Team Manager: Policy Maintenance

Career Opportunity

Santam Operations: Policy Maintenance, has position available for a Team Manager who will be based in Hill On Empire, Parktown. If you hold customer experience at the heart of all your actions and decisions and have the ability to deliver results through the effective leadership of a team, we invite you to apply for this position. 

What will make you successful in this role?

To lead teams:  

• To ensure that service levels are met on all email and voice queues.
• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times.  
• Improve customer satisfaction, experience, and insight.
• Manage own development to increase own competencies. 
• Inspires, leads, engages, coaches, develops, and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry. 
• To communicate and manage change as well as celebrate success.
• To conduct performance reviews.
• To coach and develop staff.
• To ensure adherence to the code of conduct.  
• To identify and eliminate waste and manage continuous improvement.
• Have ability to analyse data for decision making.

Qualification and Experience

• Completed Matric/Gr 12.
• 3-5 year’s Insurance experience in Personal Lines or Commercial Lines.
• 3 years proven people management track record will be advantageous. 
• Relevant Insurance Related Qualification (NQF 5) will be advantageous. 
• FAIS compliant. 

Knowledge and Skills

• Attention to detail.
• Computer skills (MS Office; MS Project).
• Communication skills – verbal and written. 
• Change management skills. 
• Problem solving and decision-making skills.
• Conflict management and negotiation skills.
• Performance management skills.
• Coaching skills (goal setting). 
• Relationship building skills. 
• Project management (beginner). 
• Continuous improvement skills (innovation).  
• Customer relationship management skills.

Personal Attribute

• Drives results.
• Information seeking. 
• Collaborates.
• Client focus. 
• Flexibility and adaptability.
• Cultivates innovation.
• Analytical thinking.
• Being resilient. 
• Manages complexity.  
• Persuades.  
• Action orientated.  
• Business insight. 

Our commitment to transformation

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, andexpanding company, we are committed to transformation and growth. While our headquarters are in SouthAfrica, 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, specialistbusiness 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 clientscan focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe thefreedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles orshort-term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourageapplications 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 ofinsurance. This is Freedom!