Open Roles at Santam Insurance

What will you do?

• A position as a Senior Auditor exists within Group Internal Audit: Santam Corporate Services, based in the Cape Town office.
• To conduct various types of assurance and consulting reviews with the primary focus on IT and Application Control audits across the Santam Group (Santam Ltd, subsidiaries, brokers, portfolio managers, underwriting agencies and partners).
• This will be done in accordance with the annual audit plan approved by Santam’s Audit Committee and conducted in terms of International Standards for the Professional Practice of Internal Audit.
• The role requires someone with strong IT skills as well as the ability to engage the IT and IS personnel and be comfortable engaging on concepts related to application and database architectures & infrastructure as well as complex business processes.
• The role also requires a person who can apply our risk-based methodology, as well as lead and manage multiple audit assignments and work independently. 

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

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What will you do

• Santam’s Operations division currently has an exciting opportunity available for a Team Manager who will be based within Hill On Empire, Parktown. If you hold customer experience at the heart of all your actions and decisions and have the ability to deliver results through the effective leadership of a team, we invite you to apply for this position. 

To lead teams:

• Ensure that service levels are met across the available channels
• Identify and solve problems
• Be available and ensure accessibility of leadership
• Conduct performance reviews
• Identify training needs 
• Coach and develop staff
• Ensure adherence to the code of conduct
• Manage succession
• To collaborate in cross functional environments to deliver exceptional customer value
• Drive service delivery by ensuring high quality and turn-around times
• Identify and eliminate waste
• Ensure and manage continuous improvement
• Engage other stakeholders 
• Display results through visual management techniques 
• Achievement of agreed quality assessment ratios and turn-around times  
• Manage own development to increase own competencies 
• Inspires, leads, engages, coaches, develops, and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry. 
• Have ability to analyse data for decision making

Qualifications and Experience

• Minimum requirement: Grade 12
• Preferable: Degree or National Diploma (NQF 6) with attendance in Insurance programmes (NQF 5)
• FAIS compliance
• Knowledge of the key outputs of the Personal Lines contact Centre
• Pro-active and reactive underwriting experience

Knowledge and Skills

• Attention to detail. 
• Computer skills (MS Office; MS Project) Intermediate excel requirement) 
• Communication skills – verbal and written.  
• Change management skills.  
• Problem solving and decision-making skills.  
• Conflict management and negotiation skills  
• Performance management skills 
•  Coaching skills (goal setting)  
• Relationship building skills.  
• Project management (beginner)  
• Continuous improvement skills (innovation)  
• Customer relationship management skills 

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What will you do

• Santam’s Operations division currently has an exciting opportunity available for a Team Manager who will be based within Policy Maintenance, Parktown. If you hold customer experience at the heart of all your actions and decisions and have the ability to deliver results through the effective leadership of a team, we invite you to apply for this position. 

What will make you successful in this role

To lead teams:  

• To ensure that service levels are met on all email and voice queues. 
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times.  
• Improve customer satisfaction, experience, and insight.  
• Manage own development to increase own competencies.  
• Inspires, leads, engages, coaches, develops, and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry.  
• To communicate and manage change as well as celebrate success. 
• To conduct performance reviews  
• To coach and develop staff  
•  To ensure adherence to the code of conduct  
• To identify and eliminate waste and manage continuous improvement. 
• Have ability to analyse data for decision making.

Qualification and Experience

• Completed Matric/Gr 12 
• 3-5 year’s Insurance experience in Personal Lines or Commercial Lines 
• 3 years proven people management track record will be advantageous.  
• Relevant Insurance Related Qualification (NQF 5) will be advantageous.  
• FAIS compliant 

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Job Description

• The Quality Assurance (QA) Team Leader is responsible for leading and managing a team of QA Consultants in monitoring and evaluating the performance of consultants within the Operations contact centre.
• They will also be responsible for coaching to their team, developing and implementing comprehensive QA processes and guidelines, conducting regular quality assessments, reporting on Quality trends and providing feedback. The role will report to the Head of Shared Services division in Operations.  
• The Team leader will be responsible for formulating plans and strategies for the implementation of QA solutions in the Operations business areas to check and maintain the quality of work against business standards which leads to a positive client experience.

Key responsibilities

• Manage, lead and develop the Operations QA teams 
• Develop and implement comprehensive QA processes and guidelines.
• Conduct regular monitoring and oversight of quality assessments of calls, email interactions, and other customer interactions.
• Identify areas for improvement and provide feedback, coaching to the QA consultants.
• To manage individual and team performance
• Managing relationships between all Operations channels, Broker Services and other internal stakeholders’ dependent on the outputs of reporting
• Identify and implement automation opportunities across the reporting channels
• Keeping up to date with the process changes in Operations. 
• Implementation of QA methodology to all teams.
• Implementing world class QA criteria measures
• Reporting on QA activities
• Ensure that Consultants are well-equipped to succeed.
• Track and report on QA metrics
• Identify and implement opportunities to improve the quality of client engagement.
• To create a climate for team to deliver their outputs.

Qualifications and Experience

• Matric/ Grade 12.
• National Diploma in a related field / NQF Level 5 (Short-Term Insurance Qualification).
• Minimum 5 years’ experience in Short-Term Insurance.
• Preferably a minimum of 3 years’ experience as a Team Leader.