New Jobs at Santam Insurance

What will you do?

• We have an exciting opportunity for a Chief Technology Officer based in Cape Town with our Kandua business, a division of Santam Partnership Solutions.
• The Chief Technology Officer (CTO) will be responsible for defining and driving the overall technology vision and execution for our Home Services Marketplace.
• This role will lead the engineering, infrastructure, and technical strategy of the organization to deliver secure, scalable, and high-performing solutions.
• The CTO will play a pivotal role in shaping the company’s digital roadmap and ensuring that technology is a key enabler of innovation, operational excellence, and growth.
• The CTO will work closely with the CEO and executive leadership to align technology initiatives with business priorities and foster a culture of technical excellence, collaboration, and continuous improvement.

Key Responsibilities

Technology Leadership:

• Define and lead the company’s long-term technology strategy in alignment with business objectives.
• Ensure the design and delivery of scalable, secure, and user-friendly platforms and systems.
• Drive the adoption of best practices in architecture, development, infrastructure, and DevOps.

Engineering Team Leadership:

• Build, lead, and mentor a high-performing, cross-functional engineering team.
• Foster a culture of innovation, ownership, and accountability.
• Support professional growth and career development through coaching and performance feedback.

Execution & Delivery Oversight:

• Oversee the planning and delivery of technology projects, ensuring timely and high-quality outcomes.
• Implement agile practices and ensure iterative development, testing, and deployment cycles.
• Manage technical debt and ensure sustainability of platforms through clean and maintainable code.

Cross-Functional Collaboration:

• Work closely with Product, Data, Operations, Design, and Commercial teams to co-create solutions.
• Translate complex technical concepts into clear, actionable plans for non technical stakeholders.
• Represent technology in executive and board-level conversations.

Security, Compliance, and Infrastructure:

• Ensure the security, resilience, and compliance of all systems and infrastructure.
• Oversee the implementation of cybersecurity protocols and risk management frameworks.
• Guide infrastructure decisions across cloud, hosting, and internal systems.
• Innovation & Emerging Technology:
• Stay abreast of emerging technologies and industry trends.
• Champion innovation initiatives and encourage experimentation within the team.
• Evaluate and implement tools and technologies that enhance business
• performance and efficiency.

What will make you successful in this role?

Qualifications & Experience

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• At least 5 years experience in a senior technology leadership role (e.g., CTO, VP Engineering) in a fast-scaling environment.
• Strong technical foundation in system design, architecture, cloud computing, and software development.
• Demonstrated ability to lead, develop, and scale high-performing engineering teams.
• Experience working in agile and fast-paced environments.
• Excellent communication, leadership, and strategic thinking skills.

Desired Skills

• Expertise in cloud services (e.g., AWS, Azure, Google Cloud).
• Familiarity with microservices architecture, containerization (e.g., Docker, Kubernetes), and DevOps tools.
• Knowledge of CI/CD pipelines and automated testing frameworks.
• Experience with front-end and back-end technologies (e.g., React, Node.js, Python, Java).
• Understanding of data strategy, analytics, and privacy regulations.
• Strong understanding of software quality assurance and security best practices.
• Strong and proven leadership/management skills and competencies in working in a distributed and diverse organization in a challenging and changing environment.
• Delivery orientated and target focused with an ability to operate at both strategic and operational level
• Excellent top communicator, leader, and motivator of people with strong interpersonal skills.
• Ability to ‘think-out-of-the-box’ / lateral thinking with a balance short and long-term thinking
• High drive/self-starter/proactive and anticipate requirements
• Strong negotiation skills

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What will make you successful in this role?

• Drive a comprehensive Customer Insights like Voices of the Experiences, Journey Mapping strategy, including ownership of Tools used
• Drives strategies and execution of plans to advance customer advocacy across channels
• Develop standard process for measuring insights across journeys steps and customer success
• Shares the Voices of the Experience (Customer, Employees, Broker and Suppliers) - including the needs of current and future customers, to executive leadership within the organisation
• Merging all insights across the business and using them to provide the business with comprehensive insights across all functionalities.
• Develop and deepen an understanding of VOX, journey mapping and insights, products, and offerings to ensure the effective delivery of insights
• Develop and leverage partnerships, both internal and external and uses networks to maximise and meet business goals
• Driving the development of customer insights to make positive changes that will positively affect the customer experience across channels
• Prepare reporting and presentation for different levels of management sharing insights and recommendations on changes to potentially improve product and services.
• Share VoX results to leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
• Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organised customer communications
• Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
• Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc including ownership of VOX and JM Tools survey and mapping platforms
• Drives strategies and execution of plans to advance customer advocacy across channels
• Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
• Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
• Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
• Conduct research within internal teams or with external partners to understand the customer and partner journey
• Make recommendations for operational improvements by analysing quality performance
• Collaborate across Santam Group business units to develop the ‘What good looks like’ models

Qualification

• Bachelor’s or Master’s degree in business administration, research, psychology, economics, or a business-related field.
• Net Promoter Certification is advantageous

Knowledge and Experience

• 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
• 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
• Proven experience implementing new customer experience processes and standards
• Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
• Familiarity with CRM and D365 Customer insights model
• Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
• Demonstrated passion for Customer Experience and acting as an advocate for customers
• Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience designing and developing Tableau reports
• Shown experience delivering customer insights that drive key performance metrics
• Experience in impact modelling, regression analysis, cluster/factor analysis

Skills

• Strong critical thinking, influencing, and relationship management skills
• Have excellent written and communication skills
• Able to work, prioritise and lead multiple initiatives simultaneously with minimal supervision
• Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
• Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
• Comfortable working through large data sets of information and aligning data across systems and sources
• Strong project management and change management skills
• Advanced MS Excel / PowerPoint experience
• High competency in surveying principals and methodologies
• Customer centric
• Excellent negotiation skills
• Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Facilitation of workshops, decision-making and actions to enable teams to agree next steps
• Ability to effectively deal with conflict situations
• Ability to be organised while working in a complex, fast-paced and dynamic environment

Core Competencies

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

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What will you do?

• Santam Operations, Commercial Portfolio Management have career opportunities available for Insurance Consultants base in Johannesburg Hill On Empire, Parktown .
• The insurance consultant role is focused on providing an end-to-end service and support to brokers.

What does Insurance Consultant do?

• This role is focused on, but not limited to; servicing broker requests, including enquiries.
• Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
• Dealing with general insurance and policy specific enquiries;
• Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
• Assisting to resolve all insurance queries within required timeframe and compliance requirements;
• Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
• Undertaking to adjust premiums in line with new asset values;
• Managing client expectation on expected turnaround times for submitted requests;
• Adhering to underwriting criteria and regional requirements;
• Assist with profiling the client with the best suitable product and underwriting criteria;
• Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
• Assisting in implementing solutions for improvement; and
• Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required.

Qualification and Experience

• Matric/ Grade 12
• 60 commercial lines FAIS credits
• A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous
• Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
• Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets

Knowledge and Skills

• Excellent verbal and written communication skills
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
• Ensure adherence to quality, compliance and accreditation standards
• Conduct efficient administration
• Optimising work processes

Personal Attributes

• Customer Service
• Team Support
• Communicates effectively
• Situational Adaptability
• Action Oriented