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  • Posted: Feb 6, 2025
    Deadline: Not specified
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  • Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. Santam is a subsidiary of Sanlam Limited and has been listed ...
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    Manager: Sales

    WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

    • Formulating and implementing strategies for New Personal Lines Business in line with the overall contact centre operations strategy, across Voice and Email channels (Johannesburg)
    • Ensuring daily service and quality levels are maintained. This includes inter alia the BAU activities of performance management, individual and team productivity, quality assurance, rework, and queue and violations management.
    • Leading and managing the new business teams including all associated activities
    • Collaborating closely with the PLCC Manco leaders/team to ensure service levels and operational efficiencies are achieved for the PLCC.
    • Collaborating closely with all stakeholders in Broker Services to ensure needs and requirements are met, and the strategies to grow the Business are fully supported.
    • Actively managing the relationship with Brokers/Intermediaries on an ongoing basis to ensure gaps in service delivery are observed and corrected.  This includes being available for brokers on matters which are escalated to management.
    • Doing proactive activities to acquire new business while applying underwriting for intermediaries across South Africa, thus a contact centre with a national footprint.
    • Amending new business for different profile intermediaries, including small to medium and large brokerages, also allowing for an urban and rural context.  
    • Delivering quotes on new policies across the personal product range that consist of multiple products/sections.  
    • Adhering to a set of SOPs (high complexity) which is the framework within which the new business activities are delivered.
    • Engaging with a range of stakeholders both internally (regional managers/relationship managers/senior management) and externally (Intermediaries//Advisors)
    • Exposure to Genex for the management and support on VOX results
    • Engage in underwriting rules and process to ensure alignment for ease of business
    • Develop and manage underwriting rules with the relevant stakeholders based on business needs
    • Develop new solutions and innovations to ensure optimal underwriting performance 
    • Engage relevant stakeholder around the maintenance and relevance of sections within the guideline
    • Management of mandates to the allocated user roles

    RELATIONSHIPS TO BE MANAGED BY THE ROLE

    • Subordinates - Following a leadership approach to ensure a motivated and engaged workforce, with a focus on creating effective teams.
    • Internal stakeholders

    Networking, consulting, joint projects, collaboration with:

    • Broker Services
    • Heads
    • Regional Managers 
    • Technical Managers
    • Relationship Managers
    • COE
    • HO Underwriting
    • IT
    • HR
    • Legal
    • Sanlam specialist areas, example WFM
    • External stakeholders

    Engaging with, providing service for:

    • Intermediaries
    • Admin Houses
    • Personal clients
    • Other external parties, example TransUnion

    QUALIFICATIONS AND EXPERIENCE

    • B. Comm degree or equivalent relevant tertiary education, will be advantageous.
    • Insurance related diploma: AIISA or FIISA or similar will be advantageous.
    • Qualification such as Risk Management will be advantageous.
    • 5 to 10 years of people and operational management experience across various financial industry types e.g.  Insurance (Life and Short Term), Banking, Investment Management. Pension Funds 
    • 3-5 years contact center operational management experience.
    • Full understanding of IT environment, practices, and methodologies (including Agile), and system stability/incident management processes
    • Good understanding and working knowledge of workflow design and systems. 
    • Knowledge of personal lines products in the short-term industry
    • Financial management proficiency with a strong emphasis on budgeting and variance reporting
    • Experience and proven track record leading cross functional teams.
    • Proven track record in the ability to recruit and develop high performing staff and team leaders.
    • Experience in running a multi shift or 24/7 contact center will be advantageous.
    • Track record in the implementation of variable pay and pay for performance models will be advantageous.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Santam Insurance on careers.sanlamcloud.co.za to apply

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