Vacancies at Santam Insurance

What will you do?

Santam Operations, Personal Lines Contact Centre have an opportunity available for a Team Manager who will be based in Auckland Park. The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors 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

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OPPORTUNITY

Santam seeks to appoint an experienced and skilled Claims Team Manager within Santam Direct Claims unit, reporting to the National Claims Operations Manager.

The Claims Team Manager will be responsible for overseeing a team of Claim Handlers within the Claims Management area. The manager will monitor the financial performance and compliance. The person will provide specialist, technical and professional input and advice and guidance to the Claims teams to enable them to achieve agreed business objectives.

What Will Make You Successful In The Role

• Manage and report on unit’s performance and progress towards goals.
• Manage human capital and development of staff.
• Ensure goal alignment and capacity of the unit.
• Organise, communicate and interact effectively with relevant stakeholders.
• Ensure compliance to contracted service levels and optimised processes.
• Document and manage Loss Ratio trends and deviations.
• Ensure overall call/ data quality and training.
• Ensure client satisfaction improvements using CSI results.
• Mandate to handle claims, by exception.
• Participate in ad-hoc projects and improvements.
• Ensure adherence to various policies, legislative requirements.
• Establish and maintain the quality standards that drive client delight and cost efficiency.
• Deliver first time right service excellence.
• Responsible for managing, supporting, and developing a team of claims handlers in order to ensure superior service delivery and quality of work.
• Monitor process compliance.
• Escalate operational issues or performance concerns asap.

Qualifications And Experience

• Matric /Grade 12
• Insurance Qualification
• FAIS & RE Complaint
• Relevant B-Degree advantageous
• A minimum of 5 years in the Direct short term industry of which at least 2 years should be in a team lead or supervisory position.
• Experience in Short Term Insurance claims essential
• MS Office essential (Excel)

KNOWLEDGE

• Knowledge of Claims processes and procedures.
• Good understanding of record-keeping procedures.
• Good understanding of MS Office, particularly Excel formulas

Skills

• Planning and Organising skills
• Good communication skills
• Leadership
• Customer service orientation
• Target and deadline orientated.