Job Description

Finding A Better Way and Problem Solving Expected Behaviour: Proactively analysis of business conducted monthly - considering feedback received, trends analysed and action plan put in place to test minor, improve, innovate systems, processes and communication. Plan maintained and managed with feedback loops & results recorded Finding new ways of generating efficiencies and effectiveness across business / department NME: Resistant to new ideas, Never offers suggestions or solutions. Mostly just raises issues or criticizes solutions. Rarely receives compliments MSE: Occasionally recognizes opportunities to use new/unusual ideas, Rarely offers suggestions or solutions. Quality of suggestions are average - not well thought through and presented. No or very little follow through, Has received some complements ME / Full Performance: Regularly offers suggestions either through formal processes or informally during meetings, brainstorms, one on ones etc. Quality of suggestions are good - well thought through and presented. Follows up and if tasked to do further investigation, follows through - does not expect others to do so. Some suggestions have been implemented regionally. Seeks own solutions and has a good ability to solve own problems. Regularly receives compliments. Solution orientated ESE: Always offers suggestions either through formal processes or informally during meetings, brainstorms, one on ones etc. Quality of suggestions are excellent - well thought through and presented. Completes further investigations without being requested and delivers on time. Good follow through. Often part of task groups. Some suggestions have been implemented regionally or nationally. Problem solver for self and others. Lives for innovation. Receives more compliments than the average for the region EP: Always offers suggestions either through formal processes or informally during meetings, brainstorms, one on ones etc. Quality of suggestions are excellent - well thought through and presented. Completes further investigations without being requested and delivers on time. Excellent follow through. A lot of suggestions are implemented regionally or nationally. Forms part of project teams as SME. Problem solver for self and others. Lives for innovation. Compliments outweigh complaints Telesure Values Expected Behaviour: Display the TSW behaviours in all interactions. Making it easy to Connect: By listening to the customer's needs so that you understand exactly what they require, and then demonstrating appropriate empathy. Listens attentively (does not interrupt) to understand emotional state and needs. Asks clarifying questions to ensure the needs are clearly understood. Calmly accepts constructive feedback (remains calm and engaged). Considers others and shows interest in the individual. Has the company's best interests at heart, and shows appreciation for other's roles in our business. Making it easy to Understand: Making it easy for people to understand, by explaining the information clearly, concisely and appropriately. Explaining the why and the what. Explained requirements, processes, concepts and/or services clearly and in logical steps. Shares the reasons behind information needed, processes, concepts and/or services. Requests upfront all information necessary in order to solve the need/problem. Displays a feeling of confidence in his/her ability to assist. Making it easy to be Kept Informed: Making it easy for people to understand the steps in the process and to get updated on the progress in a way that is convenient and appropriate to the person. Explaining the how so the person never feels unsure or out of the loop. Explains the steps in the process clearly xe2x80x93 what will happen, what must be done/expected. Agrees a time and method of feedback that is convenient. Can be relied on to get back with relevant information/feedback. Proactively provides information so as to avoid unnecessary comebacks or errors. Explains why no help could be provided, but offers assistance in finding who the right person is and how to get hold of them. Making it easy to Consider it Done: Making it easy by having a can do attitude and taking ownership to ensure we make things happen. Making it easy to trust that you will do the right thing in the best way possible. Honours commitments. Meets important goals and deadlines. Takes responsibility for mistakes and corrects them. Has a "can-do" attitude. Takes ownership to ensure things happen. NME: Never display the TSW behaviours. MSE: Sometimes display the TSW behaviours, but less often that what is expected. ME / Full Performance: Consistently display the TSW behaviours. ESE: More often than expected, display all the TSW behaviours. EP: Always display all the TSW behaviours. Pre-Assessing Expected Behaviour: NME: Consistent inaccurate findings MSE: Inaccurate findings and more than 48hrs to submit ME / Full Performance: Accurate findings (Contractual & Funeral benefits) Within 48hrs of all documents received (incl. sales call) ESE: Accurate findings (Contractual & Funeral benefits) Within 24hrs of all documents received (incl. sales call) EP: Accurate findings (Contractual & Funeral benefits) Within 12hrs of all documents received (incl. sales call) maintained for three quarters in a row Prep, Draft, Type Documentation Expected Behaviour: "Populating standard contracts and letters to external partners " Capturing Invoices & Tracking Paym Expected Behaviour: "Processing of Invoices. " Document Creation Expected Behaviour: "Assist in setting up and maintaining administration processes " Complaints Expected Behaviour: Keep track of all complaints accross all channels and TAT from partners. Evaluations Expected Behaviour: Checking FSB Codes for agents and brokers on weekly basis. Service Delivery Expected Behaviour: "Relationships with both internal and external stakeholders " Personal Development Plan Implementation (Own) Expected Behaviour: Accountability for development. Training intervention attendance. Application of training, initiatives and process changes. Taking 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. NME: Slow to understand new info or concepts, Not interested to learn & research new technologies, Does not make use of professional development opportunities & chooses internal company training only, Misses deadlines, Personal goals & objectives unclear, Career progression not considered - sees company as responsible for his/ her career path, Needs prompting to follow training initiative MSE: Shows understanding of new info or concepts, Seeks opportunities to master new knowledge & expand job competencies, Takes advantages of formal & informal training opportunities & applies acquired knowledge & skill, Consistently meets deadlines, Sets challenging yet achievable goals and maintains commitment, Actively works at own development & career path via development plan, driving progress personally, Takes constructive criticism and builds on strengths & develops weaknesses ME / Full Performance: Masters new information or concepts, Keeps updated on current research & technology in industry, Identifies and pursues areas for development & training to enhance job performance - even invests in training courses related to development (self or company funded), Meets deadlines in advance, Finds or creates ways to measure performance against goals, Personally drives development plan & actively takes on new responsibilities, Takes and gives constructive criticism towards development of self & others ESE: Reviews, selects and disseminates information regarding key technologies, best practices & tools to others in the group, Studies towards further qualification in realistic timeframe, Consistently meets deadlines in advance , suggest easier/better ways to complete tasks, Shows strong potential towards mentoring/ coaching others EP: Management observation, Management tracking, New systems, processes or information implemented, Training courses, seminars, further studies and relevant results, Development plan Allocation of Documents Expected Behaviour: Maintain and store a centralized archive of all distribution related data, applications, communication, decisions, and documentation.NME: Inaccurate documentation, no uploads and processing MSE: Accurate documentation saving (48hrs plus). Allocated to assessors (48hrs plus) ME / Full Performance: Accurate documentation saving (48hrs). Allocated to assessors (48hrs) ESE: Accurate documentation saving (24hrs). Allocated to assessors (24hrs) maintained for EP: Accurate documentation saving (same day). Allocated to assessors (same day) maintained for 3 quarters in a row
Qualifications: School Grade 12 NQF L4 - School/College/Training Certificates

Telesure Investment Holdings