Team Leader: Outsourced Recoveries

Sanlam; Cape Town; On-site; ZAR 350,000 - 500,000; Full time

Job summary

A leading insurance company in Cape Town seeks a Team Leader for their Outsourced Recoveries team. The role involves managing service providers, overseeing debt collection compliance, and ensuring client satisfaction. Candidates should have a Grade 12 and a relevant degree along with 3-5 years of debt collection experience. Strong leadership and communication skills are essential.

Qualifications

• 3-5 years experience in a debt collection environment.
• Experience in staff management and coaching.
• Ability to work independently and under pressure.

Responsibilities

• Manage the Outsourced Recoveries team.
• Monitor and report on claims performance and client satisfaction.
• Handle client care complaints escalation.

Skills

Leadership skills

Good Communication skills

Attention to detail

Project management skills

Excellent interpersonal skills

Sound problem solving skills

Effective time management

Education

Matric/Grade 12

LLB or Business-Related Degree

Tools

MS Office

Job description

Overview

CAREER OPPORTUNITY

This career opportunity is available at Legal Claims Solutions for the Team Leader: OR who will be based at Glacier Place.

Responsibilities

• Manage the Outsourced Recoveries team and oversee the Attorneys and Debt Collectors (Service Providers) that service the team.
• Manage financial outcomes, ensuring compliance with the Service Level Agreements (SLA) and client experience delivery by the Service Providers to Santam and its stakeholders.
• Oversee Claims Center Management, claims closing and allocation of claims, cost management, compliance with relevant legislation, SLA, conduct on-site visits and drive the Service Provider development whilst maintaining the highest standards of service.
• Monitor and report on claims performance, client satisfaction, and risks.
• Handle client care complaints escalation and facilitate resolution.
• Build relationships with Service Providers while ensuring compliance with SLA terms and intervening with Service Providers where any deviations might occur.

Qualifications and Experience

• Matric/Grade 12
• LLB or Business-Related Degree (with law subjects)
• 3-5 years experience in debt collection environment.
• MS Office skills, particularly in Excel and PowerPoint.
• Experience in staff management and coaching.
• Ability to work independently, under pressure, and travel locally.

Knowledge and Skills

• Leadership skills (2IC)
• Good Communication skills (verbal & written)
• Attention to detail
• Project management skills
• Excellent inter-personal skills
• Sound problem solving & decision-making skills
• Ability to interpret policy wordings from various business partners
• Effective time management skills
• Planning and organizing
• Deadline driven
• General administration
• Conflict resolution
• Ability to work independently
• Experience in a debt collection environment with a focus on strategy and achieving performance-based outputs through a team dynamic.

Personal Attributes

• Analytical thinking
• Information seeking
• Directiveness
• Initiative
• Flexibility
• Customer Service Orientation
• Detail Orientated
• Influencing/ gaining commitment

Who We Are

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!