Fresh Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Lead the design of user interface and the visual and user-experience elements of digital products. Applying an advanced level of expertise, guide stakeholders and team members in the practice of product design and lead the translation of high-level requirements into interactive designs.

Responsibilities

Design and Conceptualization

• Lead a collaborative digital product/service design process by gathering input across all product/service portfolios to define a design system that is viable and scalable, and which strengthens the brand. Lead a cross-portfolio, multidisciplinary team that contributes to the evolution of the system.
• Customer Experience Mapping
• Lead implementation and performance of techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles; advise on approaches to eliminate negative experiences and enhance customer interactions.
• Internal Client Relationship Management
• Manage relationships with internal clients and act as a business partner to them, building high levels of professional credibility and mutual trust, and managing the deployment of appropriate internal and/or external resources to support in delivering business strategy and plans.
• Product and Solution Development
• Is responsible for managing the definition, development and delivery of a significant product or service within the product development and engineering program, ensuring alignment with customer requirements.
• Improvement / Innovation
• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
• 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.
• Building Capability
• Work within existing development framework to build own capabilities and those of direct reports. Provide specialised training or coaching to others throughout the organisation in area of expertise.

Recommendations

• Recommend changes to policies, processes, standards and practices that would improve operational support.
• Customer Needs/Experience Research
• Lead the design and execution of customer research projects by collecting and analysing customer and market data to develop an understanding of customer segments, trends, needs, and expectations
• Customer Experiences Implementation
• Design and coordinate implementation of differentiating customer experience initiatives, tools, and processes.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance.  OR Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential); A relevant design related qualification (degree / diploma / certificate) (Essential)
• Experience
• 5 or more years' UX/UI design experience (Essential); Experience in the Financial Services industry (Advantageous). 1 or more years' experience of general supervision of more junior colleagues (Essential)
   

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Job Purpose

• To partner operationally and contribute to the accomplishment of the companies objectives, through providing line managers and employees with HR guidance, whilst maintaining accountability of effective delivery of HR services.

Responsibilities

• HR Frameworks and Tools
• In collaboration with centres of excellence, draft HR frameworks and tools within an area of expertise, ensuring compliance with specified design principles, internal policies, and external legal requirements.
• Promote HR programs to create an efficient and conflict free workplace.
• Stakeholder Engagement
• Understand business operational models, business structures, process and procedures in order to give sound business advice to all stakeholders.
• Provide feedback to Centres of Expertise about HR solution effectiveness.
• Collaborate with Centres of Expertise to create innovative solutions. 
• Focus on consultative support and HR solution delivery.
• HR Data Analytics and Insights
• Gather, analyse and interpret HR data; identify key trends and contribute to the creation of HR insights that enable the diagnosis of business issues, enhancement of employee engagement, and/or improvement of business performance.
• Present accurate data reports in monthly forums.
• Policy Development & Implementation
• Work within established procedures to achieve specified goals.
• Advising management on the administration of human resources policies and procedures and the risk thereof.
• Regulatory & Compliance Management
• Understand, interpret and apply HR policies and procedures as well as all relevant Labour Relations Acts in order to ensure organisational statutory compliance.
• Conducting audits of HR activities to ensure compliance.
• Provide guidance to business on employee relations processes, in collaboration with the relevant specialists.
• Investigate all kinds of incidents and reports, and provide expert advice.
• Information and Business Advice
• Resolving complex queries from various business units by providing the relevant guidance and advice on policies and/or procedures, referring the most complex issues to the centres of excellence.
• Organisational Capability Building
• Conduct training sessions with relevant stakeholders in the business in terms of the identified specific business needs.
• 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. 
• Keep abreast with new trends and advancements in the human resources field and understand external regulation, and industry best practices through ongoing education.
• HR Data Management
• Accurately collate and maintain HR Data.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); HR related qualification or studying towards it (Essential); Degree in HR (Advantageous)

Experience

• 2 or more years experienced practitioner able to work unsupervised (Essential);
• HR Administration knowledge (Essential).

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Job Purpose

• Create a conducive learning environment to encourage learning through interactive activities, thought provoking conversation, and real-world activities that encourage knowledge transfer, dot connect between the theory and the TIH workplace and open conversation and feedback. Responsible for the effective preparation, facilitation and post learning impact support related to internal learning programmes and its key learning objectives. To ensure individual learners are performing against targets, review their performance provide coaching where needed to be fit for purpose.

Responsibilities

• Learning and Development Program Delivery
• Deliver face to face sessions, virtual sessions or short courses and create context and conversation that allows learners to engage based on the topic. Be aware of others' reactions and understanding as to why they react as they do. Assess and adapt the learning method to suit the learners needs and ability to understand the content while still ensuring the integrity of the learning and programmes key outcomes. Provide feedback based on participant’s activity, ability to learn and understand the theory and ability to apply the learning in a workplace environment.
• Project and Program Stakeholder Engagement
• Develop and maintain productive working relationships with peers and seniors. Work with stakeholders to ensure learning is delivered in the most appropriate manner. Understand and actively engage with the LMS to assist the learning process. Build relevant and appropriate relationships with the learners as well as managers.
• Learning and Development Program Design
• Design learning sessions to meet the requirements of a specified curriculum or to fill gaps in existing programs; develop and maintain relevant content and high quality training resources to ensure high levels of learner engagement and achievement of learning outcomes. Understand and is able to implement a variety of facilitation techniques and methods to ensure learning is delivered in the most appropriate manner to suit the learners needs as well as ensuring the learning environment is maintained. Able to assess the methodology / technique / facilitation used and the relevance and impact it is having within the learning environment, is able to adjust the method used to ensure the learning is being delivered in the most effective and efficient manner for the learners to understand.
• Leadership and Direction
• Manage and oversee a team for twelve months. Upskill them for Contact Centre/ claims (Service consultants) to drive outcomes needed to be effective and efficient within the business. Pipeline performance - to identify the team's individual development needs by using the performance management system. Plan and implement actions to build learners skills and abilities. Provide training and coaching to learners to improve their performance and fulfil their personal potential Monitor operational compliance of the Team- To ensure customer retention Ensure that learners are educated on the local action plan to support them in understanding of its purpose and how it aligns with broader business plan and the organisation's strategy, mission, and vision. To motivate learners to achieve local business goals Monitor performance of the team.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance or monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Learning Needs Analysis
• Support the identification of learning needs by analysing performance and competence data to identify gaps in relation to required levels; recommend priorities for Learning and Development interventions. Ensure the learners achieve target’s – Learners hit targets for upselling (CS customer score card) 1/10 and SQA (GENII) /compliance and customer retention.
• Business Requirements Identification
• Use available business relevant information to drive the learning within the classroom.
• Understand the current challenges facing business as well as the key objectives and strategies that TIH and the specific BU wants to achieve.
• 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 content development, relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Improvement / Innovation
• Use logic, reasoning and agility to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Identify shortcomings in existing processes, systems and procedures.
• Document Preparation 
• Prepare training plans, aligned with the training curriculum and prepare relevant training material. Also responsible for gathering and summarising data for reports. Capture registers on the relevant learning management system.

Education

• A degree/diploma in relevant field (Advantageous); Education and Training Development Practices (ETDP) (Essential); Maintain professional knowledge by reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies (Essential); Accredited Moderator (Advantageous) Accredited assessor (Advantageous)  (Required)

Experience

• 2 to 4 years’ experience as a facilitator or educator within the Learning and Development field (Essential). Experience with facilitation of leadership development programmes (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.
• TECHNICAL COMPETENCIES Direct Sales
• Works with guidance to maximize the volume and value of direct sales.
• Verbal and written Communication
• Use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Proficient in any of the South African languages, in addition to English.
• Computer and System skills
• Support business processes by understanding and effectively using standard
• office equipment and standard software packages.
• Proficient in MS Office; AS 400; Apollo; IEX; Datanet Dialer.
• Action Planning and work scheduling
• Works with guidance to develop appropriate plans or perform necessary actions
• based on recommendations, requirements and achieve performance targets by
• optimizing work scheduling.
• Customer and Market Analysis
• Conduct research and analyzes data with guidance in order to develop a
• comprehensive understanding of customer and market conditions that enables
• maximum return on investments.
• Knowledge of competitors.
• Operational Compliance:
• Identify and report potential risks or inadequate controls related to compliance or operational risks.
• Champion a culture of risk and compliance across the division.
• Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.

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

• Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Design software or customise software for client use with the aim of optimizing operational efficiency. May analyse and design databases within an application area, working individually or coordinating database development as part of a team. May supervise computer programmers.

Responsibilities

• Application Software Development
• Develop the most complex existing and new applications by analysing and identifying areas for modification and improvement. Develop new applications to meet customer requirements.
• Improvement / Innovation
• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.
• Applications Software Maintenance
• Monitor, identify, and correct more complex software defects to maintain fully functioning applications software.
• Testing IT Performance
• Perform website/applications software tests and respond to call log process to monitor, diagnose, and correct performance issues.
• Information Security
• Implement and provide input on the design of required security measures such as data leaks, message encryption, monitoring performance to notify security experts of any problems.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Continue to learn new languages/technologies.
• Organisational Capability Building
• Provide coaching to team members to develop their skills.
• 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.
• Application Software Roadmap
• Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritised in line with business requirements.
• Customer Service
• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries and investigating and resolving customer problems.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); A recognised software development certification/degree/diploma (Essential)

Experience

• 5 or more years experience using relevant programming languages or technologies (Essential); Azure experience (Advantageous).