Operations Manager - Heavy Haulage

CAREER OPPORUNITY

Santam Specialist Business has a career opportunity for a Manager: Operations Heavy Haulage in Heavy Haulage (Transport) team who will be based in Johannesburg. The Heavy Haulage (Transport) team specializes in insuring heavy commercial vehicles in the transport industry. 

JOB PURPOSE

The Manager Operations will lead and oversee the daily operations of the team, ensuring the delivery of exceptional customer service, efficient policy administration, and adherence to regulatory and compliance standards. This role is responsible for driving operational performance, optimizing processes, managing a team, and contributing to strategic initiatives that enhance customer experience and operational excellence.

KEY RESPONSIBILITIES

• Oversee end-to-end operations of the policy contact centre, including policy changes, cancellations, new business, renewals, and general customer inquiries.
• Manage and mentor the Underwriting team to achieve key performance indicators by monitoring call volumes, staffing levels, and performance metrics using workforce management tools.
  Ensure high standards of service to clients and brokers, focusing on productivity, quality, customer satisfaction and within the SLA (service level agreement).
• Develop and implement operational strategies, workflows, and process improvements to enhance efficiency and accuracy.
• Ensure adherence to service levels against SLA targets
• Prepare and present reports on underwriting performance measurements to management.
• Lead initiatives to improve first-contact resolution, reduce turnaround time, and enhance overall customer experience whilst focusing on employee development and upskilling.
• Foster a positive, customer-centric culture that encourages accountability, teamwork, and continuous improvement.
• Collaborate with sales, claims, underwriting and governance and teams to ensure seamless service delivery and process alignment.
• Ensure compliance adherence to all regulatory requirements and internal policies.
• Responsible for system training for Outsource Partners
• Handling of complaints and escalations
• Manage and oversee some credit control functions
• Support the Compliance review process on outsources and binders
• Support implementation of new technologies, systems, and tools for contact centre optimization.

PRINCIPAL ACCOUNTABILITIES

• Ensure operational administrative and compliance requirements are met including SLA and Underwriting Guidelines are maintained

QUALIFICATIONS AND EXPERIENCE

• Regulatory Requirement (RE5),
• Bachelor’s degree in business administration, Insurance, Finance, or a related field.
• Any other related Insurance qualifications.
• 2 – 3 experiences in leading a team.
• 3 - 5 years of experience working withing the short-term insurance industry
• Solid experience in commercial underwriting 

KNOWLEDGE and SKILLS

• Interpersonal Skills
• Leadership Qualities
• Time management
• Project Management
• Conflict resolution
• Critical thinking / problem solving
• Agility – Ability to adapt to change
• Change Management
• Problem solving

COMPETENCIES

• Resilience
• Passion and Dedication
• Empathy
• Analytical Thinking
• Planning
• Action Orientated

ABOUT SANTAM

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!