Job Description

Full job descriptionWHAT WILL YOU DO?The successful candidate will manage people, costs, quality, providing client satisfaction by monitoring and meeting targets, deadlines, and compliance to Service Level Agreements. The duties include ensuring the outputs and various targets of the team are achieved. Resolve stakeholder enquiries. The successful candidate will conduct performance appraisals for direct reports. Handling of performance related issues and disciplinary matters and monitoring performance.The successful candidate will together with the team create opportunities to identify and implement processes improvement in their environment with the goal to achieve best practise and development of staff. In addition, ensure staff resource planning and reporting on adherence and deliver manager reports.WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?Ensure compliance with Santam, industry and legal regulatory requirements ensuring TCF and POPIA are embedded in the process.Ensuring that the various targets of the team are achieved.Ensuring compliance with various timelines in terms of the current processesDeal with escalations to and from other departmentsResolve client / broker enquiries and complaints.Identify and implement improvement opportunities.Provide feedback to leaders and management team.Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward thinking.Collaborate on initiatives / projects.Evaluating and measuring customer satisfaction and other performance outcomesManaging of external and internal relationshipsManaging performance related issues and employee relationsAnalyze, assess and calculate the cost of non-quality data in Santam’s operational systems.