Claims Manager- High Net Worth at Santam Insurance

WHAT WILL YOU DO?

• This role is responsible for leading and managing three key functional areas within the Tailored Claims Solution Department: Claims Service Consultants, Claims Administration Support, and Non-Motor Fast Track Assessors, each led by their respective team managers.
• The position ensures the delivery of a seamless, high-quality claims experience across Motor and Non-Motor portfolios by driving operational excellence, enhancing administrative efficiency, and fostering a high-performance culture.
• The manager also serves as the primary liaison between Santam and intermediaries, ensuring aligned, responsive service delivery and strong stakeholder engagement.

KEY RESPONSIBILITIES

Leadership & Team Oversight

• Lead and manage three team managers responsible for Claims Service Consultants, Claims Administration Support, and Non-Motor Fast Track Assessors.
• Provide strategic direction, coaching, and performance management to ensure alignment with business objectives.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

Operational Excellence

• Oversee the delivery of claims administration services across Motor and Non-Motor High Net Worth portfolios.
• Ensure efficient handling of claims processes, adherence to SLAs, and optimisation of workflows.
• Drive automation and digital enablement to improve turnaround times and reduce manual effort.

Client Experience & Stakeholder Engagement

• Ensure the delivery of a seamless, high-quality claims experience across Motor and Non-Motor HNW portfolios.
• Serve as the primary liaison between Santam and intermediaries, fostering strong relationships and aligned service delivery.
• Manage escalations and ensure timely, professional resolution of client and broker queries.
• Build and maintain trusted relationships with internal teams, intermediaries, and external partners to support service excellence.
• Champion a client-first culture across all claims administration touchpoints.

Quality, Compliance & Risk Management 

• Ensure compliance with claims policies, regulatory requirements, and internal controls.
• Monitor data integrity, documentation standards, and audit readiness.
• Identify operational risks and implement mitigation strategies.

Strategic Integration & Innovation

• Collaborate with cross-functional teams to align claims administration with broader business initiatives.
• Support the rollout of new systems, tools, and process enhancements.
• Contribute to strategic planning and provide insights for continuous improvement. 

Reporting & Insights

• Track and report on team performance, service metrics, and operational KPIs.
• Analyse trends and provide actionable insights to leadership.
• Support data-driven decision-making and strategic initiatives.

QUALIFICATIONS AND EXPERIENCE

• Minimum 5–7 years’ experience in short-term insurance HNW claims (Motor & Non-Motor).
• 3+ years of experience managing teams and working with intermediaries.
• Solid understanding of claims processes, policy structures, and short-term insurance legislation.
• Grade 12 and relevant B-degree or insurance qualification.
• Budget planning and cost control experience.
• Knowledge of regulatory requirements (FAIS & POPIA).
• High emotional intelligence, discretion, and integrity.

SKILLS & COMPETENCIES

• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Professional client-facing and relationship management skills.
• Analytical thinker with attention to detail and process.
• Ability to work under pressure and manage multiple priorities.
• Tech-savvy with experience in claims systems and Microsoft Office.

FUTURE FOCUS ATTRIBUTES

• Digital Fluency: Embraces technology to drive efficiency and client experience.
• Client-Centricity: Keeps the evolving needs of clients and intermediaries at the core.
• Agility & Innovation: Adapts quickly to change and fosters a culture of continuous improvement.
• Collaborative Leadership: Builds cross-functional partnerships to deliver integrated solutions.

PERSONAL ATTRIBUTES

• Driving Strategy
• Commercial Orientation
• Client Focus
• Decision Making
• Enabling Innovation
• Change Leadership