First Line Manager: Client Resolutions

7 months ago

Bellville, South Africa Santam Full time

Who we are
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.
About the role
The Santam Direct Call Centre has a position available for a First Line Manager: Quality Assurance in the Quality Assurance department. The role is based in Bellville, Cape Town.
What will you do?
Manage the Client Resolutions Team and Report Complaints Management including Root Cause Analysis, Trends and Recommendations to the Direct Management team. Principal Accountabilities

**Complaints Management**: To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers timeously achieving this through the team.
Generate and the event report to Client Care/Management for them to submit it to the appropriate authorities and agencies as requested and as required by applicable laws and regulations. Also track and manage the ratio of these types of queries or complaints to the acceptable level.

**Compliments Management**: To track, record, report and ensure that the highest possible standard of service is provided to customers with a pleasant experience.

**Team Management**: Involved in activities that supports the team effectiveness and team development. Achieve business goals through team and workforce optimisation planning.

**Reporting**: Provide material to support investigations reports. Reviews and closed complaint files. Collect complaint case and process metrics to capture and generate trend reports. Coordinate with other departments to provide complaint data reports as needed.
Experience and Knowledge
Business Management related Degree (Advantageous)
Higher Certificate in Short Term Insurance
Fundamental Management Practices Management Certificate
Regulatory Examination 5
Regulatory Examination 1 (Advantageous)
2 years team management experience.
5 years complaints related work experience.
Personal Attributes
Deciding and initiating action
Leading and supervising
Collaborates
Client focus
Flexibility and adaptability
Cultivates innovation
Analytical thinking
Influencing/ gaining commitment
Business acumen
Coaching and development
Competencies
Problem Solving & Problem Prevention.
Analytical & Technical Expertise.
Prioritization & Attention to detail.
Resilient & Accountable.
Interpersonal Effectiveness & Calm Approach.
Collaboration & Teamwork.
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.

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