Team Manager: Policy Maintenance

2 months ago

Johannesburg, South Africa Santam Insurance Full time

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.

What will you do

Santam’s Operations division currently has an exciting opportunity available for a Team Manager who will be based within Policy Maintenance, Parktown. If you hold customer experience at the heart of all your actions and decisions and have the ability to deliver results through the effective leadership of a team, we invite you to apply for this position.

What will make you successful in this role

To lead teams:

- Ensure that service levels are met on all email and voice queues.
- 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.
- Inspire, lead, engage, coach, develop, and motivate a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry.
- Communicate and manage change as well as celebrate success.
- Conduct performance reviews.
- Coach and develop staff.
- Ensure adherence to the code of conduct.
- Identify and eliminate waste and manage continuous improvement.
- Analyze data for decision making.

Qualification and Experience

- Completed Matric/Gr 12.
- 3-5 years Insurance experience in Personal Lines or Commercial Lines.
- 3 years proven people management track record will be advantageous.
- Relevant Insurance Related Qualification (NQF 5) will be advantageous.
- FAIS compliant.

Knowledge and Skills

- Communication skills – verbal and written.
- Problem solving and decision-making skills.
- Conflict management and negotiation skills.
- Performance management skills.
- Coaching skills (goal setting).
- Relationship building skills.
- Project management (beginner).

Personal Attributes

- Drives results.
- Information seeking.
- Client focus.
- Flexibility and adaptability.
- Cultivates innovation.
- Analytical thinking.
- Manages complexity.
- Action oriented.
- Business insight.

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 five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Our commitment to transformation

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.

Getting ready for your interview

There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.

Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices. This is the eighth consecutive year that we have achieved this accolade.

#J-18808-Ljbffr

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