Job Description

What will you do?

This career opportunity is available at

Personal Lines Contact Centre: Underwriting

for the

Team Manager: Underwriting

, who will be based in

Park Town

.

What will you do?

Preparation of BLO and Retention daily, weekly and monthly reports. Allocation of work and management of workflow for all the BLO and Retention departments. Reviewing and authorising the renewal of recommendations proposed by the department. Monitor quality of work produced and provide leadership/ coaching where necessary to encourage learning and decision-making. Managing the delivery of all KPA requirements in line with set standard operating procedures and service level agreements. On-going enhancement of the existing processes in the BLO and Retention departments by adapting and responding to changes in the environment and recommendations from external and internal sources. Planning and organising in order to manage other ad-hoc day-to-day operations, processes and department outputs. Build and maintain effective relationships with key stakeholders and within the departments directly reporting into this role. Implementing profitability whilst managing intermediaries' activities on external systems - ability to influence and get buy-in. Dealing with staff issues and resource optimisation, including building technical expertise to deliver on KRAs. Communication skills, (understanding, speaking and writing of English and Afrikaans). Ability to perform under pressure and maintain a resilient approach despite setbacks. Inherent ability to Live the Santam Values.

What will make you successful in this role?

This role will be expected to support the PLCC, COE and Broker services in terms of Team Manager duties for the Retention and Broker Liaison Officer departments. The position calls for a person who will provide strong technical underwriting expertise and mentoring to assist the BLO and Retention departments operationally and to embed and enhance retention and client experience processes that support the models overall profitability strategies. The successful candidate will be responsible for managing department performance and requires the incumbent to embrace and encourage a culture of learning and growing. Internal stakeholders
+ Networking, consulting, joint projects, collaboration with:

- Broker Services
- Heads
- Regional Managers
- Technical Managers
- Relationship Managers
+ COE/CU Technical Managers
+ HO Underwriting
+ IT
+ HR
+ Sanlam specialist areas, example WFM
External stakeholders
+ Engaging with, providing service for:

- Intermediaries
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,
retention of business queues and violations management.
Leading and managing the BLO escalation channel and Retention departments including all associated activities Collaborating closely with the PLCC Team Managers to ensure service levels and operational efficiencies are achieved for the PLCC. Collaborating closely with all stakeholders in Broker Services, Governance teams and to ensure needs and requirements are met, and the strategies to grow the Business are full 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.
Adhering to a set of SOPs (high complexity) which is the framework within which the BLO and Retention activities are delivered.

Qualification and Experience

Proven experience managing a department of people. Five years' experience working in an underwriting department (Senior Underwriter or similar management role). Assessing risks, determining pricing and terms across all classes of Personal insurance. Grade 12 (Matric Certificate) qualifications with acceptable pass mark. Higher Certificate in Insurance or equivalent. Regulatory Examinations (RE) with full qualification. Computer literacy (MS Word, Excel and PowerPoint - intermediated proficiency levels) FAIS compliance is a business requirement. Thorough technical, product and wording knowledge.

Knowledge and Skills

Analytical thinking - ability to analyse and apply information and data. Appreciation of insurance and underwriting principles. Business partnerships. Commercial and profit driven. Conceptual thinking. Curious about new developments and technologies and application to risk Excellent interpersonal skills. Execution and deadline oriented. Flexibility. Good communication skills (verbal and written). Hunger for improvement. Impact & Influence. Information seeking. Innovation - innovative flair or ability to unlock this in business and people. Keen attention to detail. Negotiation skills. Planning and organising - ability to cope with conflicting demands and to prioritize tasks. Presentation skills. Solution oriented. Team work and cooperation. Tenacity. Self-Confidence

Personal Attributes

Delivering results and meeting customer expectations Relating and networking Analysing Applying expertise and technology Achieving personal work goals and objective

Build a successful career with us

We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

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!