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