Team Manager: Digital Support at Santam Insurance

Job Description

The position calls for a person who will provide strong technical expertise and mentoring to assist a Digital Consultant Support team operationally and to embed and enhance systems and processes that support the Digital adoption efforts of Santam Broker Solutions. The successful candidate will be responsible for managing team performance and requires of the incumbent to embrace and encourage a culture of learning and growing. 

Key Responsibilities

• Coaching & Roadshows to promote the usage of Santam Digital assets.
• Monitor quality of work produced by team and provide leadership/ coaching where necessary to encourage learning and decision-making.
• Management of workflow.
• Managing the delivery of the Santam Experience in line with set standard operating procedures and service level agreements.
• On-going enhancement of the existing systems and processes by adapting and responding to changes in the environment and recommendations from our stakeholders.
• Planning and organising in order to manage other ad-hoc day to day operations, processes and team outputs. 
• Build and maintain effective relationships with key stakeholders.
• Managing intermediaries’ activities on Santam platforms – ability to influence and get buy-in.
• Dealing with staff issues and resource optimisation, including building technical expertise to deliver on KRAs.
• Communication skills, (understanding, speaking and writing of English and Afrikaans).
• Ability to perform under pressure and maintain a resilient approach in spite of set-backs.
• Inherent ability to Live the Santam Values.
• High level understanding of Investigation of BAU incidents and assisting in driving the solution. 
• Understanding of change impact after technical releases and building a support structure. 

Qualifications and Experience

• Proven experience managing a team of people. 
• Working knowledge of Santam systems is a requirement. With a preference to Broker Portal and SBS systems experience.
• Grade 12 (Matric Certificate) qualifications with acceptable pass mark. 
• Proficient and proven track record with process enhancements - Process certification or equivalent
• Higher Certificate in Insurance or equivalent.
• Regulatory Examinations (RE) with full qualification.
• Computer literacy (MS Word, Excel and PowerPoint – intermediated proficiency levels) FAIS compliance is a business requirement.
• Thorough technical, product and wording knowledge of Santam Commercial, Personal and Santam AGRI products. 
• Drivers licence is a requirement.

Skills

• Analytical thinking - ability to analyse and apply information and data.
• Appreciation of insurance and underwriting principles.
• Business partnerships.
• Commercial and profit driven.
• Conceptual thinking. 
• Curious about new developments and technologies and application to risk management.
• Excellent inter-personal skills.
• Execution and deadline oriented.
• Flexibility.
• Good communication skills (verbal and written).
• Hunger for improvement.
• Impact & Influence.
• Information seeking.
• Innovation - innovative flair or ability to unlock this in business and people.
• Keen attention to detail.
• Negotiation skills. 
• Planning and organising - ability to cope with conflicting demands and to prioritise tasks.
• Presentation skills.
• Solution oriented.
• Teamwork and cooperation. 
• Tenacity.
• Self-Confidence.

Competencies

• Delivering results and meeting customer expectations
• Relating and networking
• Analysing
• Applying expertise and technology
• Achieving personal work goals and objectives