Team Manager: POM

Sanlam Group

Team Manager: POM

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Date: 29-Oct-2020


Pretoria, Gauteng, South Africa

Sanlam Group

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’s Operations division is currently has an exciting opportunity available for a Team Manager who will be based within the POM Commercial Contact Centre, Pretoria. 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?

•    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 
•    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 
•    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  

Qualification and Experience

•    Completed Matric/Gr 12
•    3-5 years commercial lines underwriting experience 
•    Mimimum 3 years’ people management experience will be an added advantage
•    Degree or National Diploma (NQF 6) will serve as an advantage
•    Relevant Insurance Related Qualification (NQF 5) will be advantageous 
•    FAIS compliance will serve as an advantage 

Knowledge and Skills

•    Computer Literate (MS Office Packages) 
•    Relevant System Knowledge (Santam Mainframe, CRM, Qlikview and Policy Center) will be advantageous 
•    Exceptional Customer Service orientation strong management and leadership skills – participative leadership style
•    Excellent interpersonal skills
•    Strong technical and analytical capability
•    Negotiating skills and ability to influence others
•    Good communication skills (verbal and written)
•    Ability to manage staff, including the implementation of management control systems, the setting and measuring of targets per consultant
•    Contact centre management (including service levels, quality, workforce and performance management).

Personal Attributes
Decision quality – Contributing independently
Interpersonal savvy – Contributing independently
Plans and aligns – Contributing independently
Directs work – Contributing independently
Core Competencies

•    Cultivates innovation 
•    Client Focus
•    Drive results
•    Collaborates
•    Flexibility and adaptability 
•    Directs work
•    Decision Quality 
•    Interpersonal Savvy
•    Plans and Aligns
•    Coaching, Quality and Alignment
•    Drives service targets

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 business clusters – Sanlam Personal Finance, Sanlam Emerging Markets, Sanlam Investments, Sanlam Corporate, Santam, Miway, as well as 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

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.

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