Manager: Client Engagement

THE ROLE

A position has become available for a Client Engagement Manager who will be based in the Client Solutions: Direct, based in Tygervalley, Bellville.

WHAT WILL YOU DO

The Client Engagement Manager is responsible for implementing operational strategies and overseeing the day-to-day operations of the Client Engagement contact centre, ensuring that customer service is delivered efficiently and effectively. The Client Engagement Manager will report direct to the Head of Client Engagement and Retentions.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

Strategic:
•    Develop and implement operational strategies to achieve business objectives.
•    Align departmental goals with company vision and mission.
•    Foster strong relationships with key stakeholders (e.g., sales, underwriting, claims).
 
Operational:
•    Oversee day-to-day contact centre operations, ensuring efficiency and productivity.
•    Manage staffing, scheduling, and resource allocation.
•    Monitor and analyse key performance indicators (KPIs):

-    Service Level (SLA)
-    Average Handling Time (AHT)
-    First-Call Resolution (FCR)
-    Abandon Rates
-    Customer Satisfaction (NPS)
-    Nett Premium Income (NPI)

Leadership:
•    Lead, motivate, and develop a high-performing call center team.
•    Conduct performance reviews, provide feedback, and address performance gaps.
•    Identify training needs and facilitate staff development.
 
Process Improvement:
•    Analyse and optimize call centre processes and workflows.
•    Implement quality control measures to ensure accuracy and consistency.
•    Develop and maintain process documentation.
 
Risk and Compliance:
•    Ensure adherence to regulatory requirements (e.g., FAIS, FSCA).
•    Maintain compliance with company policies, procedures, and industry standards.
 
Technology and Infrastructure: 
•    Oversee contact centre technology (e.g., telephony, CRM).
•    Ensure infrastructure reliability and uptime.
 
Reporting and Analytics: 
•    Develop and maintain reporting frameworks.
•    Analyse data to inform operational decisions.
 
Customer Experience:
•    Ensure exceptional customer service delivery.
•    Monitor and address customer complaints.
 
Other:
•    Manage budgets and resources.
•    Stay up to date with industry trends and developments.
•    Participate in projects and initiatives to improve operations.
 

SKILLS AND QUALIFICATIONS

•Degree or Diploma in Business, Operations or related.
•FAIS compliant – Credits and RE (essential)
•3 - 5 years Short Term Insurance experience (essential)
•3 years Management experience in call centre operations management

COMPETENCIES

•Driving Strategy
•Commercial Orientation
•Client Focus
•Decision Making
•Enabling Innovation
•Change Leadership
•Continuous Leadership
•Talent-Focused Leadership
•Talent Enablement
•Emotional Intelligence
 

WHO ARE WE

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 centred on our delivery of Insurance Good and Proper.