Job Opportunities at Discovery Limited

Key Purpose

• The outbound concierge consultant significantly enhances the member’s experience by promoting and facilitating the use of digital servicing assets. This is done by engaging with the designated members through the most appropriate channels.

      
Key Outputs

• The successful individual will be required to perform on, but not limited to the following key outputs:
• Orientate designated groups of Health members to digital channel platforms, before they realise the need for information and assistance.
• Gauge the members existing level of digital proficiency.
• Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms.
• Make use of a multi-channel approach in engaging with the members.
• Improving client experience
• Manage and facilitate resolution of client queries and issues in relation to accessing the digital channels and platforms.
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service.
• Gather data and information on client needs and experiences of the existing digital channels and platforms.
• Provide structured feedback to relevant stakeholders regarding digital channel  enhancement opportunities and evolving members needs.
• Servicing our members in a customer centric way to ensure that we live by our service principles
• Ensuring excellent quality service to all members

      
Competencies

Behavioral Competencies

• Digitally savvy
• Ability to sense and interpret levels of readiness to adopt a particular digital channel.
• Customer Centric
• Ability to transfer and relay information on various levels
• Probes for further information or greater understanding of a problem
• Can facilitate skills transfer using multiple channels
• Adapts to changing circumstances
• Promotes ideas on behalf of self or others
• Takes initiative, acts with confidence and works under own direction
• Initiates and generates activity
• Upholds ethics and values
• Demonstrates integrity
• Establishes good relationships with members
• Assertive and confident
• Diplomatic and tactful
• Speak fluently (accent neutral) English/Afrikaans

Knowledge

• Experience in an outbound tele-sales environment
• Experience in the financial services industry 
• Discovery Health product experience

Skills

• Time Management
• Verbal and written communication
• Interpersonal skills

Qualifications & Experience

Essential

• Matric
• Min 3 years’ call centre experience
• Knowledge of the Discovery systems
• Proficient in MS Office suite

Advantageous

• Minimum 12 months experience dealing with members/brokers
• Minimum 12 months credit control or related financial experience
• Face-to-Face experience
• Relevant tertiary qualification

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Job Purpose

The Discovery Retail Health Solutions business is looking to recruit an exceptional individual who will be responsible for managing and monitoring the strategies for delivering growth in the retail health solutions space. The Retail Health Solutions business is focused on new markets, particularly individuals who are currently uninsured, aiming to grow into this space with the newly developed, innovative health and wellness products that Discovery has on offer. Retail Health Solutions is an area that houses Discovery Health's new market businesses, including:

• Flexicare
• Prepaid
• Trauma
• Gap Cover
• and any other solutions that may be developed in future to add value to this market

We are looking for a smart, self-driven person who is a natural problem solver and who delights in being challenged and innovative in a results driven manner.  This is a rare opportunity for someone who wants to walk the path of developing a new market as you venture into a stimulating and exciting career.

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

• Taking ownership and driving the portfolio strategies to implementation
• Managing the day-to-day execution of projects with multiple teams across the business
• Designing and executing a customer value management framework
• Identifying opportunities for business improvement and efficiencies
• Provide support to ensure the acquisition of new business and business imperative projects.

Key Outputs may include but are not limited to:

• Preparation of proposals for strategic partnerships, new business and new products for both external and internal distribution.
• Assist in the development of a Customer Value Management (CVM) framework leveraging key market insights and advanced analytics.
• Implement the CVM framework leveraging the key areas across the business.
• Pro-actively design, create, execute, and monitor strategic interventions/campaigns for retention, churn and cross sell.
• Continuously optimize tactics to improve effectiveness in achieving targets.
• Regularly track and manage the performance of the CVM, retentions, sales levels
• Understand the market trends and dynamics, and gather, review and organize segment customer data and profiles into segments.
• Collaborating with teams such as R&D, marketing, sales and operations to ensure that the strategy and set standards are achieved.
• Input into operational design and process efficiencies.
• Project ownership and/or project management of strategic initiatives.
• Support product design and guide and influence design of processes to enable delivery.
• Provide ongoing reporting, analysis, and insights.
• Detailed research and analysis to provide substance to the ideas and direction of the employer executive team.
• Business reporting and compliance for the business to internal and external stakeholders including board meetings, regulatory engagements and excos .

Role Specific Attributes

• Strong analytical, problem solving and research skills
• The ability to think creatively and pursue innovative, alternative approaches
• An ability to deal with complexity, ambiguity and constant change
• An ability to deal with complex issues as well as migrate between detailed and high level requirements
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• A keen interest and deep understanding of business dynamics and strategic challenges
• Ability to influence and negotiate with impact across divisions and teams at all levels, and with external parties
• Sophisticated written and verbal communication skills for executive-level internal and external delivery
• A passion for personal development and growth, with a high learning potential
• A commitment to excellence and high-quality delivery
• Energy, enthusiasm and the need to want to find the “fun” in the work
• Drive and commitment to exceed expectations- the desire to be the best
• Reliability and dependability — can be counted on

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 Healthcare and/or Insurance business experience with clear leadership responsibility for key business objectives
• Strong experience in retail customer experience and journey, churn retention, campaign management and customer lifecycle management.
• Advantageous: Experience in the management of a retail insurance product with a proven track record of innovation, delivery, and performance
• Advantageous: Management consulting or telecoms industry background

Technical Skills or Knowledge

• Insights into the uninsured segment
• Developing customer value management
• Analytical thinking and ability to formulate compelling business cases
• Expertise in Customer Value Management (CVM) strategy and leverage key insights and advanced analytics
• Excellent PowerPoint skills

Education

• A completed business-related tertiary qualification or actuarial qualification (with intentions of gaining non-traditional business experience)

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Key Purpose

• Performing a leading role in conceptualizing and managing projects within the Special Projects team in Discovery Health. The ideal candidate will have 3-5 years of relevant experience in either consulting, or engineering; excellent communication and collaboration skills; a passion for details; and proactive problem solving.

Areas of responsibility may include but not limited to

• Helps direct reports to identify the key problems - including directional changes to the project if needed - and guides them to a useful and time-efficient structure for analysing the problem, pushing beyond the obvious.
• Consistently guarantees reliability of team analyses and conclusions drawn from them.
• Provides quality assurance on data collection, and helps identify creative sources of data.
• Ensures soundness of findings and practicality of recommendations for implementation.
• Presents and facilitates effectively, adapting to different audiences and handling difficult situations.
• Ensures the quality of written communications, including appropriateness for audience, clarity, succinctness and accuracy of the communication.
• Leads development of complete communications strategies, going beyond presentations and reports where needed.
• Demonstrates breadth of understanding across multiple content / functional areas.
• Uses expertise in technical areas to enrich projects.
• Manages relationships with senior level stakeholders effectively, building long-term relationships that encourage them to seek out Special Projects when they require support.
• Acts as a project owner for multiple projects with an ability to oversee large complex projects with minimal support from DGM.
• Provides leadership to team in handling complex/political client situations with positive outcomes.
• Shows sophistication in scoping and managing projects to mitigate risks.
• Provides timely and appropriate guidance to team members.
• Works effectively as a team with project owners or sponsors.
• Committed to building the skills of others and spending time coaching them; perceived as a mentor and leader.
• Able to bring out best in a team by empowering them and supporting them as needed; elicits active participation and creative contributions from team members
   

Personal Attributes and Skills

• Strategic thinking
• Inspirational Leadership
• Relationship building and networking
• Ability to innovate
• Customer centricity
• Creative and innovative
• Problem solving and analysis 
• Delivering results and meeting customer expectations
• Effective communication across multiple formats and audiences
• Adapting and responding to change
• Commercial thinking
• Applying expertise and technology

Education and Experience

Outstanding academic qualifications

• 4 year analytical degree
• Related professional experience
• 3-5 years of management consulting experience is essential
• Advanced proficiency in MS Word, MS Excel and MS Powerpoint
• Strong track record of professional performance