Tell us about your company & your role?

Santam is South Africa’s largest short-term insurer, providing a wide range of insurance products and services to individuals and businesses. In my role as Head Market Development, I oversee stakeholder relations, corporate social investments (CSI), and our flagship programme, Partnership for Risk and Resilience. I focus on building meaningful relationships with our stakeholders, driving sustainable initiatives, and enhancing consumer financial education. This holistic approach helps us to not only protect our clients but also contribute positively to the communities we serve.

What are your main priorities & goals in your role?

My main priorities include fostering strong relationships with our stakeholders, ensuring that our social impact initiatives align with our business objectives, and enhancing financial literacy among consumers. Specifically, I aim to develop partnerships that support risk management and resilience in communities, promote inclusivity within our products, and elevate our educational outreach to empower consumers with the knowledge they need to make informed financial decisions. Ultimately, my goal is to integrate these priorities into our overall business strategy to create long-term value for both the company and society.

How do you define success & what drives you to succeed?

Success in my role is defined by our ability to create impactful and sustainable initiatives that resonate with our stakeholders and enhance the lives of our clients. I measure success not only by the outcomes of our programs but also by the relationships we build and the trust we foster. The work we do has a shared value impact. For instance, our Tshwane stormwater drainage cleanup program benefits all stakeholders. By executing this project, we help the government’s efforts to preserve public infrastructure, reduce the occurrence of flooding in the area, which reduces claims and, as a result, insurance costs.

What motivates me is the opportunity to make a meaningful difference in people’s lives through our work. Seeing the positive impact of our social impact initiatives and knowing that we are helping communities become more resilient drives me to continuously strive for excellence. Our work is deeply entrenched in the strategy of the business.

How do you keep your team motivated?

I truly believe that trust, candour, and clarity are the cornerstones of a highly engaged and motivated team. Trust is what allows us to build strong relationships with one another, creating a space where we can all be honest and vulnerable. As a leader, I know that being consistent and honest is vital; my word should always be a promise that you can count on. I always encourage openness among us, as I believe that embracing vulnerability can lead to deeper connections within our team.

Additionally, setting clear goals is incredibly important to me. It’s my job to share our vision and objectives in a way that everyone can understand and feel connected to. I also value connecting with each team member individually, so I make time for one-on-one coffee chats whenever possible. These moments are not just about going over targets; they’re about reinforcing our communication and strengthening the bond we share as a team.

I encourage the recognition and celebration of team members for their efforts and milestones.

 What new trends/disruptors are emerging in your industry?

Trends such as digital transformation, the rise of Insurtech, and a greater emphasis on environmental, social, and governance (ESG) factors are reshaping our landscape.

Climate change is causing significant disruptions in South Africa’s short-term insurance sector by increasing the frequency and severity of weather-related incidents. The country has seen an increase in extreme weather events such as severe storms, floods, and droughts, resulting in a surge in claims for property damage and business interruptions.

What areas do you think need to be improved to enhance the business environment in Cape Town? 

Infrastructure Development and Maintenance:

• Upgrading public transport, like enhancing the MyCiTi bus service, can improve accessibility and reduce traffic congestion.
• Expanding high-speed internet access in underserved areas is essential for supporting remote work and digital businesses.

Skills Development and Education:

• Collaboration with Educational Institutions: Partnering businesses with universities can ensure graduates have relevant skills, while programs focused on entrepreneurship can prepare young people for various industries.

Innovation and Technology Support:

• Research and Development Grants: Encouraging investment in R&D through grants can stimulate technological advancements, particularly in sectors like renewable energy and biotechnology.

Networking and Collaboration:

• Business Networking Events: Organising more networking events and trade shows can facilitate collaboration and resource sharing among businesses. Accelerate Cape Town is one such platform.
• Support for Local Chambers of Commerce: Strengthening local business chambers can enhance advocacy for business interests and promote collaboration across various sectors.

What major changes would you like to see in the local business environment?

I believe that enhancing access to funding for startups and small businesses could stimulate growth and job creation. Upskilling of youth to meet the demands of emerging businesses and critical skills will help solve youth unemployment.

Are you finding any skills gaps in the market?

Yes, there are notable skills gaps in the market—particularly within the insurance and financial services sector.

In the insurance industry, and at Santam specifically, we are seeing scarce and critical skills shortages in the following areas:

Actuarial Science and Data Analytics:

• Actuaries remain in very short supply across the industry.
• Data scientists and analysts are increasingly essential due to the rise of digital transformation and risk modelling.

Underwriting and Claims Specialists:

• Particularly those with expertise in commercial, agricultural, and specialist insurance lines.

Risk Management and Compliance Professionals:

• The evolving regulatory landscape requires in-depth knowledge of compliance, governance, and risk.

Cybersecurity and Digital Forensics:

• As digital platforms and customer data grow, so does the need for professionals who can manage cyber threats and fraud.

Insurance-related Legal and ESG Expertise:

• Specialists who understand the intersection between insurance law, environmental risks, and sustainability reporting are increasingly needed.

Engineering and Technical Assessors:

• Particularly in the agricultural and commercial insurance space, where technical expertise is required to assess claims accurately.

If you could choose to have dinner with four influential South African business or government leaders, who would you choose?

• Dr Patrice Motsepe, The founder and Chairman of Ubuntu-Botho Investments, African Rainbow Capital (ARC), African Rainbow Energy and Power (AREP) and UBI General Partner Proprietary Limited. He is also the Deputy Chairman of Sanlam and Chairman of Harmony Gold.
• Imtiaz Sooliman, Founder and CEO of Gift of the Givers, a humanitarian organisation dedicated to disaster relief and development.
• Cyril Ramaphosa, President of South Africa. As the current president, Cyril Ramaphosa plays a crucial role in guiding South Africa through complex economic and social challenges.
• Phumzile Mlambo Ngcuka, Former Deputy President of South Africa and former Executive Director of UN Women.

What’s the best advice you’ve been given or would give, in business?

One of the best bits of advice I’ve heard is to value relationships. Long-term company success depends on trust and teamwork. I would add to this advice by emphasising the need of adaptability and openness to change. The corporate world is continuously changing, and those who can adapt and welcome new ideas will prosper. Furthermore, having a growth mindset—seeing problems as chances for learning—can lead to personal and professional progress. Resilience and a willingness to learn are frequently what identify effective leaders in any sector.