Job Opportunities at Discovery Limited

Job Purpose

• The Credit Risk Collections team is responsible for the development and implementation of Collections Strategies, tracking and optimizing the strategies to make sure that they are relevant and effective. The aim is to minimize credit losses by guiding the Collections activities in the Operations space through data and insights to make sure that the right treatment is given to the right customer, in turn making sure that the resources are optimally used.

Areas of responsibility may include but are not limited to

Collections Strategies Optimisation

• Validation of existing and newly rolled out strategies to make sure that the system is executing the strategies as intended.
• Propose New Strategies based on review of existing strategies through in-depth analytics to identify opportunities.
• To make sure that Operations is focusing on the correct delinquent accounts.
• Create and maintain forecast models for future bad rates.
• Building of propensity models that will predict future outcomes.

Operations Optimisation

• Develop MI that enables an optimal measure of the Operations areas (including external vendors) by using scientific measures that drive high Collections yields.
• Setting of targets and KPI’s in line with Impairment budgets.
• Use data-orientated approach to assist Operations with capacity planning

MI and Reporting

• Prepare monthly performance review deck for senior management
• Provide in-depth analysis focused on unpacking any concerning trends observed and recommendations on the possible solutions
• Preparing of Regulatory Reports

Stakeholder Engagements

• Engage with IT on issues relating to system incidents, implementation of new strategies etc.
• Engage with Operations and EDC’s on Performance and guidance around where focus is required and capacity planning, and implementation of changes where required

Personal Attributes and Skills

• Resourceful and tenacious
• Self-motivated
• Focused on driving results
• Detail-oriented
• Organised and process oriented; ability to multi-task and manage time effectively
• Ability to convey complex data in a concise understandable manner and distil the key messages
• Strong problem-solving skills
• Ability to work effectively across varying levels of Management and multi-disciplinary teams
• Good and clear written style.
• Strong verbal and written reporting skills.
• Quantitative/qualitative analytical skills

Education and Experience

• Relevant Bachelor’s Degree (BSc, BCom, B Bus Sci, B Eng.)
• Minimum 2 years’ analytical experience on a consumer portfolio (credit cards, loans), preferably within a Credit Risk Space
• Programming capabilities in SAS / R / Python / VBA
• Experience in data manipulation and application of statistical tool like SAS and SQL.
• Retail banking experience is preferred
• Skilled in Microsoft products, particularly PowerPoint, Word, Excel and Access

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Job Purpose

• To provide/facilitate data-driven and quantitative analysis that informs credit risk management strategies and processes across the credit life cycle (i.e. Origination, Account Management and Collections) and to work in collaboration with team members that engage in the above analysis. The focus of this role will be on Account Management.

Areas of responsibility may include but are not limited to

Work and collaborate on the following account management activities that directly impact the financials:

• Develop mathematical and statistical models for risk quantification in accordance with relevant modelling methodology and guidelines.
• Development and implementation of the high risk account management strategy, limit increase strategy and forced limit decrease strategy for risk management in accordance with the relevant guidelines.
• Monitor and run assurance on system functionality than enables the facility structure that is the core component of the credit product.
• Provide meaningful insights, trends and recommendations with the objective of informing credit policy and business strategy through analytical methods.
• Create business reporting that is of a consistently high quality and standard to inform and/or drive business processes.                                        
• Evaluate profitability of current policy / rule sets, generate and evaluate alternatives.
• Conduct detailed analytical work with a high level of accuracy in order to deliver high level results to senior management.
• Responsible for managing issues through to resolution.

Working with other team members within the Credit Team to ensure:

• The management of key stakeholder relationships. (i.e. Product, Credit Ops, EIS, System)
• Effective team management to produce results in line with strategy.
• Improved processes and a collaborative working culture.

Personal Attributes and Skills

• Resourceful and tenacious
• Self-motivated
• Focused on driving results
• Detail-oriented
• Organised and process oriented; ability to multi-task and manage time effectively
• Ability to convey complex data in a concise understandable manner and distil the key messages
• Strong problem-solving skills
• Ability to work effectively across varying levels of Management and multi-disciplinary teams
• Good and clear written style.
• Strong verbal and written reporting skills.
• Quantitative/qualitative analytical skills

Education and Experience

• MSc/ BSc (Hons) in Statistics/ Actuarial Science/ Financial Maths/ Applied Maths
• At least 1-2 years of experience in relevant field (e.g. behavioural credit scoring, credit risk management processes across the credit life cycle)
• Programming capabilities in SAS / R / Python / VBA
• Retail banking experience
• Strong track record of professional performance
• Skilled in Microsoft products, particularly PowerPoint, Word, Excel and Access
• System knowledge, preferably system implementation experience

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Key Purpose

• To deliver world class service to all Discovery Health Members, Providers, Employer groups, and  Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.

Key outputs

The successful applicant will be responsible for but not limited to the following job functions:

• Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
• Servicing our members in a customer centric way to ensure that we live by our service principles
• Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
• Achieving and exceeding key performance metrics relating to service delivery

Competencies and Skills

Behavioural Competencies

• Delivering results and meeting customer expectations
• Presenting and communicating information
• Writing and reporting
• Analysing
• Deciding and initiating action
• Working with people
• Achieving personal work goals and setbacks
• Following instructions and procedures

Skills

• Excellent verbal and written communication skills;
• Excellent administration skills;
• MS Office and PC literate
• Time Management

Personal Attribute and Skills:

• Customer Centric
• Empathetic

Education and Experience

Education:

• Matric with Mathematics or Accounting
• Having a achieved a minimum of 50% in English in Matric
•  Basic MS Office Skills

Experience

• At least 12 months working experience in a customer services environment

Advantageous

• The Business Writing Skill

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Key Purpose of the role

• The position is responsible for managing a smaller team, responsible to load and process all Umbrella new business applications, scheme installations, invest contributions and set up participating employer renewals, within the Retirement Funds business unit. This is a core administration team leader function, and the incumbent would be required to holistically manage, control and understand a portfolio of different Retirement Fund disciplines, for example monthly contributions, claims, investment option, individual transfer in, section 14, section 28 Liquidation, deregistration processes. The incumbent must ensure that the processes and procedures are implemented, maintained and improved, in order to ensure that the team managed are able to conduct the operational activity within regulatory frameworks, accurately, effectively and efficiently. Align processes with the company strategy. The incumbent must ensure that the team has the knowledge, skills, tools and competencies required to perform the required job within service level agreements. Create an environment that support individual performance and a culture of continuous improvement. The incumbent must have an appetite to be part of a growing new business unit, able to adapt to change easily and drive change management within the team, challenge the status quo, motivate and inspire the team. The incumbent will continually review existing processes and procedures in order to ensure the delivery of committed services to the Umbrella Funds.

Areas of responsibility may include but not limited to

• Manage adherence to Service Level Agreement. Implement processes and procedures and ensure all services in respect of the operations of Umbrella Funds are conducted timeously and efficiently.
• Dealing with the full Human Resources function for staff managed. Ensure others are trained on the processes and systems. Provides staff with clear direction. Sets appropriate standards of behaviour and outputs.  Delegates work appropriately and fairly. Motivates and empowers others.
• Ensure that new client installations, installations changes and scheme renewals are accurate, compliant and abreast with regulatory frameworks such as, Pension Funds Act, Tax Act, Rules of the Discovery Life Umbrella Pension and Provident Funds, Participating employer special rules.
• Ensures delivery of key operational attributes such as data completeness and data quality.
• Responsible to maintain and update Standard Operating Procedures (SOP’s) in line with business process developments and system enhancements. Assist with audits and appropriate responses to audit queries.
• Ensure regular, comprehensive and appropriate management reports are generated for submission to line manager and the broader business.
• Ensure productivity levels are optimised.
• Dealing with escalated calls or queries from internal stakeholders, communicate effectively with clients to resolve queries and escalations, ensure client expectations are met.
• Develop and maintain excellent business relations with internal and external brokers.
• Managing projects.
• The incumbent is the Subject Matter Expert in Retirement Fund areas under management. Produces new ideas, approaches or insights. Produces range of solutions to problems and do root cause analysis. Effective decision-making by “out of the box” thinking and weighing up risks involved.

Personal Attributes and Skills      
The successful candidate must demonstrate the following competencies:

• Communication Skills: able to communicate clearly both verbally and in writing.
• Reporting Skills: ability to consolidate information and compile reports reflecting the necessary relevant information
•  Ability to communicate logically and objectively is essential components of this role.
• Attention to detail
• Very organised
• Conflict Management
• Expresses opinions, information and key points of an argument clearly.
• Probes for further information or greater understanding of a problem.
• Relates well to people at all levels.

Education and Experience

• NQF level 5 equivalent qualification – Essential. 
• 3 – 5 years operational team management experience – Essential
• 5 - 10 years retirement funds experience with a specific focus on Indexing, Benefit Payments for Retirements, Withdrawals, Death, Divorce and Disability Claims - Essential
• NQF level 6 or B Com degree or similar is advantageous
• Relevant Industry Qualifications – Wealth Management, Introduction to Retirement Funds - Advantageous
• MS Office - Advanced Excel skills, Accounting, Investments, People management, operational processes and process mapping. Retirement Fund and Umbrella Fund operations.
• Full compliance and legislative universe relating to employee benefits, FAIS and Umbrella Funds.
• 3 - 5 years’ experience in the employee benefits, retirement fund and umbrella industry. 3  years in a management role, 5 years in a senior role

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Key Purpose

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

Areas of responsibility may include but not limited to

• Supervision of 8 to 15 people. Typically, 8 people in 1 team.
• 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 DCS Franchises/Broker/Agents/Clients on all queries to resolution,
• Managing Complaints and Escalations
• Staff development, coaching and training
• Analyze processes and identify need for risk reduction or efficiency opportunities.
• Ensure adherence to processes and procedures
• 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 servicing
• Develop succession plans and implement.
• Monitor people performance, determine appropriate performance management action and execute.
• Manage projects relevant to your team and ensure delivery within the agreed timelines

Personal Attributes and Skills

• Highly developed writing, communication and presentation skills
• A proven track record in the LISP environment
• Problem solving and analysis
• Self-managed
• Ability to Plan, organize and Control.
• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Financial Acumen

Education and Experience

• Matric
• A minimum of 3 -5 years working experience in an Investments Senior Administrator role within a LISP
• A minimum of 2 – 3 years working experience in a Team Leader role
• Extensive LISP Administration and process knowledge
• Exposure to a Fund Administration/Pricing System
• Knowledge and working experience in Discovery with relevant product knowledge as well as inter departmental knowledge, knowing how the business fits together

Computer Knowledge Essential:

• General Computer Literacy with excellent Excel, Word Proficiency, and outlook
• Desirable : Paradigm, Compass