Jobs at Santam Insurance

Job Opportunity

• A position is available at Santam Operations for a Quality Assurance Consultant in Shared Services to be based in Cape Town / Centurion.

Job Purpose

• The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners. 
• Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy. 
• Support the CLCC to sustain profitable growth through effective evaluations and coaching of staff. 
• Identify opportunities for evaluations, guided self-evaluations and coaching of staff for training or process improvement while facilitating employee development. 
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions. 
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement. 
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the CLCC and identify / highlight process improvement opportunities.

Key Responsibilities

• Plan and assist in conducting of regular quality and risk review procedures 
• Accurate measurement data quality 
• Identify improvement opportunities 
• Provide feedback to Individuals and Leaders 
• Implement improvement opportunities 
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking 
• Help to ensure that the CLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area 
• Collaborate on initiatives / projects 
• Evaluating and measuring customer satisfaction and other performance outcomes 
• Design and develop QA templates
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications

• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar  
• RE is advantageous

Experience and Knowledge

• Minimum of 3 – 5 years’ experience in short term insurance, commercial lines and/or Agri assets  
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE). 
• Coaching skills and experience
• Previous Quality Assurance experience advantageous 
• Excellent computer literacy, particularly Intermediate Excel 
• Report writing experience an advantage
• Experience in a client service environment 
• Experience in contact centre technology applications 
• Good understanding of basic financial principles, e.g. profit, growth, etc. 
• Good understanding of contact centre processes and SLA’s  

Skills

• Attention to detail
• Process improvement skills 
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients (hybrid way of work) 
• Time management
• Coaching skills
• Good communication skills (verbal & written in business language) 
• Underwriting skill 
• Independent self-management 

Competencies

• Working with people 
• Analytical  
• Emotional Intelligence
• Deciding and Initiating Action 
• Client Service Orientation 
• Team Work and Support 
• Building Relationships 
• Communication 
• Optimizing Technology 
• Problem Solving 
• Delivering Quality 
• Performing under Pressure
• Continuous Learning 
• Situational Adaptability 
• Commercial Thinking/Awareness 

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What does a Relationship Manager do?

• This career opportunity is available in Broker Services: North for the role of Relationship Manager who will be based in Rustenburg, North West.

What will you do?

• The relationship manager will be responsible for promoting new and maintaining existing business by servingas a proactive relationship manager for assigned accounts. Coordinates marketing, sales and support servicesfor assigned accounts to enhance existing relationships and develop new ones.
• The relationship managershould further insure successful implementation and management of short-term initiatives. This job is focusedon the retention and profitable growth of allocated broker portfolios through developing and management ofstrong relationships with intermediaries and internal business partners.

What will make you successful in this role?

• Supporting Santam sales strategy & business plan in line with the region targets.
• Establish and manage strong relationships with brokers including business managers.
• Growth and profitability of allocated broker portfolio.
• Work with brokers in developing a business plan to grow business.
• Assist in identifying new potential brokers and opportunities for business growth.
• Awareness of competition and market information.
• Facilitate the sales process and ensure that brokers deal with correct channels.
• Facilitate conversion of quotes.
• Build relationships with internal stakeholders for ease of managing portfolio.
• Ensuring compliance of broker portfolios with respective internal governance controls.
• Monthly analysis of figures down to broker level.
• Report at Broker Services regional meetings.
• People management(service cnsultant).

Qualifications and Experience

• Matric Qualification.
• Insurance related qualification or business degree will be advantage.
• FAIS Compliant (120 credits on NQF level 5).
• Regulatory exam compliance.
• At least 3 years personal lines and 5 years commercial experience in an operational environment involvingresponsibility of a large portfolio of broker business.
• Good Operational experience with regard to commercial business on external platform.
• 5 years sales experience in the short-term insurance sector.
• 5 years’ experience in maintaining and growing a profitable portfolio of Commercial and personal insurance.
• Proficiency in Afrikaans.

Personal Attributes

• Drives results.
• Deciding and initiating action.
• Leading and supervising.
• Collaborates.
• Client focus.
• Flexibility and adaptability.
• Cultivates innovation.
• Strategic decision making.
• Analytical thinking.
• Influencing/ gaining commitment.
• Business acumen.
• Coaching and development.

Knowledge and Skills

• Knowledge of Policy Centre and Mainframe Commercial product.
• Knowledge and experience of Santam internal processes will be beneficial.
• Knowledge and experience of QlikView, Policy Centre and Mainframe.
• Knowledge and experience of the Santam / Sanlam synergies will be beneficial.
• Fluent in English Language.
• Good communication skills (verbal and written).
• In-depth knowledge of financial analysis processes and statistics.
• Technical product knowledge of short- term insurance.
• Technical underwriting knowledge.
• Excellent inter-personal and problem-solving skills.