Current Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.

RESPONSIBILITIES

Customer Management (Internal)

• Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
• Use appropriate tools to accurately cost applicable claims on a day-to-day basis.

Work Scheduling and operational compliance

• Organise own work schedule to get the job done, coordinating with support services and completed work within SLA.
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
• Remain up to date with current and new product knowledge to enable effective decision making.

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.

Correspondence

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

Document Management

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

Document Preparation

• Prepare and manage claim documentation for customers.
• Prepare insurance claim forms or related documents and review them for completeness.
• Enter claims information into database systems.
• Pay small claims.
• Calculate quantum 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.
• Organise 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.
• Finalise claims and communicate the outcome to the customer
• Listen and transcribe client conversations
• Request Client Conversation
• Retrieve Client Conversation
• Issue repair / replace vouchers
• Load and action 15-minute messages
• Complete Things to Do (TTD's) and requests
• Refer to Loss Adjuster when required
• Arrange to collect salvage - non-Motor where applicable
• Arrange to collect salvage - Motor where applicable

TECHNICAL COMPETENCIES

Customer Focus

Builds strong customer relationships and delivers customer-centric solutions.

Decision Quality

Makes good and timely decisions that keep the organization moving forward.

Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

Drives Results

Consistently achieves results, even under tough circumstances.

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations.

Manages Conflict

Handles conflict situations effectively, with a minimum of noise.

Communicates Effectively

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Ensures Accountability

Holds self and others accountable to meet commitments.

Plans and Aligns

Plans and prioritizes work to meet commitments aligned with organizational goals.

Requirements

EXPERIENCE

General Education

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

General Experience

• 1 or more years' Financial Services industry experience (Essential)
• Call Centre Experience (Essential)
• STI experience (Advantageous)
• 1 or more years' Claims Experience (Advantageous)
• At least 2-3 years’ experience in a Customer Service environment (Advantageous)

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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. Policy and procedures Monitor, interpret and understand policies and procedures, while making sure they match organisational objectives.
• Computer and System skills
• Support business processes by understanding and effectively using standard office equipment and standard software packages. PROFICIENT IN MS OFFICE.

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)

ADDITIONAL INFORMATION

• SAQA Accredited Equivalent : it is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.

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Description

• Complaints Expected Behaviour: Manage partner complaints and new business complaints. Assist Colleagues Expected Behaviour: Respect for views and contributions of fellow colleagues, building team spirit, consult and shares informtaion Finding A Better Way and Problem Solving Expected Behaviour: Keeping operational processes up to date and relevant Personal Development Plan Implementation
• (Own) Risk Assessment / Audits Expected Behaviour: Managing new business ensuring risks are elimnated. Managing broker risk matrix models on new and existing broker partners. Auditing of new appications and stop order business.
• Financial Management Expected Behaviour: Processing of invoices and accuracy of information Support Management Expected Behaviour: Populating standard contracts, letters and communication to external partners Vetting Broker Partners Expected Behaviour: Vetting of all broker applications in term of contractual and compliance regulations.
• SLA: 48 Hours Supervising Expected Behaviour: Supervising junior administrators and their responsibilities in terms of Distribution Operations. Commission
• Debt Expected Behaviour: Assisting in management of commission debt Partners and Suppliers Expected Behaviour: Build and maintian relationships with both internal and external stakeholders and partners

Requirements

•  Big thing is Excel must be able to work on excel must be able to read Data,. (Basic understanding)
• Will be looking after business that comes in
•  Be able to do Due diligent
• Mitigate Risk
• Bring the brokers on board
• Must be strong in administrative

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JOB PURPOSE

Assist the Information Assurance Manager to ensure Information Assurance, IT Governance, Internal Risk assessment and reporting, IT regulatory compliance, documentation, audit and assurance, improvements, asset management and Third-party risk management for TIH information systems are performed in accordance with Enterprise Risk Management principles, legislation, regulation and relevant and applicable industry standards.

RESPONSIBILITIES

Risk Management & Reporting

Perform end-to-end risk identification, assessment, monitoring, quantification, treatment and reporting processes in accordance with Enterprise Risk Management principles. Perform risk maturity assessments and reviews in GIT in accordance with the Risk framework. Execute and manage various risk, integrated risk assurance and risk compliance assignments. Produce Risk reports highlighting areas of concern, opportunities and anything requiring further investigation Continuously monitor and evaluate the overall risk profile across the GIT risk spectrum, including third party risk, to provide a combined assurance view Identify financial and business risks and escalate accordingly. Develop risk registers and dashboards to monitor risks. Support the development and implementation of risk appetite and tolerance levels and associated thresholds.

Stakeholder Engagement

Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions. Assist Information Assurance Manager to respond to regulatory enquiry received, including request for information, fines imposed, and outstanding statutory returns and onsite visits.

Recommendations

Recommend changes to policies, processes, standards and practices that would improve operational support. Identify and facilitate Key Risk Indicators (KRI's). Support the development of Combined Assurance models, frameworks and plans. Clearly communicate risk and compliance matters Write and present relevant Risk and Compliance reports that are aligned with standards, guidelines and schedules.

Operational Compliance Reporting

Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Promote a culture of governance, risk and compliance. Establish pro-active risk management approaches. Write and present relevant Risk and Compliance reports that are aligned with standards, guidelines and schedules.

Policies and Procedures Development

Contribute to the drafting of policies, procedures, and related guidelines within an area of expertise to meet defined key principles and ensure compliance with external requirements. Review and update monitoring plans to include new high risk exposure areas to enable compliance to provide assurance on the implementation of new policies and procedures regarding the new/amended legislation.

Information and Business Advice

Provide specialist advice on the interpretation and application of policies and procedures, resolving queries and issues and referring very complex or contentious issues to others. Render support in clarification/interpretation of new/amended legislation if required.

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.

Organisational Capability Building

Provide coaching to team members to develop their skills.

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

• University degree in IT Risk Management or related domain (Advantageous)
• Relevant industry certifications, such as CISM, CGEIT, CRISC, COBIT, CISA etc (Advantageous)

GENERAL EXPERIENCE

• 3 or more years' experience in IT Risk Management (Essential)
• Project/Portfolio Management experience (Advantageous)
• Third party/supplier risk management (Advantageous)
• Operational risk experience (Advantageous)
• Clear understanding of IT Security (Advantageous)

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JOB PURPOSE

Ensure accurate and efficient support services are provided to the 1Life direct sales and third party distribution sales commission departments. Process, provide administrative support and calculate all sales commission for the 1Life direct sales and third party distribution sales commission departments.

RESPONSIBILITIES

 Administration Produce, update and provide best practice support on commission and administrative processes, databases and other departmental systems to support the work of more senior colleagues. Calculate and track and validate commissions and incentives for the 1Life direct sales and third party distribution sales commission departments. Responsible for internal and external partner commission statements for all direct sales channels and distribution channels from Sales Managers to Business Manager.

Payroll Administration

Input payroll data to support the accurate and efficient delivery of payroll services; prepare payroll for bank submission and entry into financial systems; prepare payroll reports and reconciliations. When required, submit payments to senior management for approval and to payroll for payment.

Document and Data Management

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

Track process regarding submissions and approval, maintain accuracy of documented processes. Swiftly resolves process breakdowns and takes steps to ensure that problems do not recur. Uploading of supervision and all other documentation uploading.

Track and management of incentives.

When required, keep track of business logs that have an implication on commission outcome. Operational Compliance Identify, within the 1Life direct sales and third party distribution sales commission departments, 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.

Insights and Reporting

Extract and combine data to generate various reports.

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 and coach and transfer knowledge to others as required.

BEHAVIORAL COMPETENCIES

 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

Plans and Aligns

 Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.

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. 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.

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.

Collaborates

Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do.

 Instills Trust

Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, models honesty and authenticity and encourages others to be up front with one another. Demonstrates reliability and places a strong emphasis on the team meeting its commitments. Fairly represents others' positions

Being Resilient

Rebounds from setbacks and adversity when facing difficult situations.

Confidential.

shows great composure, a positive attitude, and strong judgment, even in adverse situations; gains maturity and wisdom and shares life lessons with others. Responds resourcefully to crises, helps others remain productive and positive. Courage Steps up to address difficult issues, saying what needs to be said. For example, shares own ideas and points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and challenges; raises difficult topics to be sure they are addressed.

TECHNICAL COMPETENCIES

Computer and System skills

Supports business processes independently by understanding and the effective using standard office equipment and standard software packages, and provide technical guidance as needed. Expert excel knowledge; A solid knowledge of payroll/commission systems.

Policy and Regulation

Work independently and provide technical guidance when required on how to interpret and apply knowledge of laws, regulations and policies in area of expertise.

Financial analysis

Apply concepts of knowledge / skill independently and provide technical guidance when required. Sound understanding of financial management principles; A solid knowledge of payroll/commission structures, principles and processes.

Verbal and Written

Communication Use clear and effective verbal and written communication skills independently and provide technical guidance when required on how to express ideas, request actions and formulate plans or policies.

Policy and procedures

Provide technical guidance when required to monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

Planning and Organizing.

Plan, organize, prioritize and oversee activities to efficiently meet business objectives. Provide technical guidance when required.

Attention to Details

Apply comprehensive knowledge / skill, and provide guidance and training to others on how to pay close attention to details.

Multi-Tasking

Apply comprehensive knowledge / skill, and provide guidance and training to others.

Requirements

EDUCATION

 General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Financial or business diploma (Essential)

EXPERIENCE

• General Experience 2-4 years experience in commission administration (Essential)
• Experience in the Financial Service Industry (Essential)

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JOB PURPOSE

The Senior Linux Systems Engineer will be involved in configuring, maintaining, and administrating the Linux estate including the Kubernetes and Docker solutions. The Senior Linux System Engineer will be involved with determining strategy and will also aid in the lifecycle management of all related technologies from incubation to end of life planning. The role is also responsible for ensuring security and configuration compliance and will work with other members of the IT System engineering Team. Vendor management and internal client expectation management is also core to the role. As part of the responsibilities, the role will be tasked to respond to requests from end users, managers, developers, and team members for specific IT system assistance, data, and information. Senior Linux System Engineer role collaborates with senior personnel in performing risk assessments to determine impact on customer business processes and systems downtime and proposes changes as needed. The Senior Linux System Engineer implements system changes across large, complex and diverse collaborative environments by using standardised defined methods and procedures; provides efficient and prompt handling of all changes to improve day-to-day operations.

RESPONSIBILITIES

Infrastructure and Network Development and Maintenance

Direct and oversee infrastructure developments and maintenance to ensure business requirements can be met. Proactively maintain and develop all Linux infrastructure technology to maintain a 24x7x365 uptime service. Fault finding, analysis and of logging information for reporting of performance exceptions. Proactively monitoring system performance and capacity planning Create and modify scripts or applications to perform tasks. Plan and execute system fixes, updates, and enhancements. Ownership and execution of incident management and system maintenance. Manage, coordinate, and implement software upgrades, patches, hot fixes on servers, workstations, and network hardware.

Enterprise Infrastructure Modernisation

Drive advances in technologies and architectures to increase the value delivered by technology and digital capabilities, either through improvements to the efficiency of technology environment or through those that reduce the total cost of technology operations. Recommend and participate in activities related to the design, development and maintenance of the digital capabilities within the enterprise architecture.

Technical Developments Recommendation

Discuss and recommend more complex or innovative technical developments to improve quality of the website/portal/application software and supporting infrastructure to better meet business needs. Engineering of systems administration-related solutions for various project and operational needs.

Information Security

Lead in detecting and analysing security incidents including attacks, breaches, and identified vulnerabilities and remediate any security gaps in line with the security incident management procedure. Implement security procedures, as directed by security team.

Enterprise Architecture

Contribute to architecture viewpoints that articulate business requirements. Maintain best practices on managing systems and services across all environments. Provide input on ways to improve the stability, security, efficiency, and scalability of the environment. Optimise and maintain performance, housekeeping, availability, serviceability, and recovery. Ensure system availability, functionality, integrity, and efficiency, and maintain system configuration and documentation.

Analysis of "As Is" and "To Be"

Document complex "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required. Collaborate with other teams and team members to develop automation strategies and deployment processes.

Horizon Scanning

Explore and develop a detailed understanding of external developments or emerging issues and evaluate their potential impact on, or usefulness to, the organisation.

Feasibility Studies

Conduct feasibility studies from a technological and organisational perspective and document findings to complete cost-benefit analysis on implementing changes to business processes, products, or business unit structure.

Operational Compliance

Monitor and review performance and behaviours within area of responsibility to identify and resolve non-compliance with the organisation's policies and relevant regulatory codes and codes of conduct.

Personal Capability Building

Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and in depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

Requirements

GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Linux certifications (RHCT, RHCE and LPIC) (Essential)
• Bachelor's degree in Computer Science, Information Systems, or similar relevant degree (Advantageous)

GENERAL EXPERIENCE

• 8 to 10 years’ experience in Linux technologies (Essential)
• Previous working experience as a Linux Administrator for 3-5 years' (Essential)
• Extensive Kubernetes and Docker experience (Advantageous)

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JOB PURPOSE

Involved in operating system and application maintenance and configuration - with regards to maintenance intervals and upgrades including end of life replacement. Responsible for security and configuration compliance and work with other members of the IT System Administration Team and all relevant stakeholders. Respond to requests from end users, managers, developers, and team members for specific IT system assistance, data, and information. Collaborate with senior personnel in performing risk assessments to determine impact on customer business processes and systems downtime. Implement system changes across large, complex, and diverse server environments by using standardized defined methods and procedures as defined by the senior members in the team. Provides efficient and prompt handling of all changes to improve day-to-day operations.

RESPONSIBILITIES

Infrastructure Support

Provide advice and assistance to users to resolve queries and ensure the applications/website capabilities are well understood by the business. Ensure system availability, functionality, integrity, and efficiency, and maintain system configuration and documentation.

Provide IT support for current and emerging technologies.

Manage computer and user accounts, privileges, and system access via Active directory. Install and administer hardware, Windows operating systems, and software applications. Including system fixes, updates, and enhancements. Provide IT support for infrastructure systems including Virtualization, Servers, OS, monitoring and all other relevant systems to ensure that operability requirements are up to date with latest patches and firmware and that the hardware is configured properly.

Faults Diagnosis and Correction

Provide fault isolation and resolution to limit and address issues promptly. Perform troubleshooting, analysis of alerts, and repairs on systems. Ownership and execution of incident management and system maintenance. Solutions Analysis Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures, and precedents.

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. Implement security procedures, as directed by security team.

Information and Business Advice

Resolve queries from internal or external customers or suppliers by providing information on complex processes and the related policies, referring to others where necessary for interpretation of policy.

Testing IT Performance

Perform routine website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues. Manage system resources by monitoring of performance, capacity, availability, serviceability, and recovery.

Applications Software Maintenance

Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software. Continuous Improvement Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.

Personal Capability Building

Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Requirements

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• Relevant industry qualifications such as Microsoft MSCE, Nutanix NPP or relevant virtualization qualification (Essential);
• Relevant degree in IT (Advantageous)

EXPERIENCE

General Experience

• 2 or more years’ experience in Multiplatform environments with a focus on System support (Essential); Experience in Financial Service Industry (Advantageous).

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Description 

Customer Needs Clarification

Set clear objectives for each sales call; tailor standard materials to make presentations to decision makers; and ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation. Understand the customers’ unique profile, identify a relevant course of action based on customer needs and undertake an appropriate course of action to ensure customer satisfaction, delivered through financial needs analysis.

Sell Customer Propositions

Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Options include sale of investment products such as lump sum/recurring. Understand and deliver the required individual targets such as, achieving talk time targets, sales targets and other targets.

Performance Management

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

Customer Relationships Development

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

Sales Opportunities Creation

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

Operational Compliance

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

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of products, relevant technology, external regulation, and industry best practices through ongoing education. Consistently achieves results, even under tough circumstances. For example, regularly pushes self to achieve outstanding outcomes; consistently establishes bold goals for own performance; is passionate about excellent results and significant contributions. Shows great tenacity to complete goals/initiatives in a timely way.

Communicates Effectively

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

Instills Trust

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

Ensures Accountability

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

Manages Complexity

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

Customer Focus

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

Requirements

Education

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

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Description

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

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Essential)
• 120 Long Term Credits (Essential) 
• 2 or more years telephonic sales experience (Essential)
• Experience in cold calling (Advantageous)

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JOB PURPOSE

Develop, create, and modify general computer applications software or specialized utility programs with guidance. Under supervision, analyse user needs and develop software solutions. Assist with design software or customize software for client use with the aim of optimizing operational efficiency. Observe the analysis and design within an application area, working with guidance or coordinating development as part of a team.

RESPONSIBILITIES

Application Software Development

Develop existing applications and contribute to development of new applications by analysing and identifying areas for modification and improvement. Develop new routine applications to meet customer requirements.

Improvement / Innovation

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

Applications Software Maintenance

Monitor and identify software defects and suggest corrections for approval by more senior colleagues to maintain fully functioning applications software.

Testing IT Performance

With guidance, perform routine website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.

Information Security

Support implementation of required security measures such as firewalls or 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. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

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.

Application Software Roadmap

Assist and support the facilitation of application software development and execute the development work as prioritized by more senior colleagues which is in line with business requirements.

Customer Service

Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

Requirements

GENERAL EDUCATION

• Grade 12/ Matric Certificate (Essential)
• A recognized Software Development Certification/ Diploma/ Degree (Essential)

GENERAL EXPERIENCE

• 1 or more years’ experience using relevant programming languages or technologies (Essential):
• RPG
• IBM - AS400

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JOB PURPOSE

Facilitates the retention of policies through company approved retention strategies. Focuses on maintaining customer relationships, meeting various KPIs and troubleshooting specific customer problems. Has a solid knowledge of products, their characteristics, and market. Focus on growth of brand and process alternative solutions to meet customer needs.

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.

Customer Needs Clarification

Set clear objectives for each call; 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 alternative solutions to the customer and influence the customer to retain their business.

Customer Management

Help manage customers by carrying out standard activities

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

Enter customer name and address into the CRM system at point of purchase to ensure that the organization has the relevant information to support follow-up sales and service actions.

Performance Management

Prioritize own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance and KPIs.

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.

Requirements

General Education

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

General Experience

• 1 year retentions experience (essential)

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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/or 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).

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.

TECHNICAL COMPETENCIES

Customer Service Delivery

• Use comprehensive knowledge and skills and guide and train others to meet high customer service standards.

Compliance

• Use comprehensive knowledge and skills and guide and train others to achieve full compliance with applicable rules, regulations and policy and procedures in management and/or operations.

Verbal and Written Communication

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

Planning and Organizing

• Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Learning and Talent Development

Provide technical guidance when required to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organization reach its goals.

Customer System Operation

• Provide technical guidance when required to understand and effectively operate all customer management systems.

Data Collection and analysis

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

Data Management

• Provide technical guidance when required to acquire, organize, protect and process data to fulfill business objectives.

Reporting

Provides technical guidance when required to create relevant, lucid and effective reports.

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Proficient in MS Office.; Knowledge of HPI System.

Requirements

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognized qualifications / Regulatory Examinations / STI Certification / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential)

General Experience

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

Managerial Experience

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