Jobs at Santam Insurance

What will you do

• Develop and execute the Service Delivery Strategies for Centre of Expertise Business in line with the overall PLCC Contact Centre Strategy, to assist the business in attaining its growth and profit targets for Personal Insurance.

What will make you successful in the role

• Formulating and implementing strategies for COES Personal Business in line with the overall contact centre operations strategy, across Underwriting channels (Johannesburg)
• Ensuring daily service and quality levels are maintained. This includes inter alia the BAU activities of performance management, individual and team productivity, quality assurance, rework, retention of business queues and violations management.
• Leading and managing the escalation channel and retention teams including all associated activities
• Collaborating closely with the PLCC Manco leaders/team to ensure service levels and operational efficiencies are achieved for the PLCC.
• Collaborating closely with all stakeholders in Broker Services, Governance teams and  to ensure needs and requirements are met, and the strategies to grow the Business are fully supported.
• Actively managing the relationship with Brokers/Intermediaries on an ongoing basis to ensure gaps in service delivery are observed and corrected.  This includes being available for brokers on matters which are escalated to management.
• Doing proactive and reactive underwriting for intermediaries across South Africa, thus a contact centre with a national footprint.
• Apply underwriting expertise to existing business for different profile intermediaries, including small to medium and large brokerages, also allowing for an urban and rural context.  
• Adhering to a set of SOPs (high complexity) which is the framework within which the Centre of Expertise activities are delivered.
• Engaging with a range of stakeholders both internally (regional managers/relationship managers/senior management) and externally (Intermediaries//Advisors)
• Exposure to Genex for the management and support on VOX results
• Engage in underwriting rules and process to ensure alignment for ease of business
• Develop and manage underwriting rules with the relevant stakeholders based on business needs
• Develop new solutions and innovations to ensure optimal underwriting performance 
• Engage relevant stakeholder around the maintenance and relevance of sections within the guideline
• Management of mandates to the allocated user roles

Relationships to be managed by the role

• Subordinates - Following a leadership approach to ensure a motivated and engaged workforce, with a focus on creating effective teams.
• Internal stakeholders

Networking, consulting, joint projects, collaboration with:

• Broker Services
• Heads
• Regional Managers 
• COE/CU Technical Managers
• HO Underwriting
• IT
• HR
• Legal
• Sanlam specialist areas, example WFM
• External stakeholders

Engaging with, providing service for:

• Intermediaries
• Admin Houses
• Personal clients
• Other external parties, example TransUnion

Qualifications and Experience

• B. Comm degree or equivalent relevant tertiary education, will be advantageous.
• Insurance related diploma: AIISA or FIISA or similar will be advantageous.
• Qualification such as Risk Management will be advantageous.
• 5 to 10 years of people and operational management experience across various financial industry types e.g.  Insurance (Life and Short Term), Banking, Investment Management. Pension Funds 
• 3-5 years contact center operational management experience.
• Full understanding of IT environment, practices, and methodologies (including Agile), and system stability/incident management processes
• Good understanding and working knowledge of workflow design and systems. 
• Knowledge of personal lines products in the short-term industry
• Financial management proficiency with a strong emphasis on budgeting and variance reporting
• Experience and proven track record leading cross functional teams.
• Proven track record in the ability to recruit and develop high performing staff and team leaders.
• Experience in running a multi shift or 24/7 contact center will be advantageous.
• Track record in the implementation of variable pay and pay for performance models will be advantageous. 

Knowledge and Skill

• Strong management skills, including performance management.
• Good communication skills (verbal and written) at all levels.
• Excellent interpersonal skills
• Strong technical and analytical capability
• Negotiating skills and ability to influence others.
• Strong project management skills with a proven ability to manage multiple projects simultaneously.
• Ability to set business goals and plans and make business decisions.
• Leadership ability to create vision and motivate and energise staff.
• Ability to maintain good relationships with brokers, and handling broker complaints effectively.
• Entrepreneurial with good business acumen
• Personal Insurance/ Contact Centre Subject Knowledge Expertise

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What will make you successful in this role?

• To conduct risk-based technology focused (IT) audit assignments ultimately to contribute to delivering on the internal audit plan approved by Santam’s Group Audit Committee. This could include general computer control reviews, application control reviews and reviews of IT controls within the various business processes such as application and data interfaces as well as pre and post-implementation reviews with a focus on application controls.
• Assignment work entails assignment planning, execution, reporting and audit follow up work (where applicable) including the following activities:
• Performing risk and control assessments;
• Developing, executing and in some cases, reviewing audit procedures;
• Preparing audit findings and unpacking root causes with management;
• Compiling an audit report and workshopping practical action plans with various levels of management which will support the achievement of the Santam Group’s and our business partners strategic and financial objectives;
• Ensuring that audit work is documented on GIA’s audit software tool and adheres to the required quality standards; and
• Ensuring that audit work is completed within time and cost budgets.
• Assist in reporting to various audit, risk & related committees.
• Provide input into annual audit planning.
• Follow up on audit issues raised and provide input into the reports to the audit committee and other relevant governance structures.
• Maintain quality standards in terms of the audit methodology, approach and documentation.
• Supporting and mentoring junior / trainee auditors.
• Client relationship management with internal Santam stakeholders as well as external stakeholders, with a focus on Information Security functions.
• Championing Internal Audit’s role in the organisation by serving as GIA’s representative at relevant, key Santam forums.
• National travelling to Santam offices and partners may be required.

Qualification and Experience

• A relevant qualification (Diploma, Bachelors or Honours degree) in science, commerce, engineering, technology, information systems, informatics or similar. 
• More than 4 years’ experience in an audit/ consulting/ risk management/ governance or similar operations function and demonstrable exposure as per the job description.
• Experienced in performing IT general, application controls and similar types of audits across a range of environments.
• Solid understanding of traditional business processes and how they interact at an application and database level.
• An advanced understanding of internal audit disciplines, methodologies and practices.
• Experience in the insurance industry is preferred.
• Progress towards or completed CISA, CRISC, or similar.
• Good understanding of relevant security and control frameworks such as COBIT, ITIL, COSO, OWASP, CIS & similar frameworks.
• Experience with industry leading audit software packages would be advantageous.

Skills

• Very strong numerical, analytical and conceptual skills 
• Analytical ability and logical reasoning
• Understanding of key controls and risk management principles
• Strong time management
• Excellent interpersonal, communication and networking skills
• Relationship management (Strong client service orientation)
• Facilitation skills and ability to influence individuals, groups and teams
• Strong verbal and written communication skills
• Conflict management and negotiation skills
• Ability to work effectively in a team as well as by yourself