Team Mamanager: FNOL

CAREER OPPORTUNITY

Santam’s Claims Front Office department has a position available for a Team manager. The position is based in Auckland Park.

JOB DESCRIPTION

We are seeking a highly motivated Team Manager to lead and oversee our flexible shift and/or night shift staff within the Claims Contact Centre. The successful candidate will be responsible for managing a team of claims staff, ensuring efficient claims processing, maintaining high-quality customer service, and driving performance targets to achieve departmental goals.

KEY RESPONSIBILITIES

• Lead and supervise a team of claims staff, providing guidance, coaching, and performance management to ensure high-quality customer service and efficient claims processing.
• Monitor and analyze team performance metrics, including productivity, quality assurance, and customer satisfaction, and take corrective actions as necessary.
• Ensure compliance with industry regulations, company policies, and best practices in claims handling and customer service.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance team members' skills and knowledge.
• Foster a positive and inclusive work environment, promoting teamwork, motivation, and employee engagement.
• Handle escalated customer inquiries or complaints and resolve them in a timely and satisfactory manner.
• Prepare reports and provide regular updates to senior management on team performance, key challenges, and improvement initiatives.

QUALIFICATIONS AND EXPERIENCE

• Matric / Grade 12 qualification
• Degree or National Diploma (NQF 6), with completed or ongoing Insurance-related programmes (NQF 5)
• Sound knowledge of the key outputs and performance measures of an SOS Contact Centre
• Minimum of 2–3 years’ call centre experience
• 3–5 years’ experience within the insurance industry
• At least 2 years’ experience or demonstrable exposure in a leadership / 2IC role

KEY RESPONSIBILITIES

• Leadership: Ability to lead and inspire a team, set clear goals, provide guidance, and manage performance effectively.
• Communication: Strong verbal and written communication skills to interact with team members, senior management, clients, and external stakeholders.
• Customer Service: Excellent customer service skills to ensure high levels of customer satisfaction and handle escalated inquiries or complaints.
• Claims Processing Knowledge: In-depth understanding of motor claims processes, regulations, and industry best practices.
• Problem Solving: Strong analytical and problem-solving abilities to identify and resolve complex claims issues and improve operational efficiency.
• Coaching and Mentoring: Ability to provide constructive feedback, coach, and develop team members to enhance their skills and performance.
• Time Management: Effective time management skills to prioritize tasks, meet deadlines, and ensure efficient claims processing.
• Adaptability: Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work in a fast-paced environment.
• Conflict Resolution: Proficiency in managing conflicts and resolving disputes in a professional and fair manner.
• Data Analysis: Ability to analyze performance metrics and use data-driven insights to identify areas for improvement and drive performance.
• Collaboration: Strong teamwork and collaboration skills to work effectively with cross-functional teams and departments.
• Technical Skills: Proficiency in using relevant software systems and tools for claims processing, reporting, and team management.

COMPETENCIES

• Leadership: Ability to inspire and motivate a team, provide clear direction, delegate responsibilities, and make informed decisions.
• Communication: Effective verbal and written communication skills to convey information clearly, actively listen to team members, and foster open dialogue.
• Relationship Building: Skill in building strong relationships with team members, colleagues, clients, and external stakeholders to promote collaboration and achieve shared goals.
• Customer Focus: Commitment to understanding and meeting customer needs, ensuring high-quality service delivery, and maintaining customer satisfaction.
• Problem Solving and Decision-Making: Ability to analyze complex problems, evaluate options, make sound decisions, and implement effective solutions.
• Adaptability: Capacity to adapt to changing circumstances, navigate ambiguity, and embrace new technologies, processes, and challenges.
• Team Development: Skill in developing and empowering team members through coaching, mentoring, and fostering a supportive and inclusive work environment.
• Results Orientation: Focus on achieving targets and goals, driving performance improvements, and continuously seeking opportunities for enhancement.
• Conflict Resolution: Ability to manage and resolve conflicts constructively, promote positive working relationships, and maintain a harmonious team environment.
• Emotional Intelligence: Aptitude for understanding and managing one's emotions, as well as effectively recognizing and responding to the emotions of others.

ABOUT THE COMPANY

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!