Team Manager: Policy Maintenance at Santam Insurance

What will make you successful in this role?

To lead teams:  

• To ensure that service levels are met on all email and voice queues.
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times.  
• Improve customer satisfaction, experience, and insight.
• Manage own development to increase own competencies. 
• Inspires, leads, engages, coaches, develops, and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry. 
• To communicate and manage change as well as celebrate success.
• To conduct performance reviews.
• To coach and develop staff.
• To ensure adherence to the code of conduct.  
• To identify and eliminate waste and manage continuous improvement.
• Have ability to analyse data for decision making.

Qualification and Experience

• Completed Matric/Gr 12.
• 3-5 year’s Insurance experience in Personal Lines or Commercial Lines.
• 3 years proven people management track record will be advantageous. 
• Relevant Insurance Related Qualification (NQF 5) will be advantageous. 
• FAIS compliant. 

Knowledge and Skills

• Attention to detail.
• Computer skills (MS Office; MS Project).
• 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.

Personal Attributes

• Drives results.
• Information seeking. 
• Collaborates.
• Client focus. 
• Flexibility and adaptability.
• Cultivates innovation.
• Analytical thinking.
• Being resilient. 
• Manages complexity.  
• Persuades.  
• Action orientated.  
• Business insight.