate, clear and timeous drafting and vetting of agreements, legal opinions, policies and other relevant documentation.

Stakeholder Engagement

• Develop and maintain relationships with relevant stakeholders within the TIH Group. Identify and manage stakeholders up to management level, finding out their needs/issues/concerns to provide legal guide and support. Liaise with Industry bodies regarding complaints. Attend project meetings with relevant stakeholders regarding legal concerns.

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.

Personal Capability Building

• Act as subject matter expert in an area of expertise. Maintain external accreditations and in-depth understanding of current and emerging regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

BEHAVIORAL COMPETENCIES

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, ensures that people's decisions comply with policies and standards. Integrates analysis, experience, and other inputs to make effective decisions. Accepts workable decisions and also seeks better alternatives.

Optimizes Work Processes

• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pays close attention to a variety of metrics and benchmarks; determines both major and subtle ways to optimize processes. Swiftly resolves process breakdowns; takes steps to ensure that problems do not recur.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, states position with conviction and persuasive rationale. Negotiates skillfully; wins concessions without the other party feeling harmed or frustrated. Achieves a good balance between defending own position and adapting to others' needs.

Nimble Learning

• Learns through experimentation when tackling new problems, using both successes and failures as learning fodder. For example, swiftly incorporates new concepts and principles into own expertise; skillfully uses these fresh insights to solve problems. Shares learning from own mistakes with others.

Drives Results

• 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.

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.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, recognizes even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Balances Stakeholders

• Anticipates and balances the needs of multiple stakeholders. For example, provides guidance so that others understand the needs of different stakeholders and can balance them appropriately. Makes sure people understand and adhere to ethical standards when working with stakeholders; models and ensures cross-cultural sensitivity.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

SKILLS

Verbal and Written Communication

• Applies comprehensive knowledge to act independently while providing guidance and training to others on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies. Drafting and vetting contracts

Legal Research

• Uses comprehensive knowledge and skills to act independently while guiding and training others on researching and applying legal concepts and information.

Law and Regulations

• Uses comprehensive knowledge and skills to act independently while guiding and training others on how to professionally interpret and apply knowledge of laws and regulations. Knowledge of relevant legislation, Assist business with legal guidance in respect of strategic and operational requirements

Policy and procedures

• Provide technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.

Analytical Processes

• Provide technical guidance on using appropriate skills to highlight and communicate legal risk exposure.

In-Depth Questioning

• Provide technical guidance when required to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution. Seeks to understand the client's situation

Planning and Organizing

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives. Time Management

Action Planning

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

Computer skills

• Supports business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office

Business Requirements Analysis

• Provide technical guidance when required on analyzing the business requirements that solutions must meet.

Negotiation

• Negotiate and provides technical guidance when required on how to help the organization by obtaining consensus between two or more internal or external parties who may have different interests.

Commercial Acumen

• Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.

Requirements
EDUCATION

General Education

• Grade 12 (Essential);
• LLB/BProc (Essential);
• Admitted attorney/Advocate (Essential)

EXPERIENCE

General Experience

• 5 or more years' experience in a Legal Counsel role (Essential);
• Experience in financial services industry (Essential)

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JOB PURPOSE

• To recover damages from the uninsured third parties following losses suffered by the customers and negotiate the reduction of claims costs.

RESPONSIBILITIES : 

Governance : 

• Roles at this level are individual contributors operating as junior specialist with operational or administrative processes, selecting the most appropriate approach (from established options) and reacting to changing priorities / circumstances. Process specialist.

Settlement Negotiation: 

• Negotiate the best possible settlement with uninsured third parties in the shortest amount of time in accordance with the standard operating procedure

Payment Management

• Manage and follow-up on payment arrangements made with third parties in accordance with the standard operating procedure.
• Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures.

Customer Management : 

• Update, inform and notify the customers of the status of the recovery in accordance with standard operating procedure.

Data collection and analysis : 

• Determine and decide on the feasibility of the on-going recovery process, after assessment of various factors, in order to reduce all costs related to the recovery.

Correspondence : 

• Execute telephonic and written demands for payment of outstanding debt from uninsured third parties in accordance with the standard operating procedure.
• Payment method conversions i.e. conversion of cash payers to debit orders

Document Management : 

• Ensure all relevant data obtained during the course of a recovery includingnpayment arrangements negotiated is captured accurately and timeously in order to ensure a successful outcome.

Continuous Development : 

• Ensure up-to-date knowledge of company products, systems and procedures.

Requirements
General Education

• Matric or SAQA accredited equivalent (Essential);
• Paralegal Diploma or Debt collection certificate (Advantageous)

General Experience : 

• 1-2 years' call centre experience within a customer services environment in the Short term insurance industry (Essential)
• 1-2 years' debt collection experience (Essential);
• Credit control experience (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 Focus: 

• Builds strong customer relationships and delivers customer-centric solutions.

Interpersonal Savvy:

• Relates openly and comfortably with diverse groups of people.
• Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

Instil Trust: 

• Gains the confidence and trust of others through honesty, integrity, and authenticity.

Ensures Accountability: 

• Holds self and others accountable to meet commitments.

Persuades: 

• Uses compelling arguments to gain the support and commitment of others.
• Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Being Resilient: 

• Rebounds from setbacks and adversity when facing difficult situations.
• Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Communicates Effectively: 

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Shares information that people want to know; gives appropriate context and details when speaking.

Plans and Aligns: 

• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Makes skillful use of resources and support to deliver efficient, high-quality work.

Manages Conflict:

• Handles conflict situations effectively, with a minimum of noise.

Requirements
General Education: 

• Matric / Grade 12 or SAQA Accredited Equivalent (essential)
• Regulatory Exam 5 (essential)
• General Experience:
• 1 year telephonic sales experience (essential)

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JOB PURPOSE

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

RESPONSIBILITIES

Customer Management (External and Internal))

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Data Collection & Analysis

• Ask questions, gathers relevant information to assist to resolve customer request.

Administration

• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customised responses (internal and external)

Work Scheduling and Operational Compliance

• Organise own work schedule each day in line with changing priorities. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters.

Requirements
EDUCATION

• General Education
• Matric / Grade 12/ SAQA Accredited Equivalent (essential)
• Regulatory exam 5 and FAIS (essential)
• Class of Business

EXPERIENCE

• General Experience
• I year call centre experience in the Short term insurance industry (essential) or 3 years call centre experience in Financial services industry

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JOB PURPOSE

• Support and maintain database systems and identify potential risk to data and integrity not only on database level but also Infrastructure level. The role is responsible for planning, developing, installing, configuring, supporting, and optimising all database related systems. The role is core to executing strategy and will involve working closely with IT functional and technical areas, process owners, business and vendors. The role is operational in nature with elements of operational support, execution and design.

 

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 sales aggregation based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis, and offer the customer solutions. Need a solid knowledge of products, their characteristics and benefits, the market as well as focus on revenue growth of the Hippo brand.

RESPONSIBILITIES

Sales Opportunities Creation

• Identify potential customers by obtaining information, and recommendations from multi-media call to action and affiliate campaigns as well as inbound functionality. Explore cross sell and referral opportunities.

Customer Needs Clarification

• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to assist in decision making 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 brand selection with the best benefits to meet customer needs.

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 brand selection with the best benefits to meet customer needs.

Customer Relationships Development

• Make calls (by telephone or in person) and maintain inbound responsiveness to develop new customer relationships and maintain existing ones.

Customer Relationship Management (CRM) Data

• Schedule follow-up actions 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 KPI's.

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.

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 products, relevant technology, external regulation, and industry best practices through ongoing education.

Internal Client Relationship Management

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

TECHNICAL COMPETENCIES

Sales

• Provide technical guidance when required to maximize the volume and value of sales.

Verbal and written Communication

• Use clear and effective verbal communication skills to express ideas, request actions and formulate plans or policies.

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages.
• Outlook - Basic; IEX- Basic; Dialer; Proficient in MS Office; Aggregation Systems; Hippo Website Navigation

Action Planning and work scheduling

• Develop appropriate plans or perform necessary actions based on recommendations, requirements and achieve performance targets by optimizing work scheduling.

Writing skills

• Use clear and effective writing skills to express ideas, request actions and formulate plans or policies.

Presentation skills

• Communicate with other people by speaking in a clear, concise, and compelling manner.

Requirements
EDUCATION

General Education

• Matric /Grade 12 or SAQA Accredited Equivalent (Essential)
• FAIS recognized qualification (Advantageous)
• Regulatory Exam 5 (Advantageous)

EXPERIENCE

General Experience

• 1 year or more in a contact centre sales environment (Essential)