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  • Posted: May 11, 2021
    Deadline: Not specified
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  • Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. Santam is a subsidiary of Sanlam Limited and has been listed ...
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    Team Manager

    The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.

    What will make you successful in this role?

    • Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
    • Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience
    • 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
    • Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
    • Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
    • and/or through written correspondence
    • 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
    • Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
    • Ensuring achievement of underwriting and profitability objectives through internal processes.
    • Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets

    Qualifications

    And Experience

    • Completed Matric (Grade 12)
    • 2-3 years’ people management experience
    • 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)
    • A relevant short-term insurance related qualification will be advantageous
    • FAIS compliance (NQF Level 4) - with credits in commercial or personal lines

    Knowledge And Skills

    • Drive service targets
    • Coaching, quality and compliance
    • Reporting and communication
    • Management of employees

    Method of Application

    Interested and qualified? Go to Santam Insurance on careers.sanlamcloud.co.za to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

    View All Vacancies at Santam Insurance Back To Home

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