Job Description

CAREER OPPORTUNITY

Santam Operations has a vacancy for the position of Segment Business Manager who will be based in Hill on Empire, Parktown, Johannesburg.
WHAT WILL YOU DO?

This role forms part of the distribution value chain, with the responsibility to grow the Segment Commercial Lines Business by delivering competitive commercial quotes to approximately 3 000 intermediaries through targeted sales and service delivery strategies.

The role oversees a new service delivery model for complex/high value business focusing on:

Managing the business end to end (New business quoting, amendments, renewals, surveys, screening), personalised service, improved collaboration between portfolio and relationship managers, high engagement with brokers around high value risks building institutional knowledge

Segment Business refer to all quotes and existing business within the Santam Body Corporate and Hospitality sector.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

Formulating and implementing strategies for Segment Business in line with the overall contact centre operations strategy. Driving and actively managing the improvement of requests for quotations and conversion rates in the high value business segments. Leading and managing the First Line Managers in Segment Business team ensuring daily service and quality levels are maintained. This includes inter alia the BAU activities of performance management, individual and team productivity, quality assurance, rework, and queue and violations management. Collaborating closely with the Commercial Lines Contact Center (CLCC) Manco leaders/team to ensure service levels and operational efficiencies are achieved for the CLCC as a whole. Collaborating closely with all stakeholders in Broker Services and Segment Solution Heads to ensure needs and requirements are met, and the strategies to grow the Segment Business are fully supported. Actively managing the relationship with Brokers/Intermediaries on an ongoing basis to ensure gaps in service delivery are observed and corrected. This includes being available for brokers on matters which are escalated to management.


Relationships to be managed by the role:

Subordinates - Following a leadership approach to ensure a motivated and engaged workforce, with a focus on creating effective teams.

Internal Stakeholders

Networking, consulting, joint projects, collaboration with:

Segment Solution Heads Broker Services

? Heads

? Regional Managers

? Technical Managers

? Relationship Managers

COE HO/CU Underwriting IT HR Legal Sanlam specialist areas, example WFM External Stakeholders

Engaging with, providing service for:

Intermediaries Admin Houses Commercial clients Other external parties, example TransUnion

QUALIFICATIONS AND EXPERIENCE

B. Comm degree or equivalent relevant tertiary education, Insurance related diploma: AIISA or FIISA or similar will be advantageous Qualification such as Risk Management will be advantageous 5 to 10 years of people and operational management experience across various financial industry types e.g. Insurance (Life and Short Term), Banking, Investment Management. Pension Funds 3-5 years contact center operational management experience Full understanding of IT environment, practices and methodologies (including Agile), and system stability/incident management processes Good understanding and working knowledge of workflow design and systems (in all positions) Knowledge of commercial lines products in the short-term industry Financial management proficiency with a strong emphasis on budgeting and variance reporting Experience and proven track record leading cross functional teams Proven track record in the ability to recruit and develop high performing staff and team leaders Experience in running a multi shift or 24/7 contact center will be advantageous. Track record in the implementation of variable pay and pay for performance models will be advantageous

KNOWLEDGE AND SKILLS

Strong management skills, including performance management Good communication skills (verbal and written) at all levels Excellent interpersonal skills Strong technical and analytical capability Negotiating skills and ability to influence others Strong project management skills with a proven ability to manage multiple projects simultaneously Ability to set business goals and plans and make business decisions Leadership ability to create vision and motivate and energise staff Ability to maintain good relationships with brokers, and handling broker complaints effectively Entrepreneurial with good business acumen Commercial Insurance/ Contact Centre Subject Knowledge Expertise Coaching and enabling skills

PERSONAL ATTRIBUTES

Drives results Deciding and initiating action Leading and supervising Collaborates Client focus Flexibility and adaptability Cultivates innovation Strategic decision making Analytical thinking Influencing/ gaining commitment Business acumen Coaching and development

ABOUT US

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!