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COMMERCIAL LINES UNDERWRITER (RISCOR) (JG9)
Bellville, Western Cape, South Africa
 
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What will you do?
The incumbent will be responsible for commercial lines above mandate authorizations.
The incumbent will also be responsible for commercial lines transactional functions which includes broker appointments, cancellations, reinstatements, refund calculations etc. in support of the company’s objectives regarding profit and growth.
Coaching and upskilling of broker staff/system users. (Cape Town, (Bellville).
 
What will make you successful in this role?
  • Manage allocated portfolio growth, retention, profitability, and any other business relevant factors and agreed growth plan
  • Reporting on performance against agreed targets 
  • Identify and develop sales opportunities and retaining existing business.
  • Ensure a consistent and detailed understanding of the sales targets, goals, performance levels, products, business rules and conditions
  • Ensure a consistent detailed understanding amongst brokers of their growth targets, goals, performance levels and available products
  • Establishing strategies to further grow the portfolio and contribute ideas, leadership and innovation 
  • Utilize technology to manage data and the performance of the portfolio under management 
  • Analyze data and regularly ensure that rating structures are aligned with products, underwriting criteria and risks.
  • Identify and drive areas of service levels opportunities (review administration procedure in broker office)
  • Engaging with underwriting, and finance teams etc.
  • Serves as the primary contact for operations, systems, training, audits as well as liaison for resolving issues
  • Ensure alignment of quality standards and alignment of business processes 
  • Ensure brokers operate within agreed mandates and authorizations.
  • Comply with corporate governance policies, procedures and standards
  • Identify and drive opportunities to improve and enhance product and service offerings 
  • Keep abreast of market conditions and trends and relevant industry regulations 
  • Ensuring credibility with brokers by maintaining detailed knowledge of current market conditions and competitors’ products
  • Resolve broker complaints and queries where necessary
  • Drive increased utilization of online and any other self-service platforms 
  • Collaborate and work with support units to deliver required service levels
  • Co-ordinates and delivers new and on-going training on products, processes and systems
  • Implement retention strategy
  • Create a culture of service excellence both internally and externally
 
Qualifications and Experience
  • Completed grade 12 or equivalent certificate 
  • FAIS credits 150 NQF 4
  • RE5 & rep registration would be advantageous
  • Commercial product training competed / RIA completed/ policy center system training completed.
  • Minimum 5 years Commercial and Agri underwriting experience
 
Skills
  • Ability to understand client base related requirements and to conceptualise and develop relative support 
  • Good understanding of value chain in order to implement cost savings and maximise profitability 
  • Working knowledge and good understanding of all operating and strategic processes, re-engineering and design 
  • Project management skills 
  • Change management skills 
  • Understands value chain principles and management concepts 
  • Working knowledge of, Policy Center system information systems and marketing 
  • Strong business orientation with commercial and financial skills. 
  • Computer literate in data manipulation, i.e. Excel as well as technology in general 
  • Strong networking and relationship building skills 
  • Negotiating skills
  • Decision making abilities 
  • Technical claims and underwriting skills 
  • Risk management skills 
 
Knowledge and Skills
Profitable Underwriting
Client service (complaints/queries/ investigations/advice)
Coaching, training and quality management
Reporting and adhoc meetings
 
Personal Attributes
Decision quality - Contributing independently
Persuades - Contributing independently
Action orientated - Contributing independently
Business insight - Contributing independently
 
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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
 
Core Competencies
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
 
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 
 
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ASSOCIATE SALES ADVISOR (BELLVILLE) (JG10)
Johannesburg, Gauteng, South Africa
 
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WHAT WILL YOU DO?
The Santam Direct Call Centre has positions available for Sales Advisor who will be based in Johannesburg The successful candidates will offer world class products and services to clients, whilst achieving sales targets in an outbound call Centre environment.
 
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
  • Consistently meeting sales targets.
  • Adherence to Quality Assurance processes (Compliance with all relevant internal and external rules e.g. TCF, CPA and internal Sales processes).
  • Offering outstanding customer experience.
  • Strict adherence to workforce scheduling.
  • Be available to work shifts as well as overtime.
 
QUALIFICATIONS AND EXPERIENCE
  • Matric/ Grade 12
  • 0- 1 year Sales Experience
  • Call Centre Experience
 
KNOWLEDGE AND SKILLS
  • Excellent English communication & writing skills.
  • Fluent in English and one other official language.
  • Relationship Building and Negotiating skills.
  • Ability to influence.
 
PERSONAL ATTRIBUTES
  • Communicates effectively.
  • Action oriented
  • Situational adaptability
  • Optimism and Resilience
  • Emotional Intelligence
 
 
WHO WE ARE:
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the
 
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UNDERWRITER III
Johannesburg, Gauteng, South Africa
 
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Job Purpose
This job family stream is concerned with managing risk by providing specialist technical underwriting advice. The CoE is a highly technical role with strong client focus. The primary focus is on renewal underwriting to maintain profitability. The incumbent will be responsible for managing risk administered on external systems, to achieve, maintain and grow profitability of the Commercial Portfolio Management channel.
 
What will you do?
Santam’s Operations’ division – Commercial Portfolio Management CoE are looking for an individual with strong underwriting skills and an ability to build good relationships. The successful candidate will have good communication and negotiation skills, with a ‘can-do’ attitude and will be based in Park Town.
 
What will make you successful in this role?
  • The handling of escalations outside of binding authority, including technical and complex queries. 
  • Understanding of Risk management and the ability to apply risk Mitigation.
  • Managing profitability through the application of effective policy screening actions on policy and portfolio levels
  • The initiation, provision and implementation of renewal terms and conditions on identified high risk and high exposure policies.
  • Effective underwriting of complex risks (new business, renewals, etc). 
  • Identifying re-insurance and taking appropriate action.
  • Providing quality and correct feedback on high level technical queries.
  • Strong retention (profitability and growth) focus
  • Working within higher level mandates
 
Qualifications and Experience
  • A minimum of 5 years underwriting experience within a short-term Commercial insurance industry required. 
  • RE accreditation
  • Proficiency in MS Word and Excel
  • Grade 12 or equivalent
  • FAIS compliance – 120 credits on NQF level 5 Commercial lines
  • Relevant system knowledge:  Persetel & Web-E 
  • Professional membership with IISA (Advantageous)
  • Risk Identification and Assessment programme (RIA - Advantageous)
  • Completed or in the process of completing the Santam Academy courses in commercial insurance - Santam Commercial product training (SMK’s) 
  • Santam Underwriting level 3 (Applicable to Santam Internal Candidates) 
  • Bachelors’ Degree/AIISA/FIISA or comparable short-term insurance qualification (should be completed with or at least have started the Insurance related exams via IISA or Milpark)
 
Skills:
  • Delivery and results orientation
  • Attention to detail – strong analytic skills required to identify and mitigate risk
  • Problem solving
  • Producing creative solutions
  • Adapting to changing circumstances
  • Performing under pressure
  • Deciding & initiating action
  • Building networks and good relations
  • Negotiating and getting agreement
  • Building networks and ability to maintain relationships
  • Goal setting and prioritising
  • Communication skills
 
Competencies
  • Collaborates
  • Cultivates Innovation
  • Flexible and Adaptable
  • Drives Results
  • Client Focus
  • Profitable underwriting
  • Client Service
  • Quality Management
  • Reporting
 
Personal Attributes
Decision quality - Contributing independently
Persuades - Contributing independently
Action orientated - Contributing independently
Business insight - Contributing independently
 
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 four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.
 
Core Competencies
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
 
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 
 
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MARKET CONDUCT MANAGER: SANTAM STRUCTURED INSURANCE
Johannesburg, Gauteng, South Africa
 
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What will you do?
Santam Structured Insurance (Specialist Business) is looking for a suitably qualified and experienced Market Conduct Manager to be based in their Sandton office. 
 
What will make you successful in this role?
  • Complaints Management: end-to-end management of complaints lodged directly with the insurer, or received by the OLTI, OSTI, FSCA and FAIS Ombudsman. 
  • Claims Management: review and approval of claim repudiations, withdrawals, ex gratia payments and voidance for all Non-mandated Intermediaries. 
  • Policy Services: review and approval of cancellation of policies by Insurer for all Non-mandated Intermediaries. 
  • Product, Governance and Marketing: review and approval of product offerings; providing binders / intermediaries with input regarding product development from a conduct and technical underwriting perspective; approval and development of product terms and conditions, marketing collateral, sales scripts and applications; and providing binders / intermediaries with technical underwriting and claims input. 
  • Conduct Monitoring and Reporting: identifying, monitoring and reporting on conduct risks and implement appropriate remedial action to address conduct risks identified. 
 
Qualification and Experience
  • FAIS Representative 
  • Professional Qualification [Law, Insurance, Business management etc.] 
  • Class of Business training [COB] in Short Term Insurance. 
  • RE5 
  • Min. 3 years general non-life insurance underwriting and claim experience (life experience advantageous) 
 
Knowledge and Skills
  • Claims Processes 
  • Underwriting 
 
Core Competencies
Being resilient - Contributing through others
Collaborates - Contributing through others
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
 
About The Company
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. 
 
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. 
 
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
 
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HR BUSINESS PARTNER LEAD: ENABLING SERVICES
Cape Town, Western Cape, South Africa
 
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What will you do?
Human Resources has a position available for an HR Business Partner Lead: Enabling Services, reporting to the Head: HR Delivery. The role will be based at our Head Office in Tygervalley, Cape Town. 
 
You will partner the leadership team of the defined business area and human resources colleagues to implement the Group HR strategy, aligned to business needs. 
 
Key to the success of the role is the ability to develop a strategic partnership within assigned portfolios.  This comes from understanding the department or business’ key strategic challenges and providing HR intervention to help the leaders achieve their goals and create positive and productive workplaces.
 
What will make you successful in this role?
Supports leadership team on people issues 
  • Translates business requirements into effective HR practices delivering people solutions aligned to the objectives for the business area
  • Influences leadership around people agenda and issues
  • Analyse HR data and interpret ito trends and suggestions for decision making
 
Develops annual HR strategic plan to support the business area plan
  • Contributes towards the business area’s operating plan and develops a people operating plan
  • Evolves this in line with changing needs
  • Tracks and reports progress on plan to the business on a regular basis
 
Owns talent management for the business area
  • Builds leadership competence through coaching and guide line management around people processes to deliver the People Strategy
  • Implements a talent management framework (including succession management)
  • Identifies the immediate and long term talent issues that impact the area and put appropriate plans in place to address
  • Agree suitable strategies to ensure talent pipelines are in place at leadership, technical and operational levels to meet the performance and growth objectives of the business area
  • Ensures the retention of high performing and high potential employees through the proper management of learning and development opportunities, mentoring, coaching and reward application
  • Implements the employee value proposition
 
Manages recruitment & selection
  • Work closely with Talent Acquisition COE to ensure alignment to the Talent strategy of the Business unit
  • Identify critical and scarce skills for business unit and agree strategies with all relevant COE’s (e.g. Talent acquisition, L&PD &Total Rewards) to ensure appropriate pipelines over short and longer term
 
Facilitates organisational design & change management
  • Facilitates change and transformation initiatives
  • Drives transformation and change initiatives across the business area and guides the business on the management of risk and the business impact
  • Ensures effective organisational design process and structures
 
Helps to shape the culture 
  • Ensures that values and leadership standards are communicated and understood at all levels in business area
  • Helps the business area establish and maintain high levels of employee engagement by clarifying the levels of employee engagement and partners with the business to develop solutions to address these
 
Delivers Key HR initiatives as the key interface 
  • Identifies projects and HR initiatives in line with business area needs
  • Works with Head of HR Delivery and COE to get buy in and support
  • Partner with key stakeholders within business area to ensure that all HR projects are appropriately communicated    
  • Co-ordinates project integration initiatives into annual plan 
  • Partner with other HRBP Leads and COE to implement strategic HR plan
 
What will make you successful in this role?
Improves the overall people effectiveness of the business area
  • Provides high level people management advice, guidance, support 
  • Advises and educate on HR policies and procedures 
  • Implements all people processes and practices and ensure that they are legally compliant and fairly applied
  • Identifies any potential customizable HR processes and policies, presents business case to Head of HR Delivery and oversees any of these changes
  • Supports, develops and coaches line managers to manage employee relations issues, using HR policies and procedures
 
Provides specialist ER advice and support 
  • Ensure policies, structures and procedures are properly communicated to all, consistently applied and monitored to ensure co-operation and respect amongst all levels of staff
  • Monitors labour trends and implement strategies and policies accordingly with emphasis on risk management
  • Designs and conducts coaching and training in employee relations, labour law, negotiation skills, disciplinary procedures, grievance and conflict resolution processes
  • Manages all discipline, disputes and grievances through the required channels and according to parameters as described in applicable collective agreements
  • Protect the interests of the company by ensuring all interventions and policies are in place to mitigate any ER risk and pave the way for labour harmony
  • Identify and/ or evaluate causes of conflict and propose appropriate corrective action
  • Compile reports on ER activities throughout the business unit as well as internal labour relations trends
 
Facilitates reward processes
  • Manages the annual salary review process
  • Identifies need for reward programs and manages delivery from the COE
 
Manages learning and development implementation
  • Helps implement, develop and facilitate a learning environment
  • Identifies learning and development needs and contracts with CoE to design and deliver   
  • Support and manages the delivery of learning and development solutions and programs from the CoE

Employment Equity
  • Support business in developing their EE plan (including numerical targets and AA actions)
  • Facilitate the alignment of business strategy and EE plan
  • Ensure execution of all initiatives in line with the BU EE Plan
 
Develops and manages key relationships 
  • Participates and integrates with HR team to achieve goals 
  • Creates and develops a partnership role to line management and to the business 
  • Participates and integrates with HR team to achieve goals 
 
Qualification and Experience
  • Postgraduate qualification in Behavioural Sciences/Business Management/ relevant HR qualification
  • 5-8 years’ experience in a senior human resources role covering all areas of the function
  • HR Management experience in a call centre/contact centre environment will be advantageous
  • Ability to travel (domestic travel)
  • Managed relationships with senior leaders
  • Service delivery role experience. 
  • Strong experience in the ER field. 
  • Industry experience 
  • Knowledgeable about HR practices: recruitment, talent development, performance management, facilitation, legislation, labour relations, leadership and organisational development, change management and remuneration
  • A strong understanding of HR legislation and requirements, and the ability to apply the relevant legislation in the work environment. Specifically, knowledge of employment practices & compliance (Labour Relations Act, Basic Conditions of Employment Act, Employment Equity Act, Skills development Act)
  • Good knowledge and understanding of HR Best practices, policies and procedures
 
Skills
  • Business acumen
  • General HR Consulting skills 
  • Ability to build and maintain good internal as well as external relationships
  • Strong communication, negotiation and interpersonal skills
  • Strong presentation skills 
  • Strong problem solving and analytical skills. Ability to analyse and interpret statistical data/HR analytics
  • Ability to conduct self in a professional manner at all times
  • People management skills: Ability to work with individuals and team
  • High degree of self-management, displaying an organised and measured approach to the workload and the clients
  • Project Management skills
  • Organisational development and change management 
  • Time Management skills (ability to plan and prioritise tasks)
  • Strong judgement, integrity and discretion
 
Core Competencies
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others
 
About The Company
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. 
 
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. 
 
At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
 
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CHIEF PRICING & UNDERWRITING OFFICER
Sandton, Gauteng, South Africa
 
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What will you do?
Santam Ltd has a career opportunity for a Chief Pricing & Underwriting Officer in the Santam Client Solutions environment.   
 
What will make you successful in this role?
This role will provide input into and drive the development and implementation of Santam Client Solution’s Pricing and Underwriting Strategy across all distribution channels within the cluster and ensure delivery of profit targets.  
 
KEY RESPONSIBILITIES:
  • Strategy development
    • Key accountability for the development, implementation, and execution of the Pricing and Underwriting strategies and priorities.
    • Drive delivery of current and future strategic underwriting projects.
    • Drive delivery for Client Solution’s Pricing Strategy and development and maintenance of product range to remain competitive.
    • Shared responsibility for the achievement of growth targets with all distribution channels (Direct, Tied Agents and Franchise distribution channels).  
  • Conceptualise new business models and enable delivery thereof from a pricing and underwriting perspective.
  • Accountability for the development and implementation of Underwriting systems, which include new offerings, rating engines, and continuous enhancements (Guidewire and 3rd party systems) to ensure growth and profitability and sustainability of the business.
  • Support CEO and peers in managing the relationship internally and with external business partners.
  • SCS Representation relating to pricing, underwriting risk appetite and philosophy within Santam Group.
  • Leadership of people.
 
Qualifications & Experience
  • Relevant Commercial Tertiary Qualification (Statistical, Data Analytics, Financial or Actuarial)
  • Experience in Personal Lines and Commercial Lines underwriting 
  • Extensive short-term insurance industry knowledge 
  • Extensive Underwriting analysis and financial concepts knowledge
  • Knowledge (technical operational) of PL and CL businesses
  • Proven track record of at least 10 years’ experience within a pricing, underwriting, data analytics environment
  • Minimum 5 years’ management of experience 
 
Knowledge & Skills
  • Personal & Commercial Pricing and Underwriting skills
  • Advanced analytics skills and insights
  • Leadership and management skills
  • All policy administration and quoting systems of Santam 
  • Excellent English communication & report-writing skills
  • Presentation skills
  • Excellent interpersonal relationship, negotiating and networking skills
  • Ability to influence
  • Ability to work under pressure with appropriate prioritisation skills
  • Financial and Commercial acumen 
  • Excellent multi-level task management and organisation skills 
  • Project management skills (knowledge and experience)
  • Problem solving
  • Producing creative solutions
  • Developing & implementing strategy
  • Strong knowledge of Santam’s products 
  • Knowledge of (and understanding of the impact of) the relevant legislation on the business
  • Analytical Thinking
  • Attention to detail and meticulous
 
Competencies
  • Collaborates 
  • Client focus  
  • Drives results  
  • Flexibility and adaptability  
  • Cultivates Innovation 
  • Deciding and initiating action 
  • Stakeholder management
 
 
About the company
Santam is the leading short-term insurer in South Africa.  Along with its subsidiaries, the business transacts all classes of short-term insurance. Santam is a large, diversified, and transforming company and our success is rooted in our passion for our clients. Everything we do is centered on our delivery of Insurance Good and Proper. 
 
Please note this appointment will be made in line with the Divisional Employment Equity targets. People with disabilities are welcome to apply.    
 
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WEB (REACT/ .NET) DEVELOPER
Bellville, Western Cape, South Africa
 
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CAREER OPPORTUNITY
Santam has a career opportunity for a senior Web Developer in the Digital environment with a specific focus on developing new applications and features, writing unit tests, reviewing others’ code, and who will be based in Bellville, Cape Town or Gauteng
We are looking for an experienced React/.Net developer familiar with advanced programming techniques and design patterns, and passionate about building software applications which enable our people to provide great experiences to our clients.
 
KEY RESPONSIBILITIES
  • Code for the creation of new and maintenance of existing applications.
  • Collaboration with Product Owners, SCRUM Masters and team members to ensure the successful delivery of projects using the prescribed Agile way of working.
  • Assist in the analysis and design of solutions under the guidance and consultation of a Solutions Architect.
  • Produce development estimates which contribute to overall delivery estimates.
  • Ensure documentation is maintained in accordance with established standards.
  • Perform and participate in code reviews.
  • Develop and fix support issues.
  • Provide guidance and mentor support to Junior and Trainee development team members
  • Provide regular feedback on project and support work to help contribute to the continuous improvement of the team.
  • Participate in quality assurance, user acceptance testing as well as demo’s and training of new solutions
  • Comply with company policies and procedures, standards and methodologies
  • Stay current on industry practices and trends in the short term insurance and digital environments and contribute innovative ideas for the use of technology and improvement of processes  

QUALIFICATIONS AND EXPERIENCE
  • React (Hooks, Functional components)
  • C#.Net
  • JavaScript (ES6 and above)
  • Typescript (advantageous)
  • HTML5 / CSS3
  • Responsive/Adaptive Web Design
  • Relational databases / NoSQL Databases
  • REST
  • Visual Studio / VS Code
  • Git / Source Control
  • Automated Testing (advantageous)
  • Experience in working with agile Teams and successfully delivering agile based software projects.
  • Minimum 5 years’ experience as a Web Developer

COMPETENCIES
  • Client focus
  • Accountability And Execution
  • Adaptability / Flexibility
  • Problem Solving
  • Quality Focus
  • Enabling innovation
  • Emotional intelligence

ADDITIONAL COMPETENCIES AND SKILLS
  • Ability to work at the conceptual as well as detailed level and paying attention to detail in context of the project scope and strategic alignment
  • Effective communication skills both written and verbal, in business and technical terms, appropriately designed for the target audience
  • Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
  • High confidence, self-driven, motivated individual who can remain calm and focused under pressure and who is passionate about technology
  • Ability to effectively deal with conflict situations and complexity whilst remaining organized and adaptable in a complex, fast-paced and dynamic environment
  • Ability to plan, organize and manage own workload and timelines aligned to project plans
  • Team player with ability to work independently as well as collaboratively
  • Learning orientation to gain business and system domain knowledge and stay aligned with latest trends in business analysis and information technology
 
 
ABOUT THE COMPANY
Santam is the leading short-term insurer in South Africa.  Along with its subsidiaries, the business transacts all classes of short-term insurance. Santam is a large, diversified, and transforming company and our success is rooted in our passion for our clients. Everything we do is centered on our delivery of Insurance Good and Proper. 
 
Please note this appointment will be made in line with the Divisional Employment Equity targets. People with disabilities are welcome to apply    
 
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ENGINEERING TECHNOLOGIST
Bellville, Western Cape, South Africa
 
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What will you do?
Santam Ltd has a career opportunity for an Engineering Technologiest in the Group Underwriting (Risk Management and Risk Solutions) environment.This role will be based in Belville, Cape Town.
 
What will make you successful in this role?
Opportunity within our Risk Office team for an engineering technologist. You will be supporting and contributing to the GIS and Risk Solutions team by assessing properties and developments in South Africa’s exposure to flooding risks; review buildings’ stability based on geotechnical reports and structural design drawings.

Your background in urban development will allow you to provide technical feedback on properties and developments’ compliance with engineering codes and standards. You will use your background in urban drainage to determine compliance with stormwater management plans. Your understanding of site preparation and building codes will allow you to check building’s foundational supports and compliance with national standards.

Requirements:
  • A solid background in the public and private sector specializing in land infrastructure, urban engineering.
  • Knowledge and experience of relevant engineering codes, standards, and practices.
  • Technical writing capability: Preparing proposals, reports and deliverables for senior staff review.
  • Background in geotechnical engineering: capability of interpreting geotechnical reports for land development purposes.
  • Exposure to water and environmental engineering
  • Exposure to hydrological models including storm water management modelling and floodline assessments.
  • Confident, well-spoken, self-starter, disciplined, detail and deadline / delivery orientated.
  • Excellent communication skills (proven ability to interact well with personnel and stakeholders)
  • Excellent organisational skills (ability to plan and implement) and Time Management skills.
 
Qualifications and Experience
  • BTech: Civil Engineering
  • 2 - 4 years’ experience as Engineering Technologist in relevant civil engineering, water resource or land development fields. 

Knowledge and Skills
  • Civil engineering background 
  • Exposure to hydrology and hydrological modelling
  • Exposure to flood modelling
  • Knowledge of general geotechnical engineering principals
  • Knowledge of Geographic Information Systems and related software skills
  • Research and report writing
  • Advance knowledge in MS Office: Word, Excel, PowerPoint, Outlook 
  • Conflict management
  • Good communication, presentation, and networking skills
  • Ability to work under pressure.
  • Teamwork
  • Analytical thinking
  • Problem solving
  • Time management 
  • Project management
  • Critical thinking
  • Attention to detail
  • Confident and assertive communication
 
Competencies
  • Cultivates innovation
  • Drives results
  • Client focus
  • Collaboration
  • Technical reporting and administration
  • Flexibility and adaptability
  • Data collection and management
  • Business processes
  • Stakeholder management

 
About the company
Santam is the leading short-term insurer in South Africa.  Along with its subsidiaries, the business transacts all classes of short-term insurance. Santam is a large, diversified, and transforming company and our success is rooted in our passion for our clients. Everything we do is centered on our delivery of Insurance Good and Proper.
 
Please note this appointment will be made in line with the Divisional Employment Equity targets. People with disabilities are welcome to apply.    
 
APPLY NOW








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CUSTOMER INSIGHTS SPECIALIST
Johannesburg, Gauteng, South Africa
 
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What will you do?
A position of Customer Insights Specialist exists in the Santam Experience team – the position could be based in either Sandton or Tygervalley.

The purpose of the Customer Insights Specialist is to manage and implement the voices of experiences (VOX) Programme in order to make informed decisions about our business in the interests of our stakeholders based on real time data. To help us capture how our customers feel about our business, product, or service, giving us insights that can help us create a stronger customer experience. The successful incumbent would also need to maintain a close partnership with other teams who collect customer feedback and produce insights like brand perception.
 
What will make you successful in this role?
  • Drive a comprehensive Customer Insights like Voices of the Experiences, Journey Mapping strategy, including ownership of Tools used
  • Drives strategies and execution of plans to advance customer advocacy across channels 
  • Develop standard process for measuring insights across journeys steps and customer success
  • Shares the Voice of the Customer (VOC) - including the needs of current and future customers, to executive leadership within the organisation
  • Merging all insights across the business and using them to provide the business with comprehensive insights across all functionalities.
  • Develop and deepen an understanding of VOX, journey mapping and insights, products, and offerings to ensure the effective delivery of insights Develop and leverage partnerships, both internal and external and uses networks to maximise and meet business goals 
  • Driving the development of customer insights to make positive changes that will positively affect the customer experience across channels 
  • Prepare reporting and presentation for different levels of management sharing insights and recommendations on changes to potentially improve product and services.
  • Share VoX results to leadership teams to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
  • Establish cross-functional relationships at the executive and individual contributor levels across different departments/groups to develop a customer survey plan that is aligned across organised customer communications
  • Compile reports detailing all metric performance analysis, and continuous improvements for the current suite of survey tools
  • Drive a comprehensive Voices of the Experiences strategy, Journey Mapping, etc including ownership of VOX and JM Tools survey and mapping platforms
  • Drives strategies and execution of plans to advance customer advocacy across channels 
  • Project manage the development of surveys, analysis, and continuous improvements for the current suite of survey tools
  • Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional surveys and other feedback sources
  • Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services
  • Conduct research within internal teams or with external partners to understand the customer and partner journey
  • Make recommendations for operational improvements by analysing quality performance
  • Collaborate across Santam Group business units to develop the ‘What good looks like’ models
 
Qualification
  • Bachelor’s degree, preferably in research, psychology, marketing, economics, or a business-related field.
  • Net Promoter Certification is advantageous
 
Knowledge and Experience
  • 5 -8 years of progressive responsibility for Customer Insights program methodologies, both qualitative and quantitative
  • 5+ years of experience specifically on Insight or Customer Experience teams, delivering insights and analytics to various teams, as well as senior partners
  • Good knowledge of Customer experience principles
  • Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
  • Familiarity with CRM and D365 Customer insights model
  • Prior experience with various voices of the customer service providers, e.g. Smoke, Qualtrics, Plus94, D36D or similar survey analytics platform is desired.
  • Demonstrated passion for Customer Experience and acting as an advocate for customers
  • Experience in analysing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics
  • Experience applying statistical techniques and working knowledge of statistics concepts.
  • Experience designing and developing Tableau reports
  • Shown experience delivering customer insights that drive key performance metrics
  • Experience in impact modelling, regression analysis, cluster/factor analysis
 
Skills
  • Strong critical thinking, influencing, and relationship management skills
  • Able to work, prioritise and lead multiple initiatives simultaneously with minimal supervision
  • Excellent verbal presentation and written communication skills including the ability to deliver presentations to senior and executive management
  • Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
  • Comfortable working through large data sets of information and aligning data across systems and sources
  • Strong project management and change management skills
  • Advanced MS Excel / PowerPoint experience
  • High competency in surveying principals and methodologies
  • Customer centric
  • Excellent negotiation skills
  • Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
  • High confidence, self-driven individual who can remain calm and focused under pressure
  • Facilitation of workshops, decision-making and actions to enable teams to agree next steps
  • Ability to effectively deal with conflict situations
  • Ability to be organised while working in a complex, fast-paced and dynamic environment
 
Core Competencies
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others
 
About The Company
Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. 
 
Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We’re about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees. 
 
At Santam, we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals, we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.
 
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