First Line Manager

3 days ago


Bellville, 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 Direct has an exciting opportunity available for a First Line Manage r based in Bellville.

This position manages a group of client facing sales consultants/learners. All consultants and managers are in advice giving positions and are Reps on the Santam Rep register in terms of FAIS legislation. The role address and effectively manage all client escalations and complaint resolution.

Principle accountabilities
- Sales - ensure that the sales team achieves their sales target and within the quality assurance targets. Ensure that new business clients receive the correct advice.
- Service - ensure that all existing clients are serviced in line with their policy type. Upsell to existing clients where required.
- Lead and manage a team.
- Drive client engagement performance against targets.
- Recruit, coach, develop and motivate staff to ensure optimum performance.
- Performance management.
- Develop a shift roster.
- Develop client centric and service level strategies.
- Report on metrics.
- Track and resolve operational and performance variations.

Qualifications and experience
- Completed Grade 12
- Degree or NQF 6 / 5 with attendance in insurance programmes
- Personal lines short-term insurance related experience
- Fais compliant
- Completed RE5 qualification
- Computer proficiency (preferably with call centre software)
- A minimum of 2 years team management (people management) experience in the telesales industry

Skills and knowledge
- Ability to be sales oriented
- Ability to lead a sales team
- Process driven while remaining client centric focus
- Short term insurance industry knowledge
- Knowledge of call centre functions and operations (telephony, workplace scheduling, metrics)
- Knowledge of management principles
- Finance for non-financial managers (budgeting, managing transactional costs)
- Understand how to interpret and action financial metrics
- System knowledge includes, Policy Centre, Avaya, and WFM Knowledge and Skills Drive leads and service targets Coaching, quality and compliance Reporting and communication Management of employees Personal Attributes Decision quality - Contributing independently Interpersonal savvy - Contributing independently Plans and aligns - Contributing independently Directs work - Contributing independently 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. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Turnaround time
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.


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