Santam Jobs 2022 – Team Manager, Policy Maintenance

Website Santam Insurance

The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.


  • Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
  • Inspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
  • Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
  • Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution
  • Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
  • Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded


  • Management of employees
  • Coaching, quality and compliance
  • Drive leads and service targets


  • Completed Matric (Grade 12)
  • 2-3 years’ people management experience
  • A relevant short-term insurance related qualification will be advantageous
  • 2-3 years’ experience in an operational environment (preferably within the short-term insurance industry)

JOB DETAILS: Santam Jobs

  • Company: Santam Insurance
  • Vacancy Type: Full Time
  • Job Location: Bellville, Western Cape, South Africa
  • Application Deadline: SEE APPLICATION PAGE 

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