Job Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE : 

• Process already-captured claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.

RESPONSIBILITIES : 

Customer Management (Internal) : 

• Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis : 

• Ask questions, collect data from a variety of sources, analyse information and investigate claim.
• Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims.
• Use appropriate tools (ITC, supplier contract and/or negotiation) to accurately cost applicable claims on a day to day basis.

Work Scheduling and operational compliance

• Organize own work schedule in order to get the job done, coordinating with support services and completed work within SLA.
• Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately).
• Remain up to date current and new product knowledge to enable effective decision making.

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 SLAs.

Correspondence : 

• Respond to routine requests using telephonic conversation or emails (internal and external).
• Ensure regular feedback to services department and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the services 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.

Up-sell Customer Propositions :

• Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional

Requirements

General Education : 

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory exam 5 (Advantageous)

General Experience :

• 1-3 years Financial Services industry experience (Essential) STI experience and VAPS experience (Advantageous)

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JOB PURPOSE

• Responsible for the Tied Financial Advisory Services strategy, tactically positioning the distribution channels in the Life and Wealth, Personal lines and Commercial Lines to facilitate significant growth in the Tied distribution channels.

RESPONSIBILITIES

• Leadership and Direction Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.

Functional Strategy Formation & Implementation

• Develop tactical plans for optimizing resources and assets being managed to deliver on the Tied Financial Advisory Services strategy to meet business growth requirements.
• Effectively align channel objectives to overall organizational / business objectives in order to meet profit targets.
• Business Planning Develop and propose annual business plans for the Tied Financial Advisory Services ensuring alignment with strategy.
• Meet growth objectives in all distribution channels in the Life and Wealth,
• Personal lines and Commercial Lines channels.
• Recommend financial and headcount budgets; propose business targets (e.g., revenues or other key performance indicators); and schedule key activities/projects, ensuring integration with other elements of the organization.

Stakeholder Engagement (Internal and 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.
• Promoting Customer Focus Manage, monitor and ensure that exceptional customer service is delivered across the distribution channels in the Life and Wealth, Personal lines and Commercial Lines.
• Organizational Capability Building Evaluate the capabilities of individuals within the department to identify gaps and prioritize development activities.
• Implement the organization's formal development frameworks within the area of responsibility.
• Coach and mentor others to support the development of the organization's talent pool.
• Compliance Accountable for planning, monitoring and controlling the Risk and Governance of the distribution channels in the Life and Wealth, Personal lines and Commercial Lines.
• Drive the application of good governance principles and legislative compliance within the environment.
• Performance Management Manage and report on the performance of the function / business area; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Personal Capability Building Maintain external accreditations and in-depth understanding of current and emerging technologies, external regulation, and industry best practices through continuing professional development, attending conferences, and reading specialist media.
• Sales Management Sell complex, often customized products and services to significant customers and/or manage a significant sales department.

BEHAVIORAL COMPETENCIES

• 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 organization's vision and strategy and the efforts required to drive them forward.
• Effectively integrates long-term opportunities and challenges with day-to-day activities.
• Business Insight Applies knowledge of business and the marketplace to advance the organization's goals.
• For example, ensures that the team understands and discusses relevant industry changes.
• Gives strong messages about how people's efforts make a difference to the broader organization.
• Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• For example, offers penetrating questions to help others get to the heart of complex situations and find strong solutions.
• Uses a range of inputs to fully understand and solve problems.
• Drives Results Consistently achieves results, even under tough circumstances.
• For example, urges the organization to focus on the topics that matter to business performance.
• Eliminates barriers to organizational performance.
• Provides reinforcement and support to help people overcome obstacles.
• Cultivates Innovation Creates new and better ways for the organization 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.
• Collaborates Builds partnerships and works collaboratively with others to meet shared objectives.
• For example, promotes a culture of collaboration across boundaries, where people can express themselves honestly; addresses major barriers to collaboration.
• Seeks out a broad range of perspectives to address issues.
• Builds Effective Teams Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• For example, builds a leadership team that advances organizational strategies.
• Enables cross-functional teamwork; builds team spirit across the organization.
• Models teamwork; partners well with a wide range of leaders.
• Communicates Effectively Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• For example, ensures a free flow of information throughout the organization.
• Delivers messages effectively to all levels of the organization; creates forums for people to express themselves openly and regularly.
• Plans and Aligns Plans and prioritizes work to meet commitments aligned with organizational goals.
• For example, takes steps to coordinate and align plans across workgroups; supports strategic objectives with aggressive yet realistic time frames; shares some critical objectives to help with prioritizing and planning.
• Customer Focus Builds strong customer relationships and delivers customer-centric solutions.
• For example, supports efforts to build customer satisfaction, loyalty, and commitment, and secures organizational resources to do so.
• Creates partnerships with customers; identifies some ways to build and strengthen these relationships.
• Interpersonal Savvy Relates openly and comfortably with diverse groups of people.
• For example, takes steps to ensure healthy interpersonal and group dynamics inside and outside the organization.
• Builds relationships with key people in the community.
• Exercises diplomacy in representing the organization externally.
• Persuades Uses compelling arguments to gain the support and commitment of others.
• For example, creates enthusiasm by building a compelling case, sharing it often and energetically to secure wide support.
• Brings tough internal and external negotiations to successful closure, earning some valuable wins.
• Financial Acumen Interprets and applies key financial indicators to make better business decisions.
• For example, finds and uses the best financial and quantitative indicators to gain an in-depth understanding of organizational performance.
• Creates an environment and tools for people to take ownership of financial decisions.
• Being Resilient Rebounds from setbacks and adversity when facing difficult situations.
• For example, shows appropriate stability and resilience in crises; puts the situation in perspective, helps the organization stay focused; helps the organization move forward.
• Stays persistent in the face of adversity or obstacles; urges others to adopt a similar approach.
• Builds Networks Effectively builds formal and informal relationship networks inside and outside the organization.
• For example, connects people with one another in ways that help advance the organization's goals.
• Has a presence in the wider industry and across various boundaries; is active in the conversations that shape the landscape.
• Instils Trust Gains the confidence and trust of others through honesty, integrity, and authenticity.
• For example, is a role model for honesty and transparency, promoting trust in the organization and its leadership.
• Demonstrates dependability and builds an organization with a reputation for living up to its commitments.
• Situational Adaptability Adapts approach and demeanor in real time to match the shifting demands of different situations.
• For example, champions organizational flexibility; creates the structures and fosters the culture that allow adaptability to become second nature.
• Thinks about the changing external environment and proactively drives change in response.
• Nimble Learning Learns through experimentation when tackling new problems, using both successes and failures as learning fodder.
• For example, encourages and conveys the value of exploration and learning; reinforces the value of experimenting.
• Takes steps to ensure that the organization is keeping track of and communicating lessons learned.

SKILLS

Commercial and Business Acumen

• Apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training to others.
• General Business Management principles, integrated understanding of the Short term insurance and Commercial insurance industry
• Negotiates Tactically Use comprehensive knowledge and skills to act independently and guide and train others to facilitate the commercial details of an opportunity such that both parties are satisfied with the value gained.
• Maximizes the opportunity, Negotiates on value, Understands evolving objectives
• Action Planning Use comprehensive knowledge and skills and provide guidance and training to others to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Account/Client Management

• Use comprehensive knowledge and skill and guide and train others to manage client accounts in a way that provides benefits both for the organization and its clients.

Financial analysis

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

Presentation skills

• Use comprehensive knowledge and skills to communicate with other people independently and provide guidance and training to others on speaking in a clear, concise and compelling manner.
• Planning Engage in strategic planning independently and provide technical guidance when required.

Review and Reporting

• Apply comprehensive knowledge and skill and provide guidance and training to others to review and create relevant, lucid and effective reports.

Analytical Processes

• Use comprehensive knowledge and skill and guide and train others to support research schedules using appropriate analytical processes and procedures.

Computer skills

• Support business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

Microsoft Office Suite Policy and Regulation

• Provide guidance and training to others while interpreting and applying comprehensive knowledge of laws, regulations and policies in area of expertise.
• Knowledge of the Insurance Act, Insurance principles , Business processes, New business development, Channel distribution, start up strategies, Compliance & regulatory risk management Verbal Communication
• Apply comprehensive knowledge and provide guidance and training to others to use clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies

Requirements
EDUCATION

• General Education
• Grade 12/ SAQA Accredited Equivalent (Essential)
• FAIS accredited NQF5 (120 credits) (Essential)
• KI Regulatory Examination (Essential)
• Full product holding accreditation (Essential);
• CFP (Advantageous);
• Business Related Degree (Advantageous)
• Management and/or coaching qualification (Advantageous)

EXPERIENCE

General Experience

• 8 or more year's experience managing a sales-driven team or multi-teams in the financial sector (Essential);
• Experience within life and wealth long-term insurance industry (Essential);
• Previous Tied Agent Experience (Advantageous)

Managerial Experience

• 5 or more years' regional or multi-team managerial experience within a financial services environment (Essential)

ADDITIONAL INFORMATION

• Financial Sector Conduct Authority (FSCA) competency requirements:
• FAIS recognised qualifications / Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable).
• As a registered Financial Service Provider, we are mandated to ensure that all our representatives are and remain fit and proper at all times.

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JOB PURPOSE

• Successfully implement all directives, policy and procedures according to the operational plan by providing support and sharing knowledge and skills to the team assigned to them to assist in achieving the required operational results.

RESPONSIBILITIES

Operations Management

• Supervise others working within established operational systems.
• Conduct daily performance discussions (huddles) to monitor and review operational performance against the plan with the team in order to improve and/ or achieve the required operational results.
• Ensure that team members execute work activities on time in accordance with the required operational and quality standards.
• Relate and communicate all new or revised policies, procedures and /or processes to team members to ensure they have the most up‐to‐date and current information.

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, rectify non-conformance and variances within the team as a high priority, and report and escalate 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 organisation's strategy, mission and vision; motivate people to achieve local business goals.
• Support team members by sharing knowledge, information and problem-solving recommendation to achieve the required operational results.

Insights and Reporting

• Contribute to the preparation of various data and analytics reports.
• Collect and submit reports specific to team data as part of the Management
• Control System.

Work Scheduling and Allocation

• Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.
• Coordinate individual team member’s work assigned/schedules and leave requests to consistently have the required capacity within a team to meet operational requirements.
• Identify, assign, and follow‐up on work activities of team members in accordance with operating procedures to contribute the management control system.

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 and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.
• Regularly assess the need for training or performance improvement of individual team members and implement action plans to enhance overall team performance.
• Establish goals and objective for self and team and implement and measure accordingly to support or improve job performance (experience, ability, competence) by completing performance reviews and competency matrix.

Customer Relationship Management (CRM) Data

• Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate.

Customer Management

• Help senior colleagues manage customer relationships by using relevant operational systems.

Customer Service

• Act as first-line supervisor of a team providing operational 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.

Requirements
EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS recognised qualification (Advantageous); Relevant 3 year Business or insurance industry related degree / diploma in management (Advantageous); STI Qualification (Advantageous)

EXPERIENCE

General Experience

• 3 to 4 years experience in an admin related role (Essential) Experience in a recoveries and third party liabilities environment (Advantageous ); 2 years experience in claims and policy/customer services environment (Advantageous)

Managerial Experience

• 3 or more years experience managing/ supervising others (Essential);

ADDITIONAL INFORMATION

• 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.
• Financial Sector Conduct Authority (FSCA) competency requirements: FAIS recognised qualifications / Regulatory Examinations / Class of Business