Team Manager
3 weeks ago
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?
Santam Operations, Commercial Contact Centre have an opportunity available for a Team Manager who will be based in Bloemfontein .
The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.
What will make you successful in this role?
ââ¬Â¢ Builds and maintains a high performing team which consistently delivers a ââ¬ÅWowââ¬Â customer experience in terms of care, professionalism, knowledge and contact resolution
ââ¬Â¢ Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
ââ¬Â¢ Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
ââ¬Â¢ Manages people related matters . attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
ââ¬Â¢ Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
ââ¬Â¢ and/or through written correspondence
ââ¬Â¢ Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
ââ¬Â¢ Improve customer satisfaction, experience and insight
ââ¬Â¢ Manage own development to increase own competencies
ââ¬Â¢ Deliver exceptional customer service that exceeds customersââ¬â¢ expectations through proactive, innovative and appropriate solutions
ââ¬Â¢ Ensuring achievement of underwriting and profitability objectives through internal processes.
ââ¬Â¢ Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
QUALIFICATIONS AND EXPERIENCE
ââ¬Â¢ Completed Matric (Grade 12)
ââ¬Â¢ 2-3 yearsââ¬â¢ people management experience
ââ¬Â¢ 2-3 yearsââ¬â¢ experience in an operational environment (preferably within the short-term insurance industry)
ââ¬Â¢ A relevant short-term insurance related qualification will be advantageous
ââ¬Â¢ FAIS compliance (NQF Level 4) ââ¬â with credits in commercial or personal lines
Knowledge and Skills
Drive leads and service targetsCoaching, quality and complianceReporting and communicationManagement of employees
Personal Attributes
Decision quality - Contributing independentlyInterpersonal savvy - Contributing independentlyPlans and aligns - Contributing independentlyDirects work - 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 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.
Core Competencies
Cultivates innovation - Contributing independentlyCustomer focus - Contributing independentlyDrives results - Contributing independentlyCollaborates - Contributing independentlyBeing resilient - Contributing independently
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
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