Job Opportunities at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Support the claims handling philosophy and supply strategy by mitigating risk of vehicle spend (quantification, identification and validation of vehicle). All services are delivered against agreed service and functional standard.

RESPONSIBILITIES

Operations Management

• Provide operational support by performing a range of route activities using existing systems and protocols.Make fair, honest, accurate reasonable cost related decisions through the vehicle claim life cycle. Accurate quantification, identification and validation of vehicles.

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. Consistently provide service in accordance to the pre-agreed service and functional standards.
• Provide all-round service at various locations / interaction points: drive-in centers, on the road, self-assessment (desktop assessment), digitalassessments and “country trips”.

Client & Customer Management (External)

•  Help senior colleagues manage client and customer relationships by using relevant sales or client systems. Effectively engage with the customers, consistently demonstrating all the TSW behaviours, and deliver service that goes beyond what is expected (more than just the claim).
• Effectively build, maintain and manage relationships with service providers and customers.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered. Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements. Conduct workload activities in most efficient and cost-effective manner.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Internal knowledge and skills of industry methods and process not relying on partners / industry to advise and dictate.
• Specialize in specialist vehicle knowledge and apply skills to optimize repair cost.

Organizational Capability Building

• Provide coaching to team members to develop their skills

Requirements
EDUCATION

General Education

• Grade 12 / SAQA Accredited Equivalent (Essential); VDQ (Vehicle Damage Quantifier) Qualification (Essential); Mechanical Engineering / Panel beating N2/ N3 level / (Advantageous)

EXPERIENCE

General Experience

• 5 - 10 years’ work experience in the following (Advantageous):Workshop / Motor Industry experience Front line / client relationship experience in a panel beating environment. Practical panel beating, spray painting, mechanical and electrical experience Assessing experience at a short term insurer ,Estimating in a panel beating environment.

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JOB PURPOSE

• The Third-Party Liabilities Consultant is required to administer third party claims against clients, and thoroughly investigate quantum and merits.

RESPONSIBILITIES

Data Collection & Analysis

• Collate and analyze data using pre-set tools, methods and formats to investigate claims.
• Involves working independently.
• Ensure all data is captured and assessed fully and accurately.

Administration

• Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SOP's.
• Ensure cost saving for business through effective apportionment of third party claim.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.
• Ensure regular feedback is given to clients (third party).

Work Scheduling

• Organize own work schedule in order to get the job done, coordinating with support services and completed work within SOP.

Correspondence

• Prepare tailored correspondence to third party claimants and stakeholders.
• Maintain and improve client relationships. Build effective working relationships with third parties (incl. insurance companies) and Attorneys.
• Build and maintain effective working relationships within TIH (Claims, Assessing, Policy Services and Legal Department).

Document Management

• Create, organize and maintain files containing the correspondence relating to policies and matters.

Document Preparation

• Prepare and manage claim documentation for customers.
• Personal Capability Building
• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Ensure up-to-date knowledge of company products, systems and procedures.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
• Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Ensure fast, efficient and fair settlement procedures are followed.
• Assure all work meets technical / operations standards for quality.

TASKS

• Enter claims information into database systems.
• Calculate amount of claim.
• Attach information to claim file.
• Transmit claims for further investigation.
• Contact insured or other involved persons to obtain missing information.
• Review insurance policy to determine coverage.
• Organize or work with detailed office records, using computers to enter, access, search or retrieve data.
• Provide customer service, such as limited instructions on proceeding with claims or referrals to auto repair facilities or local contractors.

Requirements
EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• STI Qualification (Advantageous);
• LLB/Legal Certificate (Advantageous)

EXPERIENCE

General Experience

• 1 to 3 years Claims Experience (Essential); 1 or more years’ experience in experience in insurance / financial / legal environment (Essential); Experience in call centre environment (Advantageous)

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JOB PURPOSE

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

RESPONSIBILITIES

Application Software Development

• Develop 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.

Applications Software Maintenance

• Monitor, identify, and correct straight forward software defects to maintain fully functioning applications software.

Testing IT Performance

• Perform routine website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.

Information Security

• Implement required security measures such as firewalls or 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 understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Organizational Capability Building

• Provide instruction and informal advice to less experienced colleagues within the team to develop their skills. Operational Compliance Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Application Software Roadmap

• Maintain road map to facilitate application software development and ensure the development work is prioritized in line with business requirements.

Customer Service

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

GENERAL EDUCATION

• Grade 12/ Matric Certificate (Essential)
• A recognized Software Development Certification/ Diploma/Degree (Essential)

GENERAL EXPERIENCE

3 or more years’ experience using relevant programming languages or technologies:

• Angular
• AngularJS
• .NET
• C#

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JOB PURPOSE

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

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 organization'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.

Organizational Capability Building

• Provide coaching to team members to develop their skills.

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.

Application Software Roadmap

• Contribute to and maintain road map to facilitate application software development and ensure the development work is prioritized 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.

Requirements
GENERAL EDUCATION

• Grade 12/ Matric Certificate (Essential)
• A recognized Software Development Certification/ Diploma/Degree (Essential)

GENERAL EXPERIENCE

5 or more years’ experience using relevant programming languages or technologies (Essential):

• Angular
• AngularJS
• .NET
• C#
   

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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 either as a first point of contact.

Customer Needs Clarification

• 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 needs, 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 organization'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 callback 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 organization 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 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.

Requirements

EDUCATION

• General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential); Regulatory Exam 5, dependent on DOFA date (Essential); Full 150 STI credits, dependent on DOFA date (Essential); Degree and/or diploma in business/marketing (Advantageous)

EXPERIENCE

• General Experience 1 year call centre sales experience 

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Description

• Collections Expected Behaviour: Target: Mean of the brand Description: Derived from PBR calculation Productivity Expected Behaviour: Target: Mean of the brand Description: Derived from PBR calculation Personal Development Plan Implementation (Own) Expected Behaviour: Target: PDP in place Discription: Ensuring all PDPs are in place Registrations Expected Behaviour: App registrations/Downloads As Required Business Unit App Registration/Download Figures Adherence Expected Behaviour: Target: 95% Schedule Adherence Description: Average time out of Schedule per Day over Quarter Compliments Expected Behaviour: Target: Average 6 Compliments per Quarter Discription: Total number of Compliments received over the Quarter on average per Team Absenteeism Expected Behaviour: Taget: <3% Discription: Ratio of Unplanned Absence Days over Worked Days Assessments Expected Behaviour: Target: 80% Pass Rate Discription: Assessments completed over the Quarter Learning and Development Expected Behaviour: Target: As required Discription: Linkedin Learning/CPD Hours Completed over the Quarter SQA Average (Business) Expected Behaviour: Target: 5 Error Points Discription: Average Score received from SQA department for the Business Section SQA Average (Compliance) Expected Behaviour: Target: 5 Error Points Discription: Average Score received from SQA department for the Compliance Section WHU/CES Expected Behaviour: Target: 9,1 Discription: Average Score received from Customers Complaints/Service Failures Expected Behaviour: Target: 0 Complaints in the Quarter Discription: Total number of complaints / servicew failures in a quarter Time Keeping Expected Behaviour: Target: 3 Instances Discription: Late Coming Instances measured over the Quarter Conformance Expected Behaviour: Target:100% Description: Derived from PBR Caculation EBCX Results (Review) Expected Behaviour: Target: Mean of the brand Description: Derived from PBR calculation EBCX Results (Non Review) Expected Behaviour: Target: Mean of the brand Description: Derived from PBR calculation NBCX Results Expected Behaviour: Target: Mean of the brand Description: Derived from PBR calculation

Requirements

• Repalcement

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JOB PURPOSE:

• The Facilities Account Manager maintains, develops and manages the relationships with both new and existing partners, including but not limited to company management, organised labour and will also be responsible to negotiate policy payment via salary deductions of employees within those companies.

RESPONSIBILITIES:

Partner Relationships Management

• Manage ongoing relationships with identified partner verticals to ensure their needs are met. Leverage all available information from partners, the industry, and internally to ensure we are constantly reviewing departmental processes, systems, and protocols to improve efficiencies. Ensure that all partner’s products are updated, quoted correctly and queries are addressed and resolved timeously. Ensure continuous quality assurance in terms of product offering and partner service delivery through partner product testing on all relevant platforms. Ensure continuous communication with partners relating to outstanding items; go live dates, and dates of items to be removed. Manage and resolve all IT and system related queries with IT department & external partner IT department. Follow up internally on all outstanding items on the "to-do" list with the account administrator. Prioritize and manage product development tasks to ensure delivery and alignment.

Account Management

• Develop and Maintain current partner relationships. Ensure that regular meetings are set with partners to provide information on performance and assist with general partner services. Ensure effective partner service delivery and satisfaction is achieved through investigation, feedback and resolution. Create reporting and ensure the accuracy of all partner related reports before presenting these to the relevant partners. Negotiate fee structure with partners as and when necessary.

Opportunity Creation

• Develop a personal network within the business sector and represent the organization at business sector events. Obtain market intelligence and enhance the visibility and reputation of the organisation, its products, and its services. Research the feasibility of new potential partners to enhance the current business offering. Continuously approach and obtain new potential partners to increase business revenue. Ensure that the right products are added to the portfolio to reach business planned targets by mining existing partnerships and onboarding new partners.

Compliance

• Oversee legal agreements (Draft together with legal division.) Implement systems and procedures in line with best practice and ensure that these are clearly communicated, understood, and implemented with all relevant partners.

Solutions Analysis

• Analyse specific problems and issues to find the best solutions. Solutions could be technical or professional in nature. Analyse current performance inhibitors and find solutions to ensure business continuity. Provide themes, summary analyses, and recommendations for changes based on partner input.

Partner Service

• Play a key role in helping to achieve targets in areas such as revenue, marketing activities and conversion rates. Provide a quality service to partners while identifying opportunities to secure new partnerships or support retention of the partner. Responsibilities may include dealing with complex queries and investigating and resolving partner problems. Ensure that business objectives and personal delivery aligns to and meets the TSW principles.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Attend training interventions and apply training, initiative, and process changes. Take career development and performance management seriously. Look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement.

Project Management

• Develop and implement an established project management plan to achieve specific goals. Manage and drive all partner related projects to ensure all products adhere to business requirements.

Business Development

• Monitor and assess industry and market data and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed.

Partner Relationships Development

• Develop and implement a relationship management plan for partner accounts to identify and build relationships with relevant decision makers and influencers within the partner organization and to enable effective two-way flow of information and resolution of issues.

Financial Management & Control

• Track progress against budgets within established finance systems and report variances to more senior colleagues. Oversee the partner financials in terms of invoicing, statements and payments. Ensure resolution of all financial related queries. Meet revenue targets.

Requirements
General Education

• Grade 12/ SAQA Accredited Equivalent (Essential)
• A relevant 3 year Business related degree / diploma (Advantageous)

General Experience

• 3 – 5 years account / brand / partner management experience (Essential)
• Relevant experience within the Financial Services Industry and Marketing environment (Advantageous)

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JOB PURPOSE

• Provide support to senior analysts and managers within the General Insurance Actuarial team. Use statistical models to analyze data and calculate the probability of and costs associated with certain events.

RESPONSIBILITIES

Data Collection & Analysis

• Produce accurate reports for others by collecting data from a variety of standard sources and inputting it into standard formats. Extract and verify data used for actuarial models. Reconcile data/information against credible data sources (for example financials) to ensure the data is complete and accurate. Before data is used for analysis/ modelling, review and acquire signed-off from the Technical Manager.

Actuarial Modeling

• Assist in developing actuarial models and processes. Models to be fit for purpose and able to estimate the reality accurately. Regularly monitor Models to ensure model performance.

Insights and Reporting

• Extract and combine data to generate standard reports. Provide an ecosystem where data and data analysis is nimble and easy to access within the business. Ensure monitoring is accurate and complete and regularly validated against credible data sources. Review results on a regular basis and monitor against actuals across brands and distribution channels within the business.

Model Deployment and Testing

• Develop the monitoring processes to measure the performance of the model/ pricing under the guidance of the technical manager.

Improvement / Innovation

• Support others by implementing improvements and carrying out simple change management tasks. Ensure data processes are continuously maintained and kept up to date.

Operational Compliance

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Maintain standards of integrity and professionalism as set out by the Actuarial Society of South Africa.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

TECHNICAL COMPETENCIES

Computer skills

• Support business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages. Actuarial and statistical software; Advanced Microsoft Office.

Data mining

• Apply elementary concepts of knowledge / skill to develop activities assigned under supervision.

Data Management

• Work under supervision at an elementary level to acquire, organize, protect andprocess data to fulfill business objectives.

Modelling

• Work under supervision at an elementary level to develop financial and economic models for planning and monitoring purposes.

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis with guidance. Strong background in mathematics and statistics.

Data Collection and analysis

• Work under guidance to analyze data trends for use in reports to help guide decision making.

Writing skills

• Use clear and effective writing skills with guidance to express ideas, request actions and formulate plans or policies.

Verbal Communication

• Use clear and effective verbal communication skills with guidance to express ideas, request actions and formulate plans or policies.

Presentation skills

• Communicate with other people at an elementary level under supervision by speaking in a clear, concise and compelling manner.

Assessment

• Work under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

Analytical Processes

• Works with guidance to support schedules using appropriate analytical processes and procedures.

Compliance

• Work with guidance to achieve full compliance with applicable rules and regulations in management and/or operations. Actuarial Society of South Africa.

Action Planning

• Work under supervision at an elementary level to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Planning and Organizing

• Work under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Requirements
EDUCATION

General Education

• Bachelors / Honours degree in Actuarial Science or similar (Essential);
• Making good progression toward Actuarial qualification (Essential)

EXPERIENCE

General Experience

• Actuarial Graduate from university or an individual with less than 2 years' work experience outside of the Insurance environment (Essential)

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JOB PURPOSE

• Prepare, examine and analyse accounting records, financial statements and other financial reports to assess accuracy, completeness and conformance to reporting and procedural standards.

RESPONSIBILITIES

Financial Management and control

• Prepare monthly and annual financial statements for management and auditing purposes. Ensure effective daily cash management of the company. Record asset transactions in respect of additions, disposals and transfers on a daily basis to ensure that transactions are allocated accurately in terms of amounts, VAT, description and account.

Financial Accounting Skills

• Use full understanding of accruals accounting and the impact of entries on profit and loss account, the balance sheet and the cash flow statement. Compile complete, accurate and timely accounting records on a monthly basis. Prepare month end file with reconciliations and documentation to support the trial balance.

Financial Policies, Guidelines, and Protocols

• Assist with the delivery of financial policies, guidelines, and protocols to ensure the company complies with regulations and good financial practice.

Operational Compliance

• Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorisation from a supervisor or manager for any exceptions from mandatory procedure.

Data Collection & Analysis

• Draw conclusions and assess impact from analysis and interpretation of financial data. Interpret the impact of unusual figures identified by analytical review.

Document Preparation

• Prepare monthly and annual financial statements for management and auditing purposes. Prepare and submit monthly, quarterly and annual statutory returns.

Reporting

• Extract and combine data to generate standard reports.

Customer Management

• Establish and maintain professional relationships with internal and external Auditors and business partners on a daily basis. Provide accurate information and respond and resolve enquiries to a satisfactory outcome.

Data Management

• Generate monthly depreciation journal on the financial system. Record financial transactions on a daily basis into the applicable business systems to ensure the accuracy and completeness of information.

Improvement / Innovation

• Implement improvements and provide feedback on them. Use change management systems and protocols to provide routine supportive services.

Leadership and Direction

• Supervise a team performing routine work.

TASKS

• Prepare, examine, or analyse accounting records and financial statements, to assess accuracy, completeness, and conformance to reporting and procedural standards.
• Review Accounts for discrepancies and reconcile differences.                                                                 
• Prepare adjusting journal entries and establish tables of accounts and assign entries to proper accounts.                                                                                                                                                  
• Daily cash management of the company.                                                                                                         
• Prepare and submit monthly, quarterly and annual statutory returns.                                                    
• Prepare and review month-end file with reconciliations and documentation to support trial balance.

BEHAVIORAL COMPETENCIES

Optimises Work Processes

• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pays close attention to a variety of metrics and benchmarks; determines both major and subtle ways to optimize processes. Swiftly resolves process breakdowns; takes steps to ensure that problems do not recur.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Instills Trust

• Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.

Cultivates Innovation

• Creates new and better ways for the organization to be successful. For example, constantly looks for new ideas and innovative ways of doing things; makes the effort to get involved in new areas. Offers original ideas and promising new solutions.

SKILLS

Financial Accounting

• Classify, measure and record corporate transactions by use of financial accounting principles. Good understanding of General accounting principles, Good understanding of VAT., Knowledge of insurance industry

Policy and Regulation

• Interpret and apply knowledge of laws, regulations and policies in area of expertise. Knowledge of IFRS (International Financial Reporting Standards), Governance Companies Act, TAX and VAT Act, Knowledge of FSB regulations, Solvency requirement liquidity

Numerical Skills

• Use understanding of numerical concepts to perform mathematical operations such as report analysis. Ability to perform mathematical calculations accurately, including percentages, fractions, decimals, and simple mathematical formulae. Analytical thinking about financial processes. Apply concepts of knowledge / skill. Able to analyse and interpret complex financial data.

Computer skills

• Support business processes and understand and effectively use standard office equipment and standard software packages. Advanced excel skills, Advanced office suite, SAGE X3

Planning and Organising

• Plan, organise, prioritise and oversee activities to efficiently meet business objectives. Attention to detail, Organisational Skills, Time management, Monitor Supplier email inbox and attend timeously

Data Management

• Acquire, organise, protect and process data to fulfill business objectives. Analytical skills, Organisational skills, Attention to detail

Verbal and Written Communication

• Use clear and effective verbal and written communications skills to express ideas, request actions and formulate plans or policies. Attention to detail

Requirements
EDUCATION

General Education

• B.com degree (Financial accounting) or equivalent CA(SA) undergraduate qualification at a SAICA accredited university.
• Completed Honours degree (CA) essential.

EXPERIENCE

General Experience

• Completed articles experience essential
• 3 years post articles work experience in the Financial services industry (desirable ) (Over 3 years to 6 years)

Managerial Experience

• Experience of general supervision of more junior colleagues (7 to 12 months)

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JOB PURPOSE

• Implement and own the procurement function at Group level and coordinate with business units to ensure compliance with internal procurement governance, as well as establish a corporate supplier management function. This position will support TIH strategic intent to balance supplier cost, service delivery and good governance of procurement processes.

RESPONSIBILITIES

Procurement

• Manage the delivery of a major part of the organization's procurement strategy. Take personal responsibility for a limited number of mission-critical procurement programs.

Stakeholder Engagement

• Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Information and Business Advice

• Provide authoritative specialist guidance to the leadership team of a medium-size international organization to guide the implementation of policy and the design and implementation of projects and change initiatives.

Operational Compliance

• Lead the implementation of the organization's policies and procedures within a significant function to ensure compliance, and with internal policies and procedures, to minimize business risk and protect the organization's reputation. Foster a business culture that places value on the principles that underlie external regulation and the creation of voluntary codes of practice, and on adherence to these.

Contract Requirements

• Identify business contract requirements and write specifications for a business-critical portfolio or area of the business for existing contracts and/or new contracts.

Personal Capability Building

• Act as subject matter expert in procurement. Maintain current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media.

Leadership and Direction

• Communicate the function's strategy and its relationship to the organization's mission, vision and values; clarify the actions needed to implement it within the area of responsibility; motivate people to commit to these and to doing extraordinary things to achieve the organization's business goals.

Performance Management

• Manage and report on business performance; hold direct reports accountable for achievement of business plans and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer-term delivery of stakeholder value.

Contract Management

• Manage a portfolio of contracts and negotiate service level agreements. Will also plan, coordinate and supervise activities relating to major contracts.

Sourcing

• Collect and analyse the key cost drivers, market dynamics and issues, areas of innovation, and alternative suppliers for high-risk area(s) with few alternatives/ high costs of changing, in consultation with relevant functions to provide solid market information for decision making.

Data Collection & Analysis

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

Document Preparation

• Write and edit material for various target populations, tailoring the tone and content to match the needs and expectations of each audience.

Cost Analysis

• Conduct complex analyses of costs for a significant part of the business to identify variances, suggest efficiencies, and increase profitability. 

Requirements

GENERAL EDUCATION

• 3-year degree (Essential)
• Master’s degree in Business Administration or Equivalent (Advantageous)

GENERAL EXPERIENCE

• 5 to 10 years’ experience in setting up or upgrading the Procurement and Supplier Management function in an organization of similar size, scope and complexity (Essential)
• A proven ability to build commercially solid benefit cases (Essential)
• Experience in Procurement and Corporate Supplier Management environment (Advantageous)

MANAGERIAL EXPERIENCE

• 5 or more years’ experience in a leadership and/or senior management position (Essential)

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JOB PURPOSE

• Advise the contact centre against trends and business cycles for the TIH Brands. Plan workload with trends and business cycles over the medium term and schedule for forecast in the short term. Monitor real time performance to achieve all associated performance metrics. Examine the short-term workforce and staffing needs for TIH Brands.

RESPONSIBILITIES

Customer Experience Strategy

• Perform analysis that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy. Utilise historical data, economic trends, and current marketing events to fulfil short, medium, and long-term planning across multiple/omni channel environment.
• Analyse daily, weekly, and monthly trends to complete projected volumes, average handling time (AHT), occupancies and overheads. Analyse and discuss the previous week’s performance and the projected plan in regular standing meeting. Use these meetings to provide feedback to address any gaps about miscommunications or business issues related to systems or marketing.
• Complete impact analysis on new marketing campaigns, business initiatives and projects on the line of business in terms of Service Level Agreements, people, and infrastructure. Responsible for providing input for the budget headcount submissions annually.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports. Make recommendations for adjusting staffing levels to maximise productivity and profit.

Work Scheduling and Allocation

• Schedule all agents to ensure that there are the right number of staff coverage. Complete the most optimal schedule per line of business and utilise based on volume forecasts and projected trends. Manage the scheduling of training by considering Line’s training needs. Schedule all necessary business development initiatives to support the business need and ensure that SLA and business is not negatively impacted. Complete all schedules and send to Line managers and stakeholders. Take the feedback into account and adjust the workload schedule. Once finalised communicate to all stakeholders. Adjust weekly schedule to meet business trends, economic trends and business demands to ensure SLA is met.

Project and Program Resource Management

• Manage the deployment of project resources, proactively managing project costs, providing forecasts, and presenting variances with narrative at appropriate review points to ensure effective utilisation. Manage the predicative scenario to determine optimal resource requirements for business productivity. Design according to each business line’s unique requirements based on contractual staffing arrangement. Ensure that resources requirements meet business needs and are aligned to overall business unit strategy and meet the SLA. Produce campaign and project scenario plans according to relevant business requirement documents.

Project and Program Stakeholder Engagement

• Build strong stakeholder relationships with transitions department to align business objectives, such as new business and campaigns. Communicate best practice in meetings.

Improvement / Innovation

• Determine trends and make recommendations for continuous improvement, based on daily and weekly reviews. Participate in leads meetings with operations management to review staffing and forecasted call volumes as required by business. Inform staffing strategy for FTE requirements for Sales and Service. Analyse daily Management Information report and provide commentary and reasons to improve the line. Identify and implement enhancements to operational processes through the WFM lens therefore driving improved Customer experience.

Operational Compliance

• Understand and implement Data Governance rules that exist within the Group by engaging with the Line Manager and Group Governance Organisation team through established forums/committees that seeks to create awareness among team members of these existing rules. Align all the department’s activities to adhere to the principles, policies, standards and guidelines issued by the DGO. Engage with line manager for understanding and clarity. Stay up to date with all schedule trends and best practice.

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. Identify further training that is in line with growth for this role and engage with the line manager for approval where required. Keep the line manager updated on training and growth process.

BEHAVIORAL COMPETENCIES

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, stays focused on plans and improvises in response to changes, including risks and contingencies. Aligns own team's work with other workgroups. Looks ahead to determine and obtain needed resources to complete plans.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skilfully separates root causes from symptoms.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors’ communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skilfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

Situational Adaptability

• Adapts approach and demeanour in real time to match the shifting demands of different situations. For example, sees even subtle cues to adapt; deploys a wide range of behaviours to stay effective. Exemplifies flexibility and resourcefulness; responds deftly to a variety of challenges and situations.

Courage

• Steps up to address difficult issues, saying what needs to be said. For example, readily shares own ideas and opinions on controversial topics; is comfortable with open debate and constructive criticism. Demonstrates clear conviction in adversity; persists courageously in difficult circumstances.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, skilfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations. Actively identifies areas of agreement, builds solid consensus around them, and leverages these to resolve disagreements.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.

Balances Stakeholders

• Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.

SKILLS

Data Collection and analysis

• Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.

Planning and Organising

• Provide technical guidance when required to plan, organise, prioritise, and oversee activities to efficiently meet business objectives. Capacity Planning

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required. Advanced Mathematical Ability

Computer skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages and provide technical guidance as needed. Q Story, Qlikview, Advanced MS Office, CMS, Knowledge in Automatic Call Distribution (ACD) technology and experience with forecasting, scheduling and RTA software, Exceptional data handling skills, Workforce management tool preferably Nice IEX

Verbal Communication

• Use clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Policy and procedures

• Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives. Advanced knowledge in WFM principles, practices, and systems

Commercial Acumen

• Apply understanding of the business environment and objectives to develop solutions, while also providing technical assistance when necessary.

Customer Service Delivery

• Provide technical guidance as needed on meeting high customer service standards.

Compliance

• Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Presentation creation

• Apply concepts of knowledge / skill and provide technical guidance when required.

Presentation skills

• Communicate with others and provide technical guidance when required to speak in a clear, concise and compelling manner. Advanced presentation skills (Executive level reporting).

Writing skills

• Use clear and effective writing skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Negotiation

• Provide technical guidance when required on how to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.

Strategic Planning

• Engage in strategic planning and provides technical guidance when required.

Requirements
EDUCATION

General Education

• Bachelor of Commerce/Information Technology or equivalent (Essential);
• BSc in Mats/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous);
• Lean Six Sigma White/Green Belt Certification (Advantageous)

EXPERIENCE

General Experience

• 5 or more years’ experience in a Workforce Management department of which three must be in planning and forecasting (Essential);
• Proven track record of variance scores achieved within industry standard range and acceptable to company standards (Essential);
• Understand omni channel blended environments (Essential);
• Previous workforce management experience (Advantageous);
• Experience in the financial services industry (Advantageous)

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JOB PURPOSE

• Act as chief custodian and manager of a brand to drive the long- and short-term marketing strategy to achieve the overall objectives for the brand. Achieve brand objectives set to improve brand power, marketing effectiveness and targets, share of wallet and multi-product holding. Develop the communication & media strategy to drive the right mix of media and target identified audience and proposition development and go-to-market strategy. Gain insights and identify opportunities/innovations based on market; customer and competitor research and analysis to support the business strategy. Guide the commercial and operations teams to drive growth and influence the tailored customer experience across the value chain and negotiate with management, agency and partners. Manage and oversee the different channels that makes up the brand including the affinity channel of the brand.

RESPONSIBILITIES

Brand Strategy and Effectiveness

• Take responsibility for implementing Dial Direct brand strategy. Serve as ambassador for the essence of the brand and, defining the measures used to determine brand effectiveness and using the results to inform future activities.

Marketing Communications

• Lead and coordinate the development and delivery of marketing communications strategy across all stakeholders to support the business plan, increase sales, brand loyalty and awareness.

Budgeting

• Manage budget plans for a department; could involve development or delivery (or both).

Marketing Impact Assessment

• Provide input into appropriate metrics and other data, participate in reviews, assess activities, and recommend improvements based on metrics and analyses.

Stakeholder Engagement (Internal & External)

• Identify and manage stakeholders up to top management level, finding out their needs/issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Manage external stakeholder relationships with Media partners and Agencies.

Leadership and Direction

• Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organisation's mission and vision; motivate people to achieve local business goals.

Performance Management

• Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organisation's performance management systems to improve personal performance. Manage and report on team performance; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.

Organisational Capability Building

• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfil personal potential.

BEHAVIORAL COMPETENCIES

Drives Results

• Consistently achieves results, even under tough circumstances. For example, creates a feeling of energy and an emphasis on excellence in the team, using productive behaviors. Builds a strong sense of urgency to exceed goals and beat deadlines. Ensures that the team pushes through obstacles and establishes a superior track record.

Strategic Mindset

• Sees ahead to future possibilities and translates them into breakthrough strategies. For example, is a strong big-picture thinker; makes frequent, clear references to the organisation's vision and strategy and the efforts required to drive them forward. Effectively integrates long-term opportunities and challenges with day-to-day activities.

Financial Acumen

• Interprets and applies key financial indicators to make better business decisions. For example, fosters accountability for making good financial decisions; provides guidance to help the team make astute decisions. Summarises financial performance data and explains implications for the organisation.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, engages diverse groups by communicating in a way that matches each group's preferences. Listens carefully and probes beneath the surface to gain richer insight on others' views.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.

Business Insight

• Applies knowledge of business and the marketplace to advance the organisation's goals. For example, leverages insights to shape and drive critical initiatives. Shares industry developments with the team; helps them grasp business and industry fundamentals and understand how they contribute.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, helps team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, enhances and improves collaboration among coworkers and with external partners. Solicits ideas from diverse colleagues, leaves space in conversation for them; gives credit well and generously.

Cultivates Innovation

• Creates new and better ways for the organisation to be successful. For example, motivates others to find new and better ways to address challenges; provides support and resources for promising ideas. Encourages people to incorporate varied perspectives to strengthen the innovation process.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, deftly explains how own ideas can advance others' interests and address their concerns. Uses sophisticated negotiation skills; earns concessions while building a sense of partnership. Expresses views with powerful conviction and rationale.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, deals effectively with crises and volatile situations. Puts people's failures in perspective and helps them move forward. Maintains calm in adversity; stays objective. Uses hardships and difficult experiences as an opportunity for personal and team growth.

SKILLS

Brand Management and Development

• Uses comprehensive knowledge and skills to act independently while guiding and training others on maximising a brand's impact and market value by managing and developing all aspects of the brand.

Customer and Market Analysis

• Use comprehensive knowledge and/or skills to conduct research and analyse data while guiding and training others on how to develop a comprehensive understanding of customer and market conditions that enables maximum return on investments.

Planning and Organising

• Use comprehensive knowledge and skills while providing guidance and training to others to plan, organise, prioritise and oversee activities to efficiently meet business objectives.

Commercial Acumen

• Apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training to others.

Verbal Communication

• Apply comprehensive knowledge while providing guidance and training to others to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

Policy and procedures

• Use comprehensive knowledge and skills while providing guidance and training to others to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives.

Computer skills

• Support business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others. Proficient in MS Office Skills.

Presentation skills

• Use comprehensive knowledge and skills to communicate with other people while providing guidance and training to others to speak in a clear, concise and compelling manner.

Presentation creation

• Apply comprehensive knowledge / skill, and provide guidance and training to others.

Costing and Budgeting

• Use comprehensive knowledge and skills on costing, budgeting and finance tasks while providing guidance and training to others.

Requirements
EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• University Degree in Marketing / Advertising / Communications or equivalent (Essential);
• Postgraduate Marketing / Advertising / Communications qualification (Advantageous)

EXPERIENCE

General Experience

• 10 or more years substantial general work experience in Marketing (Essential);
• Experience in a Financial Services Industry (Advantageous)

Managerial Experience

• 3-4 years' experience in managing a Marketing team (Essential)

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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.

Requirements
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.

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.

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.

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.

BEHAVIORAL COMPETENCIES

Drives Results

• Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of persuasion, including well-reasoned rationale. Recognizes when compromise is necessary and shifts approach to accommodate others.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods well.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently but knows when to ask for help.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Instills Trust

• Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honouring commitments and by being open and honest at work.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skilful use of resources and support to deliver efficient, high-quality work.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.

SKILLS

Direct Sales

• Works with guidance (but not constant supervision) to maximise the volume and value of direct sales.

Verbal and written Communication

• Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.

Computer Skills

• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Outlook - Basic, AS 400 - Intermediate, Apollo- Intermediate, IEX- Basic

Action Planning and work scheduling

• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations, requirements and achieve performance targets by optimising work scheduling.

Writing skills

• Uses clear and effective writing skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies.

EDUCATION

General Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Regulatory Exam 5 (Advantageous)
• Wealth Management Qualifications (Advantageous)

EXPERIENCE

• General Experience 2-3 years' telephonic sales experience (Essential)
• Experience in Financial Services Industry (Advantageous)

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Description

• Finding a Better Way Expected Behaviour: Innovative Idea's to improve perfomance of the teams, department, processes and systems Personal Development Plan Implementation (Own) Expected Behaviour: Must have documented PDP plan, individual follow and progress is consultants responsibility. TM to support where applicable We Hear You Expected Behaviour: WHU Target of 9,2 Compliments Expected Behaviour: "3 Compliments " Absenteeism Expected Behaviour: Target less than 5% Time Management Expected Behaviour: Target less than 5% Adherence Expected Behaviour: Target 95% Cancellation Ratio Expected Behaviour: Target 4% ( Cancellations as a percentage to calls taken Immediate Deductions Expected Behaviour: Target 35 per month Quality Assurance Alerts Expected Behaviour: "Target less than 5% " Save Ratio Expected Behaviour: Target 70% Save Ratio Nett Amendments Expected Behaviour: Net Amendments R2 500 SQA Expected Behaviour: 85% accuracy Compliance Score below 5 WFM Stats - Occupancy Expected Behaviour: Target Occupancy - 48% Number of Cancellations Expected Behaviour: Nr of Cancellations 25

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JOB PURPOSE

• Assist in the design and implementation of the specialist liabilities underwriting framework for TIH Business Insurance (BI) that fosters superior risk selection, streamlined processing, loss ratio management and underwriting profitability.

Responsibilities

• Underwriting Contribute to the decisions around technical or professional underwriting and business enhancement solutions that would significantly improve business performance. Introduce underwriting rules on the acceptance of business. Assist in the resolution of escalated underwriting complaints and escalated underwriting opinions on claims. Support and contribute to the renewal of SL’s reinsurance programme in line with business strategy. Ensure optimal placement of facultative cases.

Product & Solution Development

• Analyse and evaluate the feasibility and relevance of proposed products and services. May also assist with the definition, development and delivery of a significant product or service, ensuring alignment with customer requirements. Review and enhance SL products accordingly (addressing gaps and competitively). Undertake market opportunity assessment for SL products and undertake comparative analysis on key competitors’ products.

Risk Management & Analysis

• Evaluate individual risks for acceptance where potential high risk scenarios exist or where there are changes to a clients’ claims behaviour. Determine underwriting processes and minimum risk acceptance criteria for SL clients.

Underwriting Policy Development & Implementation

• Assist in the development of underwriting frameworks for the underwriting department. Assist with creating underwriting procedures and monitoring their implementation within underwriting. Monitor adherence to set mandates through technical audits and controls as set in the underwriting framework. Leverage all available information from our partners, the industry and internally to ensure we are constantly reviewing the underwriting processes, systems and protocols with a view to improve efficiencies and to ensure best practice.

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organisation's policies and procedures and of relevant regulations, and ensure own work adheres to required standards. Ensure that business activities within underwriting comply with relevant external regulatory codes and with internal policies and procedures to minimise business risk and to protect the reputation of the organisation. Undertake technical underwriting audits. Maintain business rules around when audits are required and adhere to underwriting guidelines and standards by managing audits. Ensure that business objectives and personal delivery aligns to and meets the TSW principles.

Stakeholder Engagement

• Identify and manage internal and external stakeholder relationships (TIH companies; Brokers; Reinsurance brokers; Management colleagues). Find out their needs/issues/ concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Insights and Reporting

• Prepare and coordinate the completion of complex reports, identifying and interpreting patterns and trends, and translating those insights into actionable recommendations. Conduct monthly statistical analyses (loss ratio, multi[1]claimants and claims trends analyses) and engage underwriting (policy admin) to implement appropriate proposed corrective measures. Assist with the implementation of remedial measures. Prepare and contribute effectively to forums and committees where represented

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.

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.

BEHAVIORAL COMPETENCIES

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, disseminates knowledge, insights, and updates in a polished, precise, and compelling manner. Demonstrates a deep interest in others' comments. Creates rich documents and reports.

Instills

• Trust Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, is consistently honest and straightforward; shares uncomfortable information in a clear and helpful manner. Maintains high ethical standards and professional codes of conduct.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments.

Collaborates

• Builds partnerships and works collaboratively with others to meet shared objectives. For example, enlists a range of stakeholders to add value; ensures they are well informed and surprises are avoided. Confronts and challenges "us vs. them"; shows strong appreciation for others' efforts toward shared goals.

Optimises Work Processes

• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pays close attention to a variety of metrics and benchmarks; determines both major and subtle ways to optimize processes. Swiftly resolves process breakdowns; takes steps to ensure that problems do not recur.

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

Skills

Underwriting

• Apply comprehensive knowledge / skill, and provides guidance and training to others. GOOD KNOWLEDGE OF SPECIALIST LIABILITY PRODUCTS AT AN SENIOR LEVEL.

Underwriting Training

• Use comprehensive knowledge and skills while guiding and training others to achieve full compliance with applicable rules and regulations in management and/or operations.

Policy and procedures

• Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organisational strategies and objectives.

Data Collection and analysis

• Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.

Numerical Skills

• Use an understanding of numerical concepts to perform mathematical operations such as report analysis and provide technical guidance when required.

Verbal and Written Communication

• Use clear and effective verbal communications skills and provides technical guidance when required to express ideas, request actions and formulate plans or policies.

Review and Reporting

• Provide technical guidance when required to review and create relevant, lucid and effective reports

Risk Management

• Identify, assess, prioritise and manage risks in the organisation and provides technical guidance when required.

Planning and Organising

• Plan, organise, prioritise and oversee activities to efficiently meet business objectives.

Computer Skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office., General Underwriting Systems.

Presentation Skills

• Communicate with other people by speaking in a clear, concise and compelling manner.

Negotiation

• Negotiate to help the organisation by obtaining consensus between two or more internal or external parties who may have different interests.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Relevant; RE 5 (Essential); FAIS recognised qualification (Essential); Degree in Underwriting or Law or similar (Advantageous); FIISA, AIISA or Diploma in Insurance or equivalent (Advantageous); Business Analysis certificate or similar (Advantageous)

Experience

General Experience

• 3 - 5 years experience in short-term insurance (In Specialist Liability Products (Essential); Short-term insurance industry - commercial underwriting experience (Advantageous

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JOB PURPOSE

• Implement all directives, policy and procedures. Support multiple functions and share knowledge and skills with their team, to assist in achieving the required operational results.

Responsibilities

Operations Management

• Supervise others working within established operational systems.

Stakeholder Engagement

• Build, maintain and manage relationships with all internal and external stakeholders effectively. Provide feedback to business regarding disputes, risk management and improvements. Manage calibration sessions with business and between evaluators and to ensure consistency and standardization.

Quality Testing

• Select the appropriate complex tests or tests from a specified range and administer QA tools (updating of score cards). Carry the tests out using specialized methods and equipment; validate and interpret test data to verify that specifications are met and/or to identify remedial actions required to ensure conformance or suitability.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. 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.

Quality Management System

• Contribute to the identification and evaluation of current policies and business processes that are in the scope of the Quality Management System; contribute to the design of the QMS; provide specialist quality management input to the drafting of new policies and procedures, and design of business processes; contribute to the quantification of the costs and business benefits of change.

Quality Testing Design

• Validate new or existing complex test methods and procedures. Monitor and make recommendations for improvements in accuracy (e.g. evaluations).

Operational Compliance

• Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Identify, within the team, patterns of non-compliance with the organization's policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

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.

Organizational Capability Building

• Use the organization's formal development framework to assist in identifying the team's individual development needs. Assist with aspects of staff resourcing, succession planning, to ensure the right people are in place to support service delivery. Plan and implement actions to build the teams capabilities. Coach QA staff on errors, reporting, feedback. Attend to evaluators queries (assist with trouble shooting).

Data Collection & Analysis

• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.

Insights and Reporting

• Prepare and coordinate the completion of various data and analytics reports.

TECHNICAL COMPETENCIES

Policy and procedures

• Provide technical guidance when required to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational objectives.

Compliance

• Provide technical guidance when required to achieve full compliance with applicable rules and regulations in management and/or operations.

Verbal and Written Communication

• Uses clear and effective verbal communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Data Collection and analysis

• Provide technical guidance when required to analyze data trends for use in reports to help guide decision making.

Review and Reporting

• Provide technical guidance when required to review and create relevant, lucid and effective reports.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Planning and Organizing

• Provide technical guidance when required to plan, organize, prioritize and oversee activities to efficiently meet business objectives.

Computer Skills

• Supports business processes by understanding and effectively using standard office equipment and standard software packages. Proficient in MS Office

Policy and Regulation

• Interpret and apply knowledge of laws, regulations and policies in area of expertise.

Risk Management

• Identify, assess, prioritize and manage risks in a production process.

Presentation Skills

• Communicate with other people by speaking in a clear, concise and compelling manner.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• University Degree in Business Management or Similar (Advantageous)

Experience

General Experience

• 2 - 4 years general insurance experience in sales and services (Essential)

Managerial Experience

• 1 - 2 years experience in supervising and directing people and other resources to achieve specific end results (Advantageous)