Carmen Letesia Smith

• Designing and delivering training and facilitation of various training workshops within the region such as: Risk and Investment Product Training, Training Monthly Induction Programme, financial planning systems, Development Training and Coaching, Management Development Programmes, Product Roll Outs, Class of Business Support Workshops, Soft Skills and Sales Training Programmes
• Establish and enhance professional business relationships with customers, and other business units to ensure strategic alignment and understand customer expectations/challenges
• Conduct regular visits with allocated Branches/Enterprises to establish and discuss Development needs, appropriate solutions, Financial Advisor and Broker Consultant development, Development path progress etc
• Network with colleagues and other business units to remain informed, share information and partner on deliverables where applicable
• Partner with Sales Leaders to manage, develop and support teams of Financial Advisors to ultimately increase Sales across all lines of business
• Increase Risk and Investment Business within all distribution channels through training and development
• Implement the behavioural aspects of Retail Sales & Marketing Campaign and Business Development
• Initiate change management and drive adoption of new business process and systems
• Give input of Learning Programmes i.e
• Induction training, system roll outs, FNA Systems etc
• Implement methods of measurement for Adhoc interventions and Analyze performance
• Training Sales Leaders on various leadership programmes i.e
• Situational Leadership, Performance Management, Managing Sales Teams, Coaching etc
• Consistently seek opportunities to improve delivery and effectiveness of interventions
• Facilitate Ad hoc training and roll outs as the business requires e.g
• Salesforce, Advice+, Blueprint Professional etc
• Monthly Reporting to relevant key stakeholders
• Develop an individual development plan per Brokers Consultant and Financial Advisor
• Successful hand over of Financial Advisor from Induction
• Coaching and Mentoring of Training and Development Specialists

• Conduct training needs analysis
• Research, develop and prepare Learning Content, Training aids and Assessments
• Coaching and Mentoring staff on product, system and business processes
• Coaching and Mentoring junior trainers within the training team
• Provide input to improve business processes relevant to the Healthcare operations i.e
• Hospital Risk Management, Underwriting, New Business, Claims, Membership Management, Contribution Management, Client Services Management etc
• Analyzing business processes to improve and update training interventions
• Partaking and contributing to various operational projects
• Train on the Healthcare products specific to each country
• Train on new product developments or changes on existing Healthcare products
• Compiling training reports
• Arrange, plan and coordinate training, training venue, logistics etc
• Developing and coordinate training plans for new staff
• Monitoring, evaluating and recording training activities and program effectiveness
• Build relationships with key individuals/management within each country
• Provide input to managements regarding employee development, skills levels or any other training needs
• Extensive travel to African countries to deliver training

• Develop new business within the Eastern and Western Cape region
• Manage the telemarketing team
• Manage and monitor the sales activities of the telemarketers
• Hold weekly one on ones with telemarketing staff
• Coaching and training of support staff and sales staff
• Compile weekly sales reports
• Identification and perusal of cross selling opportunities
• Ensure a 12% overall growth of service book
• Meet with potential corporate clients
• Manage HR related issues regarding staff i.e leave, disciplinary, performance etc
• Conduct regular client visits to corporate clients via onsite help desk sessions, quarterly strategy meetings, yearend reviews, wellness days, inductions, telephone courtesy calls etc
• Building strong relationships with staff, HR and high level Executives within corporate clients
• Training of staff and HR on medical aid products and short term insurance products
• Ensure client retention through effective service delivery and overall management of medical aid administration
• Preparation and presentation of various reports to clients
• Provide sound financial advice and recommendations as per the FAIS act
• Keeping abreast with the latest healthcare industry trends and the Medical Schemes Act
• Reporting, trending and providing recommendations to clients
• Implementing company survey – interpreting findings and making recommendations
• Compiling and sending clients industry related news and developments
• Resolving client queries within the turnaround time as per SLA

• Understanding corporate clients and intermediaries strategic objectives and developing strategic plans
• Providing ongoing support and information
• Setting annual initiatives to increase business
• Implementing and managing effective initiatives
• Managing and retaining Corporate Broker relationships and their portfolio of corporate clients
• Regular meetings with client
• Liaising with dedicated broker
• Extensive networking
• Improving process efficiencies, TAT and communications between clients and Discovery
• Reporting, trending and providing recommendations through the appropriate channels
• Analyzing customer data base – identifying potential risk, trends and opportunities
• Implementing company survey – interpreting findings and making recommendations
• Providing high level reports to the client as well as any other statistical information
• Event planning and coordinating i.e
• Executive Breakfasts, Product and Process Seminars, Discovery Tours, Wellness Days, HIV & VCT Days, team buildings
• Market and present various events i.e
• Wellness days, executive breakfasts, HR seminars etc into corporate clients
• Sourcing, negotiation and quality control of service providers i.e
• Catering & bar requirements, Speakers and presenters, Parking & all general logistics
• Budget management
• Resource allocation
• Marketing Material for clients i.e
• Desk drops, posters etc
• Brand Management - distribution of Marketing material, promotions at wellness days, HIV days, compiling formal responses to the broker community in line with Discovery’s image
• Conducting presentations to brokers, corporate clients, members and executives
• Keeping clients and brokers informed of new service initiatives, product enhancements, scheme rules and industry developments through the distribution of written information, marketing material and meetings when necessary
• Sales and Marketing of Vitality, Discovery Health, Discovery Card and Discovery Life products

• Conduct set, recurring visits to corporate clients, usually on a weekly basis
• Provide a specialized on-site consulting service using a laptop to access Discovery Health’s system on line
• Marketing and selling Discovery Products to members
• Deal with elevated queries on a member and employer level
• Follow these queries through to completion and provide feedback
• Provide interim feedback where queries are taking longer than anticipated
• Correction of problematic or urgent claims on-site
• Liaise with the Corporate Account Manager of the scheme to share important information
• This includes providing feedback on important matters handled, and staying up to date on any significant information regarding the scheme and its members
• Keep accurate and detailed records of client’s interactions, information and rules
• Assist the Corporate Account Manager to keep the client informed of any changes and updates to Discovery services and products
• Identify areas for improvement
• Document and discuss them with the relevant managers involved
• Follow through to completion
• Build relationships with contact people at client (HR Manager’s, MD, FD, Broker consultants and Members)
• One on one training sessions with members
• Liaising with internal departments and clients/brokers to resolve escalated queries

• Answering inbound calls timeously
• Assist members and healthcare practices with policy information, benefit confirmations, billing queries, chronic queries etc
• Training and coaching new consultants
• Logging of all calls on CRM system
• Dealing with all medical aid related queries through to resolution
• Replying in writing to members via fax, e-mail and letters
• Calling members back to supply feedback on queries
• Maintaining accurate details of all queries
• Claims processing
• Co-coordinating own and Team’s admin

Tax Planning

Personal Financial Planning

Corporate FInancial Planning

Case Study