Operations Manager - Heavy Haulage at Santam Insurance

JOB PURPOSE

• The Manager Operations will lead and oversee the daily operations of the team, ensuring the delivery of exceptional customer service, efficient policy administration, and adherence to regulatory and compliance standards.
• This role is responsible for driving operational performance, optimizing processes, managing a team, and contributing to strategic initiatives that enhance customer experience and operational excellence.

KEY RESPONSIBILITIES

• Oversee end-to-end operations of the policy contact centre, including policy changes, cancellations, new business, renewals, and general customer inquiries.
• Manage and mentor the Underwriting team to achieve key performance indicators by monitoring call volumes, staffing levels, and performance metrics using workforce management tools.
  Ensure high standards of service to clients and brokers, focusing on productivity, quality, customer satisfaction and within the SLA (service level agreement).
• Develop and implement operational strategies, workflows, and process improvements to enhance efficiency and accuracy.
• Ensure adherence to service levels against SLA targets
• Prepare and present reports on underwriting performance measurements to management.
• Lead initiatives to improve first-contact resolution, reduce turnaround time, and enhance overall customer experience whilst focusing on employee development and upskilling.
• Foster a positive, customer-centric culture that encourages accountability, teamwork, and continuous improvement.
• Collaborate with sales, claims, underwriting and governance and teams to ensure seamless service delivery and process alignment.
• Ensure compliance adherence to all regulatory requirements and internal policies.
• Responsible for system training for Outsource Partners
• Handling of complaints and escalations
• Manage and oversee some credit control functions
• Support the Compliance review process on outsources and binders
• Support implementation of new technologies, systems, and tools for contact centre optimization.

PRINCIPAL ACCOUNTABILITIES

• Ensure operational administrative and compliance requirements are met including SLA and Underwriting Guidelines are maintained

QUALIFICATIONS AND EXPERIENCE

• Regulatory Requirement (RE5),
• Bachelor’s degree in business administration, Insurance, Finance, or a related field.
• Any other related Insurance qualifications.
• 2 – 3 experiences in leading a team.
• 3 - 5 years of experience working withing the short-term insurance industry
• Solid experience in commercial underwriting 

KNOWLEDGE and SKILLS

• Interpersonal Skills
• Leadership Qualities
• Time management
• Project Management
• Conflict resolution
• Critical thinking / problem solving
• Agility – Ability to adapt to change
• Change Management
• Problem solving

COMPETENCIES

• Resilience
• Passion and Dedication
• Empathy
• Analytical Thinking
• Planning
• Action Orientated