Santam is seeking a Manager: Client Engagement to lead and optimize the operations of our Client Engagement contact centre. In this role, you will be responsible for implementing operational strategies, ensuring efficient customer service delivery, and overseeing the day-to-day management of the team. You will report directly to the Head of Client Engagement and Retentions.

What Will You Do?

As the Manager: Client Engagement, your key responsibilities will include:

Strategic Leadership:

• Develop and implement operational strategies to achieve business objectives.
• Align departmental goals with the company’s overall vision and mission.
• Build and maintain strong relationships with key internal stakeholders (e.g., sales, underwriting, claims).

Operational Excellence:

• Oversee the day-to-day operations of the contact centre to ensure high levels of efficiency and productivity.
• Manage staffing, scheduling, and resource allocation to meet service demands.
• Monitor and analyze key performance indicators (KPIs), including:
  • Service Level (SLA)
  • Average Handling Time (AHT)
  • First-Call Resolution (FCR)
  • Abandon Rates
  • Customer Satisfaction (NPS)
  • Nett Premium Income (NPI)

Team Leadership:

• Lead, motivate, and develop a high-performing call centre team.
• Conduct performance reviews, provide constructive feedback, and address performance gaps.
• Identify training needs and implement staff development programs to enhance team performance.

Process Improvement:

• Analyze and optimize call centre processes to improve efficiency and workflow.
• Implement quality control measures to ensure consistency and accuracy in service delivery.
• Develop and maintain comprehensive process documentation for operational efficiency.

Risk and Compliance:

• Ensure adherence to regulatory requirements (e.g., FAIS, FSCA) and maintain compliance with company policies, procedures, and industry standards.

Technology and Infrastructure Management:

• Oversee the management of contact centre technology, including telephony systems and CRM tools.
• Ensure reliable infrastructure and system uptime to support smooth operations.

Reporting and Analytics:

• Develop and maintain a reporting framework to track and assess operational performance.
• Use data analytics to inform and guide operational decision-making.

Customer Experience Focus:

• Ensure the delivery of exceptional customer service.
• Monitor and resolve customer complaints promptly to maintain high satisfaction levels.

Other Responsibilities:

• Manage budgets and resources to optimize operational costs.
• Stay updated with industry trends and best practices to drive innovation.
• Participate in projects and initiatives aimed at improving operational efficiency.

Skills and Qualifications:

• Education: Degree or Diploma in Business, Operations, or a related field.
• Compliance: FAIS Compliant – Credits and RE (Essential)
• Experience:
  • 3–5 years of experience in Short-Term Insurance (Essential)
  • 3 years of management experience in call centre operations management.

Core Competencies:

• Driving Strategy: Ability to create and execute operational strategies to drive business success.
• Commercial Orientation: Strong understanding of business operations and financial management.
• Client Focus: Commitment to delivering exceptional service and satisfaction to clients.
• Decision Making: Ability to make data-driven decisions and solve problems efficiently.
• Enabling Innovation: Focus on continuous improvement and fostering a culture of innovation.
• Change Leadership: Leading teams through change to drive operational success.
• Continuous Leadership: Ongoing development of leadership skills and team performance.
• Talent-Focused Leadership: Ability to identify, nurture, and develop talent within the team.
• Emotional Intelligence: Strong interpersonal and communication skills to lead diverse teams effectively.