Agency Maintenance Manager

Manager - Assurance, Risk & Compliance - Santam Broker Solutions (SBS) Risk & Governance team. Based in Cape Town offices.

1. Productivity, Performance & Team Management
   • Develop, implement, and maintain productivity and performance management frameworks.
   • Establish and track performance baselines (individual and team).
   • Monitor, analyse, and report on SLA achievement and turnaround times.
   • Identify performance gaps and implement targeted corrective and developmental actions.
   • Ensure accountability, consistent standards, and effective supervision across the team.
2. Operational Oversight of Intermediary Onboarding & Data Maintenance
   • Oversee end to end onboarding of intermediaries across all Santam distribution channels.
   • Ensure ongoing maintenance of intermediary data, including quality, accuracy, and compliance.
   • Maintain strong process governance during the transition from Infra to SIAS.
   • Safeguard data integrity and operational continuity during system changes and migration.
3. Automation, System Enhancements & Process Innovation
   • Proactively assess operational processes to identify automation opportunities.
   • Drive initiatives that reduce manual effort, operational risk, and processing time.
   • Collaborate with IT and business teams to implement workflow improvements and system enhancements.
   • Continuously challenge inefficient processes and champion innovative solutions.
4. Process Optimisation & Service Delivery Management
   • Lead structured operational reviews to identify opportunities for process improvements.
   • Implement best practices aimed at reducing turnaround times and enhancing stakeholder experience.
   • Establish governed, transparent change management processes for improvements.
   • Drive continuous service enhancement across all AMT functions.
5. Project Representation & Stakeholder Engagement
   • Represent the Agency Maintenance requirements in cross functional projects and governance forums.
   • Communicate Agency Maintenance needs, risks, dependencies, and impacts to key stakeholders.
   • Ensure alignment between AMT objectives and broader organisational initiatives.
6. People Development & Leadership
   • Mentor and develop team members to uplift skills and improve capability.
   • Promote a culture of accountability, continuous improvement, and operational excellence.
   • Support succession planning and cross skilling within the team.

• 6 years or more relevant experience in operations management and a proved track record of managing people, measuring productivity and improving operational processes.

• Expert verbal and written communication skills, and the ability to communicate effectively at all levels.
• Advanced interpersonal skills, to lead, influence and motivate.
• Proficient people management and relationship building skills.
• Advanced problem solving skills - the ability to identify problems and find/develop/facilitate solutions.
• Pro active, self starter.
• Proficient presentation skills.
• Advanced stakeholder management.
• Emotional intelligence.

• Adhering to principles and values (living the Santam Way).
• Analytical thinking.
• Business analysis.
• Change management.
• Client focus - building strong internal client relationships and delivering internal client centric solutions.
• Collaboration and effective communication.
• Critical thinking.
• Curiosity & creativity.
• Data & technology literacy.
• Data analytics.
• Drives results, even under tough circumstances.
• Flexibility and adaptability - being resilient.
• Influencing people.
• Insurance & business acumen.
• Problem solving.
• Process analysis.
• Project management.

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, 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, specialist business owners, and institutions-including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover-we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

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

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications 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 of insurance. This is Freedom!

Recruitment Process

1. Onboarding
   We ensure we receive all your documents to get you onto our payroll system.
2. Advertise
   Our vacancies are advertised between 3 5 days depending on the market availability of the skills required.
3. Screening
   Could take a couple of days depending on the volume and the screening process, which varies according to the complexity of the role.
4. Telephonic Screening
   Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.
5. Your Interview
   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!
6. Assessment
   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 to ensure the validity of your credentials.
7. Offer & Onboarding
   Prior to an offer being made, there may be a second interview to meet with the Head of Department. If further interviews are needed, bring the same charm that got you through your first 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 2025 for excellence in people practices. This is the ninth consecutive year that we have achieved this accolade.