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  • Posted: Jun 16, 2022
    Deadline: Not specified
  • 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 ...
    Read more about this company


    Senior Risk Surveyor

    What will you do?

    This career opportunity is available at Santam Commercial Underwriting, Survey Department for a Senior Surveyor to be based in Durban. The Senior Risk Surveyor is tasked with assessing risk while applying technical knowledge. Surveyors conduct detailed risk assessments on the risk, as well as provide an in-depth view to underwriters assisting them to underwrite the risk appropriately, more specifically:

    • Conducting desk top and physical surveys.

    What will make you successful in this role?

    • The role of a surveyors is to understand all types of risks and its exposures that we write and provide a view on whether continued business is viable.  This required risk surveyors to be highly technically skilled.
    • The risk information provided by the surveyors allows the organisation to determine whether the risk will be treated, tolerated, terminated or transferred. This function is at the core of capabilities provided by the risk surveying team. The role of the risk surveyors translates Santam’s aspiration of being a risk management partner into action.
    • The surveying role is a critical function within risk services. Surveyors conduct site inspections and evaluate risks based on information provided by clients, and by desktop reviews of previous surveys and information and photographs provided by clients and brokers.
    • This role allows for a surveyor to work independently and to assess risks according to Santam’s and National standards.  This position may have a supervisory function in that it may need to oversee the surveyors in the risk survey setting, and provide on the job training, and do quality reviews of the work submitted.  The surveyor will work within the prescribed parameters of the role and the relevant Head surveyor.
    • This role may have a consulting function where the 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.
    • Closely collaborate with Property Underwriting Specialist to continuously improve Santam’s surveying capability.
    • Ensure service excellence in all survey interactions for all team members

    Survey delivery requirements:

    • Conduct surveys within the required SLA
    • Achieve the agreed productivity levels
    • Provide feedback and corrections to supervised surveys
    • Provide feedback on all queries received
    • Provide the appropriate advice to clients, Brokers and internal staff as required
    • Review external survey report and provide feedback
    • 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)
    • Interact with various stakeholders (distribution, operations, underwriting and intermediaries) to ensure delivery of our world class surveying competency.
    • Provide feedback and comment on rational designs.


    • Engage with internal and external stake holders (Broker Distribution, Operations etc.) to get buy-in and understanding of our need to survey risks and ensure effective execution of survey processes.
    • Provide surveying guidance and support to all Santam Group companies including MiWay, SEM, Namibia and Specialist business as required.
    • Engage with external stakeholders (brokers) to educate/ inform, where relevant, and explain survey processes or risk reduction requirements


    • Conduct Quality assessment and provide feedback to surveyors.

    Qualifications and Experience

    • 7+years  of risk surveying or related experience
    • Matric and ideally Fire Service Qualification, Technical Engineering Degree or Diploma, or relevant qualification, Minimum NQF level 4   
    • 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.
    • Mentorship and coaching ability

    Skills and Knowledge

    • Ability to learn and research
    • Ability to manage own work environment
    • Good analytical and problem solving skills and abilities
    • Communication Skills
    • Understanding of basic fire hazards, firefighting, risk identification
    • Basic report writing
    • Use of MS Office Products
    • Use of policy information systems
    • Work in other regions
    • Capacity to operate under pressure
    • Self-starter
    • Knowledge of Underwriting and underwriting processes
    • Knowledge of the policy wording
    • Mentorship and coaching


    • Collaboration
    • Client focus 
    • Drives results  
    • Flexibility and adaptability 
    • Cultivates innovation 
    • Relating and networking
    • Analysing and attention to detail
    • Applying expertise and technology
    • Learning and researching
    • Time management Planning and organising
    • Writing and reporting 

    go to method of application »

    Customer Insights Specialist

    What will you do?

    The Journey Mapping Specialist will be responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve a cohesive and optimal experience for all customer segments across touchpoints. .

    Key Responsibilities:

    • Manage the overarching Customer Engagement map that depicts the ideal end-to-end customer experience journeys across multiple touchpoints and take into consideration insights from design sessions, customer research, business processes and changes to business models
    • Link experiences to financial outcomes, using business, behavioral, and experience metrics to influence across the company. 
    • Define and shape the customer experience strategy across all products, platforms and systems.
    • Development of high-level capability roadmaps 
    • Set the vision and priorities for the journey Insights team, develop capabilities and repeatable processes, and ensure team delivers against commitments and priorities
    • Prioritize the most critical gaps in providing an enjoyable customer experience; lead the development of a roadmap to address root-causes and redesign journeys. Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments.
    • Guide the team in collecting, unifying, and connecting experience and behavioural data across Santam Group’
    • Develop insights through advanced analytics to answer key business questions and support product and feature prioritization and optimization
    • Work in partnership with relevant SMEs; leverage strong process design methodologies such as design thinking and customer experience redesign methodology to create the right end to end solutions for customers
    • Build and administer a governance process for the Engagement Map that provides for ongoing submission of possible changes and proper approvals.
    • Develop standard process for measuring journey steps and customer success
    • Place individuals in roles and assignments that stretch their capabilities and empower personal and career development.
    • Establish and execute disciplined approach to manage end-to-end customer experiences across priority journeys leveraging agile methodologies and ensuring cross-functional and channel stakeholder
    • Leverage a strong understanding of consumer trends, technology trends, competitive experiences and best-in-class experiences to help shape the outcomes of the Design Sessions and future iterations of the Engagement Map.
    • Partner with technology teams to execute prioritized improvement opportunities that can be leveraged in-store thus bringing to life a true omnichannel experience.
    • Partner with analytics teams to measure improvements for each experience

    What will make you successful in this role?

    • Matric and degree related to commerce, analysis or information systems (e.g. B.Comm, Degree in Marketing, Business Administration, Market Research,                        B.Sc.Computer Science in IT or Informatics) 
    • An MBA would be advantageous
    • 8+ years of direct or related experience-focused customer experience (CX) design, journey mapping, analytics, and experience mapping.
    • Must have 3-5+ years customer journey, omnichannel, and digital strategy experience.
    • Customer focused. Prior experience utilizing a customer mind-set to deliver digital capabilities.
    • Experience in Agile delivery, design thinking practice and sprint planning.
    • The ability to identify, source, and analyze data and information from available sources, identify trends, connect the dots and draw conclusions to inform key                business  decisions across ines of business and functions.
    • Forward-thinking and customer-centered; use design thinking approach to everything you do.
    • A detailed job spec will be shared prior to the commencement of the recruitment process.


    1. Data analysis
    2. Reporting analysis
    3. D365 CUSTOMER Insights
    4. Voices of client questionnaire design
    5. Understanding the VOC practices, procedures and process

    Knowledge and Skills

    • Strategic Planning
    • Forecasting
    • Business Knowledge
    • Research
    • Business proposals and analysis around new opportunities

    Method of Application

    Use the link(s) below to apply on company website.


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