Manager: Sales at Santam Insurance

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.