Current Positions at Santam Insurance

What will you do?

• We have an exciting opportunity for a Marketer within Santam Specialist Solutions.

What will make you successful in this role?

• The primary purpose of this position is to drive new business growth, retain clients, manage relationships with new and existing brokers, increase market awareness, and expand the portfolio of brokers.

Key Functions

New Business / Broker Management:

• Generating new business growth
• Understanding insurance risks
• Comprehension of policy wordings
• Training of brokers on insurance products
• Hosting of functions (Candidate should be well spoken and presentable)
• Road-trip preparation and scheduling of meetings with clients
• PowerPoint presentation preparation
• Solving queries on instructions between various departments
• Accurate loading of quotations
• Material Preparation for training functions
• Broker premium consolidation
• Broker information consolidation
• Broker target consolidation
• Broker area distribution
• Renewal preparation monthly
• Research for Marketing Presentations
• Team coordination within the marketing department
• Good understanding of the insurance industry market and the terminology used.
• Able to evaluate information from a variety of sources and solve problems.
• Good communication and interpersonal skills; comfortable with phone and face-to-face complex discussions with underwriters, brokers, and any other relevant stakeholders. 
• Deadline focused; able to work under pressure to meet tight deadlines and able to organise own workload effectively to prioritise to meet service standards.
• Operationally efficient; able to follow all process requirements.

Qualifications & Experience

• Must have at least 5 years of short-term underwriting/sales insurance experience
• BCom or Engineering Degree or a construction/engineering-related diploma
• Non-Negotiable: Must have at least 3 years within underwriting/sales short-term Engineering insurance experience
• Generating new business growth
• RE5 (Regulatory Examination 5)
• FAIS compliant as representative, not under supervision
• Comprehensive understanding of insurance legislation
• Must have experience with insurance operating systems
• Valid driver’s license

Knowledge and Skills

• Administrative Skills
• Analysis and Judgement
• Attention to Detail
• Client Orientation
• Communication Skills
• Initiative
• Teamwork
• Time Management and working under significant pressure
• Generating new business growth
• Broker relationships
• Track record for handling high-pressure work environments
• Computer Literacy
• Strong Communication Skills (Internal & external)
• Competent user of Excel, Word, Outlook, and other Microsoft platforms.

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What will you do?

• We have an opportunity for a Regional Marketing Manager within Santam Specialist Solutions based in Johannesburg.

What will make you successful in this role?

• The primary objective of this position is to lead the SCE team in the JHB office, foster new business growth, and establish as well as maintain client relationships and market awareness in Gauteng and surrounding areas as needed.

Key Functions

• Generating new business growth
• Understanding insurance risks
• Comprehension of policy wordings
• Training of brokers on insurance products
• Attend and represent the branch marketing department at monthly management meetings 
• Accompany national management on broker and regional visits, on an as-and-when required basis
• Understanding engineering insurance risks
• Assist the Claims Department and marketers with problematic claims
•  Assist the Finance Department with problematic premium collections, allocations, etc
• Assist the Administration Department with marketing queries
•  Attend Claims Committee meeting and present claims requiring discussion
• Comprehension of policy wordings
•  Training of brokers on insurance products – includes opening broker training sessions
• Hosting of functions (Candidate should be well spoken and presentable)
• Represent the company in various organisations and committees (e.g., SAIA, SAUMA, SAAEI, regional Insurance Institutes, IISA, etc.)
• Supervision for staff acting as ‘Representative under supervision’, as well as assisting new staff
• Assist in managing the branch marketing team's HR issues (leave, studies, training, etc)
• Good understanding of the insurance industry market and the terminology used.
• Able to evaluate information from a variety of sources and solve problems.
• Road-trip preparation and scheduling of meetings with clients
• PowerPoint presentation preparation
• Solving queries on instructions between various departments
• Accurate loading of quotations
• Material Preparation for training functions
• Broker premium consolidation
• Broker information consolidation
• Broker target consolidation
• Broker area distribution
• Renewal preparation monthly
• Research for Marketing Presentations
• Team coordination within the marketing department

Qualifications & Experience

• Non-Negotiable: Must have at least 10 years within underwriting/sales short-term Engineering insurance experience
• Matric
• BCom or Engineering Degree or a construction/engineering-related diploma
• Generating new business growth
• Prior quoting mandates up to R500,000,000 any one risk
• First Level Regulatory Examination: Representatives
• FAIS compliant as representative, not under supervision
• Comprehensive understanding of insurance legislation
• Must have experience with insurance operating systems
• Valid driver’s license

Skills

• Administrative Skills
• Analysis and Judgement
• GREAT Attention to Detail
• Client Orientation
• Communication Skills
• Initiative
• Teamwork
• Time Management and working under significant pressure
• Generating new business growth
• Broker relationships
• Track record for handling high-pressure work environments
• Computer Literacy
• Strong Communication Skills (Internal & external)
• Competent user of Excel, Word, Outlook, and other Microsoft platforms.

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The role

• Santam Operations department has a permanent position available for a Client Service Consultant. 

What will you do?

• To offer world class products and services to clients, whilst achieving targets in an inbound and outbound call center environment.  
• What will make you successful in this role?
• A Client Service Consultant is responsible for the provision of new quotations, acceptance and administration of policies while adhering to underwriting criteria and profiling the client in terms of the determination of a suitable product. Client Service Consultants are furthermore responsible for advising clients on all aspects of their policy needs.  

Qualification and Experience

• Matric/ Grade 12  
• RE Qualification  
• FAIS compliant (30 credits)  
• Minimum 2 years’ experience in Personal Lines Short Term Insurance  
• Minimum 5 years’ experience in Commercial Lines Short Term Insurance  
• Computer Literacy (MS Office package)  
• Experience in a client service environment  
• Experience in contact centre technology applications  
• Good understanding of contact centre processes and SLA’s  

Competencies

• Information seeking  
• Analytical thinking  
• Drive for results  
• Initiative  
• Emotional self-control  
• Customer service orientation 

Skill

• Strong verbal and written communication skills  
• Excellent interpersonal, communication and networking skills  
• Strong client service orientation  
• Ability to work under pressure  
• Good judgement  
• Attention to detail  
• Self-motivated and comfortable in taking initiative  
• Ability to work independently  

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The role

• An exciting permanent opportunity has become available within Santam Client Solutions for a Commercial Underwriting Specialist to join the team. The successful incumbent will be based at our offices in Alice Lane, Gauteng.

What will you do?

• The Commercial Underwriting Specialist role will exist to provide advanced technical underwriting expertise and mentor the COE Underwriting team.The role is responsible for coaching and developing team members, managing workflow and quality assurance, and handling complex or referred risks requiring specialist knowledge.
• Through effective technical guidance, operational oversight, and collaboration with internal stakeholders, the role enhances underwriting accuracy, team capability, service delivery, and overall operational efficiency, contributing directly to improved client outcomes and the achievement of Santam’s strategic objectives.

What will make you successful in this role?

• Coach and support Underwriting Consultants to ensure high-quality underwriting decisions and optimal team performance.
• Assess and approve complex or referred risks, ensuring compliance with Santam’s risk appetite and underwriting mandates.  
• Assist in drafting technical policy wordings, underwriting manuals, and handling reinsurance.
• Prepare, review, and analyze operational and underwriting reports to monitor performance, quality, and risk exposure.
• Adhere to service-level agreements, and assist with efficient team operations. 
• Stakeholder Collaboration & Escalation Management Liaise with Contact centres, Claims, QA, Technical, HO, Assessors, and Forensics to resolve queries and escalations and ensure smooth business operations.

Qualification and Experience

• NQF Level 6 Qualification in Insurance Studies or equivalent  
• BCom would be advantageous
• Completed RE1/5 certification is highly advantageous
• 6-8 years of experience in Commercial Technical Underwriting

Knowledge and skills

• Analytical Thinking
• Brand Knowledge
• Business acumen
• Decision making
• Strategic awareness
• Planning & Organising
• Process Orientation
• Performance focus
• Team Leadership
• Coaching & Developing Others

Personal Attributes

• Customer focus
• Drives results
• Cultivates innovation
• Being resilient
• Collaborates

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WHAT WILL YOU DO

• The successful candidate will be responsible for managing a team of Auto Assessors, ensuring that they are deliveringhigh-quality assessments in a timely and efficient manner, as well as managing the performance and development ofstaff.
• Additionally, the Manager will be responsible for managing and developing relationships with insurance brokers.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Manage and oversee the daily operations of the assessment team, with a focus on automotive assessments, ensuring that targets are met and assessments are delivered in a timely and efficient manner.
• Manage and develop the performance of the assessment team, providing regular feedback, coaching, andtraining to ensure that staff are delivering high-quality assessments and meeting performance targets.
• Ensure that assessments are completed to a high standard and in accordance with company policies andprocedures.
• Work closely with other departments to ensure that assessments are delivered to clients on time and to their  satisfaction.
• Manage and develop relationships with clients and insurance brokers, providing regular updates and managingany issues that arise.
• Develop and implement processes and procedures to ensure the smooth running of the assessment process.
• Conduct regular audits of assessments to ensure quality and compliance.
• Manage the budget for the assessment department, ensuring that resources are allocated effectively.
• Stay up to date with industry developments and changes in regulations, and ensure that the company iscompliant with all relevant requirements.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in business, finance, automotive engineering, or a related field.At least 5 years of experience in operations management, preferably in the insurance industry, with a particularfocus on automotive assessments.
• Experience managing a team of assessors or similar professionals, with a particular focus on automotive assessments.
• Experience in staff management, including performance management and staff development.
• Experience in budget management and resource allocation.

SKILLS AND KNOWLEDGE

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients,insurance brokers, and colleagues.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Knowledge of insurance industry regulations and requirements.
• Familiarity with automotive engineering principles and terminology.
• Ability to work well under pressure and manage multiple tasks simultaneously.

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The role

• An exciting permanent opportunity has become available within Santam Client Solutions, Direct for a Service Quality Analyst (CX)  to join the team. The successful incumbent will be based at our offices in Tygervalley, Cape Town

What will you do?

• Santam Direct is seeking a dynamic individual to drive operational excellence and enhance customer experience across all channels. This role involves identifying and communicating barriers to performance and service delivery, conducting root cause analysis on customer feedback, and assisting with service recovery to ensure CX KPIs are met.
• You will keep teams informed of any developments impacting performance, foster strong relationships within and across departments, and host regular CX meetings to align goals.
• Working closely with coaches, you will integrate CX with QA processes and provide detailed root cause feedback categorized by agent, customer, process, or technology failures.
• Additionally, you will actively support the team in meeting deadlines and targets while ensuring strict adherence to Standard Operating Procedures and company policies.

What will make you successful in this role?

• Automate the calculation and reporting of consolidated CX performance (KPI) scores. Report to be shared to the business daily to keep track of KPI measurements and drive collaboration between teams to ensure service recovery.
• Identify relevant data and integrate multiple data sources (e.g. client experience survey data, customer journey metrics, qualitative data, client behavioral data and internal data) to perform analysis and derive insights.
• Perform root cause analysis (i.e. deep dives) to identify insights that will enable the business to improve client experience this should be based on the ACPT principle
• Assist with Service recovery / customer contact to ensure CX KPIs are met.
• Collaborate with business stakeholders to gather requirements for client experience measurement use cases, provide status updates and continuously build relationships.
• Targeted analysis - Reviews, analyzes, and interprets data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience.
• Perform analytics to meet the business needs and address the stakeholders' requirements.

Qualification and Experience

• Completed Matric/Grade 12
• 3 - 5 years in customer service experience within a contact centre environment.
• Business analysis and operations experience.

Knowledge and Experience

• Analytical Thinking
• Attention to Detail
• Open & Effective communication
• Communication & Influence
• Strategic awareness
• Planning & Organising
• Develop Ideas
• Performance focus
• Customer Insight & Focus
• Problem Solving