Team Manager: Policy Maintenance at Santam Insurance

JOB RESPONSIBILITIES

• To ensure that service levels are met
• To identify and solve problems
• To be available and ensure availability of leaders
• To be visible and “walk the floor”

To Create The Climate Necessary For Teams To Deliver

• To create an open and fun climate
• To gauge morale and harness diversity
• To communicate and manage change
• To acknowledge and celebrate success
• To provide support and encouragement to the teams

To Manage People

• To ensure that the right people are in the right roles
• To conduct performance reviews
• To recognise good performance
• To identify training needs and ensure that staff are trained
• To coach and develop staff

To ensure adherence to the code of conduct

• To manage succession

To Manage Capacity

• To set targets and ensure that they are met
• To ensure that schedules are adhered to
• To work across boundaries to deliver exceptional customer value
• To ensure load balance
• To drive service delivery by ensuring high quality and turn-around time

To Manage Cost

• To track and manage transactional cost
• To provide input into the budget
• To develop a cost-conscious culture

To Manage And Improve Operations

• To identify and eliminate waste
• To ensure and manage continuous improvement

To Manage The Teams’ Performance

• To set targets
• To measure performance
• To continuously communicate and discuss performance
• To engage other stakeholders regarding the teams’ performance
• To display results through visual management techniques

Qualifications And Experience

• Minimum requirement: Grade 12
• Preferable: Degree or National Diploma (NQF 6) with attendance in Insurance programmes (NQF 5)
• FAIS compliance
• Knowledge of the key outputs of the Personal Lines contact Centre
• Must have had some exposure to a 2IC role

Skills and Competencies

Skills

• Computer skills (MS Office - intermediate; MS Project - beginner)
• Communication skills - verbal and written
• Change management skills
• Problem solving and decision making skills
• Conflict management and negotiation skills
• Performance management skills
• Coaching skills (goal setting)
• Relationship building skills
• Project management (beginner)
• Continuous improvement skills (innovation)
• Customer relationship management skills

KNOWLEDGE

• Industry knowledge
• Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)
• Knowledge of Santam operating procedures
• Relevant product knowledge
• Relevant system knowledge
• Knowledge of management principles
• Finance for non-financial managers (budgeting, managing transactional costs)
• People management

COMPETENCIES

• Delivering Results and Meeting Customer Expectations
• Deciding and Initiating Action
• Leading and Supervising
• Planning and Organising
• Adhering to Principles and Values
• Working with People
• Coping with Pressures and Setbacks
• Achieving Personal Work Goals and Objectives
• Analysing