Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
Telesure Investment Holdings (Pty) Ltd (TIH) is the holding company of some of South Africas leading and innovative financial institutions. These financial institutions are licensed to provide financial products and/or services ranging from short-term, long-term and health insurance as well as a comparison and investment platforms. Our origins go back to ...
Read more about this company
Specification
- 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.
Requirements
- 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
- 3 or more years call centre 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).
Closing Date: 25th, March 2022
go to method of application »
Specification
- Deliver and support sound quality of claims decision making, prevent fraud and manage expenditure through the validation of claims by using expert abilities in various fields of investigation.
Needs Assessment
- Explore issues or needs, establishing potential causes and barriers as well as related issues.
- Validate claims by investigating, applying expertise, utilizing resources (e.g. police, supplier etc.) and interviewing customers as well as other parties. Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
Data Collection & Analysis
- Ask questions, collect data from a variety of sources, analyse information and investigate claim. Ensure effective costing of claimed items through ensuring professional, thorough investigation of claims.
- Make decisions according to established criteria to ensure standardization across the organisation by accurately administrating and underwriting claims.
- Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.
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.
- Uphold agreed service level agreements (set turnaround times) and ensuring customer satisfaction and retention.
Stakeholder Engagement
- Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.
Work Scheduling and Operational Compliance
- Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services.
- Ensure claims are finalized within the set parameters (turnaround time, terms and conditions applied accurately).
Administration
- Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
- Ensure accurate administration and underwriting of claims.
- Maintain an acceptable claims expenditure ratio by finalizing and adjusting claims accurately.
Compliance
- Identify shortcomings in compliance processes, systems and procedures, and develop ad hoc solutions to problems within an assigned unit or discipline.
Up-Sell Customer Propositions
- Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional cover.
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.
- Remain up to date with current and new quality standards and product knowledge to enable effective decision making.
Requirements
- General Education
- Grade 12/ SAQA Accredited Equivalent (Essential);
- Regulatory Examination (Essential); Science (Mechanical / Physical),
- Mathematics and African Language (Advantageous); Forensic Investigation
- Diploma / Insurance Institute qualification (Advantageous)
General Experience
- 5 or more years work experience in any investigative work OR 2 or more years work experience within one or more of the following fields: insurance / police / forensic / audit / legal (Essential)
- Non-motor claims experience preferable
Closing Date: 31st, March 2022
go to method of application »
Specification
SLA
- To ensure a timely and effective response and resolution to user queries and problems in line with service level agreement and ITIL principles.
- To perform technical installations and configurations when necessary.
- To provide administration service on user accounts, network storage and exchange services when requested.
- To provide technical support on IT and business related projects as and when required.
- Personal Development Plan Implementation (Own).
- Accountability for development.
- Training intervention attendance.
- Application of training, initiatives and process changes.
- Taking career development and performance management seriously (look for ways to improve competence/results).
- Setting of own goals and working towards them. Continuous and constant improvement.
- To ensure up-to-date knowledge of changes to Telesure systems, processes and procedures
Requirements
Essential:
- 2 years Desktop Support experience within a medium to large corporate
Desirable:
- Experience in support of apple products within a medium to large corporate
Knowledge Of:
- ITIL Principles
- IT security policies and procedures
- Customer service process and procedures
- Business processes
- IT operations
Skills:
- Customer focus
- Communication
- Problem Management
- Incident Management
- Technology Savvy
- Vendor Engagement
- Conflict Resolution
- Interpersonal Skills
Qualifications and Education Requirements:
- Grade 12 (Standard 10)
- MCSE / MCSA
Closing Date: 31st, March 2022
go to method of application »
Introduction
Ensure the Company’s network infrastructure and associated systems run smoothly, perform within agreed targets, and provide a secure platform for the Company’s business operations.
Specification
- Infrastructure and Network Development and Maintenance
- Direct and oversee infrastructure developments and maintenance to ensure business requirements can be met. Contribute to the Identification the best practice methodologies and frameworks that will deliver efficient IT Operational Functions including but not limited to: Incident Management, Request Fulfilment, Problem Management, Knowledge Management and Continual Service Improvement.
Analysis of "As Is" and "To Be"
- Support and contribute to the documentation of "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required.
Leadership and Direction
- Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
Operational Compliance
- Maintain and renew a deep knowledge and understanding of the organization'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 organization'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. Ensure that security testing and issues are reported and escalated where needed.
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.
Stakeholder Engagement
- Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Serve as direct contact and custodian of the business, building and supporting relationships with internal stakeholders to ensure effective alignment and implementation of strategic initiatives and/or processes and procedures. Responsible for the management of external vendors by effectively managing relationships, contracts & SLA’s in order to deliver and improve the overall service delivery within the organization.
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. Responsible for the on-going management and implementation of the change management process and driving continues improvements to the overall standard operating procedures within the environment.
Data Collection & Analysis
- Conduct research using primary data sources and select information needed for the analysis of key themes and trends. Provide critical analysis and management of the IT spend, assets and the IT value which has been delivered to the organization.
Requirements
- General Education
- Grade 12/ SAQA Accredited Equivalent (Essential);
- A relevant 3 year IT related degree / diploma (Advantageous)
General Experience
- 6 or more years' IT infrastructure management of environments across technology disciplines: Network, Storage, Voice (Essential)
Managerial Experience
- 5 or more years’ experience in IT management role; (Essential)
Closing Date: 31st, March 2022
go to method of application »
Introduction
- Develop, create, and modify general computer applications software or specialized utility programs. Analyze user needs and develop software solutions.
- Design software or customize software for client use with the aim of optimizing operational efficiency. May analyze and design databases within an application area, working individually or coordinating database development as part of a team. May supervise computer programmers.
Specification
- Application Software Development
- Develop the most complex existing and new applications by analyzing 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 organization'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.
Organizational Capability Building
- Provide coaching to team members to develop their skills.
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.
Application Software Roadmap
- Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritized 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.
Requirements
- General Education
- A recognized software development certification/degree/diploma (Essential)
General Experience
- 4 or more years experience using relevant programming languages or technologies (Essential)
- NET C# (MVC, WebAPI)*
- Angular or AngularJS*
- Previous experience in a financial services environment (Advantageous)
Closing Date: 31st, March 2022
go to method of application »
Specification
- Conduct Outbound/Inbound/Funeral policy sales.
- Initiate the customer relationship and meet various KPIs.
- Connect with the customer, conduct needs analysis and propose customer solutions.
- Consultant requires a solid knowledge of products and market, their characteristics include a focus on growth of the brand.
Customer Relationships Development
- Make calls by telephone to customers to offer new products to existing client base.
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.
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
- Desired Experience & Qualification
- General Education
- Matric / Grade 12 or SAQA Accredited Equivalent (Essential) Regulatory Exam 5 (Advantageous); Wealth Management Qualification (Advantageous)
Closing Date: 3rd, May 2022
go to method of application »
Specification
Operations Management
- Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.
- 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 or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
Customer Management (External)
- Help manage clients by carrying out standard activities and providing support to others. Manage customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response.
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.
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.
- 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 in own area of expertise to enable others to improve performance and fulfill personal potential.
- 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.
Insights and Reporting
- Extract and combine data to generate standard reports. Identify gaps and suggest improvements to achieve targets and goals.
- Work Scheduling and Allocation
- Develop short- or medium-term work schedules in order to achieve planned commitments. Approve overtime or use additional resources as needed.
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. Gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Requirements
- 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); CPD hours (Essential); Class of Business Certificate (Advantageous); Degree and/or diploma in business/marketing(Advantageous)
General Experience
- 5 or more years retentions/sales experience (Essential); Experience in Financial Services Industry
Closing Date: 30th, March 2022
go to method of application »
Specification
- Create & Optimize website frontend’s using the latest available technologies.
- Monitor & Optimize page load speed / size.
- Create standards and best practices for the client facing web interface.
- Ensure website is operating at optimal efficiency.
- Optimize website for the best User Experience.
- Ensure adherence to security and regulatory requirements
- To analyse and clarify pre-defined software requirements and / or technical designs to ensure comprehensive understanding of business need.
- To provide suitable solutions based on the business need, developed within the architecture framework.
- Accountability for development.
- Training intervention attendance.
- Application of training, initiatives and process changes.
- Taking career development and performance management seriously (look for ways to improve competence / results.
- Setting of own goals and working towards them. Continuous and constant improvement.
- Ensue that business objectives and personal delivery aligns to and meets the TSW .
- Effectively build and maintain mutually beneficial business relationships.
- Proactively analysis of business conducted monthly - considering feedback received, trends analysed and action plan put in place to test minor, improve, innovate systems, processes and communication. Plan maintained and managed with feedback loops & results recorded.
- Finding new ways of generating efficiencies and effectiveness across business / department.
Requirements
Essential:
- Grade 12/ SAQA Accredited Equivalent (Essential)
- Relevant tertiary qualification
Desirable:
- BTech, BEng or BSc in computer Science
Experience:
Essential:
- At least 3 years Front-End Mobile development experience using modern web technologies:
Skills:
- Xamarin
- Android
- iOS
- Flutter
Knowledge:
- Google Analytics, SEO, UX/UI Principles, Load Speed Optimisation, Mobile Best Practices
Desirable:
- Experience in the Financial Services Industry
Closing Date: 31st, March 2022
go to method of application »
Specification
Technical 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 technical and architectural standards decided upon and provide technical leadership. Provide guidance to ensure the team delivers appropriate customer service levels at all times.
Organizational Capability Building
- Provide coaching to team members to develop their skills. Assist in identifying training needs as well as skills improvement plans needed to improve and develop the team's skills.
Data Collection and Analysis
- Use data from a wide range of sources to analyze key themes and identify possible impacts on the business.
Applications Software Review
- Review, identify, and correct the most complex software defects to maintain fully functioning applications software.
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.
Quality
- Play an important part in the development of quality procedures and standards by certifying technological processes, qualifying products and supervising tests. Responsible for high quality software, governance and development standards and practices throughout the software development life cycle.
Application Software Development
- Design, review and when required, guide development of the most complex existing and new applications by analyzing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.
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.
Testing IT Performance
- Implement monitoring and ensure quality of website/applications software tests. Monitor, diagnose, and correct performance issues.
- Responsibilities may include dealing with complex queries and investigating and resolving system/application problems.
Personal Capability Building
- Act as subject matter expert in several areas of technology. 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.
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.
Application Software Roadmap
- Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.
Customer and Peer Service
- Provide a quality service to peers and customers while identifying opportunities to provide technical solutions and guidance.
Requirements
- General Education
- Grade 12/ SAQA Accredited Equivalent (Essential);
- A recognized software development certification/degree/diploma (Essential);
- Microsoft Certifications (Advantageous)
General Experience
- 7 or more years' experience using relevant programming languages or technologies (Essential);
- DevOps experience (Essential);
- Experience working with Agile principles and methodologies (Essential);
- Experience with software architecture patterns and practices (Essential);
- Microservice architecture experience (Essential);
- Cloud Platform experience (Advantageous);
- Networking and Infrastructure design experience and knowledge (Advantageous);
- Containerization experience (Advantageous);
- Experience in a Financial Services industry (Advantageous);
- Experience in enterprise application development (Advantageous)
Managerial Experience
- Experience of guiding and directing people and other resources to achieve specific end results within limited timeframes (Essential)
Closing Date: 31st, March 2022
go to method of application »
Specification
Data Collection and Analysis
- Monitor, collate and analyze action trackers using pre-set tools, methods and formats. Involves working independently.
Organizational Risk Management
- Gather, monitor and analyze risk data and recommend further investigation. Involves using established risk management models, systems and protocols and working under direction.
Solutions Analysis
- Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents.
Audit
- Work within established audit control systems to deliver specified outcomes or provide general support. Coordinate audit meetings and interactions
Applications Software Maintenance
- Manage and maintain audit software to ensure fully functioning applications software.
Recommendations
- Advise managers how to apply a wide variety of existing procedures and precedents.
Insights and Reporting
- Prepare and coordinate the completion of various data and analytics reports.
Data Management
- Use data management systems to access specific information as and when required.
Client & Customer Management (Internal)
- Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.
Needs Assessment
- Investigate questions relating to existing programs, processes and procedures.
Policy Development & Implementation
- Work within established procedures to achieve specified goals.
Document Preparation
- Prepare moderately complex documents using a variety of computer applications such as Microsoft Office. Also responsible for gathering and summarizing data for reports.
Internal Communications
- Use the internal communications system to access specific information.
Requirements
- General Education
- Diploma in Audit or Risk Management (Essential); B.Com (Advantageous)
General Experience
- More than 2 years experience with a similar role and able to work unsupervised
Closing Date: 24th, March 2022
go to method of application »
Specification
Broker Customer Service
- Provide a quality service to Brokers, while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with queries and investigating and resolving customer problems.
- Ensure continuous enforcement of new and existing marketing strategies through Brokers/External Partner relationships.
- Ensure Brokers/External Partners are continuously up to date with regards to training, products and processes in order to drive sales and ensure adherence to business and statutory requirements.
- Ensure the 1Life distribution operating model delivers contracted services to new and existing Brokers/External Partners.
- Enhance Broker/External Partner relationships through continuous motivational sales support and recognition.
Customer Relationships Development
- Make or receive calls (by telephone) to allocated Brokers to generate additional leads and maintain existing ones. Act as a first point of contact for resolving broker queries and complaints.
- Effectively build, maintain and manage new and existing Broker/External Partner relationships, departmental relationships as well as relationships within the TIH Group.
- Proactively source new Brokers/External Partners, on-board, grow 1Life’s share of wallet within panel of Brokers/External Partners, provide ongoing support and servicing to Brokers/External Partners paneled.
- Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required
Data Collection & Analysis
- Collate and analyze data using POL360 system to identify trends, opportunities and risks. Involves working independently.
- Monitor relevant information available in the POL360 system after each contact with a customer to ensure that the organization maintains turn around time
- (TAT).
- Facilitate the effective resolution of any Broker/External Partner queries or complaints as and when required.
Insights and Reporting
- Generate daily, weekly and monthly reports on broker contacts, as well as broker panel performance. Provide daily performance reports on incoming contacts and sales.
Performance Management
- Respond to personal objectives and use performance management systems to improve personal performance.
- Monitor the performance (panel penetration, ensuring not more than 40% of lapse ratios and NTU ratios) of the Brokers/External Partners.
- Ensure quarterly targets are met and provide guidance to Brokers/External
- Partners to ensure sales targets are met.
Work Scheduling
- Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
- Leverage all available information from Brokers/External Partners, the industry and internally to ensure constant review departmental processes, systems and protocols to improve efficiencies.
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.
- Ensure up-to-date financial services industry and market knowledge, as well as internal products and processes are continuously maintained.
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.
- Manage & mitigate risks i.e. reputational, quality of business, commission, legislation and fraud, by ensuring sound business practice, procedures and controls are implemented and adhered to within panel of Brokers/External Partners.
Requirements
- General Education
- Grade 12/ SAQA Accredited Equivalent (Essential)
- Wealth Management Qualification/Higher Certificate in Financial Planning - NQF6 (Advantageous)
- FAIS accreditation (Advantageous)
- Degree / diploma in Business Management/ Marketing (Advantageous)
- Post Graduate Qualification - CFP (Advantageous)
General Experience
- 2 – 5 years experience in intermediated sales as a BC in the long-term insurance industry (Essential);
Closing Date: 27th, March 2022
go to method of application »
Specification
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 analyze 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
- Build effective working relationships within the internal client organization, 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.
Requirements
- General Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential);
- A relevant design related qualification (degree / diploma / certificate) (Essential)
General Experience
- 3 or more years UX/UI design experience (Essential);
- Experience in the Financial Services industry (Advantageous)
Closing Date: 31st, March 2022
go to method of application »
Specification
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.
Customer Needs & Analysis
- Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request
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 customized responses(internal and external).
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.
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.
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.
Work Scheduling and Operational Compliance
- Work according to an assigned schedule. 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.
Requirements
- General Education
- Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory exam 5 (Advantageous);;Class of Business (Advantageous) Customer Service certificate/or related qualification (Advantageous)
General Experience
- 2 or more years customer service experience (Essential); 1 year call centre experience in Financial services industry (Advantageous)
Closing Date: 23rd, March 2022
go to method of application »
Specification
Build, maintain and enhance relationships with new and existing external partners and leverage partner relationships to deliver end-end business results and ensure optimal business development within the 1Life environment.
Requirements
Relationships Management
- Develop and oversee customer relationship strategy for their Broker Panel, including identification of key customer networks, alliances, and strategies to build customer intimacy and loyalty. ensure continuous enforcement of new and existing marketing strategies through external partners.
- Effectively build, maintain and manage new and existing partner relationships as well as relationships within the department and the TIH Group.
- Develop a personal network within the sales territory and represent the organization at trade shows and other events to identify sales opportunities, promote the organization, and enhance its reputation.
- Set own goals in conjunction with Business Partners and Manager/s and work towards them.
- Maintain focus on continuous and constant improvement.
- Enhance external relationships through continuous motivational sales support and recognition.
Third Party Sales
- Deliver third party sales of a range of products and services to significant customers.
- Achieve targets of third party sales, book growth, and profitability on the portfolio across all relevant product lines.
Business Development
- Monitor and assess sales and market data for a specific geographic region and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed.
Compliance
- Identify, within Partners, patterns of non-compliance with the organization'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.
- Ensure External Partners are continuously up to date regarding training, products and processes in order to drive sales and ensure adherence to business and statutory requirements.
- Identify potential risks to the business and escalate these accordingly.
Solutions Analysis
- Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.
- Analyse current performance inhibitors and find solutions to ensure business continuity.
Partner 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.
- Facilitate effective resolution of any external partner queries or complaints as and when required.
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.
- Ensure up-to-date industry and market knowledge, as well as internal products, processes.
Closing Date: 30th, March 2022
go to method of application »
Specification
Leadership and Direction
- Collaborate, create and communicate the tactical plan and actions needed to execute the function's strategy and business plan within the team. Ensure there is buy-in from the team and explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
Customer Service
- Manage a medium-sized retention's function, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards. Manage within the team, the effective and efficient customer queries and complaints. Review the customer retention's process and metrics. Ensure customer are treated according to the TCF principles; between managers, reps and customers.
Operations Management
- Oversee an operational area and manage a retentions function in line with targets, company goals, objectives, policies and procedures. Improve customer retention. Responsible for aspects of staff resourcing, succession planning, management and development, ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Ensure they operate at optimal gearing requirements.
Performance Management
- Manage, drive and report on performance within the department or area of responsibility. Set appropriate KPI's that are aligned to business objectives for direct reports and hold them accountable for achieving these. Take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
Organizational Capability Building
- Evaluate the capabilities of staff within the department to identify gaps and prioritize development activities. Implement the organization's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the organization's talent pool.
Stakeholder Engagement
- Identify and manage stakeholders up to management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.
Insights and Reporting
- Prepare and coordinate the completion of various day to day reporting and monthly reporting. Identifying and interpreting patterns and trends, and translating those insights into actionable recommendations and by implementing solutions.
Improvement / Innovation
- Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organization's change management program. Involves working with guidance from senior colleagues.
Operational Compliance
- Monitor and review performance and behaviors within area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct. Ensure compliance with all necessary fit and proper requirements.
Personal Capability Building
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Customer Relationship Management (CRM) Data
- Ensure that team lead and direct reports maintain up-to-date customer relationship management data, identifying and resolving issues to ensure that the organization has quality data to enable effective customer retention and business development activities.
Budgeting & Costing
- Track budgets and implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.
Work Scheduling and Allocation
- Develop short- or medium-term work schedules in order to achieve planned commitments. Approve or liaise with different areas in the business to acquire and use different resources as needed. Ensure adequate work allocation to the correct resource skill in order to achieve client satisfaction.
Requirements
- General Education
- Relevant 3 year degree or diploma in relevant field (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)
General Experience
- 6 - 8 years sales and/or retentions experience within a call centre environment (Essential); Experience in Financial Services Industry (Advantageous); Experience with Avaya related system (Advantageous)
Managerial Experience
- 4 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential).
Closing Date: 23rd, March 2022
go to method of application »
Specification
Operations Management
- Oversee an operational area with guidance from senior colleagues and manage a retentions team in line with targets, company goals, objectives, policies and procedures. Maximize customer retention. Responsible for aspects of staff resourcing, succession planning, management and development, ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Ensure they operate at optimal gearing requirements.
Customer Service
- Act as first-line supervisor of a team providing customer service 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. Uphold customer effort scores.
Performance Management
- 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. Respond to personal objectives and use performance management systems to improve personal performance.
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. Ensure compliance with all necessary fit and proper requirements.
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.
Client & Customer Management
- Help senior colleagues manage client and customer relationships by using relevant sales or client systems. Build, maintain and manage effective relationships with all internal and external stakeholders.
Insights and Reporting
- Prepare and coordinate the completion of various data and analytics reports. Ensure accurate Management Information including analysis on trends by implementing solutions. Provide day to day reporting and monthly reporting.
Organizational Capability Building
- Plan and implement actions to build the team's capabilities. Provide training, coaching, guidance and counselling to others in own area to enable them to improve performance and fulfill personal potential.
Work Scheduling and Allocation
- Monitor teams monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
Requirements
- General Education
- Grade 12/ SAQA Accredited Equivalent (Essential); Regulatory Examination(Essential); FAIS recognized qualification (Essential); Class of Business Certification (Essential); Continuous Professional Development (Essential); STI qualification (Essential)
General Experience
- 2 or more years customer service and/or sales and/or retentions experience within a call centre environment (Essential); Experience in a Short Term Insurance environment (Advantageous)
Managerial Experience
- 1 year experience of general supervision of more junior colleagues (Advantageous)
Closing Date: 23rd, March 2022
Method of Application
Use the link(s) below to apply on company website.
Build your CV for free. Download in different templates.
Gmail
Yahoomail