Latest Job opening at Ignition Group

Description

The Reactivations Agent will be is responsible for supporting internal customer servicing areas in the retention and alteration of active client policies; be responsible for contacting selected customers to present information and explain product offerings as part of IFS’ strategic focus on improving retention, retargeting and cross sell activities; explain selected insurance products and associated benefits and prices, while answering any questions from customers.

The Reactivations Agent ensures that  FAIS, FICA and POPIA standards are adhered to when dealing with customer calls and correspondence and ensure that adequate levels of knowledge on these areas held.

We are offering vibrant and goal driven individuals the opportunity to master their sales and customer services skills to further their professional development.

• Responsibilities:
• Understand selected products and services available to identified client segments.
• Meeting all KPI’s targets.
• Foster open communication through active listening.
• Ensure accuracy in all capturing activities.
• Address questions from clients.
• Explain selected policy or product features.
• Effectively manage available the leads to maximize success rates.
• Ensure that all communication to customers is within agreed standards.
• Maintain strict confidentiality at all times and adhere to legislation and service guidelines.
• Sales and customer services objection handling.
• Must be skilled in client servicing and closing of prospective sales.

\Requirements:

• Matric / Grade 12 (Essential)
• Outbound call centre sales experience (Minimum 6 months)
• Insurance policy servicing (Advantageous)
• Insurance experience (Advantageous)
• Criminal and credit clear (Essential)
• Computer literacy (Essential)
• Proficient in MS Word, Email and good typing speed (Essential)
• Neutral accent with excellent verbal and written English communication skills (Essential)

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Description

The successful Group Recruitment Consultant will be responsible for all aspects of recruitment and selection within an in-house environment, from; building positive relationships in order to gain a better understanding of your clients' (internal Hiring Managers) recruitment needs and requirements, to facilitating our employee’s access and selection for internal career prospects.

We are looking for a self-starter who will roll up their sleeves and execute on a variety of vacancies from general administrative support, through to Senior and technical positions. Each role critical to our company’s success.

The detail :

• Source, select and secure the services of our future employees, matching candidates with the company’s culture and their skill with our strategic imperatives.
• Leverage career portals and social media initiatives to communicate attractive vacancies to our audiences.
• Guide hiring managers and candidates through the recruitment process ensuring clear communication and the best brand experience possible throughout. 
• Coordinate and aid in the facilitation of smooth onboarding practices, so that every new employee feels welcomed and safe in their career decision.

Working hours: 12.00pm - 21.00pm / 13.00 - 22.00pm (Hybrid)

Requirements

Are you this person?

• Do you have an HR relevant Degree, Diploma or equivalent?
• Do you have at least 5 years experience in an agency environment and/or experience within a senior and technical support recruitment environment.

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Description

The intern will utilize analytical tools and techniques to derive insights, identify trends, and present findings to stakeholders. Key responsibilities include:

Data Collection and Cleaning:

• Collecting HR data from various sources, including databases, surveys, and performance evaluations.
• Cleaning and organizing datasets to ensure accuracy and completeness.

Data Analysis:

• Performing statistical analysis and data mining to identify patterns and trends.
• Utilizing tools such as Excel, Python, R, SQL, and Power BI for data analysis and visualization.

Insights and Recommendations:

• Interpreting data to provide actionable insights for HR initiatives and decision-making.
• Collaborating with HR professionals to develop recommendations for optimizing processes and improving employee experiences.

Project Support:

• Assisting in special projects related to HR analytics, such as predictive modeling, workforce planning, or diversity and inclusion initiatives.

Documentation and Presentation:

• Documenting methodologies, findings, and recommendations for future reference.
• Presenting analysis results and recommendations to HR leadership and other stakeholders.

Qualifications:

• Pursuing a Bachelor’s or Master’s degree in Data Science, Statistics, Computer Science, or a related field.
• Strong analytical skills with proficiency in data analysis tools such as Excel, Python, R, SQL, and Power BI.
• Familiarity with statistical techniques and methodologies.
• Excellent communication and presentation skills, with the ability to convey complex concepts to non-technical audiences.
• Detail-oriented with a passion for problem-solving and continuous learning.
• Previous experience or coursework in HR analytics or related field is a plus.

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The detail

• Identify risks that would lead to financial, operational and business loss.
• A keen understanding of the collections end to end process flow i.e., Inbound, outbound, Admin and identifying regulatory body complaints (beneficial if you understand the Billing / Payment post sale procedure)
• Audit various current processes and procedures to identity if this is in fact working or if there are gaps.
• Implement processes and procedures to mitigate such risks.
• Monitor improvements within the designated area of concern. This would also extend to the Commercial aspects of the business.
• Drive improvements with the relevant departments manager (management teams) by conducting calibration and collaboration sessions.
• Highlight areas of exposure to the Risk manager whilst providing insights around how the department is affecting revenue.
• Liaise with the affiliated department that the auditor is assigned to by offering advice and support.
• Conduct training and coaching relevant to the risk mitigation as and when required.
• Monitor usage of applications that generate immediate payment such as Swiffy and Ziyabuya.
• Provide monthly overviews to the business at large.

Desirable

• A plus for us is experience in working with Collections Team.
• Experienced in support of new agents within the business by conducting audits on their performance.
• Knowledgeable of strategies that ensure that revenue intake from the department makes a positive impact on the business.
• Able to drive contractual obligation by clients which are affiliated to the Operational rules, regulations and legislations are being adhered to.
• Able to drive compliant behaviour regarding banking and governing bodies requirements. This could include credit card (other affiliated banking ussd confirmations as designated by the client)
• Able to drive script audit practises and adherence.
• Able to conduct calibration sessions with relevant stakeholders to ensure the educational piece on operational risk is filtered through.
• Able to conduct audits on training sessions so that gaps identified from a QRC perspective is fed back to the collections manager.
• Able to make informed rulings on disputes/complaints raised by Collections team, consumers, or regulatory body.
• Able to conduct roll outs either in terms of the Compliance guide updates (other compliance related requirements)
• Able to monitor / audit online applications that ensure team leaders are progressing agents accurately

Requirements

Are you this person?

• Do you have an enquiring mind and an eye for inaccuracies?
• Are you a person who pays careful attention to detail?
• Are you big on communication and driving improvements?
• Can you conduct and present findings in a platform that is middle and senior management facing?
• Are you proficient in Microsoft office?

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Description

The Group People Consultant is responsible for coordinating and implementing the human resources operational activities. This is done by, ensuring that the company’s human capital service the best interests of the company. This position provides excellent service to all stakeholders and ensures at all times that HR processes are implemented with integrity and professionalism.

Key roles and responsibilities :

Query resolution

• Attend to HR queries from employees and management to ensure the accuracy, security, and compliance of all employee data on relevant systems.
• Serve as a HR subject matter expert and point of escalation for employee related queries.
• Provide support to employee on various HR aspects.
• Provide advise and recommendations to HR personnel for resolution of daily issues.
• Coaches managers in dealing with employees in difficult situations.
• Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.

HR process and policy implementation and consultation

• Administer and implement assigned HR services operations and processes.
• Attract and select the right people in the company.
• Ensure that performance management processes have been implemented effectively and efficiently.
• Serve as internal consultant by analysing the effectiveness of the company’s current HR programs and recommending improvements.
• Ensure HR programs and services are in compliance with established policies, procedures and legislation.
• Provide frequent and instant feedback to management about the people management practices.
• Implement company policies and procedures.

Project implementation

• Work with management to implement the HR strategy.
• Engage in different people management projects in the business unit.
• Support a diverse variety of HR Operations projects that range significantly in size and complexity.

HR service operations and administration

• Oversees HR administration in the company or assigned business unit.
• Participate in workforce administration processes (time and attendance, talent acquisition, compensation and benefits, etc).
• Ensure that data contained in HR systems is accurate and in compliance with legislation and HR processes.
• Maintain knowledge of trends, best practices, regulatory changes, and new technologies in human resources, talent management, and employment law.
• Provide guidance and interpretation for business operations.

Requirements

Knowledge, skills and attributes:

• Has knowledge of the company’s performance management processes.
• Good knowledge of various HR functions such as benefits and compensation, recruitment, onboarding, evaluation, training and development.
• Display knowledge of industry best practice.
• Demonstrate relevant business process and functional knowledge.
• Display excellent listening skills, attention to detail and empathy.
• Display a high level of client focus an orientation.
• Demonstrate problem analysis and solution formulation skills.
• Act as an advisor and display effective influencing ability.
• Display the ability to exercise sound judgement on employment related matters.
• Display the ability to exercise the appropriate discretion when working with confidential and sensitive matters and information.
• Possess the ability to execute HR processes in line with business requirements and group strategy.
• Display management and leadership capabilities and have excellent collaborative and team working capability.
• Demonstrate the ability to build and sustain effective working relationships with employees at all levels in the organisation.
• Possess the ability to facilitate contact between different people.
• Possess the ability to mentor, coach and develop others.
• Ability to explain ideas and concepts in a simplified manner.

Education and training:

• Diploma in Human Resources, Business or a related field.
• Bachelors degree in HR would be advantageous.
• Labour Relations certification (advantageous).

Experience:

• At least 2-3 years’ experience working in a HR environment of which 1-2 years in a People Consultant position.
• Experience implementing and managing projects.
• Experience with HR software, like HRIS.
• Experience managing conflict and sensitive issues and achieving positive outcomes.
• Experience developing and managing change projects and programmes.
• Experience delivering strategic priorities within strict timelines.
• Experience implementing workforce plans that reflect company/departmental need.

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The role:

The Quality Assurance agent is required to ensure call quality, adherences to sales conduct and provide feedback to team leaders, managers, and trainers to enhance the performance of the sales agents.

 This is specific to the monitoring of all calls, whether sale or non-sale, with the intent of providing feedback to stakeholders on the compliance of sales requirements to minimise risk.

The detail:

 Monitoring

• Daily Monitoring via telephonic call assessments of sales/non-sales calls from agents
• Ensuring that the sales agents comply with sales policies and procedures.

 Risk Management and Compliance

•  Facilitate risk management in terms of identifying issues where misleading and possible claims against the company arise
• Eliminate cancellations and returns/escalations by providing accurate and relevant feedback to relevant stakeholders.
• Confirmation of compliance requirements per client business rules.

Requirements

Are you this Person:

You have a Matric and/or tertiary qualification?

•  Are you willing to work flexible shifts, dependent on operational requirements?
•  Do you have QA /call centre experience /admin experience?
•  Are you as fanatical about attention to detail as we are?
•  Target and results-driven, excellent communicator (English) and listener, good time management and patience – does this sound like you?