Coe Manager

6 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?
Santam Operations has a vacancy for the position of Commercial Lines COE Manager:
WHAT WILL YOU DO?
Co-Develop and execute the commercial underwriting and service delivery strategies for COE, to assist business in attaining its growth and profit targets for commercial insurance.
What will make you successful in this role?
- Making underwriting decisions on Commercial Risks within specified mandates and directives from Commercial Underwriting Head Office (CU)
- Playing a governance role to ensure underwriting decisions in the broader CLCC are within CU directives
- Providing underwriting guidance on the Commercial Lines product range that consist of multiple products/sections, and on those sections specifically with high complexity
- Engaging with a range of stakeholders both internally (regional managers/relationship managers/senior management/technical managers) and externally (Intermediaries/ Brokers/Advisors)
- Engagement with different profile intermediaries, including small to medium and large brokerages, also allowing for an urban and rural context.
- Oversee the BLO (Broker Liaison Officer) escalations channel.
- Available for all referrals from the CLCC floor and from Broker Services including Regional Managers, Technical Managers and Relationship Managers.
- Adhering to a set of SOPs, with high complexity
- Managing a staff compliment based in Bellville and Pretoria
- Championing the initiatives pertaining to AI, robotics and process automation solutions in the CLCC

ACCOUNTABILITIES
- Formulating and implementing underwriting and service delivery strategies for COE in support of the overall Contact Centre Operations strategy.
- Leading and managing the underwriting and renewal teams in COE 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 Broker Liaison Officers (BLOs) and overseeing and directing the escalation process. All BLOs, form part of one virtual team.
- Championing AI and the various decision-making models to enhance the underwriting and pricing approach in the overall Contact Centre including the COE specialists
- Developing and implementing processes to monitor and ensure compliance of the Commercial Contact Centre with Santam’s Commercial Underwriting Guidelines
- Providing underwriting guidance for new business acquisition, handling of all above mandate requests and referrals from Commercial Contact Centres.
- Ensuring underwriting mandates and discount grant levels are on an appropriate level to ensure efficient referral processes for the Contact Centre as a whole.
- Championing the improvement of the underwriting skillset across the Contact Centre, both COE and POM/Sales functions
- Responsible for Operational Re-Insurance Management. Check that re-insurance transactions are correctly executed
- Interpret & summarize complex technical information for referrals to Commercial Underwriting
- 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 and Commercial Underwriting to ensure needs and requirements are met, and the strategies to grow the Commercial 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.

**Relationships to be managed by the role**:
Subordinates - Following a leadership approach to ensure a motivated and engaged workforce, with a focus on creating effective teams.
Internal stakeholders

**Networking, consulting, joint projects, collaboration with**:

- Broker Services

Heads
Regional Managers
Technical Managers
Relationship Managers
- HO/CU Underwriting
- IT
- HR
- Legal
- Sanlam specialist areas, example WFM
- External stakeholders - Engaging with, providing service for:

- Re-Insurers
- Intermediaries
- Admin Houses
- Commercial clients
- Other external parties, example TransUnion Qualifications and Experience
- B. Comm degree or equivalent relevant tertiary education, will be advantageous
- Insurance related diploma: AIISA or FIISA or similar will be advantageous
- Qualification such as Risk Management will be advantageous
- Extent (years) and nature of experience required:

- 10 ye

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