Job Opportunities at Telesure Investment Holdings (TIH)

 

JOB PURPOSE

• The Account Manager maintains, develops and manages the relationships with both new and existing partners across Hippo's propositions.

Partner Relationships Management

• Manage ongoing relationships with identified partner verticals to ensure their needs are met. Leverage all available information from partners, the industry, and internally to ensure we are constantly reviewing departmental processes, systems, and protocols to improve efficiencies. Ensure that all partner’s products are updated, quoted correctly and queries are addressed and resolved timeously. Ensure continuous quality assurance in terms of product offering and partner service delivery through partner product testing on all relevant platforms. Ensure continuous communication with partners relating to outstanding items; go live dates, and dates of items to be removed. Manage and resolve all IT and system related queries with IT department & external partner IT department. Follow up internally on all outstanding items on the "to-do" list with the account administrator. Prioritize and manage product development tasks to ensure delivery and alignment.

Account Management

• Develop and Maintain current partner relationships. Ensure that regular meetings are set with partners to provide information on performance and assist with general partner services. Ensure effective partner service delivery and satisfaction is achieved through investigation, feedback and resolution. Create reporting and ensure the accuracy of all partner related reports before presenting these to the relevant partners. Negotiate fee structure with partners as and when necessary.

Opportunity Creation

• Develop a personal network within the business sector and represent the organization at business sector events. Obtain market intelligence and enhance the visibility and reputation of the organization, its products, and its services. Research the feasibility of new potential partners to enhance the current business offering. Continuously approach and obtain new potential partners to increase business revenue. Ensure that the right products are added to the portfolio to reach business planned targets by mining existing partnerships and onboarding new partners.

Compliance

• Oversee legal agreements (Draft together with legal division.) Implement systems and procedures in line with best practice and ensure that these are clearly communicated, understood, and implemented with all relevant partners.

Solutions Analysis

• Analyze specific problems and issues to find the best solutions. Solutions could be technical or professional in nature. Analyse current performance inhibitors and find solutions to ensure business continuity. Provide themes, summary analyses, and recommendations for changes based on partner input.

Partner Service

• Play a key role in helping to achieve targets in areas such as revenue, marketing activities and conversion rates. Provide a quality service to partners while identifying opportunities to secure new partnerships or support retention of the partner. Responsibilities may include dealing with complex queries and investigating and resolving partner problems. Ensure that business objectives and personal delivery aligns to and meets the TSW principles.

Personal Capability Building

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Attend training interventions and apply training, initiative, and process changes. Take career development and performance management seriously. Look for ways to improve competence/results. Setting of own goals and working towards them. Continuous and constant improvement.

Project Management

• Develop and implement an established project management plan to achieve specific goals. Manage and drive all partner related projects to ensure all products adhere to business requirements.

Business Development

• Monitor and assess ibdustry and market data and produce reports that will assist management in formulating strategy and identifying areas in the market where business can be developed.

Partner Relationships Development

• Develop and implement a relationship management plan for partner accounts to identify and build relationships with relevant decision makers and influencers within the partner organization and to enable effective two-way flow of information and resolution of issues.

Financial Management & Control

• Track progress against budgets within established finance systems and report variances to more senior colleagues. Oversee the partner financials in terms of invoicing, statements and payments. Ensure resolution of all financial related queries. Meet revenue targets.

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential) A relevant 3-year Business related degree / diploma (Advantageous)

General Experience

• 3 – 5 years account / brand / partner management experience (Essential) Relevant experience within the Financial Services Industry and Marketing environment (Advantageous)

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JOB PURPOSE

• Manage and lead the Claims for Business Insurance and Value Added Products.
• Ensure effective delivery of service to all levels of inbound and outbound claim interactions.
• Implement and drive the strategy and operational plans to assist in achieving the required business objectives and operational results for these areas.

Responsibilities

Leadership and Direction

• Identify and communicate the actions needed to implement the function's strategy and business plan within the business area or department; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve business objectives.

Operations Management

• Manage a significant operational area for the organisation.
• Oversee and manage different teams in the claims department.
• Ensure the operational functions are in line with company goals, objectives, policies and procedures. Implement, drive and monitor the BI and VAPS strategy andoperations. Responsible for designing and implementing effective claims processes and systems with internal and external partners.

Customer Service

Manage customer service results in these areas, planning and organising activities within the area in order to meet customer service standards. Likely to be working through a team of managers and supervisors. This will include solving more complex issues in order to meet customer service standards.

Performance Management

• Manage and report on the performance of the function / business area; 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 business objectives.

Stakeholder Engagement

• Build and maintain effective relationships with all internal and external stakeholders and partners. Identify and manage stakeholders up to top management level, finding out and understanding their needs and responding to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions.

Improvement / Innovation

• Initiate, formulate and implement new business practices within a specific discipline while managing the development and/or delivery of a significant element of the organisation's change management program. Drive key strategic projects and initiatives.

Operational Compliance

• Ensure that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimise business risk and to protect the reputation of the organisation.

Insights and Reporting

• Coordinate the completion of various reports. Identify and interpret complex patterns and trends and translate those insights into actionable recommendations.

Budgeting & Costing

• Manage and deliver a budget for an area of the organisation and conduct analyses on the budget progress. Implement tactics when there is a deviation from the budget and ensure operational costs remain within budget, while upholding service delivery standards.

Organisational Capability Building

• Evaluate the capabilities of staff within the department to identify gaps and prioritise development activities. Implement the organisation's formal development frameworks within the area of responsibility. Coach and mentor others to support the development of the BI and VAPS talent pool.

Customer Relationship Management (CRM) Data

• Oversee the implementation and maintenance of the customer relationship management system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.

Personal Capability Building

• Act as subject matter expert in an area of product, technology, policy, regulation, or operational management for the team. Maintain external accreditations and indepth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

EDUCATION

General Education

• Grade 12/ SAQA Accredited Equivalent (Essential); Financial Sector Conduct
• Authority (FSCA) competency requirements: FAIS recognised qualifications /
• Regulatory Examinations / Class of Business Certification and / or CPD according to your DOFA (where applicable) (Essential); Relevant 3-year degree or diploma (Advantageous); Management Certification (Advantageous)

Experience

General Experience

• 8 to 10 years' experience in claims environment (Essential); Experience in a Financial Services Industry (Essential); Experience with claims and customer related systems (Advantageous); Experience in Short-term Commercial and Business Insurance product (Advantageous)

Managerial Experience

6 to 10 years' anagement experience (Essential)