Jobs at Santam Insurance - (4 Positions)

WHAT WILL YOU DO? 
The Client Service Consultant will offer world class products and services to clients, whilst achieving targets related to quality, productivity and compliments in a call centre environment.  

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE? 

• Accurately capture client information on the relevant system. 
• Execute client requests within the agreed timeframes, quality standards and legislation. 
• Handle all the administrative tasks according to agreed standards and turnaround times.  
• Engage with client in a client centricity manner. 
• Ensuring accurate completion client requests and follows up to ensure queries are resolved timeously, as per service level agreement. 
• Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.  
• Ensuring client service level agreements are met and exceeded.  
• Excellent time management skills. 
• Consistent achievement of agreed productivity. 

QUALIFICATIONS AND EXPERIENCE 

• Grade 12/ Matric 
• NQF Level 4 Qualification in Short Term Insurance 
• Regulatory Exam (RE 5) 
• Experience in short term insurance  
• Willing to work shifts as well as overtime 

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 SKILLS  

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

PERSONAL ATTRIBUTES  

• Drives results 
• Collaborates 
• Client focus 
• Flexibility and adaptability 
• Cultivates innovation 
• Analytical thinking 
• Influencing/ gaining commitment 

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WHAT DOES THE SALES CONSULTANT DO?
The Santam Direct Call Centre has positions available for Sales Consultants who will be based in Bellville. The successful candidates will offer world class products and services to clients, whilst achieving sales targets in an outbound call centre environment.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Consistently meeting sales targets.
• Adherence to Quality Assurance processes (Compliance with all relevant internal and external rules e.g. TCF, CPA and internal Sales processes).
• Offering outstanding customer experience.
• Strict adherence to workforce scheduling

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• RE Certificate 
• Minimum 30 Personal Lines Short-term Insurance credits 
• Minimum 2 years’ experience within a sales outbound call centre.
• Fluent in English and one other official language.
• Compliance with FAIS Fit and Proper criteria i.e. minimum experience and competency requirements
• Be available to work shifts as well as overtime.
• Solid sales track record.
• Solid out-bound call centre experience and skills
• Leads warm-up and cold-calling will be mandatory 
• Knowledge of short-term insurance processes, procedures and business rules advantageous.
• Clean record of accomplishment in terms of adherence to quality standards and compliance.
• Consistent target achievement.

KNOWLEDGE AND SKILLS 

• Excellent English communication & writing skills
• Strong relationship, negotiating and networking skills
• Ability to influence

PERSONAL ATTRIBUTES 

• Communicates effectively
• Action oriented
• Situational adaptability
• Optimises work processes

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What will you do?

A position for an Information Governance Specialist exists in the Data Office team, based at Santam Bellville (Cape Town) offices.

• This role will be reporting to the Chief Data Officer (CDO) and responsible for establishing, maintaining, and coordinating the implementation of the Information Management (IM) agenda of the Santam Group. 
• We are looking for an individual with experience in data and information project management, data tools (Cloudera, Hadoop, ETL, Qlikview, Tableau), data architecture and data quality governance.  
• They will drive the resolution of complex data and information issues across Business Units (BUs), therefore, they need to understand and continuously seek to build knowledge of the Santam Group landscape and how & where data and information are generated, used and shared across teams and external parties. 
• The person fulfilling this role will also guide and oversee the Business Unit Information Managers in the contextualisation and adoption of policies, standards, and processes across the Santam Group. 
• The Information Governance Specialist must also have a keen sense of the day-to-day operations required to run a Data Office as they will be responsible for ensuring proper administration of data and information governance in the form of authoring reports  for governing bodies on the status of data and information management, tracking action items/initiatives, maintaining decisions logs, developing and maintaining the data catalogue and designing dashboards.

What will make you successful in this role?

• Develop and drive implementation of an Information Management and Data Governance strategy for the Santam group.
• Ensure alignment between forums, committees and functions on initiatives, error resolution, and policies and standards.
• Develop and maintain IM metrics & measures, tracking the progress of IM initiatives & roadmap against the plan, and reporting progress to relevant forums 
• Oversee the implementation of relevant policies and standards by the Information Managers through providing clear guidance, coaching, standardised messaging, templates, processes and compliance monitoring.
• Manage the administration of forums, i.e. meeting pack creation and distribution, minute taking, and action item follow up.
• Prepare routine and ad hoc reports for the Data Office, including Santam Board & Subcommittee and Sanlam Group reporting.
• Ensure the integration and automation of data incident management process into existing incident management tools for the logging, resolution, and report maintenance of  Data Office issue logs.
• Oversee and report on project portfolio (IM projects and Project Management Office projects with data impact) and ensure compliance to the data governance framework and project / scrum methodologies.
• Guide and drive data literacy improvement and the change management curve of Data Owners, Data Stewards and the Information Managers.
• Oversee the development and maintenance of IM processes and developing artefacts & mechanisms to operationalise IM processes, including data quality improvement using data tools (Cloudera, Hadoop, ETL, Qlikview, Tableau).
• Guide and oversee Information Managers with the definition of data quality, security and accessibility requirements and the resolution of data issues that do not meet defined requirements using data tools (Cloudera, Hadoop, ETL, Qlikview, Tableau).
• Ensure that projects for implementation of new systems and/or applications utilise appropriate data tools and adhere to data architecture and data governance frameworks.

Qualifications

• Relevant bachelor’s degree and post graduate qualification
• Certified Data Architect would be highly recommended
• Project Management / Scrum Certification would be highly recommended
• DAMA Certified Data Management Professional Practice (CDMP), preferably practitioner level, would be highly recommended
• MS SQL knowledge advantageous
• Business Process knowledge/qualification advantageous

Knowledge and Experience

Minimum requirement of:

• 7 years experience in IT and/or data governance/management on a senior level
• 7 years relevant experience in managing significant change initiatives 
• 4 years relevant experience as a Project Manager/Lead in data-related projects
• 4 years’ relevant experience in Business Process Management
• 3 years relevant experience and operational skills in data/ information governance
• 3 years experience in data quality management, operations and tools
• Experience in the use of Jira and Confluence will be advantageous
• Experience in a short-term insurance environment would be highly recommended

Skills

• Strong organisational and project management skills
• Very strong analytical skills
• Excellent verbal and written communication skills, and the ability to communicate effectively at all levels
• Interpersonal skills, to lead, influence and motivate 
• People management and relationship building skills
• Problem-solving skills – the ability to identify problems and finding/developing/facilitating solutions
• Independent research skills
• Pro-active, self-starter
• Presentation skills
• Stakeholder Management
• Computer literacy (MS Office); Jira and Confluence skills advantageous
• Emotional intelligence

Core Competencies

• Being resilient - Contributing through others
• Collaborates - Contributing through others
• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others

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What will you do?
Manage public engagement and brand reputation of Santam Limited’s social media accounts across a number of established social media channels. 

As the manager of all Santam’s social media accounts, the social media specialist will be responsible for both proactive and reactive functions while ensuring brand consistency and adherence to brand tonality and style as guided by Santam’s social media policy.

KEY RESPONSIBILITIES INCLUDE:

Strategic content management

• Develop and implement social media and online communication campaign plans in support of digital marketing campaigns 
• Develop content calendars and schedule publication of monthly content and campaigns
• Oversee and provide feedback on creative concepts and content developed internally as well as by agency partners and third-party service providers
• Write creative briefs to external agencies and/or internal designers, video editors, and copywriters
• Create detailed monthly reports to feedback on social media activities and campaigns

Community management

• Manage customer feedback on social media channels in line with SLA’s and report to client care, marketing and/or corporate affairs teams where appropriate (including weekends and public holidays)
• Provide input on engaging text, image and video content for social media
• Liaise with internal and external stakeholders to ensure excellent service and a quality social media service
• Proactively monitor social media platforms for conversations, hashtags and branded keywords to gauge trends and conversations that could present leveraging opportunities for the Santam brand visibility
• Identify potential crises and reputational brand risks emanating from social media conversations, and escalate these to relevant internal teams and manage crisis communication interventions
• Build and maintain Frequently Asked Questions and relevant documentation with the input from internal resources
• Regularly review existing social media processes, outcomes and technology, and ensure alignment with industry best practice

Trend and analysis and research

• Regular overview of the social media landscape and trends to ensure that Santam’s social media capabilities remain in line with global best practice 
• Keep abreast of social media channel updates, new platforms, added features and functionalities, and adapt Santam’s digital content strategies accordingly

What will make you successful in this role?

QUALIFICATIONS 

• Relevant Marketing / Communication qualification 
• Bcom or equivalent national diploma

KNOWLEDGE & EXPERIENCE

• Minimum five to seven years’ experience in a relevant marketing and/or social media environment
• Experience in online reputational management practices
• Solid knowledge of wide variety of social media platforms and Google apps
• Experience with monitoring tools (BrandsEye, Hootsuite, etc.)

SKILLS 

• Confident and mature communicator with the ability to to engage effectively across various levels of management
• Good time management skills with ability to work effectively in a pressurised environment 
• Empathetic and resilient team player with the ability to build and maintain good relationships 
• Excellent planning and organising capabilities
• Excellent writing skills and digital savvy 
• Ability to multi-task with strong attention to detail 
• Proactive and results driven with a strong client focus, driving collaboration and developing innovative solutions

Personal Attributes

• Business insight - Contributing through others
• Communicates effectively - Contributing through others
• Manages complexity - Contributing through others
• Plans and aligns - Contributing through others