Policy Maintenance Team Lead

20 hours ago


Johannesburg, Gauteng, South Africa Sanlam Full time
About the Role

We are seeking a highly skilled and experienced Team Manager to join our Policy Maintenance team in Parktown. As a key member of our Operations division, you will be responsible for leading a team of customer-facing agents to deliver exceptional service and drive business results.

Key Responsibilities
  • Ensure service levels are met on all email and voice queues
  • Drive efficiency and productivity in the contact centre through quality assessment ratios and turn-around times
  • Improve customer satisfaction, experience, and insight
  • Manage own development to increase competencies
  • Lead, engage, coach, develop, and motivate a team of dynamic agents
  • Communicate and manage change, and celebrate success
  • Conduct performance reviews and coach staff
  • Ensure adherence to the code of conduct
  • Identify and eliminate waste, and manage continuous improvement
  • Analyse data for decision making
Requirements
  • Completed Matric/Gr 12
  • 3-5 years' Insurance experience in Personal Lines or Commercial Lines
  • 3 years' proven people management track record (advantageous)
  • Relevant Insurance Related Qualification (NQF 5) (advantageous)
  • FAIS compliant
Desirable Skills
  • Attention to detail
  • Computer skills (MS Office; MS Project)
  • Communication skills – verbal and written
  • Change management skills
  • Problem solving and decision-making skills
  • Conflict management and negotiation skills
  • Performance management skills
  • Coaching skills (goal setting)
  • Relationship building skills
  • Project management (beginner)
  • Continuous improvement skills (innovation)
  • Customer relationship management skills
About Us

Sanlam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company, rapidly moving into emerging markets in Africa and Asia. Our success is rooted in our passion for our clients, and everything we do is centered on delivering Insurance Good and Proper. We're about people, and we want to recruit the best people possible to join our team.


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