Job Description

Santam Broker Solutions Operations: Shared Services has an exciting opportunity for a Training Team Manager position reporting to the Head: Shared Services. This role is pivotal in driving impactful learning experiences that support Santam's operational excellence and service delivery.
WHAT WILL YOU DO?
The successful candidate will, amongst others, have the responsibility of formulating plans and strategies for the implementation of training solutions that lead to the improvement of knowledge and skills of internal and external stakeholders, resulting in the business achieving its strategic objectives.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Lead and manage a team of trainers to deliver high-quality training across Broker and Operations environments.
• Co-develop and implement the Training Strategy aligned to Operations goals and business priorities.
• Design and maintain training programmes and calendars that support onboarding, upskilling, and continuous learning.
• Collaborate with internal and external stakeholders to identify training needs and deliver fit-for-purpose learning solutions.
• Drive innovation in training delivery, including remote learning and digital enablement.
• Monitor and evaluate training effectiveness, ensuring feedback loops with line management.
• Manage training budgets and foster a cost-conscious culture.
• Build a high-performance team culture through coaching, performance reviews, and development planning.
• Champion communication, change management, and diversity within the training function

QUALIFICATIONS AND EXPERIENCE

• Matric
• Diploma or Degree (NQF 6) in Education, Business, or related field.
• Insurance-related qualifications (e.g. IISA, UNISA) and/or ETDP Accreditation (Train-the-Trainer, Assessor, Moderator, Verifier)
• Minimum 5 years in general insurance, with at least 3 years in a training or learning & development role within Financial Services.
• Proven 3/4 year experience in Management
• Experience in planning, facilitating, and evaluating training programmes.

KNOWLEDGE AND SKILLS

• Strong understanding of Broker and Contact Centre training needs.
• Strong understanding of Product, System and Industry knowledge
• Excellent verbal and written communication skills
• Familiarity with insurance operating systems and technical tools.
• Skilled in stakeholder engagement, report writing, and team coaching.
• Demonstrated ability to translate business objectives into impactful learning solutions.
• Skilled in training delivery, evaluation, and coordination (including remote and contact centre environments).
• Solid understanding of performance management, coaching, and change management principles.
• Strong business acumen with budgeting, resource planning, and continuous improvement capabilities.
• Effective in conflict resolution, decision-making, and problem-solving.
• Knowledge of Treating Customers Fairly (TCF) and customer relationship management.
• Adaptive, innovative, and able to thrive in a dynamic, multi-tasking environment

PERSONAL ATTRIBUTES

• Innovation, client focus, results-driven, collaboration, and adaptability.
• Strong interpersonal skills, strategic planning, complexity management, business insight, and sound decision-making.
• Operational and workforce planning, commercial awareness, end-to-end learning and development expertise, and effective team leadership.

WHO WE ARE:
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!

Skills Required