Job Description

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?

xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Builds and maintains a high performing team which consistently delivers a xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x85xc2x93Wowxc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2x9d customer experience in terms of care, professionalism, knowledge and contact resolution
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 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
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 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
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 and/or through written correspondence
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Improve customer satisfaction, experience and insight
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Manage own development to increase own competencies
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Deliver exceptional customer service that exceeds customersxc3x83xc2xa2xc3xa2xc2x82xc2xacxc3xa2xc2x84xc2xa2 expectations through proactive, innovative and appropriate solutions
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Ensuring achievement of underwriting and profitability objectives through internal processes.
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 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
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 Completed Matric (Grade 12)
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 2-3 yearsxc3x83xc2xa2xc3xa2xc2x82xc2xacxc3xa2xc2x84xc2xa2 people management experience
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 2-3 yearsxc3x83xc2xa2xc3xa2xc2x82xc2xacxc3xa2xc2x84xc2xa2 experience in an operational environment (preferably within the short-term insurance industry)
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 A relevant short-term insurance related qualification will be advantageous
xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3x82xc2xa2 FAIS compliance (NQF Level 4) xc3x83xc2xa2xc3xa2xc2x82xc2xacxc3xa2xc2x80xc2x9c with credits in commercial or personal lines

Knowledge and Skills

Drive leads and service targets

Coaching, quality and compliance

Reporting and communication

Management of employees

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Plans and aligns - Contributing independently

Directs 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 independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being 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.

Our commitment to transformation

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.

REQ Number and Contact Details

Closing Date - 08 December 2023

Location - Bloemfontein

Talent Acquisition Specialist - Ezekiel Dube

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.

Sanlam