First Line Manager at Santam Insurance

• Drive client service performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Provide effective leadership and motivation to a team of Client Service Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.
• Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
• Communicate nature, rules and all related information for campaigns and transfers.
• Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilization thereof to support the achievement of service levels across.
• Actively manage and report on operations and the achievement of targets.
• Resolve customer queries or complaints effectively and within SLA,
• maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
• Track and resolve operational and performance variations.

Qualifications And Experience

• Grade 12
• RE Certificate
• Short Term Insurance Qualification (NQF Level 4)
• Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)
• Minimum 2 years’ team management experience in a call centre environment

Specific Requirements

There will be a probationary period for three months, which consist of the following two phases:

• four week training period after which your knowledge will be assessed; and
• on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.

Knowledge And Skills

• Short term insurance industry knowledge
• Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)
• Knowledge of management principles
• Finance for non-financial managers (budgeting, managing transactional costs)
• People management experience
• Personal lines experience