Client Care Manager

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Date: 16 May 2024

Location: Cape Town, Western Cape, South Africa

Company: Sanlam Group

What will you do?


A position for a Client Care Manager exists in the Shared Services, Client Care area, based at Santam Head Office in Bellville. 


The incumbent will play a key role in effectively and timeously handling all complaints, requests and enquiries in line with products and services provided by Santam, with due consideration to fairness, equity and materiality – principles of Treating Customers Fairly.

What will make you successful in this role?


  • Mandated to recommend to stakeholders in resolving disputes, considering fairness, equity and materiality.
  • Knowledge sharing and meeting client’s expectations.
  • Self-development and keeping abreast of new developments within the industry.
  • Maintain a good working relationship with all stakeholders.
  • Data integrity.
  • Deal with complainants in a professional and courteous manner and address concerns.
  • Responsible for regulatory complaints. 
  • Good decision making and working under pressure living the Santam values.
  • Excellent writing skills.
  • Achieving work goals and objectives

Qualification and Experience


  • Law degree
  • Admitted Attorney
  • Minimum 3 years’ practicing attorney.
  • Dispute resolution experience/training.
  • Minimum 1 year client service experience.
  • Knowledgeable in short-term insurance industry.
  • Advantageous to comprehensive understanding of Santam products and services.



  • Interpretation and application of policy wording and policy schedule.
  • Ability to apply mind based on all information and draw valid conclusions and make sound recommendations to stakeholders.
  • Formal writing skills to liaise with clients.
  • Strong interpersonal skills, problem solving, self-control and self-confidence, time management skills.
  • Accurately checking information, processes and tasks.
  • Prompt actions to be taken when and where required to accomplish tasks. 

Core Competencies

Being resilient - Contributing through others
Collaborates - Contributing through others
Courage - Contributing through others
Cultivates innovation - Contributing through others
Customer focus - Contributing through others

About The Company


Santam 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.

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