Job Vacancies at Santam Insurance

What will you do?

• Santam Operations, Commercial Contact Centre have a career opportunity available for a Team Manager who will be based in Auckland Park.
• 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?

• 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

QUALIFICATIONS AND EXPERIENCE

• Completed Matric (Grade 12)
• 2-3 years’ people management experience within a commercial short-term insurance environment
• 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)
• A relevant short-term insurance related qualification will be advantageous
• A completed NQF Level 4/5 insurance related qualification

KNOWLEDGE AND SKILLS 

• Drive service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees

PERSONAL ATTRIBUTES 

• Directs work
• Decision quality
• Interpersonal savvy
• Plans and aligns

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

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What will you do?

• Santam Direct has an exciting career opportunity is available for a Sales Manager, who will be based in Centurion. This career opportunity is available within the Referral Sales department.

What will make you successful in this role?

• The Sales Manager will drive sales in a telesales environment. The incumbent must have proven success in the inbound as well as outbound telesales environment. The incumbent must also have a good knowledge of digital marketing with the ability to analyze leads and influence the generation of quality leads and have accountability to convert these leads into sales for Personal Lines.

QUALIFICATIONS AND EXPERIENCE

• Completed Grade 12 
• Completed RE certificate
• Degree or Diploma Commerce / Business studies
• Insurance related studies on an NQF Level 5 or 6
• Minimum 5 years’ call centre management experience within short-term insurance (sales driven environment)
• Comprehensive experience in the short-term insurance industry
• Proven involvement in the formulation and execution of sales strategies

KNOWLEDGE AND SKILLS

• Legislative requirements applicable to a contact centre environment in the insurance industry
• Working knowledge of digital marketing
• Developing sales plans and budgets
• Santam Personal insurance product and system knowledge
• Financial Management including Income Statement analysis
• Drive and lead results
• Call centre control and reporting
• Budget and expenses
• Stakeholder communication
• Management of employees

Knowledge and Skills

• Drive leads and service targets
• Call Centre control and reporting
• Budget and expenses
• Stakeholder communication
• Management of employees

Personal Attributes

• Builds effective teams - Contributing independently
• Decision quality - Contributing independently
• Directs work - Contributing independently
• Plans and aligns - Contributing independently

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently

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What will you do?

• This career opportunity is available at SHA Risk Specialists a division of Santam for an Underwriter: PI, who will be based in Johannesburg: Illovo.

What will make you successful in this role?

Underwriting

• Underwrite and manage a portfolio of existing and new business, which may be complex in nature, including all tasks associated therewith but not limited Underwriting Governance which includes detailed risk evaluation and assessment, coverage and exposure analysis, pricing determination, detailed claims analysis (understanding loss ratios and claim trends) and wording review & negotiations within underwriting authority.
• Refer and acquire sign-off relating to matters falling outside of own authority, in accordance with authority matrix.
• Adherence at all times to the authority matrix, departmental protocols and procedures, including Underwriting Governance provisions.
• Detailed explanations regarding changes with respect to terms/ underwriting stance.

Marketing

• Visit brokers to discuss renewals and new business with a focus to build relationships and develop market presence.
• Feedback on market intelligence.

Client Liaison (Internal and External)

• Respond to queries and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility.
• Prepare for and attend meetings.

Financial

• Meet budget responsibility for a book of business.
• Monitor renewals, lapsed policies and new business with monthly report back.
• Ensure we maintain a 2.5% Cancellation Reserve

Strategic Input

• Provide strategic input for relevant business area if and when required.

Staff

• Mentor and provide technical training of current and new staff if and when required. 
• Assist Underwriting Head in the day-to-day management of staff on underwriting matters and other issues if and when required.
• Assist with performance management of staff if and when required.

General Administration

• Follow up on quotations and renewals.
• Adhere to follow internal Rater computation. 
• Adhere to internal capturing system in accordance with organisation standards, processes and processes. 
• Accountability to sign and check policy documentation.
• Handle accounts/ telephonic queries.
• Assist with credit control when required.
• Production and/or sign-off of reports within stipulated timeframes.
• Attend to daily administrative routine tasks in accordance with organisational standards, processes and procedures.
• Attend to the typing of general correspondence if and when necessary.
• Assist team colleagues with ensuring services level agreements.

Qualification and Experience

• Matric
• Appropriate degree and/or insurance related qualification.  
• FAIS compliant
• 5 years PI or casualty underwriting experience 

Skills

• Systematic and Logical/Critical Thinking
• Technical proficiency and proven underwriting track record in relevant line(s) of business
• Financial Acumen
• Track record for handling high pressure work environment
• Computer Literacy
• Strong Communication Skills (Internal & external)
• Administrative Skills
• Analysis and Judgement
• GREAT Attention to Detail 
• Client Orientation 
• Initiative
• Managing work and delegation
• Teamwork
• Time Management and working under significant pressure

Core Competencies

• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others