Operations Manager Job Vacancies at Santam Insurance

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<p>Santam is the leading short-term general insurer in South Africa, offering a wide range of insurance products and services to individuals, commercial, and corporate markets across Southern Africa and internationally. Headquartered in Bellville, Cape Town, the company has over a century of experience in the insurance industry. Through Santam Re, it provides wholesale reinsurance services to independent general insurers in Africa, India, the Middle East, Eastern Europe, and Asia.</p> <div class="job-details"> <p>JOB PURPOSE</p> <ul> <li>The Manager Operations will lead and oversee the daily operations of the team, ensuring the delivery of exceptional customer service, efficient policy administration, and adherence to regulatory and compliance standards.</li> <li>This role is responsible for driving operational performance, optimizing processes, managing a team, and contributing to strategic initiatives that enhance customer experience and operational excellence.</li> </ul> <p>KEY RESPONSIBILITIES</p> <ul> <li>Oversee end-to-end operations of the policy contact centre, including policy changes, cancellations, new business, renewals, and general customer inquiries.</li> <li>Manage and mentor the Underwriting team to achieve key performance indicators by monitoring call volumes, staffing levels, and performance metrics using workforce management tools.<br /> Ensure high standards of service to clients and brokers, focusing on productivity, quality, customer satisfaction and within the SLA (service level agreement).</li> <li>Develop and implement operational strategies, workflows, and process improvements to enhance efficiency and accuracy.</li> <li>Ensure adherence to service levels against SLA targets</li> <li>Prepare and present reports on underwriting performance measurements to management.</li> <li>Lead initiatives to improve first-contact resolution, reduce turnaround time, and enhance overall customer experience whilst focusing on employee development and upskilling.</li> <li>Foster a positive, customer-centric culture that encourages accountability, teamwork, and continuous improvement.</li> <li>Collaborate with sales, claims, underwriting and governance and teams to ensure seamless service delivery and process alignment.</li> <li>Ensure compliance adherence to all regulatory requirements and internal policies.</li> <li>Responsible for system training for Outsource Partners</li> <li>Handling of complaints and escalations</li> <li>Manage and oversee some credit control functions</li> <li>Support the Compliance review process on outsources and binders</li> <li>Support implementation of new technologies, systems, and tools for contact centre optimization.</li> </ul> <p><strong>PRINCIPAL ACCOUNTABILITIES</strong></p> <ul> <li>Ensure operational administrative and compliance requirements are met including SLA and Underwriting Guidelines are maintained</li> </ul> <p><strong>QUALIFICATIONS AND EXPERIENCE</strong></p> <ul> <li>Regulatory Requirement (RE5),</li> <li>Bachelor’s degree in business administration, Insurance, Finance, or a related field.</li> <li>Any other related Insurance qualifications.</li> <li>2 – 3 experiences in leading a team.</li> <li>3 – 5 years of experience working withing the short-term insurance industry</li> <li>Solid experience in commercial underwriting</li> </ul> <p><strong>KNOWLEDGE and SKILLS</strong></p> <ul> <li>Interpersonal Skills</li> <li>Leadership Qualities</li> <li>Time management</li> <li>Project Management</li> <li>Conflict resolution</li> <li>Critical thinking / problem solving</li> <li>Agility – Ability to adapt to change</li> <li>Change Management</li> <li>Problem solving</li> </ul> <p>COMPETENCIES</p> <ul> <li>Resilience</li> <li>Passion and Dedication</li> <li>Empathy</li> <li>Analytical Thinking</li> <li>Planning</li> <li>Action Orientated</li> </ul> </div>

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