Job Opportunities at Telesure Investment Holdings (TIH)

Job Purpose

Plan, direct, or coordinate marketing strategies, policies and programs, such as determining the demand for products and services offered by a firm and its competitors, and identify potential customers. Ensure effective campaign planning and execution, against set targets and budgets, with a clear focus on acquisition and cross selling.

Responsibilities

Marketing Campaign Development

• Coordinate activities of subcontractors and suppliers and act as their primary point of contact while working within an established contract to deliver successful advertising/promotion/other marketing campaigns. Define, implement and maintain a suitable campaign methodology to ensure efficient campaign execution in line with marketing plans.

Marketing Execution

• Deliver specified outcomes and provide others with expert advice while working within established marketing programs. Implement multiple test and control campaigns across the various direct marketing channels with the ability to track and report on learnings.

Project, Program and Portfolio Management

• Plan and compile marketing plans in line with targets and budgets for direct marketing stakeholders. Advise and liaise with key stakeholders (sales managers, account managers etc.) on campaign information, strategy, trend analysis and best practice. Accountability for campaign strategies in order to drive long and short term business objectives.

Budgeting & Costing

• Track budgets and report variances to marketing department. Provide input on budgets for each brand and product line. Ensure maximum return on investment from the campaigns for all direct marketing stakeholders.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Conduct training intervention attendance. Ensure the application of training, initiatives and process changes. Taking career development and performance management seriously and look for ways to improve competence/results. Set own goals and work towards them. Continuous and constant improvement.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business. Responsibilities include processing cases, dealing with complex queries and investigating and resolving customer problems. Ensure that business objectives and personal delivery aligns to and meet customer service standards.

Improvement / Innovation

• Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services. Proactive analysis of business conducted monthly - considering feedback received, trends analysed and action plan put in place to test, improve, innovate systems, processes and communication. Find new ways of generating efficiencies and effectiveness across business / department.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Compliance

• Review non-compliance issues and find solutions to ad hoc problems within an assigned unit or discipline. Involves working under guidance and within existing compliance systems.

General Education

Grade 12/ SAQA Accredited Equivalent (Essential)

• A relevant 3 year Business related degree / diploma in Business Management and/or Marketing (Essential)
• General Experience
• 3 – 5 years Direct Marketing / Account / Campaign Management experience (Essential)

Managerial Experience

Experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (13 months to 3 years)

• SAQA Accredited Equivalent* - It is the onus of the applicant to provide TIH and its subsidiaries with certified evidence that their qualification(s) meet the equivalent NQF level required for this role at time of application.

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Job Purpose

Responsible for high quality software, governance and development standards and practices throughout the software development life cycle. Mentor and coach less experienced developers. Utilise knowledge of architectural patterns and practices. May analyse and design within an application area, working individually or coordinating development as part of a team. When required, design software or customise software for client use with the aim of optimising operational efficiency. Develop, create, and modify general computer applications software or specialised utility programs. Analyse user needs and develop software solutions. Review design and code changes and produce relevant technical and functional documentation.

Responsibilities

Technical Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the technical and architectural standards decided upon and provide technical leadership. Provide guidance to ensure the team delivers appropriate customer service levels at all times.

Organisational Capability Building

• Provide coaching to team members to develop their skills. Assist in identifying training needs as well as skills improvement plans needed to improve and develop the team's skills.

Data Collection and Analysis

• Use data from a wide range of sources to analyse key themes and identify possible impacts on the business.

Applications Software Review

• Review, identify, and correct the most complex software defects to maintain fully functioning applications software.

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.

Quality

• Play an important part in the development of quality procedures and standards by certifying technological processes, qualifying products and supervising tests. Responsible for high quality software, governance and development standards and practices throughout the software development life cycle.

Application Software Development

• Design, review and when required, guide development of 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 and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager.

Testing IT Performance

• Implement monitoring and ensure quality of website/applications software tests. Monitor, diagnose, and correct performance issues. Responsibilities may include dealing with complex queries and investigating and resolving system/application problems.

Personal Capability Building

• Act as subject matter expert in several areas of technology. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

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 and Peer Service

• Provide a quality service to peers and customers while identifying opportunities to provide technical solutions and guidance.

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Job Purpose

Manage a team of Customer Services Consultants to ensure effective delivery of service to all levels of inbound and outbound client interactions.

Responsibilties 

Operations Management

• Provide operational support services and sometimes act as first-line supervisor of a transactional operations area. Involves using existing systems and protocols.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Performance Management

• 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, appraisal and ongoing individual coaching to maintain service delivery standards.

Customer Service

• Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues. Clients treated according to Treating Customers Fairly principles.

Stakeholder Engagement

• Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Liaise with relevant internal stakeholders to ensure service delivery, addressing any policy, system or process concerns.

Insights and Reporting

• Prepare and coordinate the comprehensive completion of various data and analytics reports. Present these at management meetings along with recommendations.

Personal Capability Building

• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Client & Supplier Management (External)

• Help senior colleagues manage client and customer relationships by using relevant client platforms.

Operational Compliance:

• Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.

General Education:

• Grade 12/ SAQA Accredited Equivalent (Essential)
• RE5 (Essential); FAIS Accredited - Minimum 120 credits (Essential)
• Advanced Certificate/Degree in related field (Advantageous)

General Experience

• 3 or more years Customer Service experience (Essential)
• Experience in a Long Term Insurance environment (Advantageous)

Managerial Experience

• 2 or more years people management experience (Advantageous)