Job Openings at Santam Insurance

What will you do?

• The purpose of this role is to ensure that the client services service levels are maintained within Contact Centre. Lead and manage a team of Client Service Consultants within the larger Client Services team. The incumbent must be available to work shifts and also Saturdays as per the shift schedule.

What will make you successful in this role?

• 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.

QUALIFICATIONS AND EXPERIENCE

• Grade 12/Matric
• RE Certificate
• Short Term Insurance Qualification (NQF Level 4)
• Degree or National Diploma (NQF 6) with attendance in Insurance Programs (NQF 5)
• Minimum of 5 years’ experience within a Call Centre environment (preferable in Short Term Insurance)
• Minimum 2 years’ team management experience in a Call Centre environment.

KNOWLEDGE AND SKILLS

• 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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What will make you successful in this role?

KEY RESPONSIBILITIES:

• The role of a Head surveyor is to understand all types of risks and its exposures that we write and provide a view on whether continued business is viable, it is also to guide the teams and mentor staff to meet these objectives. It also translates Santam’s aspiration of being a risk management partner into action.
• The incumbent must be able to work independently and to mentor staff to enable them to assess risks according to Santam’s and National standards.  This position is a leadership as well as operational role which oversees a regional team, conducts surveys, provide on the job training, and do quality reviews and will work within the prescribed parameters of the role and the National survey manager.
• This role will have a consulting function where the head surveyor will be called upon to consult on risks and to provide advice to Surveyors, Underwriters, Relationship managers, technical managers, Brokers and Clients regarding the risk and alternatives to the risk reduction requirements.

Leadership/People Management:

• Mentor Surveyors to provide improved survey reports and upskilling staff in the understanding of the various risks and legislation and standards.
• Ensure service excellence in all survey interactions for all team members.
• Manage the knowledge transfer of technical results across different knowledge levels within the business ensuring effective execution resulting in profitable growth and the maintenance of a profitable book of business.
• Facilitate educational programmes across the business to raise awareness around risk exposures, risk management practices and the criticality of the surveying function.
• Manage the procurement and delivery of external risk surveys in line with the quality standards and knowledge levels of Santam.

Survey delivery requirements

• Conduct and ensure surveys are within the required SLA.
• Achieve and facilitate the agreed productivity levels within the team.
• Review and provide feedback and internal and external reports corrections to surveys as required.
• Understanding all the legislative requirements/Bylaws.
• Understanding the area of operations and hazards (Geographical areas and risks associated) (Process in respect of production and the function and safety of the machinery).
• Collaborate with various stakeholders Interact (distribution, operations, underwriting and intermediaries) to ensure delivery of our world class surveying competency and continuously improve Santam’s surveying capability.
• Provide feedback and comment on rational designs.

Stakeholders 

• The Head Surveyor will have complete independent interaction with both internal and external stakeholders.  Interactions will vary from negotiation, to driving change, handling queries, and mentoring and training internal and external stakeholders.
• Head surveyor may interact from a consultant capacity, to providing insight and guidance into policy, and training manuals, as well as provide feedback and comment on wordings and risk management protocols and ways of implementation.
• Engage with internal and external stake holders (Broker Distribution, Operations etc.) and to get buy-in and understanding of our need to survey risks and ensure effective execution of survey processes and provide appropriate advice as required.
• Provide surveying guidance and support to all Santam Group companies including MiWay, SEM, Namibia and Specialist business as required.

General

• Conduct Quality assessment and provide feedback to surveyors.

Qualifications and Experience

• 10+years of risk surveying or related experience
• Matric and Fire Service Qualification, Technical Engineering Degree or Diploma, or relevant qualification.
• Valid driver’s licence                                                                                                    
• Computer literate on Excel, Word, Presentations, etc.    
• Competency at previous level and proven competence at risk surveying with experience in retention class and exposure stipulated above.
• FPA advanced courses, risk prevention strategies and technical training for related risks e.g., advanced level - High hazard risks, thatch, etc.
• Proven Mentorship and coaching ability

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Job Description 

• The purpose of this position is to provide support to the Relationship Managers and is responsible for delivering quality service to customers, who could be either internal or external to Santam (including brokers, customers, partners and suppliers). The successful incumbent will provide support to address customer, needs, concerns and issues.

Principal Accountabilities

• Prepare basic reports and statistics based on risk analysis.
• Communicate with internal stakeholders to provide information, feedback and follow through on queries and/ or instructions 
• Address unusual and non-standard customer issues including underwriting and commercial related queries.
• Task related decision making within set policies and procedures 
• Research to assist in addressing non-standard underwriting issues
• Update RM reports
• Create client profiles for identified risks

Qualifications and Experience

• Grade 12
• FAIS compliance (120 credits) preferred
• RE 5
• At least 2 years within the short term insurance industry essential
• At least 1 year Commercial Lines experience 
• Proven MS Excel experience essential

Knowledge and Skills

• Familiar with Excel, Word (basic), Qlikview, Intranet and Internet
• Understanding and knowledge of Santam process
• Understanding of all relevant customer support systems and processes related to all products

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Job Opportunity

• A position is available at Santam Shared Services: Quality Assurance for a position as a Quality Assurance Consultant in Shared Services – Cape Town / Centurion.

Job Purpose

• The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners. 
• Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy. 
• Support the CLCC to sustain profitable growth through effective evaluations and coaching of staff. 
• Identify opportunities for evaluations, guided self-evaluations and coaching of staff for training or process improvement while facilitating employee development. 
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions. 
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement. 
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

Key Responsibilities

• Plan and assist in conducting of regular quality and risk review procedures 
• Accurate measurement data quality 
• Identify improvement opportunities 
• Provide feedback to Individuals and Leaders 
• Implement improvement opportunities 
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking 
• Help to ensure that the CLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area 
• Collaborate on initiatives / projects 
• Evaluating and measuring customer satisfaction and other performance outcomes 
• Design and develop QA templates
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar  
• RE is advantageous

Experience and Knowledge

• Minimum of 3 – 5 years’ experience in short term insurance, commercial lines and/or Agri assets  
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE). 
• Coaching skills and experience
• Previous Quality Assurance experience advantageous 
• Excellent computer literacy, particularly Intermediate Excel 
• Report writing experience an advantage
• Experience in a client service environment 
• Experience in contact centre technology applications 
• Good understanding of basic financial principles, e.g. profit, growth, etc. 
• Good understanding of contact centre processes and SLA’s  

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PRINCIPLE ACCOUNTABILITIES

• Technical support of BI Datahub technology (hardware, software, databases - including upgrades, resolving vulnerabilities)
• Administration of infrastructure deployment, technical support procedures, application deployments & releases, servers, nodes, databases, etc.
• Monitoring and management of hardware & software resource performance (CPU, Memory, Disk I/O, etc.)  across all environments and take decisive action where potential business user impact is anticipated or experienced
• Collaborating with Architects and Technical Specialists on ways to automate and improve the development, release management and production observation processes & procedures
• Collaborates with ETL developers, data engineers and data analysts to ensure that development follows established processes and works as intended
• System troubleshooting and maintenance
• Installation of software (from operating systems through to applications) across environments

General Functions

• Consult with the Solution Architects on the Guidewire platform (PolicyCenter, BillingCenter, ClaimCenter, ContactManager, Digital, Data) in terms of application configuration and infrastructure to support application services
• Identification of bottlenecks and process inefficiencies and collaborate with team to create and implement improvements
• Identification of potential risks / issues and give input into risk plan
• Develop and maintain a comprehensive understanding of the internal workings of key software packages within BI DataHub 
• Work with key vendors to understand their current and future offerings & services with a view of adopting and driving broad implementation

Quality Assurance

• Work as a team member with Development teams and technical staff, to ensure the solutions/amendments are implemented according to best practice
• Participate in various Troubleshooting & Problem-Solving initiatives setup and managed by Technical Support and/or SGT

QUALIFICATIONS AND EXPERIENCE

• National Diploma / Bachelor’s degree in Computer Science, Statistics, Informatics, Information Systems, Information Technology, Engineering or another quantitative field preferred
• Minimum of 5 years relevant experience
• Minimum of 3-5 years of managerial experience
• Working experience with Windows, scripting (e.g. Powershell), SQL Databases, distributed web applications
• Exposure to ETL tools (e.g. SSIS, DataStage) will be beneficial
• Experience with CI/CD (continuous integration, continuous delivery) tools
• Experience in application development, version control, support and release management
• Experience in messaging middleware, web services, SOAP, REST, SOA,  SMTP, FTP, secure FTP
• Experience working with and supporting complex systems deployed to cloud (i.e. AWS) would be beneficial