Team Manager

2 weeks 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. 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.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.
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. What will you do?
Santam Real Estate have an opportunity available for a Team Manager who will be based in Wanderers. The Team Manager will manage a team of Underwriting Consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.
What will make you successful in this role?
Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps and/or through written correspondence
Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
Improve customer satisfaction, experience and insight
Manage own development to increase own competencies
Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
Ensuring achievement of underwriting and profitability objectives through internal processes.
Qualification and Experience
Completed Matric (Grade 12)
2-3 years’ people management experience
2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)
A relevant short-term insurance related qualification will be advantageous
FAIS compliance (NQF Level 4) - with credits in commercial or personal lines
Knowledge and Skills
Drive service targets
Coaching, quality and compliance
Reporting and communication
Management of employees
Personal Attributes
Directs work
Decision quality
Interpersonal savvy
Plans and aligns
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
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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