Job Recruitment at Telesure Investment Holdings (TIH)

JOB PURPOSE:

• To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

RESPONSIBILITIES:

Operations Management

• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient

Organisational Capability Building

• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential

Customer Relationship Management (CRM) Data

• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organisation has quality data to enable effective customer retention and business development activities. Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.

Leadership and Direction

• Explain the local action plan to support team members in their understanding of what needs to be done and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.

Performance Management

• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.

Customer Service

• Act as first-line supervisor of a team providing operational support and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Ensure effective customer relationships and maintain customer satisfaction at all times.

Customer Management

• Help manage customer relationships by using relevant systems.

Insights and Reporting

• Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.

Improvement / Innovation

• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.

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.

Correspondence

• Respond to requests and escalated requests using telephonic conversation or emails (internal and external stakeholders).

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.

BEHAVIORAL COMPETENCIES:

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.

Situational Adaptability

• Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, serves as an example of adaptability and provides guidance and support to help others adapt to new situations. Considers the needs of clients, constituents, and the organization; shifts priorities appropriately.

Drives Results

• Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors. Provides assistance or encouragement to help others over obstacles.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations; acts as a steadying force or role model for others. Skillfully overcomes obstacles, learns from failures, and uses these lessons to improve subsequent efforts.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, picks up on group interpersonal dynamics and finds ways to work effectively within these parameters; resolves difficult interpersonal situations within the team; works to build greater group harmony. Coaches team members on interpersonal skills.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.

Decision Quality

• Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non-routine situations, knows when to escalate for others' involvement.

Directs Work

• Provides direction, delegating, and removing obstacles to get work done. For example, confirms mutual agreement on accountabilities, fostering strong coordination and minimizing duplicated efforts. Communicates delays or problems early so others can manage their own work schedules effectively.

SKILLS:

Customer Service

• Delivery Use comprehensive knowledge and skills and guide and train others to meet high customer service standards.

Compliance

• Use comprehensive knowledge and skills and guide and train others to achieve full compliance with applicable rules, regulations and policy and procedures in management and/or operations.

Verbal and Written Communication

• Use clear and effective verbal and written communications skills and provide technical guidance when required to express ideas, request actions and formulate plans or policies.

Planning and Organising

• Provide technical guidance when required to plan, organise, prioritise and oversee activities to efficiently meet business objectives.

Action Planning

• Provide technical guidance when required to develop appropriate plans or perform necessary actions based on recommendations and requirements.

Learning and Talent Development

• Provide technical guidance when required to motivate all employees to learn, grow and develop so that they can obtain the knowledge and experience they need to help the organisation reach its goals.

Customer System Operation

• Provide technical guidance when required to understand and effectively operate all customer management systems. Knowledge of Avaya customer system.

Data Collection and Analysis

• Provide technical guidance when required to analyse data trends for use in reports to help guide decision making.

Data Management

• Provide technical guidance when required to acquire, organise, protect and process data to fulfill business objectives.

Reporting

• Provides technical guidance when required to create relevant, lucid and effective reports.

Computer Skills

• Support business processes by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed. Proficient in MS Office.

EDUCATION:

General Education

• Matric / Grade 12/ SAQA Accredited Equivalent (Essential)

General Experience

• 3 or more years' experience in a customer service environment within the insurance industry (Essential)
• Experience in a call centre environment (Essential)
• Experience with Avaya related system (Advantageous)

General Experience

• 1 or more years' experience of supervising and directing people and other resources to achieve specific end results within limited timeframes (Essential)

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Job Purpose

• Grow the Commercial Lines business through designing, implementing and managing strategic initiatives to unlock new markets, build and improve on the existing value proposition to unlock profitable growth on commercial, specialty and value added product lines. In addition, enhance customer interaction and staff satisfaction in order to achieve company targets and objectives.

Responsibilities

Functional Strategy Formation

• Execution of core strategic focus areas. Lead the development and implementation of strategy for Commercial Lines. Remain current on competitor activity and market landscape and anticipate mega-trends and complex challenges and opportunities, and ensuring integration with wider corporate strategy. Identify potential commercially viable distribution channels and build business models in support of Group strategy and objectives. Accountable for delivery of projected growth opportunity of existing and new businesses efficiently within or below agreed OPEX. Continuously review performance and initiate appropriate strategies. Ensures that all operational aspects are effectively managed by continuously reviewing quality and efficiency targets.

Leadership and Direction

• Set and communicate the strategy for achieving the Commercial Lines mission, vision and values within a function, together with the broad actions needed to implement it; inspire a large or diverse workforce to commit to these and to doing extraordinary things to achieve the Commercial Lines business goals. Responsible for all aspects of staff resourcing, succession planning, management and development ensuring the right people are in place to support service delivery, achieving production and performance targets at all times. Hold monthly team meetings and ensure that actions are recorded and executed. Operational oversight and management of the Commercial Lines business.

Improvement / Innovation

• Initiate, formulate and implement new business practices and research and develop new technologies and product lines within Commercial Lines while managing the development and delivery of a significant element of the organisation's change management program. Leverage all available information from our partners, the industry and internal stakeholders to ensure we are constantly reviewing our products, underwriting criteria, departmental processes, systems and protocols with a view to ensure profitability, improve efficiencies and to ensure best practice. Enhancing the pace and effectiveness of execution, unlocking accelerated growth and lifting competitiveness in the market.

Business Planning

• Develop and gain agreement to annual business plans for Commercial Lines, ensuring alignment with strategy; quantify business outcomes (i.e. revenues or other key performance indicators); detail expense and headcount budgets; and develop business cases for key projects, ensuring cross-functional integration. Delivery and reporting on board-agreed milestones and targets

Stakeholder Engagement

• Identify and manage stakeholders up to C-suite level, finding out their needs/ issues/concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions. Active collaboration with the Commercial Lines, VAPS and Distribution executive team on creating, building and refining growth agendas for the Commercial Lines business.

Performance Management

• Manage and report on business performance; hold direct reports accountable for achievement of business plans, and take corrective action where necessary to ensure the achievement of business objectives, balancing the need to deliver short term business objectives with the longer term delivery of stakeholder value.

Organisational Capability Building

• Identify the capabilities needed to meet the current and emerging business needs of a significant business area. Evaluate current capabilities, identify gaps, and prioritise development activities. Motivate others to develop their capabilities and fulfill their personal potential. Build capabilities elsewhere in the organisation through mentoring and other informal methods.

Personal Capability Building

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

Compliance

• Take responsibility for developing and implementing compliance policies for Commercial Lines. Ensure that the correct employee on-boarding process is adhered to.

Promoting Customer Focus

• Develop internal marketing plans and work collaboratively with other departments to improve internal relationships in a large organisation and to build strong external customer relationships.

Budgeting & Costing

• Take responsibility for setting and managing the provisional budgets to meet business and profit targets.

General Education

• Relevant degree (Essential);
• Relevant Post Graduate - Master’s Degree (Advantageous);
• Professional qualification; FASSA or CERA (Advantageous)

General Experience

• 6 - 10 years substantial general work experience together with comprehensive job related experience in own area of expertise to fully competent level (Essential);
• Experience in the short term insurance industry (Essential);
• Experience in commercial specialty (Advantageous);
• Experience in Risk management or Actuarial practices (Advantageous)

Managerial Experience

• 6 or more years’ experience of planning, managing and organising resources within short / medium timescales within the overall policy framework (Essential)

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• QA CES Complaints and Compliments SL NBCX Results Talktime /Adherence/Utilization Gross Closing Conversions MP Survey Results Absenteeism Turnover Self Development and / or Training replacement