Career Opportunities at Discovery Limited

Key Purpose

• The primary function of this role is to support the identification, assesses and management claims with internal and external stakeholders within the Disability Management process from Early Identification through the lifecycle of the claim. The individual will be responsible for the technical pre-assessment of claims, queries, and relationship management. You will therefore need advanced technical skills, particularly in excel, excellent communication skills, and be comfortable working to extremely tight deadlines. The goal of the role is to manage the disability claims experience through innovative and efficient claim administration principles.

Areas of responsibility may include but not limited to

• Technical assessment of claim by checking the applicable cover, scheme and member details, eligibility, financial details etc. on compass, Discovery Health and on ASISA (Association for Savings and Investment South Africa)
• Assess and confirm the eligibility, authenticity and validity of all evidence submitted by clients
• Move the claims from pre-assessment pool to assessment on Claims Management System
• Acknowledge all information received and let the client know who the assessor is.
• Request additional information and explain why the information is still required If there is no medical information shared in any evidence or forms submitted
• Assess and confirm the eligibility, authenticity, and validity of Certificates of Existence Claims
• Assess and confirm the eligibility, authenticity, and validity of all notifications
• Capture all types of claims, incoming and outgoing information, and notifications on the Claims Allocation sheets/platform
• Maintains, arrange, organize, and update the filing systems and procedures on SharePoint
• Sending out reminder letters on due dates for all pending claims and existing claims that are undergoing reviews.
• Keeping records and processing payments of medical accounts
• Responding to queries, especially account queries, immediately
• Proving claim experience, list, or monthly report to the customers, including pricing and Customer Service advisor.
• Following up on reports and confirming appointments date payments
• Ensuring that all documentation and communication sent out meets all technical and professional compliance
• Ensuring that all queries are dealt with professionally, effectively, and stipulated turn-around times are met
• Ensuring effective communication with role players involved
• Attending client meetings to support team as needed
• Data management on data management system including monthly claims register submission
• Validating data on claims registers

Personal Attributes

• Resilient
• Adaptable/ flexible
• Dependable and Reliable   
• Elevated level of Integrity
• Tenacity
• Self-starter with a high attention to detail and be able to multi-task
• Good at follow through
• Exceptional ability to communicate written and orally
• Problem solving and solution focused
• Analytical – interpretation
• Building relationships
• Coping with pressure
• Time-Management and Organizational Skills
• Must be team orientated, willing to assist other team members in the office
• Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
• Outstanding customer service skills

Education and Experience

• Matric-essential
• Tertiary qualification is administration, data management advantageous
• Telephone etiquette, detail orientated and self-driven. Customer centric focus to be evident.
• MS Office- Advanced Excel skills, operational processes, and process mapping.
• 2 – 4 years claims experience in the long-term insurance industry. Pension and Provident Fund experience is advantageous

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Key Purpose

• The implementation of brand and communication strategy within required timelines, within budget and at the Discovery marketing standard.

Areas of responsibility may include but not limited to

• Input into the creation and implementation of marketing plans based on objectives and budget.
• Prepare proposals and marketing plans
• Translate communication into different media and positioning for different audiences
• Liaise with relevant business areas, marketing dpeartment and external suppliers:
• Align on marketing deliverables 
• Obtain and manage approval aligned to the sign off SOP
• Manage expectations of all stakeholders
• Maintain and build reciprocal relationships
• Take end-to-end accountability and responsibility for assigned marketing deliverables
• Budget monitoring and supporting the costing and approval process
• Ability to develop reporiting on projects and to identify opportunities for improvements and new ideas.

Competencies

• Ability to structure and present marketing strategies to stakeholders
• Knowledge of marketing principles and best practices
• Exceptional verbal and written communications skills
• Ability to convert technical information to audience appropriate communication
• Above average ability to multi-task on multiple projects without compromising deliverables or stakeholder relationships
• Ability to critically evaluate communication elements including rationale for channel selection
• Influence and persuasion skills aligned to project deliverables 
• Ability to work well in within the brand team as well as across cross-functional teams
• Exceptional attention to detail
• Time and project management skills

Education and Experience

Qualifications

• Minimum 3 year relevant undergraduate degree or diploma, honours preferable
• Minimum 3 years experience in Marketing, PR or Communication
• Relevant industry experience - healthcare and/or financial services

Knowledge

• Discovery’s products and business processes
• All relevant promotional channels
• Agency process and relationships
• Print and production processes
• Critical elements of successful communication
• Broader marketing planning
• Knowledge of how this role and the Discovery Health brands fit into the overall Discovery brand and marketing strategy

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Key Purpose

• The primary function of this role is to , analyse, define and design specifications for Discovery Life digital platform requirements in accordance with standards.
• Specifically, foster a collaborative relationship with stakeholders to improve business inefficiencies by managing dynamic new projects and product enhancements within the web and mobile platforms. Gain competitive advantage on our products and ultimately to provide better service to our clients. Using knowledge of the organization’s technology infrastructure and specific software applications and digital channels to help the business address changes through technologies.

Areas of responsibility may include but not limited to

• Liaise with the product owners, architects and Technical Marketing stakeholders to gather, analyse and define requirements and design specifications for Digital Platform requirements that have been identified.
• Understand the tasks, goals and needs of the target audience and translate them into creative concepts.
• Conduct Joint Application Design ( JAD)/review sessions with stakeholders and present solutions for Digital Platform enhancement initiatives.
• Presenting requirements in the necessary meetings or forums.
• Establishing a collaborative relationship with the business areas including Marketing Services, Technical Marketing, Product Development, Legal and Compliance
• Working closely with designated team of analysts, ux experts and developers to deliver requirements.
• Manage and meet deadlines while providing regular updates on progress to stakeholders to manage delivery of requirements.
• Review and sign off test plans to ensure that requirements are tested effectively.  
• Investigate and assist in the resolution of production defects and queries when required to ensure that Discovery Life systems operate efficiently. 
• Adherence to the BA working standards where applicable
• Adherence to the agreed Systems Development Life Cycle (SDLC) for systems development
• Collaborate, negotiate and co-ordinate with various stakeholders to produce and obtain sign off of requirements.

Personal Attributes

Behavioral Skills

• Stress Management
• Time management and prioritization
• Creativeness
• Learning orientation
• Negotiation skills
• Innovation

Education and Experience

Essential

• Matric
• IT degree or diploma
• 2 or more years’  of business analysis experience

Advantageous

• Relevant BA qualification
• Experience with mobile and or web development
• UX and design certification and/or experience

Specific Skills and Knowledge

• Essential
• MS Office Suite (Expert)
• Analytical skills
• Excellent Communication and Business Writing Skills
• Presentation and Facilitation Skills

Advantageous
Knowledge of:

• SQL
• Atlassian tool suite (Jira, Confluence) (advantageous)
• Entity Diagram mapping
• Software testing pack design, functional testing
• Discovery Life Products
• Discovery Life Systems
• XML
• Figma

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Job Purpose

• The Regulatory Compliance Analyst assists in implementing  the regulatory compliance strategies of the bank. Assists in the establishment of an effective compliance function, framework and core processes for the bank. The Regulatory Compliance Analyst will also play a role in assisting with the establishment and ongoing support relating to an effective compliance function, framework and core processes for the Bank.

Areas of responsibility may include but are not limited to

• Developing an understanding of the Regulatory Compliance landscape for Discovery Bank.
• Research in order to understand the different pieces of legislation that impact the Bank.
• Collaborative engagement with the Regulatory Compliance team and internal stakeholders, to understand the controls that are in place to mitigate any risks that may arise from non-adherence to these pieces of legislation.
• Support to the Regulatory Compliance team and the Bank, by providing innovative training solutions to land the mandatory Compliance training requirements in a manner that is easily understandable and unique.
• Assist with projects, administration and Regulatory Reporting.
• Willingness to embrace new challenges and be inducted into a fast paced, innovative, progressive and future fit organisation viz. Discovery Bank.

Technical Skills

Required:

• Have an understanding of and an ability to implement Compliance Governance.
• Have an understanding of the legislative and regulatory requirements impacting the South African Banking sector, including but not limited to NCA, CPA, FAIS, POPI, Banks Act , Conducts Standards and related Codes and Regulations.
• Have detailed knowledge of the legislative and regulatory environment and reporting requirements imposed by South African Regulators (SARB, FSCA, NCR) specifically in relation to the Banks Act, FAIS and NCA.

Preferred:

• Microsoft word, Excel and Power Point.

Education and Experience

• A completed Legal degree, bachelor’s degree and/or a Compliance qualification
• At least 1 – 2 years Compliance experience in the financial services industry.
• Retail banking experience will be advantageous.

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Key purpose

• Identify and sell the appropriate Value Added and Ancillary Products (VAPS) from Discovery Insure to its customers.

Areas of responsibility may include but not limited to

• Selling short term insurance Value-added and Ancillary products for Discovery Insure
• Meeting sales targets
• Capturing and activating VAPS sales accurately and timeously
• Maintaining accurate details and statistics of all sales

Personal attributes and skills

• Takes initiatives and work under own direction
• Adapts to the team and works well in a team environment
• Easily establishes good relationships with people
• Writes and speaks fluently, clearly, correctly and convincingly
• Expresses opinions, information and key points of argument clearly and avoids unnecessary use of  jargon or complicated language
• Develop job, product knowledge and expertise through continuous professional development
• Produce a range of solutions to problems
• Manages time effectively and works strategically to realize individual and organisational goals
• Focus on customer needs and satisfaction
• Follow policies and procedures
• Work productively in a pressurized environment

Qualification & Experience

• Matric (Essential)
• FAIS Credits - full qualification (Essential)
• RE 5 qualification (Essential)
• Class of business certificate (Essential and/or advantageous)
• Continuous Professional Development (CPD) certificate (Essential and/or advantageous)
• 1 year’s call centre sales experience in the financial services short term insurance industry (Essential)
• Degree (Essential)

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Job Description

• The successful applicant will support day to day administration in the Administration and HR department for the Discovery Connect Distribution Services Call Centre and will be an integral part of the Administration and Recruitment.

Key Outputs

• To take ownership and manage all aspects of the administration and the recruitment process for the call center, within the strictly defined SLA and processes
• Publishing job advertisements on the recruitment portal (Successfactor)
• Assist with the sourcing of applicants and the screening of CV’s timeously
• Recruitment Reporting
• Work with candidates, team leaders and managers to achieve recruitment target for each product within the division
• Administer forensic biometrics screening, book interviews; assessments and associated recruitment activities , completing of documents for pre-employment screening
• General Administration and reporting of HR and non-HR matters
• Operations which includes ordering of pc’s, telephones, updating spreadsheet/staff lists/leave queries/resignation processes
• Liaise with payroll/central recruitment and other business units to ensure deadlines are met service delivery.
• Filing and maintenance of staff files
• Staff Asset and Cost centre management, monthly checks that staff have the correct assets linked and in correct cost centre.
• Filing of Training /Recruitment Invoices
• Payroll administration and send to Marketing finance monthly .

Personal attributes and skills

• Strong focus on service excellence
• Strong relationship collaboration
• Takes initiative
• Process and task driven
• Attention to detail
• Team Player
• Behavior in alignment to the Discovery Core values
• Uses discretion when dealing with confidential correspondence/information at all times
• Manages time effectively
• Works in a systematic, methodical and orderly way, within strict SLAs
• Works productively in a pressurized environment

Qualification & Experience

• Matric
• Excellent knowledge of computer packages
• Windows; MS outlook; MS word; MS Excel; MS PowerPoint; MS office; MS project
• Experience in a corporate environment
• Administration experience
• HR Qualification or relevant tertiary qualification.

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Key Purpose

• To investigate and validate non-motor claims to determine validity based on the Discovery Insure contract. To correctly quantify and validate losses and serve as a mediator between clients and/or brokers. Provide feedback and support to claims consultants and foster good relationships between brokers and clients.

Areas of responsibility may include but not limited to

• Non-motor claims investigation and validation, including settlement, rejection and repair within service level agreement.
• Turn-around time and predetermined mandates.
• Loss adjustment by correctly quantifying losses and/or verifying claimed amounts. Mediation between Insure client and/or broker.
• Reporting on all assessed claims and making recommendations.
• Analyse client behaviour to determine legitimacy of claims.
• Investigate and report on fraudulent claims.
• Perform administrative tasks and meet strict deadlines.
• Make recommendations to prevent fraud.
• Analyse, collecting, evaluating and handling of evidence.
• Claims forum presenting of claims.

Education and Experience

• Matric (Essential)
• 5 years’ minimum short term insurance claims experience (Essential)
• 5 years’ short-term insurance non-motor claims validations and investigations experience (Essential)
• Interviewing techniques (Essential)
• Investigation terminology (Essential)
• Tertiary qualification relating to investigations and interviewing e.g. Certified Fraud Examiner (Advantageous)
• Hold a valid driver licence
• Willing to travel

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Job Purpose

• To review, analyse and curate user-centred content using proven methods as the foundation for organising, creating, using and sharing collective knowledge within the Bank. The consultant will be responsible for assessing processes, determining requirements, and recommending and applying solutions. The consultant will need to analyse data and use the findings to propose content accessibility and accuracy improvements to the team.

Areas of responsibility may include but are not limited to

• Responding to internal queries and inbox management of workflow processes.
• Defining and maintaining an information architecture to enable the usability of created information and content.
• Collaborate with peers in every discipline, including IT design, marketing, and data science.
• Using analytics, user feedback, user research and other sources of information to make decisions about Knowledge base content and how to improve it.
• Quality checking and capturing of client content - Source, scope, develop and structure new and existing content in collaboration with subject matter experts, Marketing and Legal.
• Producing content assets that are accurate, timely, of high quality and to Discovery Bank’s agreed writing style.
• Provide content principles, improvements, and templates.
• Identify user needs and relate these to existing content, identify gaps, overlaps and problems.
• Be comfortable working in an agile environment, ability to coordinate multiple projects, able to deliver at pace, and be at ease with rapidly changing deadlines, priorities, workloads, and goals.
• Work on projects to optimise Bank wide knowledge management for world class efficiency.
• Maintaining various stakeholder relationships.

Personal Attributes and Skills

•  Must have excellent writing skills
• Advanced computer skills; Key MS Office package; Outlook, Excel, Word, PowerPoint
• Experience with JIRA and Confluence
• Proven experience with Content and/or Knowledge management systems
• Self-starter with exceptional organisational skills
• Strong written and oral communication skills to convey complex ideas to broad audiences
• Creative problem solver with high levels of attention to detail
•  Ability to work cohesively in a team environment, collaborate and balance multiple priorities
•  Strong time management skills, works well under pressure and to deadlines
•  A team player who can work alone when required and without supervision
• High level of attention to detail, resilience, enthusiasm, energy and drive
• Strong problem solving and troubleshooting skills to exercise mature judgment
• Positive, can-do attitude.

Education

• Matric / Grade 12 (Essential)
• Completed degree / diploma in Communications or related field (Essential)
• Knowledge Management or related qualification (Advantageous)
• Business Analysis or Business research related qualification (Advantageous)

Experience

• At least four years relevant or similar experience within a content and/or knowledge management function in a banking environment.
• Clear understanding of Content and Knowledge management.
• Familiar with content management tooling and/or front-end programming (including but not limited to HTML development)
• Simplified language experience. 

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Key Purpose:

• To accurately review and assess In Hospital related queries and updates, in line with Discovery Health products and in accordance with benefit entry criteria and established protocols.

Key outputs:
The successful applicant will be responsible for but not limited to the following job functions:

• Dealing with all IH queries and escalations through to resolution
• Enforcing policy, protocol and benefits decisions
• Answering inbound calls timeously
• Meeting daily Operational Targets, TWT, Hunt line SLA etc.
• Ad Hoc duties based on business requirements
• Communicating effectively and accurately, progress, outcomes to complainants verbally and in writing
• To liaise with relevant stakeholders involved in the member’s care to ensure the best possible member journey

Skills ;

• Adapts interpersonal style to suit different people or situations
• Adapts to changing circumstances
• Assertive and confident
• Attention to detail
• Customer focused
• Demonstrates integrity
• Shows urgency and passion for servicing

Behavioral Attributes:

• Action Oriented - Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.
• Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
• Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Qualification & experience:

The following requirements are essential:

• Matric
• Nursing Qualification (Enrolled/Professional Nurse)
• Valid SANC Registration
• Discovery Health working experience in a clinical role
• Discovery Health products and system knowledge
• PMB Legislation Knowledge
• Analytical Skills
• Effective Communication Skills (Written & Verbal)
• MS Office

The following requirements are advantageous:

• 1 year CRM Experience
• Discovery Health Pre-Authorizations working experience
• 3-6 months consistent on/above par performance

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Primary function of the role
Key purpose

• The vacancy is for a Learner Management Administrator, who will be required to provide Learning management system (LMS) training and support to the Discovery Institute of Training and provide system to support to our clients.

Key outputs
All work must be done accurately, comprehensively and to an acceptable quality.

• Administer training records and courses in the LMS system
• Manages community areas within the LMS including, but not limited to, functionality, appearance, training, and settings.
• Load and maintain training interventions, pathways and deals with the routine and daily operation, use, and configuration of the LMS.
• Create user logins as needed and assigns user permissions.
• Create and maintain user structures including the creation of user groups and learning tools.
• Manages course enrolment and progress tracking.
• Troubleshooting for users relating to log in, and content accessibility.
• Review and monitor system performance and raise risks where required.
• Provide technical support, training, and customer service to all LMS users where required.
• Manage the input of training data transfer to the LMS system.
• Produce correspondence and documents to maintain records, spreadsheets, and databases
• Provide relevant information to individuals and groups and to ensure that good standards are maintained in all communications.
• Configuration and documentation of the LMS Reporting environment
• Providing support to course designers with multimedia storage, course cloning, copying, backing, retrieving and setup processes within the LMS.
• Providing users with advice and solutions on how to get the most from the LMS and solving any queries related thereto
• Providing system users with positive feedback to their problems and striving to help system users become more confident using the system.
• Work in conjunction with a team to resolve Incidents and/or Service Requests
• Conduct LMS presentation sessions to various target audiences on the features, navigation, and user ability of the LMS.
• Onboarding and reviewing of user profiles on the LMS
• Ensuring all Standard operating procedure documents are adhered to, maintained and up to date.
• Ongoing research on trends, technologies within your field.

Competencies

• Accountability
• Tolerance for stress
• Sense of urgency
• Assertive and driven
• Problem solving ability
• Good interpersonal skills
• Accuracy and attention to detail
• Applying expertise and technology
• Able to work independently
• Internally motivated
• Professionalism regarding time, costs, and deadlines
• Good knowledge of current trends, technologies, and a strong ability to apply that expertise in your work
• Intrinsic drive to want to learn more and grow within your field
• Email and telephonic etiquette

Qualifications, skills, and experience

Education/Qualification (Essential/Advantageous)

• Degree/Diploma (Essential)
• Excellent written and verbal communication skills (Essential)
• 1 -2  years’ experience working with a LMS (Essential)
• Intermediate to advanced excel skills (Essential)