Top Jobs at Santam Insurance

CAREER OPPORTUNITY

• An exciting permanent opportunity has become available within Santam Client Solutions for a Client Engagement Adviser to join the team. The successful incumbent will be based at our offices in Tygervalley, Cape Town.

WHAT WILL YOU DO?

• The Client Engagement Adviser will offer world class products and services to clients, whilst achieving targets related to quality, productivity and compliments in a call center environment.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Accurately capture client information on the relevant system.
• Execute client requests within the agreed timeframes, quality standards and legislation.
• Handle all the administrative tasks according to agreed standards and turnaround times.
• Engage with client in a client centricity manner.
• Ensuring accurate completion client requests and follows up to ensure queries are resolved timeously, as per service level agreement.
• Providing effective, efficient and professional service to all our clients and offices, both telephonically and through written correspondence.
• Ensuring client service level agreements are met and exceeded.
• Excellent time management skills.
• Consistent achievement of agreed productivity

QUALIFICATIONS AND EXPERIENCE

• Grade 12/ Matric
• NQF Level 4 Qualification in Short Term Insurance
• Regulatory Exam (RE 5) advantageous
• 5 -7 years of experience in Customer Service (Preferable within Short-Term Insurance)
• Afrikaans speaking
• Willing to work shifts as well as overtime

KNOWLEDGE AND SKILLS

• Customer service
• Strong verbal and written communication skills
• Attention to detail
• Ability to work under pressure
• Self motivated
• Administration

PERSONAL ATTRIBUTES

• Customer focus
• Drives results
• Cultivates innovation
• Being resilient
• Collaborates

SPECIFIC REQUIREMENTS

There will be a probationary period of three (3) months, which consists of the following two phases:

• There will be a six (6) week training period after which your knowledge will be assessed; and
• On the job evaluation phase during with progress will be measured against your ongoing ability to meet s set target.

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CAREER OPPORTUNITY

• Santam’s Business Process Management CRM team seeks a D365 Functional Consultant, who will be based at the Head Office in Bellville or Johannesburg Alice Lane office. 

JOB DESCRIPTION

• The incumbent will be part of a group of Microsoft Dynamics 365 and Power platform consultants who will ensure that the systems within the Santam’s Business process management CRM capability are designed, developed, maintained and enhanced efficiently and effectively. The consultant will work closely with clients to understand business requirements and translate them into effective CRM solutions that drive customer satisfaction and operational efficiency.
• The incumbent is further tasked with the maintenance of these systems blueprint that is usable and consistent with Santam’s Enterprise Application Architecture and future technology direction.

PRINCIPLE ACCOUNTABILITIES

Solution Design & Implementation

• Analyse client business processes and requirements.
• Design and configure Dynamics 365 solutions that use the Customer Service, Field Service, Sales and Marketing modules in line with Microsoft Dynamics and general IT best practices.
• Produce detailed solution documentation and ensure integration with all Santam systems.
• Ensure solutions are presented to and approved by the relevant Santam, Sanlam and Dynamics 365 design forums.
• Customise entities, workflows, business rules and forms.

Client Engagement & Advisory

• Conduct workshops and discovery sessions with stakeholders.
• Provide strategic guidance on CRM best practices and digital transformation.
• Act as a trusted advisor to clients throughout the lifecycle of the project.
• Cultivate and manage objective working relationships with a variety of stakeholders.

Project Delivery

• Participate in full project lifecycles: project planning, requirements gathering, design, development, testing, deployment and support.
• Collaborate with developers, testers and project managers to ensure successful delivery.
• Ensure solutions are scalable, secure and aligned with Microsoft standards.
• Monitor and track progress to ensure delivery of all planned commitments and keep the stakeholders informed
• Consult in the provision of cost estimates
• Identification of potential risks / issues and give input into the risk plan

Training & Documentation

• Review and provide insight in the creation user manuals, training materials and conduct end-user training sessions.
• Provide post-implementation support and troubleshooting.

Continuous Improvement

• Stay current with Microsoft Dynamics 365 updates and roadmap.
• Recommend enhancements and new features to improve client systems.

Housekeeping

• Facilitate effective knowledge transfer to all team members.
• Department standards and processes are adhered to.
• Mentor and guidance of junior resources.

QUALIFICATIONS AND EXPERIENCE

• Diploma or Bachelor’s degree in Information Systems, Computer Science or related field.
• Microsoft certifications MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant required.
• Microsoft certifications MB-280 Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate advantageous
• 4 to 6 years of experience in Dynamics 365 CRM consulting and implementation.

CORE COMPETENCIES AND SKILLS

Technical Skills:

• Strong knowledge of out of box Microsoft Dynamics 365 Customer Service, Field Service, Sales and Marketing modules.
• Experience with Power Platform including Power Apps, Power Automate, Power BI (preferred) and Atlassian JIRA suite (advantageous).
• Familiarity with Co-Pilot Dataverse, Azure Logic Apps and custom connectors.
• Understanding of integration tools (e.g., KingswaySoft, Azure Integration).
• Basic knowledge of JavaScript, C#, AI tools, Plugins Customer Insights and Customer Voice is advantageous.

Consulting & Business Skills:

• Strong business analysis and requirements gathering skills.
• Ability to translate business needs into technical solutions.
• Experience in stakeholder management and client communication.
• Knowledge of ITIL, Agile, or Waterfall methodologies.

Soft Skills:

• Excellent problem-solving, analytical, innovative and forward thinking.
• Strong verbal and written communication skills.
• High level of adaptability and team collaboration.
• Ability to work independently or in a team and manage multiple priorities.