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Head: Commercial Contact Centre

4 months ago

Johannesburg, South Africa Santam Full time

Who are we?
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper. What will you do?
As the Head of Commercial Contact Centre, your primary responsibility will be to design and implement service models that align with a high-performance culture in a demanding and collaborative environment. You will lead a sizable team that is geographically dispersed and ensuring an exceptional customer experience that is both efficient and effective, while also keeping costs in check. Another critical objective will be to provide a differentiated service in a competitive and changing insurance landscape. Your role will also involve ensuring a consistent service experience for Santam's intermediated environment and contributing to the company's overall objective of achieving profitable growth. What will make you successful in this role?
- Providing thought leadership, strategic and conceptual direction to the CCC through the optimisation and management of core business functions aligned to the Santam strategy with focus on the Broker Solutions strategy.
- Taking accountability for business plans through translating the vision and strategy into executable long-term plans, business objectives, set outcomes, programmes and projects.
- Providing input into the long-term planning for Broker Solutions
- Creating an environment that will enable an establishment of a Future Fit workforce.
- The implementation of a digital strategy as an embedded pillar of the CCC intermediary service strategy.
- Mobilising human capital across all business functions in order to ensure high levels of staff engagement.
- Delivering a skills enhancement strategy through continuous focus on development of skills via multiple platforms.
- The optimal allocation and prioritise of resources and skill across the various disciplines.
- Ensuring collaboration between businesses, Distributions, UWS, Legal and IT including other applicable business areas.
- Recommending broad-based solutions as required by a changing business environment. Qualifications
- Minimum relevant Bachelors Degree, preferred relevant Post Graduate Degree
- Minimum of 10 years short term insurance/ financial services industry experience, with 3 years’ experience and knowledge in senior management level.
- 5 years contact centre/operations management experience
- Financial management proficiency. Skills and Experience
- Proven business acumen and experience in creating systems, processes, and procedures to establish a scalable operational framework
- Leadership ability to create vision and motivate and energise staff.
- Must be a strategic thinker as well as analytical and able to comprehend / react to the key statistical drivers / metrics of the business unit
- Ability to develop operational strategies and the applied learnings to execute tactically with a hands-on approach
- Strong project management skills with a proven ability to manage multiple projects simultaneously.
- Ability to understand the financial management of the operation and report on financial performance.
- Must be a good communicator and motivator with outstanding interpersonal skills
- Success in working with cross-functional groups both internal and external to the organization Core Competencies
- Cultivates Innovation
- Client focus
- Drive Results
- Collaborates
- Flexible and Adaptable (Being Resilient) Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Turnaround time
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be consider