Team Manager – Book Transfers

About the role

The Operations Business Support department is seeking a Team Manager for Book Transfers. Based at Hill on Empire, you will lead a group of insurance consultants, ensuring they meet performance targets while delivering exceptional customer service.

Key responsibilities

• Manage and mentor a team of insurance consultants, monitoring individual performance daily.
• Provide real‑time support for queries and ensure deep product, system, and process knowledge.
• Act as project manager for onboarding bulk policies onto Santam’s Insurance Platform, negotiating timelines with intermediaries.
• Oversee attendance, absence, and attrition to meet service level agreements.
• Drive efficiency in the contact centre by meeting quality assessment ratios and turnaround times.
• Continuously improve customer satisfaction through proactive solutions.

Required profile

• Completed Matric (Grade 12) with a relevant insurance qualification (NQF5).
• 3‑5 years experience in short‑term insurance.
• Proven people‑management experience.
• Strong knowledge of insurance products, pricing, application procedures, and processing timelines.

Required skills