Open Roles at Santam Insurance

What will you do?

• Manages and leads a team of contact centre advisors. Ensuring that the team reaches and exceeds set target(s) by monitoring individual performance on a constant basis.
• The Team Leader should also be knowledgeable on all aspects of the products, systems and processes.
• Mentors and coaches the team and gives constant real time support in terms of query resolution.

What will make you successful in this role?

• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience.
• 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.
• Manages people related matters i.e., attendance, absence and attrition within the team to ensure service level contributions are met/exceeded.
• Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps. and/or through written correspondence
• 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.
• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions.
• Ensuring achievement of underwriting and profitability objectives through internal processes.
• Maintenance of expert knowledge on specific products, pricing, application procedure,
• processing and timelines in order to drive and achieve relevant product and service targets.

Qualifications and Experience

Qualifications 

• Completed Matric (Grade 12)
• FAIS compliance (NQF Level 4) with credits in personal lines or commercial
• A relevant short term insurance related qualification - Advantageous.

Experience 

• 5 - 7 years’ people management experience
• 5 - 7 years’ experience in an operational environment (preferably within the short-term insurance industry)

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Job Description

• The position calls for a person who will provide technical underwriting expertise to assist the Regional Manager and Relationship Managers in managing their broker relationships at both a strategic and operational level with a clear focus on growth, profitability and efficiency in line with the Broker Services and Santam Commercial and Personal objectives.
• The Technical Manager provides technical underwriting support for the Relationship managers and enables quicker decision-making when engaging with our intermediaries for new business quotes on large risks, renewals and other technical queries.

Key Accountabilities

• Provide technical underwriting expertise and advice for all Classes of Insurance.
• Assist Relationship Managers in explaining complex underwriting principles and decisions to intermediaries.
• Balance growth and profit when making decisions by considering the supporting business and regional strategy.
• Analyse profitability of multi-claimants or renewal of individual policies and recommend corrective actions to Regional Managers and Relationship Managers.
• Discuss proposed amendments to pricing models and new covers with Specialist Underwriters.
• Manage: prepare (exception) complex and high value quotes and policy conversions.
• When necessary, discuss and explain Risk Reduction Requirements (RRR) from survey reports and negotiate with brokers to obtain buy-in: escalate queries only if unable to resolve to Specialist Underwriters. 
• Build and maintain effective relationships with key stakeholders.
• Ensure compliance with underwriting guidelines 
• Review new business written

Requirements

• Qualifications
• Grade 12 (Matric Certificate) qualification 
• Higher Certificate in Insurance or equivalent 
• Bachelor’s degree or relevant insurance related diploma (advantageous) 
• Driver’s licence (requirement)
• FAIS compliance is a business requirement.
• Regulatory Examinations (RE) qualification

Experience

• 3 - 5 years’ experience working in a commercial underwriting department assessing risks, determining pricing and terms across all classes of insurance (Property, Casualty and Motor) 
• Computer literate (MS Word, Excel and PowerPoint – intermediated proficiency levels) 

Knowledge

• Thorough Personal and Commercial Lines technical, product and wording knowledge
• Working knowledge of Re-Insurance is and Motor Fleet underwriting

Skills

• Analytical thinking - ability to analyse and apply information and data
• Appreciation of insurance and underwriting principles
• Business partnerships
• Commercial and profit driven
• Conceptual thinking 
• Curious about new developments and technologies and application to risk management
• Excellent inter-personal skills
• Execution and deadline oriented
• Flexibility
• Good communication skills (verbal and written)
• Hunger for improvement
• Impact & Influence 
• Information seeking
• Innovation - innovative flair or ability to unlock this in business and people
• Keen attention to detail
• Negotiation skills 
• Planning and organising - ability to cope with conflicting demands and to prioritise tasks
• Presentation skills
• Solution oriented
• Teamwork and cooperation  
• Tenacious
• Self-Confident