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All right, all right - let’s cut to the formalities.
Here's the deal. At Hollard, we get up in the morning to ensure people sleep better at night.
Our job is to look after the stuff our customers love. In fact, 5 million people already trust us with their stuff.
That's pretty big deal to us.
http://www.hollard.co.za
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Job Advert Summary
- An exciting new opportunity has become available within Hollard Group Risk. We are looking to recruit a Strategy and Wellness Support Specialist, within our Group Risk Management Area. The position will be based in Melrose Arch Johannesburg or Cape Town, to support the business with strategic initiatives, client engagements, business risk management, as well as best practices and processes in claims management and technical underwriting.
KEY RESPONSIBILITIES:
The role is multi-disciplinary with the following key deliverables:
- Contribute to HGR’s strategic initiatives and ensuring a holistic view and direction across all HGR areas.
- Ensure compliance of business to the relevant legislation though operational role out initiatives.
- Good understanding of legislation such as PPR and POPIA and operational compliance and implementation thereof.
- Ensure consistency in product management in terms of practices and processes across HGR.
- Share expert knowledge on group risk product features, associated terms and conditions and end-to-end operational management.
- Provide technical support to the product management, business assurance, disability management and underwriting teams.
- Engage with reinsurers on new strategic and technical initiatives in claims and underwriting.
- Provide support on product management features required across HGR teams and systems.
- Assist with HGR’s wellness strategy and implementation.
Required Knowledge and Experience
- Good technical experience essential
- Planning and organizing skills.
- Quick insight and good judgement
- Problem solving skills.
- Self-starter
- A self-managed individual
- Strong strategic ability
- Attention to accuracy and detail.
- Ability to use initiative, prioritise and make decisions.
- Ability to engage and build relationships with relevant stakeholders.
Educational Requirements
- Relevant Medical Degree
- Relevant, Commerce or Legal degree would be beneficial
- At least 5 years of Life insurance experience essential, preferably in the Group risk environment
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Job Advert Summary
This person will design, development and maintain appropriate processes to extract the appropriate data from mainly off-platform data sources at the appropriate frequency and using the appropriate technologies and rules to enable access to data for reporting and data analysis.
This person will also assist with the development of short, medium and long-term data management strategies, paying due consideration to the HLS data strategy. Key considerations in this regard are the implementation of the off-Platform Operational Data Store, Setup of Cloud technologies and the HLS Data Warehouse/Lake.
Key Responsibilities:
Project/Work Planning:
- Collaborate with business users, data stewards, report developers and data analysts to integrate and expose required data.
- Ensure high quality development work through the application of standards, guidelines, quality assurance reviews and testing, paying due consideration to Hollard Group standards.
- Assist with the development of project estimates, plans, and acceptance testing guidelines for approved projects.
- Ensure that only quality solutions are deployed to production.
ETL Development:
- Design/develop/test/maintain ETL processes, programs and scripts that reflect best practices for data management, error handling, operations logging and alerting, scheduling and job control, etc.
- Maintain the overall ETL architecture by which systems are interconnected and data is passed among systems.
- Conduct root cause analysis and resolve production problems and data integrity issues and eliminate such through the application of process/system enhancements.
- Raise critical technical issues to vendors or key stakeholders (E.g. DBA’s) in a timely manner where they would impact on delivery and quality of services and follow up on the technical resolution of such issues.
- Validate the data integrity and develop and maintain data validation routines.
Data Modelling:
- Understand and translate business requirements into data models.
- Work with the Application Development team to implement data strategies and build data flows.
- Create or update conceptual, logical and physical data models using OLTP best practices and according to Hollard’s standards.
- Recommend opportunities for reuse of data models where appropriate.
- Perform reverse engineering of physical data models from databases and SQL scripts.
Operation Data Store and Data Warehouse Development:
- Design, develop and administrate databases and data structures/models with due consideration to: the potential data queries and system feeds that will be generated from the tables; addition of timestamp and user ID columns as appropriate to identify the user and the time of the row addition or change; the use of standard abbreviations in table and column names; assignment of data types, nullability, and defaults for columns as appropriate.
- In collaboration with the DBA team implement database optimisation strategies such as indexing and partitioning.
- Creation of database objects such as tables, tables paces, synonyms, views, triggers, stored procedures, defaults, domains, and indices; maintenance and recoverability; logging and recoverability of database updates since the last backup; periodic table reorganization; structure update with change control.
- In collaboration with the DBA’s and outsource vendors, monitor and maintain database security, create security profiles and user access, grant and revoke rights and monitor usage.
- Create and update database documentation and procedures as appropriate.
Cloud Migration:
- Analyse environments to gauge cloud readiness and provide guidance on structures and processes not in a state that is ready to migrate to cloud solutions economically and efficiently.
- Develop and design a proposed cloud landscape following best practices and standards.
- Assist in the development of team skills.
- Assist in the overall cloud migration process.
Stakeholder Management:
- Liaise and engage with KAM, the off-platform partner’s BI team and DBA.
- Manager stakeholder expectation and ensure that deadlines are met (under promise and over deliver)
Required Knowledge and Experience
- Minimum 5 years' experience in the implementation, development and/or maintenance of Business Information systems in at least 3 different business environments, including financial services; of which;
- Minimum 5 years' experience in ETL integration with transactional systems;
- Minimum 2 years' experience in Cloud technologies development and integration;
- Minimum 2 years' experience specifically in relational database design, modelling, implementation and maintenance;
- Experience demonstrating in-depth understanding of Data Architecture, Database Management Technologies, Data Warehousing and Business Intelligence concepts and technologies.
- Advanced knowledge of ETL methodologies and technologies and demonstrated proficiency in Data Definition Language (DDL), Data Manipulation Language (DML), and (ETL) design and development using SQL Server tools (SQL Management Studio, T-SQL).
- In-depth knowledge and experience in SSIS.
- In-depth knowledge and experience in AZURE
- Skilled in the design and development of relational databases and data structures
- Knowledgeable on the range of options and best practices for common ETL design techniques such as change data capture, key generation and optimization.
- Skilled in the management of ETL and data quality, data profiling, metadata management and master data management, including error handling, logging & alerting, scheduling and job control.
- Advanced knowledge in working with large, complex data warehouses/data marts.
- General understanding of and proficiency in project management principles and best practices.
- Excellent SQL coding skills.
- Data Modelling skills
- Customer orientation.
- Attention to accuracy.
Personal Qualities:
- Leadership Skills
- Excellent analytical skills
- Lateral thinker/innovator
- Effective written and oral communication skills
- Teamwork and co-operation
Educational Requirements
- Matric/Grade 12
- National diploma or Bachelor's degree in Information Technology, Informatics, Computer Science , Engineering or Business Analysis
- BI Certification (e.g. Microsoft MCITP, Kimball Certification, etc.) would serve as an advantage
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Job Advert Summary
To be part of the team that deals with various levels of complaints that have been escalated from the ombudsman office or by customers and/or brokers requesting adjudication on internal complaints as well as level 1 complaints.
Complaints are received in writing from the ombudsman office and/or customers and brokers and these complaints are required to be considered by gathering and reviewing all the necessary information to make a decision on the complaint.
Where the complaint is invalid, the case is required to be argued with the ombudsman offices or the Internal adjudication forum. Where the merits of the case are not in line with fairness and equity and ombudsman principles, the desired outcome is required to be discussed with the relevant business area.
The level 1 complaints role is to manage complaints received through our first line complaints handling process. Complaints are received from various sources that include social media, email, telephone, CEO’s office, regulatory bodies through the brokers office etc.) These complaints must be handled in line with the complaints management policy and procedure to ensure effective handling of complaints and fair treatment to customers.
Where a failure has been identified, improvement recommendations are required to be made to the relevant business area.
In addition, root cause analysis will be required to be conducted, and learnings with the relevant stakeholders will be shared for implementation to continuously improve the way we operate.
Required Knowledge and Experience
Key Responsibilities
- Minimum of 5 years exposure to complaints handling experience or claims experience
- Operational personal and commercial lines insurance experience
- Working knowledge of the NFO office and processes– an advantage
- Understand the regulatory requirements applicable to complaints management
- Keeping up to date with the changing regulatory environment
- Customer service orientated
- Good understanding of personal and commercial lines insurance products. ,
- Ability to interpret policy contracts and understand insurance processes to be able to analyse the merits of a case
- Excellent problem-solving skills
- Excellent administration skills
- Excellent verbal and written communication skills
- Excellent organizational skills and experience with managing multiple tasks.
- To receive ombudsman as well as internal adjudication cases and argue these with the various ombudsman offices as well as the internal adjudication approval forum based on Treating Customers Fairly (TCF) framework, regulations, and ombudsman principles.
- Customer Resolution, Ombudsman and internal adjudication case administration.
- Cases need to be considered on a fair and equitable basis and discussed with the business area(s).
- Liaison with Hollard Insure Business Units, administrators and partners to obtain the relevant information to consider the case from all angles.
- Liaison with the Ombudsman office.
- Presenting cases for review to the Internal adjudication approval forum.
- Draft written communications to the ombudsman offices as well as customers and brokers and clearly articulate the decisions that have been taken on cases.
- To ensure that Hollard is following best practice in terms of good governance related to the complaints process(s). Interact with the relevant business area(s) and be able to discuss and debate complex matters.
- Deal with complaints that are sent for decision review through level 1 sources (by the complaints team and via the internal dispute forum)
- Drive the overall complaints TAT in Insure in line with FSCA and internal targets through effective collaboration with internal and external stakeholders
- To make improvement recommendations where there has been a failure on the part of Hollard.
- To drive continuous improvement through root cause analysis and identification and tracking of learnings being implemented by the business.
- To contribute to business operational efficiency by ensuring consistent decision making across the relevant business area(s).
- Compile monthly reports, as well as adhoc reports, that meet regulatory reporting requirements requested by stakeholders (internal and external)
- Attend various forums and meetings (weekly claims forum, Customer Resolution dispute forum, branch forums, monthly claims forum, etc.) to provide insights from a NFO and an internal adjudication perspective in an attempt to avoid complaints and overturns on these cases. This will include the attendance of the ASK OSTI forum to provide views on matters, taking into account previous rulings made by the NFO.
- Provide assistance as required for Customer & Broker Experience ad-hoc requests and projects.
Educational Requirements
- Minimum of 5 years exposure to complaints handling experience or claims experience
- Operational personal and commercial lines insurance experienceWorking knowledge of the NFO office and processes– an advantage.
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