Jobs at Santam Insurance

What will you do?

• This career opportunity is available at Santam Broker Solutions for the Head of Strategy and Innovation, who will be based in Johannesburg.
• Santam Broker Solutions conduct short-term insurance business across personal, commercial and mid-market corporate business, distributed through independent brokers across South Africa and Namibia.
• The business consists of a distribution force in field, three servicing channels i.e. contact centers, online business and outsourced business, underwriting and other support services. The successful individual with  drive the development and implementation of Santam Broker Solutions (SBS) strategy as main responsibility.

What will make you successful in this role?

• Think strategy in the 1 to 3 years’ time window. Consider the distribution business, identify trends / opportunities / threats that SBS need to take on board and develop plans for.  
• Conduct research and conversations with all stakeholders to arrive at a collective view of the issues at hand and the potential approaches, the development of the strategy, and first level tactics to address and executing on this, in collaboration with the rest of the business.  Transformational initiatives are handed off only once we are comfortable that they are materially business as usual.
• Drive Strategic Initiatives portfolio from business case approval to implementation. Retain ownership of the strategic initiative, where the matter has high probability for multi-year evolution as well.
• Conduct market and competitor analysis through engagements in the field with our people, brokers and industry bodies etc.
• Assist with translating research and strategic planning for not just Santam Broker Solutions, but for the broader Santam intermediated business, and landing the messages where necessary / appropriate.
• Involvement in tactical initiatives currently underway to assist with redirection, rethinking and requiring broad and deep understanding of the entire business.  This also translates into picking up critical strategic priority duties where required in the business.
• For the strategic priorities’ portfolio, play the business / Agile Product Manager role.
• Following from broker / intermediary background and experience, help in the Broker distribution side of the business to deliver broker enablement strategies.
• Represent SBS CEO and other SBS Executive members where required in Strategic Project Steering Committees, industry forums etc.
• Direct and plan digital & AI transformation strategy that is fit for purpose across the various channels of Broker Solutions
• Advise; shape and deliver technology led transformation programs. 
• Adopt a prioritization approach to develop a roadmap for innovation with the relevant processes, tools and metrics to support business objectives and new growth opportunities.

Qualification and Experience

• Relevant post graduate degree or similar
• Senior / Executive Development programs
• 10 years industry experience. More than 5years experience in Short Term Insurance as a Broker

Knowledge and Skills

• Strong relationship skills and engagement experience at group Exco / Board level
• Strong analytical and strategic skills

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JOB PURPOSE

• The Manager Operations will lead and oversee the daily operations of the team, ensuring the delivery of exceptional customer service, efficient policy administration, and adherence to regulatory and compliance standards.
• This role is responsible for driving operational performance, optimizing processes, managing a team, and contributing to strategic initiatives that enhance customer experience and operational excellence.

KEY RESPONSIBILITIES

• Oversee end-to-end operations of the policy contact centre, including policy changes, cancellations, new business, renewals, and general customer inquiries.
• Manage and mentor the Underwriting team to achieve key performance indicators by monitoring call volumes, staffing levels, and performance metrics using workforce management tools.
  Ensure high standards of service to clients and brokers, focusing on productivity, quality, customer satisfaction and within the SLA (service level agreement).
• Develop and implement operational strategies, workflows, and process improvements to enhance efficiency and accuracy.
• Ensure adherence to service levels against SLA targets
• Prepare and present reports on underwriting performance measurements to management.
• Lead initiatives to improve first-contact resolution, reduce turnaround time, and enhance overall customer experience whilst focusing on employee development and upskilling.
• Foster a positive, customer-centric culture that encourages accountability, teamwork, and continuous improvement.
• Collaborate with sales, claims, underwriting and governance and teams to ensure seamless service delivery and process alignment.
• Ensure compliance adherence to all regulatory requirements and internal policies.
• Responsible for system training for Outsource Partners
• Handling of complaints and escalations
• Manage and oversee some credit control functions
• Support the Compliance review process on outsources and binders
• Support implementation of new technologies, systems, and tools for contact centre optimization.

PRINCIPAL ACCOUNTABILITIES

• Ensure operational administrative and compliance requirements are met including SLA and Underwriting Guidelines are maintained

QUALIFICATIONS AND EXPERIENCE

• Regulatory Requirement (RE5),
• Bachelor’s degree in business administration, Insurance, Finance, or a related field.
• Any other related Insurance qualifications.
• 2 – 3 experiences in leading a team.
• 3 - 5 years of experience working withing the short-term insurance industry
• Solid experience in commercial underwriting 

KNOWLEDGE and SKILLS

• Interpersonal Skills
• Leadership Qualities
• Time management
• Project Management
• Conflict resolution
• Critical thinking / problem solving
• Agility – Ability to adapt to change
• Change Management
• Problem solving

COMPETENCIES

• Resilience
• Passion and Dedication
• Empathy
• Analytical Thinking
• Planning
• Action Orientated