Fresh Jobs at Telesure Investment Holdings (TIH)

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 as a first point of contact.

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. 
• Set clear objectives for each sales 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, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. 
• 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 organisation'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 call back 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 organisation 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 productivity, 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.

Education

• Grade 12 or SAQA Accredited Equivalent (essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

Responsible for developing and operationalising STI's digital enablement. This involves aligning customer insights with business needs to transform and modernise operations using appropriate digital processes. The aim is to generate new business opportunities and revenue streams while enhancing current operational models to improve customer service and efficiencies through enabling and adopting appropriate digital technologies enabling business strategy.

Responsibilities

Digital Enablement Strategy

• Define and set the digital enablement strategy, working with both internal and external stakeholders to build and communicate the strategic importance of digital while aligning with broader organisational strategy. 
• Develop and execute a digital enablement strategy that integrates with the company's overall business plan.

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 organisation'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 organisation's business goals. 
• Provide direction and guidance to UX/UI teams, product and channel owners regarding best practice standards and internal digital standards. 
• Lead cross-functional teams to deliver digital solutions that enhance customer experience and operational efficiency.

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).

Project Management

• Manage a portfolio of major projects in line with overall project organisational strategy. 
• Oversee the management of digital projects, ensuring they are delivered on time, within scope, and on budget.

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 organisation'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.

Organisational Capability Building

• Identify the capabilities needed to meet the current and emerging business needs of a significant function. 
• Evaluate current capabilities, identify gaps, and prioritise development activities. 
• Embed personal development and the fulfillment of personal potential in the culture of the organisation. 
• Build capabilities elsewhere in the organisation through mentoring and other informal methods.

Board Relationship

• Develop relationships with executive members, identifying priorities, issues, strategic challenges and preparing them for discussion.

Stakeholder Engagement

• Collaborate with executive management on developing a streamlined approach for organisational growth and overall business strategy. Collaborate with IT, marketing, and other departments to drive innovation and continuous improvement in digital offerings.

Budgeting and Costing

• Take responsibility for setting and managing area budgets so they align with organisational strategy.

Personal Capability Building

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team and beyond in the function. 
• Maintain external accreditations and in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media. 
• Stay abreast of industry trends and emerging technologies to maintain a competitive edge and recommend relevant adaptations to the digital strategy.

Education

• Post Graduate Business Degree (Essential)

Experience

• Minimum 6 years experience in a strategic business enablement role (Essential); Experience in applying project management methodologies in order to deliver business deliverables (Advantageous); Experience in the financial services industry (Advantageous); Minimum 5 or more years experience at a senior management level in digital transformation (Essential)

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Job Purpose

• Review and resolve escalated claims outcome related disputes in a fair and equitable manner. Contribute to the safeguarding of the organisations reputation by mitigating risk relating to disputes.

Responsibilities

Solutions Analysis

• Reviewing a claims outcome and customer service complaint. Taking into account policy terms and conditions, ombudsman stances, legislation regulation etc. to determine the correct outcome for the external customers.

Customer Service

• Responsibilities may include processing disputes, dealing with complex queries and investigating and resolving customer disputes and complaints.
• Act as first line mandated representative providing customer service and handle customer disputes and liaise with the customer/customer's attorneys within the given time frames provided by Management.
• Ensure continuous communication on disputes referred from the applicable platforms, either verbally or by written communication, within the prescribed timelines.

Needs Clarification

• Ask relevant questions to evaluate the customer's level of understanding and to identify and respond to areas requiring further information or explanation.

Operational Compliance

• Ensure all work meets operational, technical and financial results and/ or targets as and when required. Deliver on TCF principles in alignment with regulatory requirements. Identify instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory requirements, reporting these and escalating issues as appropriate.

Client & Customer Management (Internal)

• Build and maintain relevant relationships with internal departments to assist in managing the customers complaints.

Personal Capability Building

• Develop and maintain excellent procedural or technical skills by keeping up to date knowledge of the Ombudsman and TIH Procedures and philosophies.
• Develop own capabilities by participating in continuous professional development and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential.
• Maintain an understanding of relevant legislation, external regulation, and industry best practices through ongoing education.

Education

• Grade 12 or SAQA Accredited Equivalent (essential)  (Required)

Experience

• 3 or more years’ experience in an insurance and claims environment (Essential); Dispute resolution experience (Advantageous); Legal background within an insurance industry (Advantageous); Online reputation management experience (Advantageous).

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Job Purpose

• Develop analytical models and Data Visualisations to provide comprehensive information support to the business for informed decision making.

Responsibilities

Analytical Modeling

• Create analytical models by translating business requirements to a framework that suits business analysis. Build data from company systems into an analytical model that provides trends and patterns relating to any short-term insurance metrics.

Demonstrate functionality of built BI models to target audience as per business request.

Operational Support

• Provide operational support services and ensure server availability during operational hours.
•  Monitor user-acceptance testing of Data Visualisation models.
• Administration of business intelligence management console, including task schedule and on-going monitoring and maintenance of BI solution.

Business Requirements Identification

• Collect business requirements using a variety of methods to provide suitable solutions based on the business need, developed within the architecture framework.

Data Collection and Analysis

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

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports by identifying insight from information contained within the general BI models and present these insights to stakeholders in the business.

Stakeholder Engagement

• Build relationship's across the business and find out their needs/issues/concern and reacting to these by arranging meetings and events and drafting supporting materials to
• promote understanding and commitment. Ensure that business objectives and personal delivery aligns to and meets the service principles.

Improvement / Innovation

• Manage focus and priorities to keep working on the most commercially beneficial tasks for the organisation. Leverage all available information from our partners, the
• industry, and internally to ensure we are constantly reviewing our departmental processes, systems and protocols with a view to improve efficiencies.
• Analyse current performance inhibitors and finding solutions to ensure business continuity. Develop Ideas, provide an innovative and ever evolving set of systems and processes.

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.
• Set own goals and working towards them and keep up to date with trends within business intelligence by participating in forums, webinars and knowledge sharing platforms and reading specialist media.

Performance Management

• Manage user expectations and deliverables within work stream. Prioritise own workflow and ensure work is completed to the required standards of productivity, quality and timeliness.

Database Specifications

• Provide information and comments on suitability during approval process for database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved.

Data Management

• Use data management systems to deliver prescribed outcomes with guidance from senior colleagues. This includes being responsible for operating key elements of the system.

Organisational Capability Building

• Provide instruction and informal advice to less experienced colleagues within the team to develop their skills.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• A relevant 3 year degree / diploma relating to Business Intelligence / Data Warehousing / Database Administration (Advantageous);
• Maths and Science at Grade 12 level (Advantageous); Qlik certifications (Advantageous)

Experience

• 3 or more years development experience within a business intelligence environment (Essential);
• Qlik development experience (Advantageous);
• Consulting experience (Advantageous); Experience and knowledge of the financial insurance industry (Advantageous).

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Job Purpose

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

Responsibilities

Governance

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

Settlement Negotiation

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

Payment Management

• Manage and follow-up on payment arrangements made with third parties in accordance with the standard operating procedure. 
• Ensure that upon successful recovery that customer excesses are refunded timeously and in accordance with standard operating procedures.
• Payment method conversions i.e. conversion of cash payers to debit orders

Customer Management

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

Data collection and analysis

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

Correspondence

• Execute telephonic and written demands for payment of outstanding debt from uninsured third parties in accordance with the standard operating procedure.

Document Management

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

Continuous Development

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

Education

• School Grade 12

Experience

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

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Job Purpose

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

Responsibilities

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

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. 
• Set clear objectives for each sales 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, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.
• 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 organisation'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 call back 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 organisation 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 productivity, 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.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• Capture and process warranty and service plan 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 (supplier contract and/or negotiation) to accurately cost applicable claims on a day-to-day basis.

Work Scheduling and operational compliance

• Organise own work schedule in order 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).
• Ensure regular feedback to customer, service providers and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the claim department.

Document Management

• Create, organise and maintain files containing the correspondence relating to policies and matters and claims to be uploaded on internal system.

Document Preparation

• Prepare and manage claim documentation for customers.

Up-sell Customer Propositions

• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional products/services.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Short-term Insurance Certificate (NQF4) (Essential); FAIS and RE5 qualification (Advantageous), School Grade 12

Experience

• 1-3 years Financial Services industry experience (Essential)
• STI experience and VAPS experience (Advantageous).