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