Job Opportunities at Discovery Limited

Job purpose

Discovery Health has defined as one of its key objectives — the growth of the business and its earnings rom non-scheme business. This objective necessitates the development of new innovative health and wellness products that add value to employers, employees and individual members. This strategic thrust will enable richer integration of Discovery Health as a key strategic partner in the comprehensive management of the health and wellness of its clients. Leveraging Discovery's unique IP and shared value model, Discovery Health will drive to grow in new markets and be a leader, offering superior and innovative products and achieving the greatest market share. Employee Health Solutions is an area that houses Discovery Health's new market businesses, including:

• Healthy Company
• Flexicare
• Prepaid for corporates
• Trauma
• Gap Cover
• Healthcare fund

And any other solutions that may be developed in future to add value to employers and their employees

The Segment Support Manager will support the Managing Executive within the New Markets Division, Employee Health Solutions portfolio by:

• Taking ownership of projects that support the realisation of segment strategies;
• Enable and operationalise strategic initiatives of the New Markets division with segment nuances.
• Provide support to ensure the acquisition of new business and activities that support new business development

Key Outputs may include but are not limited to:

• Assist in the development of a Customer Value Management (CVM) strategy and leverage key insights and advanced analytics
• Develop base management strategy and implementation of activities across the segment and sub-segments for customer revenue enhancement, base retention and churn control.
• Performance of customer behavior analysis and create, execute and monitor strategic interventions/campaigns for retention, churn and cross sell
• Regularly track and manage churn process, understand trends and dynamics
• Provide ongoing strategy and intervention reporting, analysis, and insights
• Monitor interventions, such as campaign performance, on an ongoing basis and continuously optimize tactics to improve effectiveness in achieving targets
• Gather, review and organize segment customer data and profiles into segments.
• Grow the value of the in-life revenue and loyalty of the customer base.
• Lead in the design, implementation and execution of segment targeted strategies to achieve revenue targets
• Monitor and ensure all strategies deployed, interventions and campaigns developed by are reliably executed in systems and other customer touch points
• Detailed research and analysis to provide substance to the ideas and direction of the employer executive team;
• Project ownership and or project management of strategic initiatives;
• Management of business reporting and compliance for the business to internal and external stakeholders;
• Input into operational design and process efficiencies;
• Preparation of proposals for strategic partnerships, new business and new products for both external and internal distribution;
• Support product design and guide and influence design of processes to enable delivery
• Collaborating with teams such as R&D, marketing, sales and corporate relationship management to ensure that the strategy and set standards are achieved.

Role Specific Attributes

• Exceptional analytical, problem solving and research skills into segment insights;
• Creative thinking and the ability to operationalise innovation;
• An ability to deal with complex issues as well as migrate between detail and high level requirements;
• Drive and commitment to exceed expectations.
• Reliability and dependability — can be counted on;
• Ability to influence and negotiate with impact across divisions and teams at all levels, and with external parties;
• A thorough understanding of business dynamics and strategic challenges;
• Sophisticated written and verbal communication skills for executive-level internal and external delivery;
• Commitment to excellence and;
• An ability to deal with ambiguity and continuous change.

Work Experience

• A minimum of 7 years in Customer Value Management (CVM) and at least the last 2 years in a leadership role.
• A minimum of 3 - 4 years Health Care and Insurance business experience with clear leadership responsibility for key business objectives
• Strong experience in customer experience and journey, churn retention, campaign management and customer lifecycle management.
• Extensive experience in the management of the Corporate or Employer client segment advantageous (design and penetration of employer solutions)
• Extensive business and/or technical experience with a proven track record of innovation, delivery, and performance

Technical Skills or Knowledge

• Insights into the corporate/employer segment and solution
• Analytical thinking and ability to formulate compelling business cases
• Expertise in Customer Value Management (CVM) strategy and leverage key insights and advanced analytic

Education

• A completed business-related tertiary qualificati

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Key Outputs may include but are not limited to:

 (Please note that only the first 8 Key Outputs will be entered into SmartPeople)

OUTPUTS

• Passion for service excellence and people
• Adhere to the frontline grooming and service requirements of Discovery as stipulated in the employee SOP
• Assist and direct walk-in guests to relevant areas at 1 Discovery Place
• Contact hosts for guests needing to go to access controlled areas
• Sign guests in who will be passing through access control
• Provider support and direction for meeting room queries
• Log calls for all relevant issues at reception (cleaning, maintenance IT etc.)
• Ensure professional and friendly relations with peers
• Share all relevant information for the frontline with peers nationally
• Ensure punctuality with regards to shifts
• Assist with ad hoc business requirements as and when necessary

 
Person Details

Work Experience

Required

• 2 years face-to-face client services
• Preferred (would be advantageous)
• 3 years face-to-face client services
• Education / Qualifications / Accreditations with Professional Body

Required

• Matric
• Preferred (would be advantageous)
• Customer Service Certification
• Technical Skills or Knowledge
• Proficiency Level

Required

• Microsoft Office (Word, Outlook, Excel, Powerpoint)
• Intermediate

Preferred (would be advantageous)

Microsoft Office (Word, Outlook, Excel, Powerpoint)

Advanced

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 accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of responsibility may include but not limited to

• Acknowledgement of all incoming Contact Channel Incidents and Requests in line with contracted SLAs.
• Accurate logging of all incoming Contacts in the mandated Service Desk Management Tool.
• Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
• Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
• Attempt First Call Resolution on all Contacts deemed First Line Resolvable.
• Execute Functional Referral (assignment) of all Contacts not Resolved at First Line to the correct Servicing Team for action.
• Monitor resolution progress, provides updates on Contacts when requested and executes Hierarchical Escalation on Contacts if they are urgent or have breached contracted SLA.
• Monitor and manage all Group Nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
• Provide appropriate input to the Knowledge Base.
• Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Desk Management tool.
• Acknowledge any Complaint and attempts to provide a Resolution at First Line. Should First Line not be possible, executes Hierarchical Escalation to ensure the Complaint is Resolved.

 (Note: This position is shift based).

Personal Attributes and Skills

• Attention to detail.
• Ability to translate the Customer’s experience and symptoms into meaningful information that aids resolution activities.
• Ability to understand impact and urgency in order to assign relevant priorities.
• Strong verbal and written communication skills.
• Strong technical competencies.
• Able to work in a highly pressurized environment with high volumes.
• Takes initiative and works under own direction. Takes ownership and responsibility for work and sees it through to resolution

Education and Experience

• Matric
• A+, N+, MCSE
• Diploma in Information Technology*
• Previous IT Service Desk / Helpdesk Experience

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.

go to method of application »

Key Purpose

To Supervise team/s effectively, using standard processes to ensure the smooth and efficient running of the department operations.

Areas of responsibility may include but not limited to

• Supervision of 2 to 5 people.
• Monitor team performance and activities
• Effective capacity planning to ensure that business processing is not disrupted
• Regular feedback to sub-ordinates, as a minimum apply the documented performance management practices used by Discovery.
• Achieve targets agreed to between line manager and yourself, by using the resources allocated to you
• Manage own and the work of others.
• Liaison with Franchises/Broker/Agents/Clients on all queries to resolution
• Managing Complaints and Escalations
• Staff development, coaching and training
• Analyse processes and identify need for risk reduction or efficiency opportunities.
• Ensure adherence to processes and procedures. Identify need to create or amend. Own and manage the change requirement and implementation.
• Stimulate positive team performance
• Coordinate team meetings
• Ensuring continual Communication between management and the team
• Ensuring Compliance and legislative issues are adhered to
• Compiling Process and procedure guides for New Business
• Develop succession plans and implement.
• Monitor people performance, determine appropriate performance management action and execute. Reward or discipline when necessary.
• Manage projects relevant to your team and ensure delivery within the agreed timelines

Personal Attributes and Skills

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver

Additional Attributes

• Planning, Organising and Control
• Communication
• Presentation
• Customer focus

Education and Experience

• Matric
• Degree or relevant industry related qualifications
• 3-5 years Administration experience within LISP Industry

Computer Literacy in the following:

• MS Outlook
• MS Word

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.

go to method of application »

Key Purpose

Provide analytical capabilities to the Personal Lines Pricing team through predictive modelling exercises and in-depth analytical investigations.

Areas of responsibility may include but not limited to

• Assist with the development and enhancement of pricing models for existing and new products.
• Monitoring the performance of predictive models.
• In depth analytical support for strategic initiatives to grow and sustain the business

Qualification and Experience (Advantageous)

• Degree in Actuarial Science and/or Mathematical Statistics/ Computer Science or Strong mathematical/economics candidate (Essential)

• Min 5+ completed CT subjects
• 2-4 years’ experience in short term insurance pricing – essential
• Honors (Advantageous)

Competencies

• Deciding and initiating action     
• Working with People
• Presenting and Communication Information
• Writing and Reporting
• Analysing
• Creating and Innovating
• Following Instructions and Procedures
• Entrepreneurial and Commercial Thinking

Skills

• Technical / Statistical skills
• Leadership skills
• Data management skills
• Modelling skills required:
• Emblem
• Radar
• Programming skills:
• SQL
• Microsoft Office (Excel, PowerPoint, and Word) – advanced level of Excel