Jobs at Santam Insurance - 3 Positions

What will you do?

Human Resources has a position available for a HC Business Manager (People Analytics), reporting to the Executive Head: HR. 

You will be required to integrate the centres of excellence across HR and business requirements ensuring that data driven solutions are built aligned to business needs. 

Furthermore, you will be accountable for the effective execution on HR strategic objectives across centres of excellence and within time frames agreed upon.

What will make you successful in this role?

Strategy and project portfolio management:

• Integrate all Strategic initiatives across HR and utilise data to design trends and key insights to be integrated into the HR Strategy for the Santam Group
• Transpose the HR strategy into a project portfolio to ensure that the strategy is timeously realised and executed. Prioritise and manage the delivery of the HR plan. 
• Cascades the Santam HR strategy by designing specific HR plans in alignment with the cluster strategies, in partnership with the COE’s and HR Delivery team

Provide support to the Executive Head of HR by compiling and executing on monthly actions and deliverables:

• Ensure that all Executive Committee and Board submissions reflect HR’s integrated people plan and provides an update on the strategic objectives. 
• Prepare communications to HR community, Santam employees and external stakeholders on behalf of HR Exec.
• Support HR Executive on HR employee engagement initiatives.
• Translate HC strategy into actionable goals for performance and growth helping to implement organization-wide goal setting, performance management, and annual operating planning

People Analytics:

• Ensure that all key people data insights are provided to inform the HR Santam Group Strategy
• Lead the People Analytics team and leverage technology to provide people data analytics and people insights to effectively provide effective decision making and business solutions relating to people.
• Provides expertise in practical reporting solutions, including data visualization and graphical report design, using current and future technology products.
• Lead and implement data governance strategies and action plans aligned to legislation and Santam Information Management Forums
• Partner with key stakeholders across the Santam group to build technical solutions that addresses people data accuracy concerns.  

Project Management:

• Provides support to the Santam HR Group Executive and partner with all CoE heads to drive alignment across practices and initiatives. 
• Co-ordinate HR practice and process improvements and monitor and track the implementation of key HR projects. 
• Co-ordinates project integration initiatives into annual plan.

Stakeholder management:

• Manage relationships with internal stakeholders (CoE Heads, Marketing, Digital, IT, Sanlam stakeholders etc.)
• Manage relationships with external stakeholders and vendors.
• Ensure healthy engagement and satisfaction levels with all stakeholders.
• Manage the HC project integration processes
• Collaborating with MANCO team members to determine and prioritize HC strategies, aligned to business priorities
• Improve current HC processes and coordinate organizational procedures for optimized efficiency and productivity

You will

• Hold a Postgraduate qualification in Behavioural Sciences/Business Management or similar NQF level 7 qualification

You have

• A minimum of 8-10 years in Human Resources environment – with strong industry knowledge  
• Experience in working with all levels of management in a corporate environment
• Good knowledge and understanding of HR Best practices, policies, and procedures
• Experience and knowledge in people analytics; data visualization and manipulation, MIS and systems integration
• Experience in leading and managing a team
• Proven experience organizing and directing multiple teams and departments
• Experience in data analysis, operations management, data manipulation and managing large sets of data.
• Nimble business mind with a focus on developing creative solutions
• Strong project reporting skills, with a focus on interdepartmental communication

Your abilities include

• Business Acumen
• Stakeholder Management
• Strong presentation skills
• Strong problem solving and analytical skills. Ability to analyse and interpret statistical data/HR analytics
• High degree of self-management, displaying an organised and measured approach to the workload and the clients
• Project Management skills
• Attention to detail
• Strategic thinking 
• Driving change 
• Operational delivery and execution 
• Business acumen / commercial insight 
• Planning and organising 
• Communication skills  
• Persuasiveness / Influencing 
• Strong judgement, integrity, and discretion
• HR technical knowledge 
• Microsoft suite

go to method of application »

What will you do?

• Santam Operations, Shared Service department has a position available for a Real Time Analyst who will be based within the Auckland Park.

Key Responsibilities 
A real time analyst plays a critical role in monitoring and managing service levels in the contact centre in Real time. The successful incumbent will monitor and report on schedule adherence and impact on performance and assist with implementing schedule revisions, provide resource requirements and supports operational and financial planning for the Santam contact centres.

Duties and responsibilities include:

• Monitor and identify variances in core business key performance indicators and forecasts in Real Time
• Monitor schedule adherence and identify non-adherence
• Improving, executing and effectively communicate significant analyses that identify meaningful trends and opportunities across the business
• Highlight deviations to relevant role players to ensure compliance
• Validate deviations before updating the relevant systems
• Administer exception codes for schedules
• Generate the necessary analysis and compliance reports
• Escalate system problems when and if necessary as per the procedure
• Manage the accurate and timely production of short term call forecasts taking all influencing factors into account – in Real time
• Oversee and facilitate all planned off-phone time to optimize operational performance whilst ensuring all necessary activities are able to proceed.
• Liaise with key role players to produce accurate and timely staff plans including any opportunities to share workload between business areas. 
• Actively take part in managing workload within team to achieve all agreed SLAs and targets.
• Participate in manco meetings and contribute to address challenges through identifying and implementing possible improvements toward efficient operations.
• Function as a liaison between staff and management through analysing and interpreting data involving company procedures, policies, and workflows.

What will make you successful in this role?

• Capability Indicators 
• Monitor service level, volume, handling-time, shrinkage, occupancy and productivity
• Stable service levels, higher agent productivity, lower unplanned shrinkage levels
• Increased agent and team leader compliance vis-à-vis standard operating procedures
• Valid, up-to-date and correct MIS
• Valid, up-to-date and correct MIS as a basis for further analysis of shrinkage
• Valid, up-to-date and correct MIS and appropriate analysis, commentary and presentations
• Reduced system downtime and fewer system configuration errors

Minimum Requirements 

• Matric
• Insurance related qualifications (advantageous)
• Relevant tertiary qualification – computer science/ statistics/ maths/ business analysis will be advantageous 
• Specialized software training on workforce management solution an asset (Aspect be advantageous)

Experience

• 2 – 3 years Contact Centre experience
• Experience within a WFM environment advantageous
• Good understanding of contact centre processes and SLA’s
• Excellent computer literacy, particularly advanced Excel
• Report writing experience an advantage

Skills

• Detail orientation
• Analytical
• Organisational awareness
• Process improvement skills
• Interpersonal sensitivity
• Advanced analytical skills which includes collecting, organizing, analysing, and disseminating abundant information with accuracy
• The ability to write reports
• Strong communication skills (verbal, written, and visual communication)

go to method of application »

JOB DESCRIPTION
The D365 Delivery Manager has a comprehensive understanding of the Microsoft Dynamics 365 platform and can manage people. Projects are delivered through predefined delivery teams and for each project the correctly skilled development resources need to be allocated to project teams.  Projects need to be scheduled in such a way to support concurrent development within the same technical environment and system testing and regression testing needs to fit into this schedule in an efficient manner.

The Support and Maintenance Team Leader reports into the Development Manager and management of incident resolution, service level management, escalations and fix deployments are all part of the accountability of the Development Manager.  Emergency fixes, incident escalations and root cause analyses are managed by the Development Manager.

This team is located across several cities and two continents, and the Development Manager is comfortable managing remote teams efficiently and effectively.

PRIMARY RESPONSIBILITY
The D365 Delivery Manager is accountable and/or responsible for the following:

• Contribute to the planning of project execution to support concurrency balanced with business demand and prioritization.
• Work with Project Managers and Team Leaders for scheduling and allocation of development resources to projects and support teams
• Management of the Support and Maintenance Team leader.  The Development Manager takes accountability of the operational efficiency of this area with regards to Service Level Management of incidents and change requests, escalations, root cause analyses, and emergency and planned deployments
• Involved in management of the project deployments
• Accountable for daily health monitoring of the environment 
• Collaborating through a healthy relationship with the Group Infrastructure teams, Business Demand managers, Scrum Masters, other IT Development Managers
• Ensure stable and performant production environment 
• Manage performance and development of all direct reports
• Assist with the growth on performance, capacity and capability within the team through effective knowledge transfer
• Provide training, mentorship and leadership to direct and inspire a high-performance team
• Involved in annual budgeting cycles for development team resources, software licenses, TCO etc.

QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE
QUALIFICATION

• Relevant B Degree or equivalent workplace experience
• 5 to 10 years at application development experience, certification in Microsoft products or specifically Dynamics 365 is advantageous  
• Experience managing technical staff 
• Experienced in dealing with external suppliers and offshore business partners will be advantageous 

KNOWLEDGE & SKILLS

• Good understanding of Microsoft Dynamics 365 is necessary, experience in configuration, development, or management of D365 team is advantageous.
• Working knowledge of Agile software delivery methods
• Agile delivery methods, including Scrum at Scale
• Knowledge of DevSecOps, AWS, Azure is advantageous 
• Excellent decision making & organising skills
• Ability to think holistically as well as at a detailed level
• Understanding Technology Architecture trends & best practice thinking  
• Leadership
• Human Capital Development
• Building networks and good relationships
• Analytical and systems thinker
• Produce creative solutions to business problems
• Perform under pressure
• Self-motivator
• Challenge current assumptions and beliefs
• Motivate others and mentoring others
• Interaction skills: facilitation; mentoring; leadership and influencing; negotiation; teamwork; build relationships; credible consulting skills
• Deciding and initiating action

COMPETENCIES

• Client focus
• Cultivates Innovation
• Drives Results
• Collaborates
• Flexibility and adaptability
• Competent in problem solving and troubleshooting
• Prioritising objectives and planning
• IT Data Analysis
• Project Oversight
• Reporting and Administration
• Quality, Compliance and Accreditation
• Business Requirements Definition
• Technologies