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Pom Manager: Commodity Business
1 month ago
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?
Santam Operations has a vacancy for the position of POM Manager.
WHAT WILL YOU DO?
Develop and Execute the Policy Maintenance and Service Delivery Strategies for POM Business in line with the overall CLCC Contact Centre Strategy, to assist the business in attaining its growth and profit targets for Commercial Insurance. What will make you successful in this role?
- Ensuring daily service and quality levels are maintained. This includes inter alia the BAU activities of performance management, individual and team productivity, quality assurance, rework, and queue and violations management.
- Leading and managing the Bulk Book and Retention teams including all associated activities
- Leading and managing the H&L hub and all associated activities
- Leading and managing the STA hub and all associated activities
- Collaborating closely with the CLCC Manco leaders/team to ensure service levels and operational efficiencies are achieved for the CLCC as a whole.
- Collaborating closely with all stakeholders in Broker Services to ensure needs and requirements are met, and the strategies to grow the Business are fully supported.
- Actively managing the relationship with Brokers/Intermediaries on an ongoing basis to ensure gaps in service delivery are observed and corrected. This includes being available for brokers on matters which are escalated to management.
- Doing policy maintenance for intermediaries across South Africa, thus a contact centre with a national footprint.
- Amending existing business for different profile intermediaries, including small to medium and large brokerages, also allowing for an urban and rural context.
- Delivering quotes on existing policies across the commercial product range that consist of multiple products/sections.
- Adhering to a set of SOPs (high complexity) which is the framework within which the policy maintenance activities are delivered
- Engaging with a range of stakeholders both internally (regional managers/relationship managers/senior management) and externally (Intermediaries//Advisors) Relationships to be managed by the role: QUALIFICATIONS Experience Knowlege and Skills 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. Our commitment to transformation
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 considered as part of the selection process.
