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?
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, RISCOR CAPE TOWN have a career opportunity available for a Team Manager who will be based in Cape Town
The Team Manager will manage a team of multiskilled underwriters that deals with high net worth brokers . 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?
- Builds and maintains a high performing team which consistently delivers a Wow customer experience in terms of care, professionalism, knowledge and contact resolution
- Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
- 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
- Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
- 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
- and/or through written correspondence
- 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
- Deliver exceptional customer service that exceeds customers expectations through proactive, innovative and appropriate solutions
- Ensuring achievement of underwriting and profitability objectives through internal processes.
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
- Completed Matric (Grade 12)
- 3 years people management experience within a commercial and persona short- term environment.
- 5 years experience in an operational environment (preferably within the commercial and personal lines short-term insurance industry.
- A relevant short-term insurance related qualification will be advantageous
- A completed NQF Level 4/5 insurance related qualification
- Drive service targets
- Coaching, quality and compliance
- Reporting and communication
- Management of employees
Were 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.
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.
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.
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.
