About this role
Who are we? SanlamAllianz Namibia is a leading Financial Services Institution, which provides services in the fields of Individual Life Insurance, Group Life Insurance, Unit Trusts and Asset Management. To give substance to its objective to be fully-fledged Namibian Insurer, SanlamAllianz Namibia is increasingly introducing greater financial and technical expertise. Purpose of the Role Responsible for administration and client service of Personal and Commercial lines policies. What will make you successful in this role? Manage policy endorsements, renewals, and new business transactions accurately and within agreed service standards Process policy amendments, quotations, renewals, and cancellations on insurer and CRM systems Review policy documentation to ensure accuracy, compliance, and alignment with client instructions and underwriting requirements Communicate policy changes, renewal terms, premium adjustments, and insurance documentation to clients in a timely manner Follow up on outstanding premiums, unpaid debit orders, and policy cancellations while seeking client retention opportunities Provide professional support to clients by resolving enquiries, complaints, and account-related queries effectively Maintain accurate client records and audit trails through comprehensive CRM documentation and file management Liaise with insurers, brokers, finance teams, and other stakeholders to ensure efficient policy administration and service delivery Ensure compliance with regulatory requirements, company policies, underwriting guidelines, and FIA standards Support monthly reporting requirements and contribute to continuous process and service improvement initiatives Assist with claims-related policy amendments, cover confirmations, and other administrative duties as required Deliver exceptional customer service by upholding the company's service values, client service charter, and brand standards Knowledge and Skills Full proficiency in English (verbal and written); knowledge of an additional local Namibian language will be a competitive advantage Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) Strong interpersonal, communication, and relationship management skills Ability to resolve client complaints, disputes, and conflicts professionally Sound knowledge of insurance policy wordings, underwriting principles, and insurer systems Proficient in CRM systems and policy administration processes Strong analytical, planning, and organisational skills High level of accuracy, attention to detail, and professionalism Customer-focused with a commitment to delivering excellent service and achieving results Ability to follow procedures, maintain compliance, and uphold organisational values Strong cross-functional awareness and stakeholder collaboration skills Ability to work effectively in diverse and multicultural environments Assertive, proactive, and able to prioritise competing demands Capable of working independently and performing effectively under pressure Overview of Role Responsibilities (Level 1-13) Operational Compliance - Level 3 - Process Specialist Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Insurance Policy Administration - Level 3 - Process Specialist Enter new and updated customer and policy information into the relevant systems and set up premium collections, liaising with the customer and/or salesperson and/or agent to clarify incomplete and potentially inaccurate information and referring unresolved issues to others. Insurance Policy Information - Level 3 - Process Specialist Explain product status, features, and benefits, responding to customer questions to ensure that relevant information is provided; refer unresolved issues to others. Operations Management - Level 2 - Process Operator Carry out operational tasks by following established processes. May involve adjusting basic settings or parameters in order to meet performance standards. Document Management - Level 3 - Process Specialist Create, organize, and maintain files containing the correspondence and records of a senior colleague. Experience and Qualification School Leaving Certificate; Introductory Programme in Short-Term Insurance (NQF Level 4) Minimum of 3 years' experience in the short-term insurance industry. Required Skills Policy and Regulation - Basic Works at a basic level to interpret and apply knowledge of laws, regulations and policies in area of expertise. Typically works under close supervision. Insurance Principles and Practice - Basic Works at a basic level to use and apply the core principles of insurance. Typically works under close supervision. Data Management - Insurance - Intermediate Works at an intermediate level to collect, store, and manage insurance-related data for accurate analysis, reporting, and compliance with industry standards. Typically works with guidance. Document Management - Intermediate Works at an intermediate level to use document management tools to manage, view, organize, and store documents. Typically works with guidance. Transaction Integrity Management - Basic Works at a basic level to maintain the accuracy, security, and compliance of transactions, ensuring reliable transaction records and safeguarding against fraud and errors. Typically works under close supervision. Digital Literacy - Intermediate Works at an intermediate level to understand, evaluate, use, and engage with digital technology and information, as well as create and share digital content, while being aware of essentials like safety, privacy and ethical considerations. Typically works with guidance. Managerial Experience Not applicable Required Behavioural Competencies Ensures Accountability Plans and Aligns Collaborates Customer Focus Communicates Effectively Interpersonal Savvy Our commitment to transformation SanlamAllianz Namibia is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are the key components to ensure a thriving and sustainable business in Namibia. SanlamAllianz Namibia Employment Equity plan and targets will be considered as part of the selection process.