Client care manager

Cape Town, Western Cape

R 200000 ZA Per annum

A position for a Client Care Manager exists in the Shared Services, Client Care area, based at Santam Head Office in Bellville. The incumbent will play a key role in effectively and timeously handling all complaints, requests and enquiries in line with products and services provided by Santam, with due consideration to fairness, equity and materiality – principles of Treating Customers Fairly. What will make you successful in this role?Mandated to recommend to stakeholders in resolving disputes, considering fairness, equity and materiality. Knowledge sharing and meeting client’s expectations. Self-development and keeping abreast of new developments within the industry. Maintain a good working relationship with all stakeholders. Data integrity. Deal with complainants in a professional and courteous manner and address concerns. Responsible for regulatory complaints. Good decision making and working under pressure living the Santam values. Excellent writing skills. Achieving work goals and objectives Qualification and Experience Law degree Admitted Attorney Minimum 3 years’ practicing attorney. Dispute resolution experience/training. Minimum 1 year client service experience. Knowledgeable in short-term insurance industry. Advantageous to comprehensive understanding of Santam products and services. Skills Interpretation and application of policy wording and policy schedule. Ability to apply mind based on all information and draw valid conclusions and make sound recommendations to stakeholders. Formal writing skills to liaise with clients. Strong interpersonal skills, problem solving, self-control and self-confidence, time management skills. Accurately checking information, processes and tasks. Prompt actions to be taken when and where required to accomplish tasks. Core Competencies Being resilient - Contributing through others Collaborates - Contributing through others Courage - Contributing through others Cultivates innovation - Contributing through others Customer focus - 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. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 1 Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2 Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3 Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screening Step 4 Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interview Step 5 We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process Assessment Step 6 Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7 Prior to an offer being made, there may be a second interview to meet with the Head of Department. Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 1 Our vacancies are advertised between 3-5 days depending on the market availability of the skills required. Our recruitment process Step 2 Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role. Our recruitment process Step 3 Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process. Our recruitment process Telephonic screening Step 4 Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions. Our recruitment process Your interview Step 5 We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot! Our recruitment process Assessment Step 6 Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment. Further employment checks are conducted the ensure the validity of your credentials. Our recruitment process Step 7 Prior to an offer being made, there may be a second interview to meet with the Head of Department. Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview. Our recruitment process Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. TIPS & TRICKSGetting ready for your interview There is not just one way to be successful at Santam, nor is there one way to interview with us. Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here. Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices. This is the eighth consecutive year that we have achieved this accolade.

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