Client Communications Associate - JHB

CAREER OPPORTUNITY

The Client Communications Associate plays a key role in enhancing the client experience by delivering timely, clear, and consistent communications to clients within the Client Solutions business. 

This role supports proactive, service-oriented communications that help clients navigate our products, processes, and changes effectively. 

The Associate collaborates across Client Service, UX, Product, Risk and Compliance, Underwriting and Relationship Management, to support the full client journey with high-quality communications that drive trust and satisfaction.

KEY RESPONSIBILITIES

• Draft, review, and prepare client-facing communications across various touchpoints (e.g., service updates, product changes). 
• Collaborate with internal teams to ensure communications aligns with client experience principles and are delivered in a timely, coordinated manner.
• Support the creation of consistent and standardized communication journeys. 
• Coordinate logistics for proactive client updates and planned communications. 
• Maintain a repository of approved communication templates and tone-of-voice guidelines, ensuring consistency across channels. 
• Contribute to continuous improvement of client-facing materials based on client feedback or frontline insights. 
• Help monitor and track engagement or satisfaction indicators tied to communications, escalating trends or issues as needed. 
• Liaise with Sales, Servicing, Risk and Compliance, Brand, Data and Underwriting to ensure all client communications meet regulatory, contractual, and reputational standards.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's degree in Communications, Business Communication or related discipline.
• 1–2 years of relevant experience in client communications, service delivery, or client-facing content development. Graduate programme/Internship experience also considered.

KEY SKILLS 

• Exceptional writing and editing skills with the ability to translate complex concepts into clear, client-friendly language. 
• A service mindset, with an understanding of how communications can improve the client journey. 
• Strong organizational skills and ability to manage multiple communications simultaneously.
• Familiarity with digital communication tools such as Microsoft Office, Sharepoint, Everlytics and internal knowledge bases or client portals. 
• Excellent collaboration skills, able to work with internal stakeholders and incorporate feedback quickly and diplomatically. 
• Awareness of regulatory or compliance considerations in B2B client communications is a strong asset.

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 centered on providing clients freedom from worry. 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.