Team Manager: FNOL

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santam’s claims front office department has a position available for a team manager. The position is based in parktown.

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.

• 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 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.

• 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 customer satisfaction.
• problem solving and decision‑making: ability to…