Team Manager: Book Transfers

Career Opportunity

The Operations Business Support department  has a position available for a Team manager:Book Transfer who will be based in Hill on Empire.

What will you do?

In this position the successful candidate will manage a team of insurance 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.

The Team Manager: Book Transfer also acts like a project manager in the onboarding of the bulk policies onto Santam’s Insurance Platform. Which includes timeline negotiations with the intermediaries and ensuring Relationship Manager & Regional Managers due diligence.

What will make you successful in this role?

• Builds and maintains a high performing team which consistently delivers a “Wow” customer experience in terms of care, professionalism, knowledge and contact resolution


• Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experience


• 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


• Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded


• 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 and/or through written correspondence


• Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times


• Improve customer satisfaction, experience and insight


• Manage own development to increase own competencies


• Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions


• Ensuring achievement of objectives through internal processes.


• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and delivery targets

Qualification and Experience

• Completed Matric (Grade 12)


• 3-5 year's experience in short-term insurance


• People management experience


• Relevant Insurance related Qualification NQF5

Knowledge and Skills

• Drive service targets


• Coaching, quality and compliance


• Reporting and communication


• Management of employees

Personal Attributes

• Directs work


• Decision quality


• Interpersonal savvy


• Plans and aligns

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth.
Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Our commitment to transformation

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, andexpanding company, we are committed to transformation and growth. While our headquarters are in SouthAfrica, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialistbusiness owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitmentto Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clientscan focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe thefreedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles orshort-term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourageapplications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.

Take the next step in your career—apply now and be part of a company that’s shaping the future ofinsurance. This is Freedom!