Team Mamanager: FNOL

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Santam’s Claims Front Office department has a position available for a Team manager. The position is based in Auckland Park.

We are seeking a highly motivated Team Manager to lead and oversee our flexible shift and/or night shift staff within the Claims Contact Centre. The successful candidate will be responsible for managing a team of claims staff, ensuring efficient claims processing, maintaining high-quality customer service, and driving performance targets to achieve departmental goals.

• Lead and supervise a team of claims staff, providing guidance, coaching, and performance management to ensure high‑quality customer service and efficient claims processing.
• Monitor and analyze team performance metrics, including productivity, quality assurance, and customer satisfaction, and take corrective actions as necessary.
  
  Ensure compliance with industry regulations, company policies, and best practices in claims handling and customer service.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance team members’ skills and knowledge.
• Foster a positive and inclusive work environment, promoting teamwork, motivation, and employee engagement.
• Handle escalated customer inquiries or complaints and resolve them in a timely and satisfactory manner.
• Prepare reports and provide regular updates to senior management on team performance, key challenges, and improvement initiatives.

• Leadership:
  Ability to lead and inspire a team, set clear goals, provide guidance, and manage performance effectively.
• Communication:
  Strong verbal and written communication skills to interact with team members, senior management, clients, and external stakeholders.
• Customer Service:
  Excellent customer service skills to ensure high levels of customer satisfaction and handle escalated inquiries or complaints.
• Claims Processing Knowledge:
  In‑depth understanding of motor claims processes, regulations, and industry best practices.
• Problem Solving:
  Strong analytical and problem‑solving abilities to identify and resolve complex claims issues and improve operational efficiency.
• Coaching and Mentoring:
  Ability to provide constructive feedback, coach, and develop team members to enhance their skills and performance.
• Time Management:
  Effective time management skills to prioritize tasks, meet deadlines, and ensure efficient claims processing.
• Adaptability:
  Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work in a fast‑paced environment.
• Conflict Resolution:
  Proficiency in managing conflicts and resolving disputes in a professional and fair manner.
• Data Analysis:
  Ability to analyze performance metrics and use data‑driven insights to identify areas for improvement and drive performance.
• Collaboration:
  
  Strong teamwork and collaboration skills to work effectively with cross‑functional teams and departments.
• Technical
  
  Skills:
  
  Proficiency in using relevant software systems and tools for claims processing, reporting, and team management.

• Degree or National Diploma (NQF
  6), with completed or ongoing Insurance‑related programmes (NQF
  5)
• Sound knowledge of the key outputs and performance measures of an SOS Contact Centre
• Minimum of 2–3 years’ call centre experience
• 3–5 years’ experience within the insurance industry
• At least 2 years’ experience or demonstrable exposure in a leadership / 2IC role

• Leadership:
  Ability to inspire and motivate a team, provide clear direction, delegate responsibilities, and make informed decisions.
• Communication:
  Effective verbal and written communication skills to convey information clearly, actively listen to team members, and foster open dialogue.
• Relationship Building:
  Skill in building strong relationships with team members, colleagues, clients, and external stakeholders to promote collaboration and achieve shared goals.
• Customer Focus:
  Commitment to understanding and meeting customer needs, ensuring high‑quality service delivery, and maintaining…