Job Vacancies at Telesure Investment Holdings (TIH)

JOB PURPOSE

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Responsibilities

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

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.

Administration

• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building

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

Work Scheduling and Operational Compliance

• Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory exam 5 (Advantageous);;
• Class of Business (Advantageous)
• Customer Service certificate/or related qualification (Advantageous)

Experience

General Experience

• 2 or more years customer service experience (Essential);
• 1 year call centre experience in Financial services industry (Advantageous)

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JOB PURPOSE

• Obtain and capture information from insured or designated persons for purpose of settling claim with insurance carrier. To assist with administrative amendments, provide information and insights on policies, additional benefits and up-sell products to the customer.

Responsibilities

Customer Management (External and Internal)

• Help manage customers by carrying out standard activities and provide solutions for first call resolution and completion of customer request and executed according to the required standard.

Customer Needs & Analysis

• Ask questions and probe for clarity to gathers relevant information to assist in resolving customer request.

Up-sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs explain the selection to the customer, and influence the customer to make a purchase.

Correspondence

• Respond to routine requests using telephonic conversation or emails and to more unusual requests by editing templates to create customized responses (internal and external).

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.

Administration

• Update policy information e.g change of address, change policy holder details, banking details and attend to the customer request on a range of policy related issues. Provide best practice support to customers on the administration process requirements and other departmental systems, in line with claims policy, rules and SLAs.

Personal Capability Building

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

Work Scheduling and Operational Compliance

• Work according to an assigned schedule. Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory exam 5 (Advantageous);
• Class of Business (Advantageous)
• Customer Service certificate/or related qualification (Advantageous)

Experience

General Experience

• 2 or more years customer service experience (Essential);
• 1 year call centre experience in Financial services industry (Advantageous)

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Job Purpose

• Build, develop and lead a skilled team, that provide analytical support, data mining, predictive modelling, strategic guidance and decision making; delivering a high ROI across the TIH group.

Responsibilities

Advanced and Predictive Analytics

• Deploy advanced and predictive analytics across the company by identifying compelling business cases, establishing synergies with different technologies, defining implementation road maps, and consulting with various business departments to derive actionable recommendations and customize solutions.

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.

Data and Analytics Strategy

• Lead the implementation of data and analytics strategy by developing a data insights integration approach and process aligned to key business processes and decisions.

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.

Data Exploration

• Lead the performance and integration of highly sophisticated analytics to promote understanding of different business areas or critical business challenges/opportunities.

Insights and Reporting

• Establish business-critical strategies to create, present, and communicate high impact data and analytics insights and recommendations to critical internal and external stakeholders.

Data Management

• Take responsibility for developing and delivering a key element of the organization's data management system.

Design and Conceptualization

• Lead a collaborative digital product/service design process by gathering input across all product/service portfolios to define a design system that is viable and scalable, and which strengthens the brand. Lead a cross-portfolio, multidisciplinary team that contributes to the evolution of the system.

Information and Business Advice

• Provide senior managers and the business unit with advice and guidance on policy, projects, and change initiatives.

Performance Management

• Manage and report on performance within the department or area of responsibility; 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.

Budgeting & Costing

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

Continuous Improvement

• Lead the review of existing operations and the implementation of innovation processes across the department to ensure that continuous improvement outcomes are delivered and that the department remains at the forefront of the industry.

Compliance

• Implement a compliance system (e.g. POPI act) and identify shortcomings in compliance processes, systems and procedures. Work is focused on an assigned unit or discipline.

General Education

• Grade/SAQA Accredited Equivalent (Essential);
• 3-year degree in Information Technology / Sciences / Informatics / Applied Mathematics / Statistics /
• Quantitative sciences / Actuarial sciences / Data Mining (Essential);
• Master’s Degree in Information Technology / Sciences / Informatics / Applied Mathematics / Statistics / Quantitative sciences / Actuarial sciences / Data Mining (Advantageous)

General Experience

• 8 or more years working experience within an analytical, data science or computer science environment (Essential);
• Do you have experience in the Financial Services Industry (Short-Term Insurance) (Advantageous)
• Do you have 6 or more years experience of planning, managing and organizing resources within short / medium timescales within the overall policy framework (Essential)

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About the job

• Gross Sales Expected Behaviour: as per business plan (248 sales) Quality Assurance Expected Behaviour: Less than 20 error points Gross Closing Expected Behaviour: as per business plan New Business Cancellations Expected Behaviour: as per business plan Nett MP Penetration Expected Behaviour: as per business plan Conversion Expected Behaviour: as per business plan

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JOB PURPOSE

• Deliver and support sound quality of claims decision making, prevent fraud and manage expenditure through the validation of claims by using expert abilities in various fields of investigation. Ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so in order to assist in achieving the required operational targets.

Responsibilities

Needs Assessment

• Explore issues or needs, establishing potential causes and barriers as well as related issues.
• Supervise and guide the validation and investigation of claims and applying expertise, utilizing resources (e.g. police, supplier etc.) and interviewing customers as well as other parties.
• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature.

Performance Management

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

Organizational Capability Building

• Use the organization'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 in own area of expertise to enable others to improve performance and fulfill personal potential.

Data Collection & Analysis

• Ask questions, collect data from a variety of sources, analyse information and decide the best course of action.
• Provide guidance and make decisions according to established criteria to ensure standardization across the organisation by accurately administrating and underwriting claims.

Work Scheduling and Operational Compliance

• Contribute to optimize work practices and procedures by maintaining an acceptable workload in order to get the job done, coordinating with support services.
• Ensure claims are finalized within the set parameters (turnaround time, terms and conditions applied accurately).

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.
• Uphold agreed service level agreements and ensuring customer satisfaction and retention.

Operational Compliance

• Maintain and renew a 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. Highlight shortcomings in compliance processes, systems and procedures and suggest and develop ad hoc improvements. Work is focused on an assigned unit or discipline.

Stakeholder Engagement

• Effectively build, maintain and manage relationships with service providers and suppliers, colleagues, internal and external customers.

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.

Administration

• Produce, update and provide best practice support to Loss Adjustors on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.
• Ensure accurate administration and underwriting of claims.
• Maintain an acceptable claims expenditure ratio by finalizing and adjusting claims accurately.

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.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential);
• Regulatory Examination (Essential); Science (Mechanical / Physical), Mathematics and African Language (Advantageous); Relevant diploma or qualification for the role; for example Forensic Investigation Diploma / Insurance Institute qualification (Advantageous)

Experience

General Experience

• 5 or more years work experience in any investigative work/ police / forensic / audit (Essential)

Managerial Experience

• 2 to 3 years experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

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JOB PURPOSE

• Contribute to the VAPS Division's goals by tactically and strategically positioning the Sales channel to effectively and optimally conduct in-house VAPS sales practices in order to expand and sustain market share.

Responsibilities
Leadership and Direction

• Communicate the VAPS Divisional strategy and its relationship to the organization's mission, vision and values; clarify the actions needed to implement it within VAPS Sales; motivate people to commit to VAPS Sales targets and to doing extraordinary things to achieve VAPS business goals. Lead the expansion of VAPS Sales operation within the broader VAPS strategy.

Business Planning

• Develop and propose annual business plans for VAPS Sales, ensuring alignment with strategy. Align business targets with appropriate gearing models.
• Recommend financial and headcount budgets; propose business targets; carefully monitor and manage cost per sale within the planned gearing models to enable growth; and schedule key activities/projects, ensuring continuous monitoring of QA, effectiveness and sale system enablement and integration with other elements of the organization.

Performance Management

• Manage and report on the performance of VAPS Sales; set appropriate performance objectives in relation to sales volume, sales effectiveness, campaign optimisation and QA for the VAPS Sales division and hold direct reports accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of sales targets.

Functional Strategy Formation

• Lead the development and implementation of strategy for Sales within VAPS, anticipating complex issues, challenges, and opportunities, and ensuring integration with the wider functional VAPS strategy, targets and planning.

Sell Customer Propositions

• Collaborate with a cross-functional internal team (VAPS Marketing, VAPS
• Product and Actuarial) to optimally offer the right product solution, to the right customer, at the right time, in order to deliver value add for the customer.
• Negotiate agreement internally, to ensure the customer requirements are met and carefully monitor adherence to these requirements (E.g.: QA) on an ongoing basis. Continuously look for improvements in current campaign design and campaign rules, in order to deliver correct combinations of products to customers.

Insights and Reporting

• Set and drive execution of a data and analytics reporting plan in VAPS Sales, creating strategies and templates to report data in a meaningful way. Create, present, and communicate high-impact data and analytics insights and recommendations to critical internal and external stakeholders.

Organizational Capability Building

• Identify the capabilities needed to meet the current and emerging business needs of VAPS Sales. Ensure that high caliber of skills is maintained, specifically within a growth environment. Evaluate current capabilities, identify gaps, and prioritize development activities. Motivate others to develop their capabilities and fulfill their personal potential.

Budgeting & Costing

• Take responsibility for setting and managing the VAPS Sales budget so it aligns with VAPS Divisional strategy. Carefully deploy VAPS Sales resources, in line with VAPS commercial strategy and profitability objectives, ensuring optimal return on costs incurred in a growth environment.

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.

Customer Relationship Management (CRM) Data

• Identify and communicate opportunities for system improvement that may enhance the management of customer relationships including scripting, compliance, systems usability and sales quality.

Operational Compliance

• Ensure that business activities within VAPS Sales comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the organization.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); RE Qualification (Essential);
• 3 year Business Related Degree/Diploma (Essential)

Experience

General Experience

• 7-9 years experience within a sales call centre/financial services environment(Essential)

Managerial Experience

• 3 or more years experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)