Job Vacancies at Telesure Investment Holdings (TIH)

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.

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 or meeting; 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 (advantageous) and Fais Credits 

EXPERIENCE

• General Experience
• 1 year telephonic sales experience (essential)

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JOB PURPOSE

• The System Analyst ensures that GIT Service Management systems are maintained and developed to ensure GIT Service Management objectives are met. The System Analyst ensures that GIT delivers stable and high-quality software systems to its client, TIH. This is done by understanding, studying and analysing requirements for system changes and new systems altogether. The System Analyst draws up technical impact documents as well as writing technical documents that supports the developer to execute on the requirement.

RESPONSIBILITIES

Administration

• Produce, update and provide best practice support on the Service Management system, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes. Act as a SPOC (single point of contact) between Business, Support Teams, Vendors and GIT.

Design and Conceptualisation

• Research and interpret data, trends, and benchmarks relevant to digital products/services design. Design, develop and maintain the GIT Service Management system (SysAid), ensuring that new enhancements are tested and implemented according to best practices.

Analysis of "As Is" and "To Be"

• Support and contribute to the documentation of "as is" and "to be" processes and describe the changes required to migrate to the "to be" capability to record accurately the change required.

Database/Systems Specifications

• Provide information and comments on suitability during approval process for system or database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved. Apply ITIL frameworks in systems design, maintenance & deployments.

Information Security

• Support implementation of required security measures such as firewalls or message encryption, monitoring performance to notify security experts of any problems.

Testing IT Performance

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

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.

Operational Compliance

• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. Ensure Service Level Agreements and Contracts are in place and reviewed. Ensure standard operating procedures are in alignment with enterprise processes and governance for compliance purposes.

Requirements
GENERAL EDUCATION

• Matric/SAQA Equivalent (Essential)
• Relevant ITIL certification and / or accreditation (Essential

GENERAL EXPERIENCE

• 1-3 years’ experience in IT Service Management, managing and operating the function (Essential)
• Experience with UML designs and/or IBMI/SQL (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.

Data Collection & Analysis

• Ask questions, gathers relevant information to assist to resolve customer request.

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.

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 customised responses (internal and external)

Work Scheduling and Operational Compliance

• Organise own work schedule each day in line with changing priorities. 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.

Document Management

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

Requirements
EDUCATION

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (essential)
• Regulatory exam 5 and FAIS (essential)
• Class of Business

EXPERIENCE

• General Experience
• I year call centre experience in the Short term insurance industry (essential) or 3 years call centre experience in Financial services industry

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Job Purpose

• Manage the portfolio of short-term insurance customers; including amendments, upselling, claims management, retentions and collection functions.

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. Encourage customers to utilise digital channels for claims, document self-service and claims certainty.

Data Collection & Analysis

• Ask questions, gathers relevant information to assist to resolve customer request.

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

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)

Work Scheduling and Operational Compliance

• Organize own work schedule each day in line with changing priorities. 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.

Document Management

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

Customer Needs Clarification

• Clarification Set clear objectives for each 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.

Customer Service

• Provide a quality service to customers while identifying opportunities to secure new business or support retention.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain alternative solutions to the customer and influence the customer to retain their business.

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

• Enter relevant information into the CRM system after each contact with a customer 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 quality and timeliness; use performance management systems to improve personal performance.

Portfolio Management

• Manage of PA active portfolio by means of premium income, claims loss ratio, complaints management, cancellations to ensure positive growth.

Requirements

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (essential) Regulatory exam 5 (essential) Class of Business (essential) Class of Business Commercial (advantageous) Diploma in Customer Service (advantageous)

General Experience

• 2 - 3 years call centre experience in the Short-term insurance industry or Financial Services Industry (essential) 1 year Retentions experience (essential) High Net Worth experience (advantageous)

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JOB PURPOSE

• Manage the successful end to end planning, execution and delivery of projects, to the required business objectives within the constraints of time, cost and quality.

RESPONSIBILITIES

Project, Program and Portfolio Management

• Plan and manage the delivery of projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved. Ensure projects are realistically planned, organised and resourced, to deliver against requirement / project plan.

Project and Program Deliverables

• Plan and lead the delivery of a range of information gathering, analysis, and stakeholder consultation activities and specify, negotiate, and agree on project deliverables. Remain deliverable focused with each unique project delivering a product service result. Make decisions regarding the project, in context of the project boundaries, within the overall envelope of approved time, cost and scope and is accountable for the results of the project. Ensure a clear understanding of the project goals and stakeholder expectations. Effectively negotiate and define scope of work with all stakeholders thereby ensuring effective delivery.

Project and Program Stakeholder Engagement

• Develop and implement stakeholder engagement plans for projects to identify relevant stakeholders, to develop positive stakeholder relationships, and to ensure that each stakeholder has an appropriate share of voice. Ensure effective communication to business owners, internal customers and other relevant stakeholders, to keep them informed, facilitate decision making, take corrective action and set direction. Build sound working relationships with all relevant stakeholders, delivery partners and 3rd parties. Ensure the effective facilitation of all stakeholders’ input.

Project and Program Risks and Issues Management

• Manage identification of risks, issues, dependencies, and constraints associated with the project, escalating these where appropriate. Where necessary, develop, agree on and implement solutions to overcome these. Transparently manage and control project delivery through effective management and communication of risks, issues, expectations, scope change and decisions required.

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 utilization. Motivate resources to achieve a unified approach.

Project and Program Reporting and Reviews

• Draft project review reports and presentations, including key information, commentary, and recommendations to support the review process and enable stakeholders to evaluate progress and agree on change. Track and report on the financial business benefit reports.

Project and Program Governance

• Ensure compliance of projects to EPO project governance framework and methodology. Ensure effective and efficient project administration including project documentation, schedule planning and maintenance.

Continuous Improvement

• Review existing operations in own area of work and implement innovation processes to generate new ideas and ensure continuous improvements are delivered.

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.

Requirements
GENERAL EDUCATION

• Grade 12/ SAQA Accredited Equivalent (Essential)
• Certification or Accreditation in a Recognised Project Methodology (Agile, Prince2/PMBOK) (Essential)
• 3-year Degree or Diploma in Project management (Advantageous)

GENERAL EXPERIENCE

• 5 or more years’ experience in the discipline of Project Management (Essential)
• Previous senior project management experience (Advantageous)
• Experience in Financial Services Industry (Advantageous)