Current Jobs at Santam Insurance

What will you do

• Drive client service performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Provide effective leadership and motivation to a team of Client Service Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.
• Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
• Communicate nature, rules and all related information for campaigns and transfers.
• Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilization thereof to support the achievement of service levels across.
• Actively manage and report on operations and the achievement of targets.
• Resolve customer queries or complaints effectively and within SLA,
• maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
• Track and resolve operational and performance variations.

Qualification and Experience

QUALIFICATIONS AND EXPERIENCE

• Grade 12
• RE Certificate
• Short Term Insurance Qualification (NQF Level 4)
• Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)
• Minimum 2 years’ team management experience in a call centre environment

SPECIFIC REQUIREMENTS

• There will be a probationary period for three months, which consist of the following two phases: four week training period after which your knowledge will be assessed; and on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.
• Knowledge and Skill
• Short term insurance industry knowledge
• Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)
• Knowledge of management principles
• Finance for non-financial managers (budgeting, managing transactional costs)
• People management experience 
• Personal lines experience

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PRINCIPLE ACCOUNTABILITIES INCLUDE:

Data Preparation

• Acquire data from various data sources and combine & transform data into interpretable datasets, reports or dashboards
• Assess the effectiveness and accuracy of new data sources and data gathering techniques
• Extend the company’s data with third party sources of information when required
• Process, cleanse and verify the integrity of data used for analysis
• Perform data profiling of data contained in source systems
• Provide detailed analysis of all data implemented into the database
• Provide the data mapping and associated transformation rules for each data item
• Ensure that the business requirements and subsequent development activities are supported by accurate information. 
• Analysis and Visualisation
• Interpret data, analyse results using analytical techniques and provide reports and/or dashboards
• Identify, analyse, and interpret trends or patterns in complex data sets
• Use data to answer key questions about the business.
• Create and maintain dashboards, ongoing reporting, and ad hoc requests from the BCM in measuring data quality and data usage.
• Support and maintain the project data models at multiple levels of detail and functionality (conceptual, logical, normalised, relational, dimensional, application level, subject-level, integrated, etc.)
• Assist Data Modelers/Architects to draw up detailed data models.

Stakeholder Engagement

• Work directly with management and other business users to gather requirements, provide status updates, and build relationships
• Present information using data visualisation techniques
• Facilitate requirements gathering workshops with the business
• Collaborate with internal and external stakeholders to analyse information needs, functional requirements and business processes
• Engage with role-players within our implementation of Scrum @ Scale
• Coaching/Mentorship
• Provides problem solving assistance to other team members

QUALIFICATIONS AND EXPERIENCE

• Diploma/Bachelor Degree (Information Systems; Statistics; Data or Computer Science; Engineering) or equivalent (preferred but not essential)
• Functional experience in analytics, data visualisation or reporting
• 4 + years of experience performing data analysis
• Knowledge of and experience with reporting packages (QlikView/ Business Objects/ Cognos)
• Adept at queries, report writing and presenting findings for stakeholder use
• Experience working with data in various data sources and databases
• Demonstrated experience in handling large data sets and relational databases with proven SQL skills
• Experience in agile development desired
• Business experience in financial services would be advantageous

SKILLS

• Ability to translate business requirements into non-technical terms
• Ability to comply to and manage data assets under strict governance framework
• Ability to work with data profiling, data quality and reference data toolsets advantageous
• Strong analytical-thinking and problem-solving skills
• Ability to collect, organize, analyze, and disseminate significant amounts of information 
• Attention to detail and accuracy

COMPETENCIES

• Collaboration
• Client focus 
• Drives results  
• Flexibility and adaptability 
• Cultivates innovation
• Decision Quality
• Communicates Effectively
• Ensures Accountability
• Business Insight
• Balances Stakeholders
• Manages Ambiguity
• Nimble Learning

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PRINCIPLE ACCOUNTABILITIES

• Adheres to defined software development lifecycles and best practice (including code standards, code reviews, source control, etc.)
• Provide support to end users encountering issues with on the core Insurance platform (Policycenter/BillingCenter/ContactManager)
• Maintain the health and functionality of the core Insurance platform(Policycenter/BillingCenter/ContactManager) through proactive monitoring, diagnosing and resolution of issues in a quick and timeous manner 
• Configure and develop screens and applications that meet business requirements (UI’s, business logic, rules, process flow, etc.)
• Create test data and unit tests to ensure developed software works according to business requirement, design and specification
• Considers non-functional requirements during software development (eg. performance, load, response, etc.)
• Support and maintain developed applications and services
• Help maintain SLA’s through quick resolutions of incidents

Generic Functions

• Contributes and collaborates with team members across the SDLC from business analysis, design, development and testing in Agile / self-managed team environment
• Identification of potential risks / issues and give input into risk plan
• Provide support to other members of the Development Team and members of the Project Management team as required

Quality Assurance

• Unit and functional testing of developed software to ensure it meets quality standards
• Participate in code reviews and technical issue resolution meetings

QUALIFICATIONS AND EXPERIENCE

• Relevant Tertiary IT qualification and/or qualification through experience 
• Minimum of 3 - 5 years’ IT development experience across the systems development lifecycle 

Solid experience in :

• Java 8, J2EE 
• Object oriented development
• Web application development
• Web services
• Experience or at least familiarity with SQL

KNOWLEDGE

• Knowledge of SOLID principles / Design Patterns and their use
• Working knowledge of the Atlassian Suite of products (e.g. Bamboo, JIRA, Confluence) would be advantageous
• Knowledge of Agile methods, e.g. Kanban, SCRUM 
• Knowledge of the short term insurance industry is advantageous
• Competent in problem solving and troubleshooting
• Prioritising objectives and planning
• Working effectively as a team member sharing responsibility, providing support and maintaining communication
• Identifying, resolving or escalating risks, issues, dependencies, etc. 
• Must be able to work in a highly pressurised and dynamic environment
• Investigation and analysis of information
• Able to accept accountability for actions and decisions

COMPETENCIES

• Collaborative
• Client focused
• Drives results
• Flexible and adaptable 
• Cultivates innovation
• Technologies
• Business requirements
• Stakeholder engagement

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Key Responsibilities

The candidate will be expected to perform (but not limited to) the following duties:

Product strategy:

• Strategic planning, product research and analysis, vision and roadmap, product execution, keeping abreast of trends and changing client needs
• Product strategic roadmap considerations, identifying and capitalising on Santam and Sanlam group synergies, product gap analysis, prioritisation and implementation of relevant product actions

Market Research and Trend Analysis:

• The process of gathering intelligence regarding specific products, attitudes, services, etc. and interpreting that information so business decisions can be made. Identify market trends that will impact on the relevant target market.
• Competitor research and analysis
• Documentation and presentation of data, reports, and insights to appropriate stakeholders. 

Product concept design and prototyping:

• Working with the Customer Value Proposiiton capability to define distribution channel definition, operational models consideration, impact analysis and solutions, claims models consideration, impact analysis and solutions
• Undertake product concept design, evaluation, and prototyping. 
• Conducting product feasibility assessments 
• Client needs research and analysis
• Drafting of technical product requirements
• Product elements aligned to product architecture, actuarial assumptions, predictive modelling, pricing and rating, underwriting for rules, pricing and underwriting standards, product training and marketing briefs

Product development:

• The development of new products (supporting the product managers throughout the product development lifecycle).
• Drafting of technical documentation associated with the product (including product specs and policy rules)
• Wording clause drafting, in conjunction with the Santam Underwriting teams

Product pricing:

• Building pricing models using rate tables and models to design leading products which meet the needs of the unique customer segments

Project planning:

• Ability to define the scope and objectives of an initiative, anticipate resource needs, and then arrange, prioritise and schedule activities to meet objectives.

Product implementation:

• Systems and product user-acceptance testing
• Product governance

Reporting and Administration:

• Conduct effective reporting and administration. The ability to access information from diverse sources and prepare reports.

Financial Acumen:

• Interpret and apply understanding of key financial indicators to make better business decisions
• Establish and maintain strong relationships with relevant internal and external stakeholders

Qualifications & Experience

• Relevant tertiary degree
• General insurance and/or actuarial related qualification ideal
• Strong technical experience (underwriting, actuarial or claims) (minimum 5 years)
• At least 10 years’ short-term insurance experience, with a strong technical insurance proficiency
• Personal and commercial lines product knowledge
• Strong experience in product implementation - preferable 
• Strong experience in product governance – preferable
• Experience working on policy administration systems (preferable)

Skills

• Finding innovative and practical solutions to complex challenges
• Analytical thinking
• Business acumen
• Research and data gathering
• Creating simplicity from complexity in a structured manner
• Strong attention to detail
• Proactive and results oriented
• Market research and trend analysis
• Identifying and capitalising on business potential
• Strategy implementation
• Best practice product innovation through robust development lifecycle
• Project management and strategic product planning
• Concept design and storytelling
• Development of technical product specifications
• Strong MS Office (Excel, Word, Power Point)
• Knowledge of underwriting practices
• Ability to translate business requirements into technical specifications
• Ability to articulate client needs in terms of product features 
• Basic project management and administration skills 

Competencies

• Business insight 
• Financial acumen 
• Organisational savvy 
• Decision quality 
• Collaboration
• Client focus
• Flexibility and adaptability
• Cultivates Innovation
• Strong communication skills
• Ability to manage stakeholder relationships
• Product strategy 
• Project planning
• Knowledge management

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WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Analyse and ensure an optimized ROI and performance of leads according to risk appetite, cost of acquisition and propensity for conversion.
• Campaign design and management of existing consented lead portfolios, business cross and upsell portfolios, business communication and marketing campaigns. 
• Develop and execute multi-channel marketing campaigns to meet business objectives, including email, social media, digital and SMS advertising.
• Collaborate with cross-functional teams to ensure that the campaign creatives and messaging are aligned with business objectives.
• Manage campaign budgets and timelines and ensure that the campaigns are executed timeously and within budget.
• Measure and report on key metrics, including campaign performance, ROI, and conversion rates.
• Utilise insights to optimize campaign performance.
• Manage relationships with external vendors, creative agencies and data providers, to ensure campaign success;
• Stay up to date with industry trends, best practices, and make recommendations for new and innovative marketing campaigns;
• Provide regular campaign updates to key stakeholders, including management and other cross-functional teams.

QUALIFICATIONS AND EXPERIENCE

• Completed Gr12  and Bachelor’s Degree
• Minimum of 3 years of experience in campaign management and execution.
• A proven track record in driving revenue growth and achieving business objectives.
• Experience in multi-channel campaign execution, including email, social media, digital advertising, and SMS;

KNOWLEDGE AND SKILLS 

• Strong project management skills, with the ability to manage multiple projects simultaneously and meet tight deadlines.
• Ability to analyse data and make data-driven decisions, with a solid understanding of marketing analytics and measurement.
• Excellent communication, interpersonal, and relationship-building skills, with the ability to work collaboratively with cross-functional teams.
• Knowledge of marketing automation tools, such as Everlytic, Avaya and D365.