Team Manager: Policy Maintenance

at  Sanlam

Who We Are
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:

• To 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.
• 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.
• To communicate and manage change as well as celebrate success.
• To conduct performance reviews
• To coach and develop staff
• To ensure adherence to the code of conduct
• To identify and eliminate waste and manage continuous improvement.
• Have ability to analyse data for decision making.

Qualification and Experience

• Completed Matric/Gr 12
• 3-5 year’s 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

• 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

Personal Attributes

• Drives results
• Information seeking
• Collaborates
• Client focus
• Flexibility and adaptability
• Cultivates innovation.
• Analytical thinking
• Being resilient
• Manages complexity.
• Persuades
• Action orientated.
• Business insight

Please refer the Job description for details