Agency Maintenance Manager

CAREER OPPORTUNITY

A position for a Manager – Assurance, Risk & Compliance exists within the Santam Broker Solutions (SBS) Risk & Governance team, based  in Capet Town offices.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

The successful incumbent will be required to perform the following duties:
1.    Productivity, Performance & Team Management
•    Develop, implement, and maintain productivity and performance management frameworks.
•    Establish and track performance baselines (individual and team).
•    Monitor, analyse, and report on SLA achievement and turnaround times.
•    Identify performance gaps and implement targeted corrective and developmental actions.
•    Ensure accountability, consistent standards, and effective supervision across the team.

2.    Operational Oversight of Intermediary Onboarding & Data Maintenance
•    Oversee the end-to-end onboarding of intermediaries across all Santam distribution channels.
•    Ensure ongoing maintenance of intermediary data, including quality, accuracy, and compliance.
•    Maintain strong process governance during the transition from Infra to SIAS.
•    Safeguard data integrity and operational continuity during system changes and migration.

3.    Automation, System Enhancements & Process Innovation
•    Proactively assess operational processes to identify automation opportunities.
•    Drive initiatives that reduce manual effort, operational risk, and processing time.
•    Collaborate with IT and business teams to implement workflow improvements and system enhancements.
•    Continuously challenge inefficient processes and champion innovative solutions.

4.    Process Optimisation & Service Delivery Management
•    Lead structured operational reviews to identify opportunities for process improvements.
•    Implement best practices aimed at reducing turnaround times and enhancing stakeholder experience.
•    Establish governed, transparent change-management processes for improvements.
•    Drive continuous service enhancement across all AMT functions.

5.    Project Representation & Stakeholder Engagement
•    Represent the Agency Maintenance requirements in cross-functional projects and governance forums.
•    Communicate Agency Maintenance  needs, risks, dependencies, and impacts to key stakeholders.
•    Ensure alignment between AMT objectives and broader organisational initiatives.

6.    People Development & Leadership
•    Mentor and develop team members to uplift skills and improve capability.
•    Promote a culture of accountability, continuous improvement, and operational excellence.
•    Support succession planning and cross-skilling within the team.

KNOWLEDGE & EXPERIENCE

•    Relevant Post Matric Qualification

•    6 years  or more relevant experience in operations management  and proved track record of managing people, measuring productivity and improving operational processes

SKILLS

•    Expert verbal and written communication skills, and the ability to communicate effectively at all levels
•    Advanced Interpersonal skills, to lead, influence and motivate 
•    Proficient People management and relationship building skills
•    Advanced Problem-solving skills – the ability to identify problems and finding/developing/facilitating solutions
•    Pro-active, self-starter
•    Proficient Presentation skills
•    Advanced Stakeholder Management
•    Emotional intelligence

COMPETENCIES

•    Adhering to principles and values (living the Santam Way)
•    Analytical Thinking
•    Business Analysis
•    Change Management
•    Client Focus - building strong internal client relationships and delivering internal client-centric solutions 
•    Collaboration and effective communication 
•    Critical Thinking
•    Curiosity & Creativity
•    Data & Technology Literacy
•    Data Analytics
•    Drives Results,  even under tough circumstances 
•    Flexibility and Adaptability – Being resilient
•    Influencing people
•    Insurance & Business Acumen
•    Problem Solving
•    Process Analysis
•    Project Management

WHO WE ARE:

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities. 

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. 

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!