The Team Manager role is focused on managing Underwriting Consultants within the contact centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Mentors team and gives constant real-time support in terms of query resolution.WHAT WILL MAKE YOU SUCCESSFUL IN THIS ROLE?This role is focused on, but not limited to; Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by eliminating waste and looking for continuous improvementEnsuring achievement of underwriting and profitability objectives through internal processes.Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines to drive and achieve relevant product and service targetsEnsure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around timesImprove customer satisfaction, experience and insightManage own development to increase own competenciesBuilds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolutionFacilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experienceInspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industryManages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceededManages 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 gapsFacilitate and manage change when required in the immediate and bigger teamQUALIFICATIONS AND EXPERIENCENational Diploma in (min NQF lev 5); or similar. Relevant Insurance Related Qualification will be advantageous 3-4 years’ experience in an operational environment, preferably within the short-term insurance industry A proven track record of 1-2 years people management experience Computer Literate (MS Office Packages)KNOWLEDGE AND SKILLSManagement of employees in a Hybrid working environment Track record of driving service targets in line with quality and compliance requirementsManagement of Team culture and staff morale Excellent verbal and written communication skills in business language Exceptional Customer Service orientation Identify development areas for CoachingStrong Negotiation Skills Problem SolvingDrives TeamworkPERSONAL ATTRIBUTESManagers ComplexityAction orientedBusiness insightLearning Agility - continuous development/learning WHO WE ARESantam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets. Our recruitment process OnboardingStep 8You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process AdvertiseStep 1Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screeningStep 4Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interviewStep 5We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process AssessmentStep 6Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process OnboardingStep 8You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process AdvertiseStep 1Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screeningStep 4Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interviewStep 5We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process AssessmentStep 6Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7Prior to an offer being made, there may be a second interview to meet with the Head of Department.Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process OnboardingStep 8You made it. Here we ensure we receive all your documents to get you onto our payroll system.TIPS & TRICKSGetting ready for your interviewThere is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices. This is the eighth consecutive year that we have achieved this accolade.#J-18808-Ljbffr