Sales Performance Enhancement Flm

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. What will you do?
An exciting career opportunity is available for a Performance Enhancement Coach FLM within Santam Direct Sales based in Centurion. The Performance Enhancement Coach FLM will be accountable for the monitoring and measurement of:

- Client Experience delivered across all client facing functions
- Clients Experience as defined by Quality of Advice, Complaints and Compliments, Corrections required, Compliance Adherence
- Client Experience across all product offerings
- Client Experience delivered by outsourcing partners

The successful incumbent must also have good analytical skills and excellent stakeholder management skills
What will make you successful in this role?
KEY OUTPUTS
Quality of Advice
- Keeping review content that is required for each client facing team recent and applicable
- Managing the team to ensure they reach their operational targets (i.e. volume, quality & corrective actions)
- Keeping the team’s skills and knowledge current, and all relevant staff are fit and proper
- Ensuring the team is aligned on the interpretation of the QA requirement - i.e. calibrated
- Ensuring that the QA trends are analysed and shared with the rest of the business areas
- Ensuring that the appropriate interventions are identified to correct and improve business behaviour
- Escalating non-adherence, business risk and other issues to the appropriate functions
- Managing the people matters and general performance of the team

Training & Coaching
- Collate trends across all structured and unstructured data, and propose corrective actions by ensuring adequate training and coach sessions are done
- Research and direct the Client Experience strategy with Santam Direct and consultants
- Own the projects required to implement the required capabilities across the various functions required

QUALIFICATIONS AND EXPERIENCE
- Completed Grade12
- Insurance Qualification
- FAIS Relevant compliant
- Minimum 10 years short term insurance industry experience
- 3-5 years client-facing experience
- 3 years’ experience at junior manager level
- 5 years Contact Centres experience
- Previously functioned in QA role preferential

Knowledge and Skills Drive leads and service targets Call Centre control and reporting Budget and expenses Management of employees Personal Attributes Builds effective teams - Contributing independently Decision quality - Contributing independently Directs work - Contributing independently Plans and aligns - Contributing independently 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. Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently 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.