Latest Jobs at Discovery Limited

About the job

Key Purpose

To deliver world class service to all Discovery Health Members, Providers, Employer groups,and Brokers by resolving their queries through various channels, primarily over the telephone and via e-mail. The ability to communicate, mostly by writing to members, clearly and concisely is an important deliverable.

Areas Of Responsibility May Include But Not Limited To

• Servicing all key stakeholders telephonically and via e-mail, as well as other servicing channels as required until the query has been resolved

• Servicing our members in a customer centric way to ensure that we live by our service principles

• Keeping accurate and detailed statistics of all queries and correspondence, which must be reported on weekly

• Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced

• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood

• Achieving and exceeding key performance metrics relating to service delivery.

Personal Attributes And Skills

• Presenting and communicating information (Communicating effectively)

• Delivering results and meeting customer expectations (Customer focus)

• Technology Savvy (Digital Focus)

• Working with people (Collaborating)

• Following instruction and procedures (Self-development)

• Situational Adaptability (Change fit)

• Learning and Researching (Nimble Learning)

• Writing and reporting (Communicating effectively)

• Analysing (Managing Complexity)

• Deciding and initiating action (Decision Quality)

Essential

Education, Skills, Knowledge and Experience

• Matric with Mathematics or Accounting -50% and above

• Having a achieved a minimum of 60% In English in Matric

• Degree/Diploma in Communications or Prior work experience where a strong component/focus was on corresponding with customers via e-mail or other digital channels

Specific Skills

• The Business Writing Skill is important in this role

Minimum Experience

• At least 12 months working experience in a customer services environment

Employment Equity

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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Key Purpose

• To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.

Key Outputs

• Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties
• Dealing with all queries through to resolution
• Keeping client up to date with their queries
• Ensuring excellent quality service to all members
• Completing administrative and repetitive tasks
• Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
• Logging of all queries and routing all enquiries to correct departments
• Working on Africa Health Insurance systems
• Keep up to date with policy and product changes
• Assisting with written correspondence where necessary
• Driving the values of first time resolution on all interactions
• Applying logic in all circumstances

Competencies
Behavioral Competencies

• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions and procedures
• Adhering to principles and values
• Persuading and influencing
• Analyzing
• Coping with pressure and setbacks
• Able to work between shifts allocated

Knowledge

• All Africa Health Insurance product and benefit knowledge
• Africa Health Insurance Systems

Skills

• Time Management
• Verbal and written communication

Qualifications & Experience
Essential

• Matric
• Basic MS Office Knowledge
• Minimum of 6 months customer service experience

Ability to speak to French

Advantageous

• Minimum of 6 months inbound call centre experience in a customer service environment

EMPLOYMENT EQUITY                                

• The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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Key Purpose

Involved in the development and dissemination of effective sales strategies, compelling product positioning and tools for Discovery Insure products for clients, advisors and other stakeholders including media.

Areas of responsibility may include but not limited to

• Provide customised support for specific sales opportunities and new business initiatives 

• Package and drive the roll-out of new products and benefits through the annual launch cycle

• Develop and present roadshow, PPD and training material 

• Provide technical product support to distribution and servicing channels.

• Develop compelling analytical content and product toolkits to demonstrate how the Discovery Insure value propositions deliver exceptional value to clients, advisors and other stakeholders

• Produce objective industry analysis and market insights which clearly position Discovery Insure as the authority on: how the industry operates and the broader competitor landscape

• Utilise technical product knowledge, including understanding of competitors, to identify  
  business opportunities 

• Support R&D decision-making and strategy through distribution and client insights  

Personal attributes and skills

• Strong problem-solving skills

• Sophisticated written and verbal communication and presentation skills

• High level of attention to detail

• Strong work ethic with focus on value added delivery

• High degree of personal maturity and a natural capacity to self-reflect, learn and develop

• Complete alignment to Discovery’s core purpose of making people healthier and enhancing and protecting their lives 

Education and Experience

• Actuarial education – Good progress with Actuarial exams

• At least 2 -3 years business experience, with a proven record of innovation, delivery and  
  performance 

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Key Purpose

The Primary role of this Job specification is for the Unified Communication Engineer to assist the Senior Engineers and Specialists on all UC and CaaS Dept projects and CaaS operational tasks. This role will be focused on MS Teams communications and Cisco UC products, not to exclude the current migrations from varios Cisco, Lync and Skype platforms to Teams and also technically understand MS Teams Room products and integrations thereof to the various industry UCaaS and AVaaS offerings always keeping Security in mind. As well as and not limited to also operationally support the AVUC Products and requests from the business. Also further support to the rest of the CaaS Team members on projects and operational tasks. Must be able to efficiency collaborate internally with TS and GIS Team members and the executive members and the rest of the business community.

Audio Visual and Unified Communications & Collaboration responsibilities are utilized in these different areas.

Client Endpoint, Personal Video endpoint, Room endpoint, On-Premises AVUC Collaboration and Servers, Web based AVUC Services, Cloud based services of UCaaS, AVaaS and not limited but must understand and implement the standards/requirements/concepts/infrastructure of audiovisual and unified communications and have a complete understanding of ip networking, sip protocol and security concepts.

Areas of responsibility may include but not limited to

• MS Teams communication product support and full configurations thereof Microsoft PowerShell configuration and implementation.

• Migrate Skype and all other sip communications and UC products to MS Teams Communications suite

• Full understanding and troubleshooting of SIP end to end

• UC selection of products, full support and configurations of the clients.

• Provide support and monitor all the CaaS Dept products/services including the AVUC environment.

• Help troubleshoot across the Multi-vendor platforms networks/sip/security and AVUC.

Personal Attributes and Skills

• Microsoft Server Intermediate knowledge and configurations with support skill.

• Microsoft Server Infrastructure knowledge and support.

• Intermediate Computer/Network/Security/Sip Knowledge.

• MS Teams communications configurations and escalation intermediate skill

• Escalate on alerts and use the monitoring tools from all CaaS Dept offerings.

• Intermediate support and configurations of MS Teams & Cisco UC products including the industry multi-vendor Cloud based service offerings.

Education and Experience

• Matric / High School Diploma or equivalent.

• IT Qualification (N+ or CompTIA equivalent)

• Microsoft Teams / any communication vendor qualifications

• 2 and more years of MS Teams Tech Support and configurations

• 2 and more years of MS Servers infrastructure including PowerShell implementations.

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

go to method of application »

Key Purpose

To attend to applications, incoming e-mails and calls from policyholders, financial advisors, franchises and other companies relating to Legal Transfers. Legal transfers are regarded as Directive 135, Section 14, Divorce Transfers and Death Transfers etc. according to the Pension Funds act, the Long Term Insurance Act, the Taxation Laws amendment act and the Income tax act, notwithstanding any other acts not mention but relevant to the Pension funds.

Meeting minimum volumes required to be completed and taking part in team improvement.

The position is also not limited to what is mentioned above.

Areas of responsibility may include but not limited to

• Data capturing and processing of transfer applications within the agreed service levels

• Answering inbound calls from all stakeholders within the agreed service levels

• Making outbound calls to all stakeholders

• All general correspondence including outstanding requirements and queries

• Dealing with queries through to resolution

• Logging all queries and keeping clients updated with query resolution process

• Completing administrative tasks in keeping accurate detailed records of all queries / correspondence

• Routing queries to the correct department where relevant

• Dealing with irate customers

• Service perception survey reporting and feedback

• To develop or suggest improvements to processes or systems

• To keep up to date of product developments in order to provide advise across various products

• Coordinating own and team’s administration

• Working according to set targets and ensuring that customer satisfaction is constantly attained

• Dealing with escalated calls and queries where the core consultant could not provide first time resolution

• Attending to walk-in clients

• Assist with system change testing from time to time where applicable

• Service level maintenance which may require working late from time to time

Personal Attributes and Skills

• Makes prompt, clear decisions, based on knowledge and not giving advice

• Takes responsibility for actions and projects

• Takes initiative, acts with confidence and works under own direction, Initiates and generates activity

• Upholds ethics and values. Demonstrates integrity

• Promotes and defends equal opportunities, builds diverse teams

• Encourages organisational and individual responsibility towards the community and the environment through our Corporate Social commitments

• Establishes good relationships with customers and staff

• Builds wide and effective networks of contacts inside and outside the organisation

• Relates well to people at all levels

• Makes a strong personal impression on others

• Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others

• Manages conflict. Makes effective use of political processes to influence and persuade others

• Analyses numerical data, verbal data and all other sources of information

• Breaks information into component parts, patterns and relationships

• Probes for further information or greater understanding of a problem

• Makes rational judgements from the available information and analysis

• Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system

• Focuses on customer needs and satisfaction

• Sets high standards for quality and quantity

• Monitors and maintains quality and productivity

• Works in a systematic, methodical and orderly way. Consistently achieves project goals when volunteered to take part

• Appropriately follows direction from others

• Follows procedures and policies

• Keeps to schedules

• Arrives punctually for work and meetings

• Demonstrates commitment to the organisation

• Complies with legal obligations and safety requirements of the role

• Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents

• Works productively in a high-pressure environment. Keeps emotions under control during difficult situations. Balances the demands of a work life and a personal life. Maintains a positive outlook at work. Handles criticism well and learns from it

Education and Experience

• 2 years’ experience in the financial services industry (LISP)

• Call centre experience

• Matric

• Excellent verbal and numeric ability

• Excellent communication skills and comprehension

• Computer Literacy in the following:

  • MS Outlook

  • MS Word

  • MS Excel

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

go to method of application »

Key Purpose

The Head of Discovery Stores provides strategic leadership and drives new business development while positively influencing team sentiment and operating efficiently within the Discovery Stores.    

Areas of responsibility may include but not limited to

• Responsible for the performance of the entire department on all levels

• Formulate, approve and implement department strategy  

• Develop new business opportunities 

• Align departmental objectives with overall marketing and business strategic objectives

• The full end to end scope of team management, including recruitment, upskilling, performance management

• Driving the achievement of the Stores team goals and objectives

Competencies

• Ability to lead a high performing team 

• Good financial management skills

• Ability to negotiate

• Excellent verbal and written communication skills

• Project management

• Attention to detail

• A passion for customer service

• Ability to work within a virtual team 

• Ability to conduct presentations at staff, middle management and executive levels 

• Able to take initiative and exercise sound judgment and decision making

• Ability to work in a highly pressurised, target oriented environment

• Ability to motivate and inspire others.

Education and Experience

• Minimum 3-year BCom or BSc undergraduate

• Post graduate qualification in marketing/business management is advantageous

• Relevant financial services industry

• Discovery product and process knowledge is beneficial

• Knowledge of healthcare service provision and practice management is essential

• Understanding of POPIA, CPA and TCF is essential

• Knowledge of retail management best practice 

• Minimum five years’ experience in people management

• Minimum three years’ experience in operational management

• Retail management experience is advantageous

 EMPLOYMENT EQUITY

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

go to method of application »

Key Purpose

To provide dedicated support to Key Account Managers (KAM) and all other stakeholders as defined by the Division, specifically relating to, but not limited to, administrative duties.

Areas of responsibility may include but not limited to

• Up to date mailbox and diary management on behalf of stakeholders.

• Ensuring that all internal divisional trackers are kept up to date on behalf of stakeholders in the agreed timeframes.

• Daily, weekly and monthly report distribution to KAM stakeholders.

• Sourcing and preparation of statistics/ reports on behalf of stakeholders.

• Adhere to the quality and service standards as laid down by the Division, within the set TAT and work schedules.

• Telephonic support to external stakeholders with basic training on Insure systems e.g FAZ, SMAD etc.

• Facilitation of escalation enquiry resolution in the agreed turn-around time (e.g claims, new business comparisons, policy reviews, finance, DQ) on behalf of the relevant stakeholders.

Competencies

• Deciding and initiating action,

• Working with People,

• Adhering to Principles and Values,

• Presenting and Communicating Information,

• Analysing, Planning & Organising,

• Delivering Results and Meeting Customer Expectations,

• Following Instructions and Procedures,

• Coping with Pressure and Setbacks.

Skills

• Advanced skills required in verbal & written communication,

• Conflict handling

• Time management and planning.

• Intermediate skills required in MS Office

• Relationship building.

Specific Knowledge

• Advanced knowledge required of Discovery systems and Insure product,

• Intermediate knowledge of the short-term industry,

• Risk management and understanding the broker community.

Qualification

• Matric

Experience

• Minimum of 2 years cumulative experience in servicing (essential);

• Underwriting exposure (advantageous);

• Broker servicing short-term insurance (advantageous)

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.