Fresh Jobs at Discovery Limited

Key Purpose of the role

The success of Discovery is made possible by our great people. Retail Distribution strives to be the most successful, innovative, trusted and respected Distribution channel in the financial services sector. The Complaints Resolution Officer in Retail Distribution is responsible for Client Complaints against representatives of Discovery Life. This role is also responsible for managing the Retail Distribution Complaints Framework and reporting of complaints. The Complaints Resolution Officer executes the sequence of activities necessary to complete the projects and objectives for Retail Distribution and has accountability for Client complaints.

Key Responsibilities

• Assist management to define, set and manage complaints framework, processes and standards specific to the function;
• Regulatory change management;
• Training and awareness, in conjunction with the training team;
• Assist management with identification and evaluation of exposures/trends and regulatory breaches;
• Keep complaints registers up to date;
• Central point of communication between clients, management, product houses and compliance regarding complaints;
• Assist with reporting, requests and queries;
• Assist business with complaint queries and guidance;
• Ensure that team annual objectives are met;
• Monitor the efficiency and consistency of controls and measures;
• Monitor the efficiency and consistency of oversight arrangements;
• Categorisation and analysis of complaints
• Monitoring of complaints
• Complaints reporting.

Personal Attributes And Skills

• Have an appropriate mix of:
• experience,
• knowledge,
• skill in complaints handling, fair treatment of customers
• the subject matter of complaints concerned and relevant legal and regulatory matters
• Not be subject to a conflict of interests
• Be able to make impartial decisions or recommendations
• Understand the process flow of the entity and its departments;
• Understands business models and risk;
• Writes in a well- structured and logical way;
• Ability to write and review standard operating procedures;
• Ability to investigate and assess merits of complaints and draft detailed, comprehensive responses;
• Strong listening, organisational and communication skills;
• Work independently and as part of a team when required;
• Support management in achievement of team objectives as well as Retail Distribution’s objectives;
• Efficient time management skills, including quick turnaround time on work and adherence to deadlines;
• Attention to detail;
• Focus on implementation and aligning the law to a business model;
• Able to work under pressure;
• Legislative Knowledge and interpretation;
• The ability to think in an Analytical and Conceptual manner.

Qualifications And Experience

• Completed LLB degree (admitted attorney advantageous)
• Post-graduate qualification in compliance management (advantageous)
• At least three to five years’ complaints handling experience within the financial services industry with focus on TCF and FAIS.
• Understanding of the financial services and insurance industry essential.
• RE5 is essential

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Where you come in

As a Marketing Manager, you’ll partner with business and other stakeholders to develop and implement integrated and strategically aligned marketing and communications solutions. You’ll turn strategy into action by applying best practice marketing principles, leveraging key partnerships internally and externally, and making sure that projects are delivered on time and within budget. In addition, you’ll give specialist marketing advice to stakeholders, and you’ll be responsible for managing, coordinating and coaching a team when needed.

What You’ll Do

• Solve problems. Your job is to unpack complex business needs to define, co-ordinate and deliver high impact marketing, PR, communications and brand projects.
• Be creative. To solve these business needs, you’ll create integrated, best practice and creative solutions that are in line with the Discovery marketing model – and are consistent across all brands, businesses and communities
• Work across teams. You’ll collaborate closely with key stakeholders, including senior businesspeople and cross-departmental teams, to help achieve company and business unit objectives.
• Build relationships. You’re also responsible for building and maintaining relationships with key businesspeople, both at a strategic and operational level.
• Manage a budget. Enough said.
• Coach people to be as awesome as you are where needed.

What You Bring To The Table

Knowledge

• You’re aware of different Discovery audiences, Discovery’s products and business processes.
• You know how to leverage various media channels, especially digital.
• You have agency experience – especially in design, media and advertising.
• You understand print and production processes, including timelines and costing.

Skills

• You can communicate well in English – and you have strong writing and verbal communication skills.
• You can convert technical information into audience appropriate communication.
• You can influence and persuade people to get things done.
• You have strong project management skills.
• You can multitask on different projects.
• You can present and sell ideas.
• You’re a keen negotiator.
• You can make decisions under pressure.
• You can solve complex problems.
• You can build trusted partnerships.
• You’re an expert at managing conflict.
• You’re very good at managing trade-offs.
• You instil confidence in others.
• You can guide, develop and motivate others.

Attributes

• Strong attention to detail
• All about solutions
• Dynamic and energetic
• Tenacious and persistent
• Flexible and adaptable
• Naturally inclined to work hard
• Action oriented (doer)
• Have initiative – a self-starter who can work independently
• You can think outside the box
• You can work calmly under pressure and provide answers and direction to others
• Team player
• People and relationship focused
• Confident
• Resilient
• Empathetic
• Diplomatic
• Sociable
• Seen as a trusted adviser by clients
• Driven
• Passionate

Qualifications

Education and experience

• Minimum 3-year undergraduate degree or diploma (BA or B.Com in Marketing or Communication)
• Postgraduate qualification in marketing is preferable
• Relevant industry qualification

Experience

• Minimum of five years’ experience in Marketing or Communication
• At least two to three years of experience in the banking industry is preferred
• Experience in content marketing, product sales, advertising, rewards programmes, and client engagement would be advantageous.

Employment equity

• The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an equal opportunities’ employer, we actively encourage and welcome people with various disabilities to apply.

EMPLOYMENT EQUITY

• The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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Key Purpose

To process, validate and liaise with clients, brokers and service providers following a client's motor and non-motor loss or incident.

Areas of responsibility may include but not limited to

• To process, validate and liaise with clients, brokers and service providers following a client's motor and non-motor loss or incident.
• Efficient, timely claims processing.
• Accurate, timely administration.
• Liaison with clients, brokers and service providers.
• Achievement of monthly product and soft skills knowledge targets.
• Adherence to risk and compliance requirements.
• Teamwork, self-management and alignment with Discovery values.

Education And Experience

• Matric (Essential)
• 5 years’ minimum short term insurance claims experience (Essential)
• 5 years’ minimum experience doing both motor and non-motor claims (Essential)
• Diploma/Degree (Advantageous)

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Key Purpose

To fulfil a pivotal role within a software development team that designs, develops and maintains the systems for Discovery’s dynamic Life Insurance business.

Areas of responsibility may include but not limited to

Planning

• Perform a high-level impact analysis, establish Scope and provide estimates based on technical requirements.
• Proactively liaise with all stakeholders.
• Create required planning tasks in SDLC tool and set due dates according to agreed milestones.

Analysis And Design

• Actively participate in the collaborative technical design process.
• Research and find effective solutions to technical issues that arise.
• Update development timelines based on final requirements.
• Liaise with the relevant subject matter experts where clarification is required.

Development

• Translate technical requirements into executable code without errors.
• Ensure optimally performing system code in line with technical specifications, following prescribed process, architecture standards and procedures.
• Ensure delivery within agreed timeframes.
• Conduct unit testing and fix any defects found within the agreed SLA.
• Escalate risks to the project early on.

Quality And Testing

• Run code through the automated code review tool, review errors with the technical lead and fix before committing to the code base.
• Perform peer code reviews to ensure consistent application of standards, logic and effective use of libraries and reusable aspects of the software.
• Develop and maintain reusable Unit Tests.
• Assist the Test Analyst in ensuring that a comprehensive test pack is produced, which includes all the required scenarios.
• Verify that the completed software meets the established standards and is fit for purpose.
• Review the risk / impact of defects found in testing, prioritize and ensure that the priority is accurate.

Risk And Release Management

• Conform to the Build and Release cycles.
• Provide timeous support to the Quality Assurance Team when issues arise during testing.
• Handle all outstanding defects.

Production Support And Root Cause Management

• Ensure that the root cause of system errors are effectively analysed and prioritized for fixing.
• Proactively bring issues and problems to the attention of the team and propose solutions to solve them.
• Assist system users and the infrastructure teams with technical support issues.

Team Collaboration

• Adhere to the culture of communication and collaboration across all teams.
• Attend and participate in the regular team / project stand-ups.
• Actively mentor team members where required.
• Provide feedback at the regular 1-on-1’s with your leader.
• Proactively set goals, track them and address any concerns with your leader.
• Participate in Performance reviews with your line manager and project leads.
• Actively participate in internal up-skilling initiatives.
• Transfer knowledge and contribute to building a shared knowledge base

Personal Development

• Keep abreast of current technological trends and how these might be applied in the Discovery environment.
• Constant improvement of knowledge of the various applications, their functions and data models.

General

• Ability to communicate clearly, constructively and effectively. Able to follow and participate in technical, business process, and other discussions.
• Able to build strong business relationships with other members of the team and the business areas we support.

Intermediate Knowledge Of

Personal Attributes and Skills

• Applicable programming disciplines and languages. Refer to technical competencies list.
• Data modelling and design of database structures
• Unit Testing
• Systems Integration testing
• SDLC methodologies

Behavioural Skills

• Action orientated go-getter, hungry to learn and add real value.
• Self-motivated.
• Driven by a sense of responsibility and ownership.
• Structured and analytical problem solver: Obsessive about finding solutions to problems.
• Able to plan, organise and prioritize own work.
• Attention to detail.
• Able to multitask.
• Highly adaptive and flexible to a changing environment.
• Able to work independently, but also as an effective member of a Team: reliable, works actively with others towards common goal, communicates constructively, shares information, knowledge and experience, treats others in a respectful and supportive manner.

Essential

Education and Experience

• 5+ years’ experience in software development
• IT related Degree or Diploma (BSc/BTech or similar).

Advantageous

• Formal software development qualification(s), such as Object-Oriented Analysis & Design.

Key Technical Competencies

General

• Version control (GIT)
• UML and modelling tools (Enterprise Architect, etc)
• SDLC methodologies (Agile, Waterfall, DevOps, etc)
• SQL

Java

• Java programming language
• Java EE
• JBoss EAP (or similar Application Server)
• Data layer (JPA, Domain Object Model, XML/XSD, JAXB, ORM frameworks, RDBMS and PL/SQL beneficial)
• Business services (EJB, RMI)
• Integration services (Apache Camel, REST / SOAP web services)
• Messaging systems (JMS, Tibco EMS, Oracle Advanced Queuing, MQ)
• Presentation layer technologies (JavaServer Faces, HTML 5, JavaScript, CSS3)
• Design patterns (DAO, Command pattern, MVC, etc)
• Testing methodologies (Junit)
• Code quality tools (SonarQube)
• Build tools (Apache Ant, Jenkins, etc)
• SDLC tools (Jira, BitBucket, etc)