Team Lead and Operations Manager

1 week ago


Johannesburg, Gauteng, South Africa Santam Insurance Full time

Santam Insurance is the market leader in the general insurance industry in Southern Africa, dedicated to delivering Insurance Good and Proper.

">Job Description

The Team Manager-POM role is focused on managing consultants within the contact centre, ensuring the team reaches targets by monitoring individual performance. Key responsibilities include:

  • Delivering exceptional customer service that exceeds customers' expectations through proactive solutions.
  • Maintaining expert knowledge on specific products, pricing, application procedure, processing, and timelines to drive relevant product and service targets.
  • Ensuring efficiency of service productivity and performance in the contact centre through agreed quality assessment ratios and turn-around times.

To be successful in this role, you will need:

  • A National Diploma in a related field (min NQF lev 5) or similar qualification.
  • Relevant insurance-related qualifications are advantageous.
  • 3-4 years' experience in an operational environment, preferably within the short-term insurance industry.
  • A proven track record of 1-2 years people management experience.

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