Latest Job Opportunities at Santam Insurance

JOB DESCRIPTION

• This role will be responsible to develop and implement a framework for insurance products management throughout the product lifecycle with due consideration of existing governance policies and relevant legislation.
• The framework will include, but not be limited to, designing, developing, delivering, maintaining and monitoring, in collaboration with and support of Group business units, timeous, relevant and suitable product solutions within a framework of strategic direction and product management best practice.
• The role will further be responsible to enhance, manage, and oversee the product management framework relating to new products, existing products and material changes to existing products.
• The role will also support and drive the creation and development innovative insurance products in order to bridge the gap between existing insurance offerings and capabilities and the insurance opportunities that exist, ensuring that Group business units implement the most efficient and effective products tailored to their unique markets.  

KEY ACCOUNTABILITIES

• Accountable to ensure adherence to product management framework and capabilities being product strategy, product planning, product development and product portfolio management.
• In collaboration with key stakeholders, manage the end-to-end product lifecycle, from conceptualization to launch, for key initiatives within our product portfolio.
• Ensure that relevant marketing strategies and plans are in place for products to achieve overall competitive advantage and profitability.
• Conduct market research, competitive analysis, and customer feedback to identify opportunities and inform product decisions.
• Provide insights to drive marketing and product usage campaigns and the product and partner strategy.
• Ensure business tracks performance of all sales and marketing campaigns to ensure ROI and work with the sales and distribution teams to improve sales, by providing customer insights and input into marketing strategy including sales scripts.
• Ensure execution with the agreed product strategy to ensure brand objectives are met.
• Enhance the product and distribution channels as well as identify new opportunities to grow the existing product.
• Support business in achieving growth and profit targets for the products by enhancing communication channels between the stakeholders to maximize business requirements, processes and efficiencies.
• Responsible for monthly and quarterly product management and governance reporting.
• Ensure compliance by business with the relevant legislation (e.g. Insurance Act, STIA, FAIS, CPA, POPI, NCA, FICA, Competition Act etc.) and keep up to date with legislative changes.
• Ensure effective communication strategies are implemented and aligned to the product plan with the policy holders [i.e. customers].

QUALIFICATIONS AND EXPERIENCE

• Relevant Commerce Bachelor’s or similar degree required. Post-graduate or Master’s degree in a related field preferred.
• Minimum of 5 years' governance and insurance risk management experience.
• 7-10 years’ professional experience with experience at an insurance product development and product management in insurance and or other relevant digital insurance product enabling business
• Rewards experience beneficial.

SKILLS

• Proficient computer literacy (MS Office package: Word, Excel, PowerPoint, Internet researching skills).
• Astute Customer Market Awareness 
• Training in Agile delivery
• Strong knowledge of fintech, financial services and mobile money
• Experience with African and emerging market consumers, and multicultural sensitivity
• Advanced insurance product knowledge and/or subject matter expertise in applications (including but not limited to specialist lines such as marine, engineering, specialist liability, corporate business, sectional title, aviation). 
• Teamwork, support, collaboration and cooperation.
• Producing creative solutions.
• Analytical thinking and structured thinker with strong business acumen.
• Proven problem-solving skills.
• Proven ability to influence cross-functional teams without formal authority.
• Demonstrate excellent ability to define and implement successful products.
   

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KEY RESPONSIBILITIES

ITSM Strategy Development & Execution:

• Develop and implement a robust ITSM strategy that aligns with Santam's business objectives, ensuring continuous improvement and optimization of IT services.

Service Desk & Incident Management:

• Oversee the centralized service desk operations to ensure timely and effective incident response, resolution, and escalation where necessary.

Problem & Change Management:

• Establish strong problem and change management processes to minimize downtime, mitigate risks, and ensure smooth transitions in IT infrastructure and services.

Systems Monitoring & Observability:

• Lead the development of a systems monitoring center focused on observability, ensuring proactive management of infrastructure and application health.

SLA & KPI Management:

• Define, monitor, and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet business and customer expectations.

Collaboration with Sanlam Group Technology:

• Work closely with the Sanlam Group Technology teams to align ITSM processes, especially for shared services like hybrid cloud, network management, server administration and EUC.

Governance & Compliance:

• Ensure ITSM processes are compliant with ITIL best practices and corporate governance standards, while aligning with industry regulations and internal policies.

Team Leadership & Development:

• Lead, mentor, and develop the ITSM team, including service desk, incident, problem, change manage personnel, fostering a culture of continuous improvement and professional development.

QUALIFICATIONS AND EXPERIENCE

• Relevant tertiary IT qualification (BSc or BTech degree)
• ITIL Intermediate/Expert (Mandatory)  & ITIL V4
• 15 Years of IT overall Operational Experience
• A minimum of 10 years of experience in IT operations
• 8 years with significant responsibilities for managing IT Service Management (ITSM), systems support, and core business applications.
• COBIT
• SaFe / Agile

ADDITIONAL SKILLS

• Highly competent in problem solving and troubleshooting at application and network infrastructure levels
• Stakeholder management at a senior level in the organisation
• Negotiation skills
• Research and presentation skills 
• Must be able to work in a highly pressurised and dynamic environment
• Investigation and analysis of information
• Planning
• Effective communication of technical guidance and instruction to team members
• Ability to write technical instructions in the use of programs and / or program modifications
• Ability to accept accountability for actions and decisions 
• Ability to manage a team of technical experts, provide career planning guidance and goal setting

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PURPOSE OF THE ROLE

• To lead and play a strategic role in the growth and development of the segment and positioning the organisation within the broader business community whilst collaborating closely with other industry and business leaders.

Key deliverables

• To lead the business in delivering on the set business objectives and expectations of the Santam Board which includes but are not limited to delivering on the profit and growth objectives.
• Drive and oversee the successful integration of the High-Net-Worth Portfolio.
• Providing the appropriate channel strategies and mobilising the management team to deliver on these with their teams to achieve targeted growth objectives at profitable margins. 
• Identify and drive business efficiencies and exploit all business improvement opportunities. 
• Growing the portfolio in terms of market share and profitability. 
• Manage stakeholder and value chain relationships, to ensure sustainability, profitability, and business model success. 
• Facilitating growth in all other areas in Intermediated Business  
• Business Development 
• Managing relationships with internal, external and industry partners 
• Adapting the strategy to fit market conditions and needs. 
• Drive a high performance and staff retentions culture.
• Empower, develop, and motivate employees and top talent and specialists to achieve operational excellence.
• Drive digital transformation in the business and client base.
• To ensure collaboration between various business functions to achieve the business objectives.

QUALIFICATIONS AND EXPERIENCE

• Commercial or Insurance related qualifications/ AIISA or FIISA or similar qualification (NQF 7)
• Ten (10) years’ Management experience within Financial Services Industry (Short-term insurance)
• 5 years Management Experience at senior level.
• Experience across Personal and Commercial Lines
• Business Partnership experince (intermediaries)
• RE1 and RE5 preferred.