Call Center Manager 2 at Santam Insurance

What will you do?

• Santam Direct has a career opportunity available for a Manager: Client Engagement, who will be base in Cape Town, Bellville. This position is accountable for the management of 5 to 6 First line Managers and 55-65 service consultants and need to manage operating expenses. All consultants and managers are in advice giving positions and are Reps on the Santam Rep register in terms of FAIS legislation. Lead and manage a team to deliver on cross and upselling targets, productivity and retentions targets as well as manage SLA’s on all interactions. The Manager: Client Engagement will be required to ensure adequate staffing to support growth objectives from a policy administration point of view. Responsible for all client experiences across the value chain within Client Engagement business unit.

What will make you successful in this role?
Principle accountabilities

• Service – ensure that all existing clients are serviced in line with their policy type and within SLA. By ensuring capacity. planning & adequate staffing on a daily, weekly & monthly basis.
• Client retention – ensure churn targets are met in line with the retention of existing clients book. 
• Manage campaigns for existing clients with the intent to cross & upsell.
• Implementing strategic objectives.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Performance management.
• Coaching & development of FLM’s.
• Driving employee engagement and culture.
• Report on metrics.
• Track and resolve operational and performance variations.
   

Qualifications and Experience 

• Insurance Programmes (NQF 5)
• Personal lines experience 
• FAIS Compliant
• RE1 or RE5 Certificate
• At least 3-5 years experience in a contact centre environment
• At least 5 years management or management experience

Skills

• Strong written and verbal communication skills.
• Process driven while maintaining client centricity.
• Short term insurance industry knowledge.
• Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics).
• Finance for non-financial managers (budgeting, managing transactional costs).
• Strong people management skills.
• System knowledge includes, Policy Centre, Avaya, and WFM.
• Ability to build and maintain good internal and external relationships.
• Strong negotiation and interpersonal skills.
• Strong problem solving and analytical skills. 
• Ability to collate statistical data analytics.
• Ability to conduct self in a professional manner at all times.
• Ability to work with individuals and team.
• High degree of self-management, displaying an organised and measured approach to the workload and the clients – strong planning and organising skills.
• Project Management skills

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

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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, 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.