MBA Candidate

• Sep 2022 - Present

Sales Operations Manager

• Nov 2021 - Present

Line Manager - Risk Services Underwriting

• Apr 2018 - Nov 2021

• Leading and managing the Mainframe underwriting team (12 people). • Ensuring that the team meets key KPI measurements and service level agreement requirements set up by stakeholder departments- e.g. Sales, Risk Services, Brokers, Head Office Technical Underwriting, Retentions and Broker Liaisons.• Ensuring that manager broker complaints and queries are addressed timeously.• Provide training to various stakeholders on policy centre, mainframe and online systems.• Provide training and management support on renewal discounts policies post profitability risk analysis.• Lead and drive continuous improvement initiatives within the customer service team environment using lean methodologies- Process Mapping, 5 Why Root Cause Analysis, Standard Work and SOP roll out.• Leading and managing the newly developed Review and Approves team (5 people)• Team reports directly into EXCO with weekly stats on conversion, referrals and risks being underwritten. Team has a service level agreement of 2 hours, managing referral with daily stat of between 300 – 350 requests• Ensuring the team meets key KPI measurements. Continuously work at picking up trends in the market by analysing risks• Ensures feedback given to the sales team is efficient to ensure the sales team meet their SLA.• Ensure there is client centricity and the handling of complex escalations and complaints from external stakeholders• Stand team manager for the Policy Screening department• Lead and drive continuous improvement initiatives within the customer service team environment using lean methodologies- Process Mapping, 5 Why Root Cause Analysis, Standard Work and SOP roll out.

Line Manager - Commercial Processing Centre

• Oct 2019 - Jul 2021

Broker Liaison Officer

• May 2013 - Apr 2018

• Responsible for building and maintaining high quality brokers liaison relationships between Santam and Brokers in the following regions: Kwa Zulu Natal, Free State, Northern Cape, Limpopo, Eastern & Southern Cape & Gauteng.• Responsible for broker escalation management and ensure timeous resolution of close out with internal teams.• Regional representative for the Personal line contact centre at the regional meeting, where progressive stakeholder engagement occurs.• Acting Team Manager in department for 6 months- overseeing broker liaison team (8 team members).• Ensure that the feedback is collated within 24 hours for Ombudsman liaising via Head Office.• Ensure direct communication with clients where necessary, to address social media complaints resolution turnaround time.

Call Centre Agent

• Apr 2011 - Apr 2013

• Policy Maintenance- Ensuring that existing policies were maintained with the brokers, in terms of up to date version and the relevant execution impacts and communication feedback loops.• Constant communication as part of the change management process between the underwriting team and broker- representing concerns, addition or suggestions.

Student Mentor

• Jan 2020 - Present

The Insurance Apprentice 2020 (Top 7)

• Sep 2019 - Mar 2020