Current Jobs at Telesure Investment Holdings (TIH)

JOB PURPOSE

The Junior Product and Proposition Manager plays a pivotal role in our short-term insurance company by contributing to the development, management, and promotion of insurance products and propositions. This position involves a combination of analytical, strategic, and marketing responsibilities, ensuring thatour products meet the evolving needs of our customers while maintaining acompetitive edge in the market.

RESPONSIBILITIES

• Customer Needs/Experience Research
• Design Customer Propositions
• Product and Solution Development
• Product Management
• Business Requirements Documentation
• Financial Analysis
• Risk and Issue Management
• Operational Compliance
• Testing and Prototyping
• Stakeholder Engagement

Requirements

EDUCATION

• Bachelor's degree in business, marketing, or related field (Essential)

EXPERIENCE

• 3-5 years' of experience in proposition development, product development product management, or related roles within the insurance industry (Essential)

go to method of application »

JOB PURPOSE

Providing effective customer service with the purpose of retaining customers and building strong customer relationships. Focus on understanding customer needs and providing a fit for purpose solution whilst meeting various KPI's. Focus on growth of brand and process alternative solutions to meet customer needs.

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.

go to method of application »

JOB PURPOSE

Develop relationships with customers to enable growth within business insurance channel. Meet the metrics that has been set out by business and execute on KPI's within the BI sales unit.

RESPONSIBILITIES 

Business Development

• Monitor and assess sales and market data for a specific geographic region that will assist management in identifying areas in the market where business can be developed.
• Customer Relationship Development / Prospecting
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• 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 stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Negotiate agreement with the customer and internally with commercial colleagues to ensure that customer requirements are met.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

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.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation 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 relevant technology, external regulation, and industry best practices through ongoing education, 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, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing

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.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
• 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.

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.

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.
• Manages Complexity
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses
• systematic problem-solving methods. well.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us
• versus them" thinking; shows appreciation for others' ideas and input.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

SKILLS

Verbal and Written Communication

• Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Commercial Acumen

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

Sales Planning and Coordination

• Achieve the best possible returns by planning and coordinating effective sales campaigns and related initiatives.

Presentation skills

• Communicate with other people and provide technical guidance when required to speak in a clear, concise and compelling manner.

Action Planning

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

Negotiation

• Negotiates under guidance to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.

Compliance

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

Requirements

EDUCATION 

• General Education
• Grade 12/SAQA Accredited (Essential); RE compliant (Advantageous); 150 FAIS
• Commercial Credits (Advantageous); Relevant 3 year degree or diploma in relevant field (Advantageous)

EXPERIENCE

General Experience

• 1 - 3 years commercial experience (Essential); Experience in Financial Services Industry (Advantageous

go to method of application »

JOB PURPOSE

Build and develop the Brand's social communities through participating in discussions, listening to the current ones, and finding new ways to engage the digital community in order to create advocates for the Brand.

RESPONSIBILITIES

• Social Campaign Development
• Content Plan Execution
• Content Creation
• Relationship Management (Internal & External)
• Data Collection & Analysis
• Insights and Reporting
• Stakeholder Engagement
• Customer and Market Analysis

Requirements

EDUCATION

• Relevant Marketing/Communication/Advertising Degree (Essential)
• Knowledge of all social media channels (Essential)

EXPERIENCE

General Experience

• 5 or more years’ experience in social and community management (Essential)
• 5 or more years' experience managing various social platforms (Essential)
• Experience launching community initiatives such as building an online forum, launching an ambassador program, creating an event series and writing an email newsletter (Advantageous)

go to method of application »

Job Purpose

The Talent Acquisition Advisor is responsible for consulting with People Partners colleagues and business leaders to understand workforce needs and develop talent acquisition strategies to source, attract and hire best-in-class talent. It is critical that the recruiter meet expected service levels and key performance metrics to drive superior customer service by filling open roles within expected timelines.

Responsibilities

Recruitment Management

• Analyze the requirements of a job, attract candidates by using sources such as databases and social media, and screen and select applicants. Source, attract, interview, and filter candidates for open positions at lower and middle levels.

Internal Client Relationship Management

• Build effective working relationships within the internal client organization, delivering high-quality professional services with guidance from senior colleagues.
• Employee Onboarding and Offboarding
• Initiate and monitor the administration of onboarding and/or offboarding processes to ensure that all processes are completed accurately, efficiently, and on time.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

HR Data Management

• Verify the accuracy and completeness of HR data provided and enter into HR information systems, following defined procedures.

Future Talent Recruitment

• Contribute to the creation of future talent recruitment campaigns; review and analyze external research on values and aspirations of graduates/school leavers; research and analyze recruitment channels (including career fairs) for graduates/school leavers; draft communications and events content.

Recruitment Campaigns

• Contribute to the creation of recruitment campaigns; analyze candidate target group demographics and known preferences; propose channel and media selections and messaging content; draft communications and events content.

Policy Development & Implementation

• Support others by carrying out simple policy-related tasks and following established procedures.

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.

Requirements

• Grade 12/ SAQA Accredited Equivalent
• Degree/ Diploma in Human Resource Management or similar (Advantageous)

EXPERIENCE

• Experienced practitioner able to work unsupervised (13 months to 3 years)

go to method of application »

JOB PURPOSE

Support managers in specific brands to manage their 0-6 rating received from surveys sent to customers. Responsible to analyze customer feedback, look for trends, report back to business with ideas to drive down 0-6 rating scores and investigate the customer journey to identify gaps in processes. Required to take ownership of the Genex platform, ensure business contacts customers and try and fix the relationship between customer and brand.

RESPONSIBILITIES

Customer Needs/Data Exploration

• Work independently to collate and analyze 0-6 customer ratings using Genex and to identify trends and failure hotspots in order to drive change in business.

Change Agent

• Provide adhoc support to teams to facilitate customer experience enhancements, identified through data analysis. Log and track changes and closing the loop on the customer initiatives and their impact on scores.

Client & Customer Management (External)

• Provide team leads with failure hotspots to improve behavior, processes and systems that impact on customer relationships.

Data Management

• Help others get the most out of data management systems by providing support and advice.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. OR Monitor the performance of the team leads;allocate work and review quality upon completion.

Stakeholder Engagement

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

Continuous Improvement

• Contribute to reviewing existing operations and work with managers and team leads to generate new ideas to assist in identifying continuous improvements.

Requirements

• Grade 12/ SAQA Accredited Equivalent (Essential)

EXPERIENCE

• 2 - 5 years of proven business analysis or related experience (Essential)
• Knowledge of the short term insurance industry (Advantageous)
• Knowledge of more than 1 business functional area (Advantageous)

go to method of application »

JOB PURPOSE

Develop relationships with customers to enable growth within business insurance channel. Meet the metrics that has been set out by business and execute on KPI's within the BI sales unit.

RESPONSIBILITIES

Business Development

• Monitor and assess sales and market data for a specific geographic region that will assist management in identifying areas in the market where business can be developed.

Customer Relationship Development / Prospecting

• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.

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 stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Negotiate agreement with the customer and internally with commercial colleagues to ensure that customer requirements are met.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

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.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation 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 relevant technology, external regulation, and industry best practices through ongoing education, 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, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

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.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.

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.

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.

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.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

SKILLS

Verbal and Written Communication

• Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Commercial Acumen

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

Sales Planning and Coordination

• Achieve the best possible returns by planning and coordinating effective sales campaigns and related initiatives.

EDUCATION

General Education

• Grade 12/SAQA Accredited (Essential); RE compliant (Advantageous); 150 FAIS
• Commercial Credits (Advantageous); Relevant 3 year degree or diploma in relevant field (Advantageous)

EXPERIENCE

General Experience

• 1 - 3 years commercial experience (Essential); Experience in Financial Services Industry (Advantageous)

go to method of application »

JOB PURPOSE

Obtain information from insured or designated persons for the purpose of validating claims using all resources available.

Requirements

RESPONSIBILITIES

• Client & Customer Management (External)
• Help manage clients by carrying out standard activities and providing support to others.

Data Collection and Analysis

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats.
• Work Scheduling and Allocation
• Organise own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

Administration

• Produce, update and provide best practice support on MS documents, databases and other departmental systems to support the work of more senior colleagues. Tasks could include purchasing materials, entering budgetary information, time and expense recording and similar.

Correspondence

• Respond to routine requests using form letters or emails and to more unusual requests by editing templates to create customised responses.

Document Management

• Create, organise, and maintain files containing the correspondence and records of a senior colleague.

Document Preparation

• Prepare routine letters, memoranda, reports and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software.

TASKS

• Prepare insurance claim forms or related documents and review them for completeness.
• Enter claims information into database systems.
• Validation of high quantum claims (Motor and Non-Motor)
• Calculate amount of claim.
• Post or attach information to claim file.
• Transmit claims for further investigation.
• Contact insured or other involved persons to obtain missing information.
• Review insurance policy to determine coverage.
• Organize or work with detailed office records, using computers to enter, access, search or retrieve data.
• Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.

go to method of application »

JOB PURPOSE

Connect with the customer and consultant, conduct needs analysis and propose solutions and benefits to the customer and consultant. Need a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand. Ensure consultants are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required sales and operational results.

RESPONSIBILITIES

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.

Requirements

EDUCATION

• 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)

 EXPERIENCE

• General Experience 5 or more years sales experience (Essential); Experience in Financial Services Industry (Advantageous) Managerial Experience 3 or more years sales experience in a leadership role (Essential)

go to method of application »

JOB PURPOSE

To partner with operational heads, to ensure that financial information is reported in line with IFRS standards, company policy and business requirements. Provide commercial and financial oversight in supporting the operational heads, while monitoring performance to approved budgets. Maintain appropriate communication channels between finance and business

RESPONSIBILITIES

• Financial Management & Control
• Data Collection & Analysis
• Cost Accounting
• Budgeting & Costing
• Operational Compliance
• Insights & Reporting
• Personal Capability Planning
• Balancing Stakeholders
• Financial Accounting

Requirements

EDUCATION

• Bachelor of Commerce Degree (Essential)
• Bachelor of Commerce (Management Accounting) or CIMA Qualification (Advantageous)

EXPERIENCE

General Experience

• Minimum 2 years’ Financial Management Accounting experience
• 2 years’ Financial Services background (Advantageous)

go to method of application »

Job Purpose

The Talent Acquisition Advisor is responsible for consulting with People Partners colleagues and business leaders to understand workforce needs and develop talent acquisition strategies to source, attract and hire best-in-class talent. It is critical that the recruiter meet expected service levels and key performance metrics to drive superior customer service by filling open roles within expected timelines.

Responsibilities

Recruitment Management

• Analyse the requirements of a job, attract candidates by using sources such as databases and social media, and screen and select applicants. Source, attract, interview, and filter candidates for open positions at lower and middle levels.

Internal Client Relationship Management

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

Employee Onboarding and Offboarding

• Initiate and monitor the administration of onboarding and/or offboarding processes to ensure that all processes are completed accurately, efficiently, and on time.

Administration

• Produce, update and provide best practice support on a wide range of MS documents, databases and other departmental systems to support the work of more senior colleagues.

HR Data Management

• Verify the accuracy and completeness of HR data provided and enter into HR information systems, following defined procedures.

Future Talent Recruitment

• Contribute to the creation of future talent recruitment campaigns; review and analyse external research on values and aspirations of graduates/school leavers; research and analyse recruitment channels (including career fairs) for graduates/school leavers; draft communications and events content.

Recruitment Campaigns

• Contribute to the creation of recruitment campaigns; analyse candidate target group demographics and known preferences; propose channel and media selections and messaging content; draft communications and events content.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent

General Experience

• Experienced practitioner able to work unsupervised (13 months to 3 years)

go to method of application »

JOB PURPOSE

To manage, coach and guide a team. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

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.

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/  through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

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.
• Ensure effective customer relationships and maintain customer satisfaction at all times.

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.

Performance Management

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

Customer Management

• Help manage customer relationships by using relevant systems.
• Insights and Reporting Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

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

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.

Correspondence

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

Requirements

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential);

General Experience

• 3 or more years' experience in a claims environment within the insurance industry (Essential)
• Experience in a call centre environment (Essential)

go to method of application »

Job Purpose

Responsible for developing and implementing STI's digital transformation strategy to drive growth through the transformation of traditional operations using digital processes. The aim is to generate new business opportunities, revenue streams and enhance customer services and experience from the adoption of digital technologies.

Responsibilities

Digital Vision and Strategy

• Define and set the digital strategy, working with both internal and external stakeholders to build and communicate the strategic importance of digital while aligning with broader organizational strategy.

Digital Transformation Execution

• Define a digital road map to transform the business, identifying the domains and activities that benefit from rapid digitization. Design the right operating model for digital and determine the best-fit suppliers to support execution.

Digital Culture Creation

• Lead and advocate for digital transformation, emphasizing the importance of culture in driving digital strategy and execution. Lead the development of maturity assessments, road maps, and strategy documents as part of the overall future state vision.

Digital Channels and Technology Management

• Design and develop multichannel distribution platforms across multiple brands. Responsible for marketing and adoption of new features, products, services.

Leadership and Direction

• Communicate the function's strategy and its relationship to the organization's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these to achieve the organization's business goals. Provide direction and guidance to UX/UI teams, product and channel owners regarding best practice standards and internal digital standards.

Digital Marketing Impact Assessment

• Understand and drive the commercialisation of digital capability (setting/tracking sales targets, measuring conversion, traffic, digital and interactive marketing spend ROI).

Digital Talent Development

• Define the value proposition for digital talent, engineering the digital component of the employee experience and working with the learning and development to embed digital skills and competences in the organization's employee development strategy.

Performance Management

• Manage and report on business performance; hold direct reports accountable for the achievement of business plans, and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer-term delivery of stakeholder value.

Requirements

General Education

• Postgraduate degree in Computer Science or Information Technology (Essential)

General Experience

• Minimum 6 years business experience including experience in building digital platforms to enable the business strategy; programme and project management especially whilst deploying Agile working styles (Essential).

go to method of application »

JOB PURPOSE

• To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.

Organisational Capability Building

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

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organisation has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Leadership and Direction

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

Performance Management

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

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. Ensure effective customer relationships and maintain customer satisfaction at all times.

Customer Management

• Help manage customer relationships by using relevant systems.

Insights and Reporting

• Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

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

Operational Compliance

• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

Correspondence

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

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.

BEHAVIORAL COMPETENCIES

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.

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.

Situational Adaptability

• Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.

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.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms

Requirements

EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

EXPERIENCE

General Experience

• 3 or more years' experience in a customer service environment within the insurance industry (Essential)
• Experience in a call centre environment (Essential)
• Experience with Avaya related system (Advantageous)

Managerial Experience

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

go to method of application »

JOB PURPOSE

Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

RESPONSIBILITIES

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or 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 tomandatory 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

General Education

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

EXPERIENCE

General Experience

• 1 year telephonic sales experience (essential)