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Client Engagement Lead

1 week ago

Cape Town, Western Cape, South Africa Sanlam Limited Full time

Welcome to Santam, the market leader in the general insurance industry in Southern Africa. As a large, diversified, expanding, and transforming company, we're committed to delivering Insurance Good and Proper.

We're seeking a highly skilled and experienced Client Engagement Manager to join our team. Reporting directly to the Head of Client Engagement and Retentions, you'll be responsible for overseeing the day-to-day operations of the contact centre, ensuring exceptional customer service delivery, and driving business growth.

Your key responsibilities will include:

  • Developing and implementing operational strategies to achieve business objectives and align departmental goals with company vision and mission.
  • Maintaining process documentation, ensuring accuracy and consistency in call centre processes and workflows.
  • Fostering strong relationships with key stakeholders, including sales, underwriting, claims, and technology teams.
  • Leading, motivating, and developing a high-performing call centre team, identifying training needs, and facilitating staff development.

To succeed in this role, you'll need:

  • A degree or diploma in Business, Operations, or a related field.
  • FAIS compliance – Credits and RE (essential).
  • At least 5 years of experience in short-term insurance (essential).
  • 3 years of management experience in call centre operations management.

We offer a dynamic work environment, opportunities for growth and development, and a competitive remuneration package. If you're passionate about delivering exceptional customer service and driving business success, we'd love to hear from you