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 doDevelop and execute the Service Delivery Strategies for Centre of Expertise Business in line with the overall PLCC Contact Centre Strategy, to assist the business in attaining its growth and profit targets for Personal Insurance.
What will make you successful in the roleFormulating and implementing strategies for COES Personal Business in line with the overall contact centre operations strategy, across Underwriting channels (Johannesburg).Ensuring daily service and quality levels are maintained, including performance management, individual and team productivity, quality assurance, rework, retention of business queues, and violations management.Leading and managing the escalation channel and retention teams including all associated activities.Collaborating closely with the PLCC Manco leaders/team to ensure service levels and operational efficiencies are achieved for the PLCC.Engaging with stakeholders in Broker Services and Governance teams to ensure needs and requirements are met, and strategies to grow the Business are fully supported.Managing relationships with Brokers/Intermediaries to ensure service delivery gaps are observed and corrected.Conducting proactive and reactive underwriting for intermediaries across South Africa.Applying underwriting expertise to existing business for different profile intermediaries.Adhering to a set of SOPs (high complexity) for Centre of Expertise activities.Engaging with stakeholders both internally and externally.Managing mandates to the allocated user roles.Relationships to be managed by the roleSubordinates - Following a leadership approach to ensure a motivated and engaged workforce.Internal stakeholdersNetworking, consulting, joint projects, collaboration with:Broker ServicesHeadsRegional ManagersExternal stakeholdersEngaging with and providing service for:IntermediariesAdmin HousesPersonal clientsOther external parties, example TransUnionQualifications and ExperienceB. Comm degree or equivalent relevant tertiary education, will be advantageous.Insurance related diploma: AIISA or FIISA or similar will be advantageous.5 to 10 years of people and operational management experience across various financial industry types.3-5 years contact center operational management experience.Full understanding of IT environment, practices, and methodologies.Good understanding and working knowledge of workflow design and systems.Knowledge of personal lines products in the short-term industry.Financial management proficiency with a strong emphasis on budgeting and variance reporting.Experience in running a multi shift or 24/7 contact center will be advantageous.Knowledge and SkillStrong management skills, including performance management.Good communication skills (verbal and written) at all levels.Excellent interpersonal skills.Strong project management skills with a proven ability to manage multiple projects simultaneously.Ability to set business goals and plans and make business decisions.Leadership ability to create vision and motivate staff.Personal AttributesDrives results.Client focus.Flexibility and adaptability.Cultivates innovation.Analytical thinking.Coaching and development.Build a successful career with usWe're all about building strong, lasting relationships with our employees. We pride ourselves in helping our employees to realise their worth.
Turnaround timeThe shortlisting process will only start once the application due date has been reached.
Our commitment to transformationAt Santam we are committed to transformation and embracing diversity.
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