Claims Relationship Manager (JG8) at Santam Insurance

JOB DESCRIPTION

• Overall responsible for building, maintaining and managing professional relationships with the MBR’s, in line with Santam’s objectives, in the designated area. Provide technical support and deliver a high quality service in the claims value chain (Broker, Client, Motor Body Repairer, Motor desktop Assessor and Claims Service Consultant) regarding the motor vehicle repair process and delivering superior client service. 

PRINCIPLE ACCOUNTABILITIES
    Monitor and control the following MBR's KPIs:
    Smart Repairs:

• Smart repair technology
•  Repair vs replace
•  Normalise Cost Ratio (NCR)
•  Average Repair Cost (ARC)
•  ARC plus Ancillary Cost (ACPC)

    Alternative Parts Utilisation: 

• CAP, Used and Refurbished
• Paint, Labour and Parts Ratio
• Difference in Quotation vs 1st Authorisation
• Difference in 1st Authorisation vs FRC
• Difference in Quotation vs FRC
• Additional cost after FRC

    Monitor MBR and Santam system compliance and maintenance:

• Abuntex
• Qapter Connect
• AudaAudit
• RPM
• Parts Procurement Systems
• AudaTarget

     Santam Systems:

• BPM/ClaimCenter 
• Initiate, lead and manage Supplier Performance Measurement meetings as per schedule
• Monitor and identify trends, agree action plan and monitor compliance (improvement and progression)
• Training, upskilling and coaching of Motor Body Repairers (all staff)
• Manage supplier capacity
• Create Weekly and Monthly Reports for feedback
• Project and change management
• Managing catastrophic events

QUALIFICATIONS AND EXPERIENCE

•     Grade 12 and one of the following
•     VDQ Professional qualification or, Automotive body refinisher or, Automotive Mechanic
•     Expert Abuntex user with in depth knowledge of Abuntex products such as Qapter connect, AudaTarget(NCR), AudaInvoice, Parts Procurement systems.
•     Good business acumen and understanding of business principles (profit, loss, margin, efficiency etc.)
•     High level of knowledge in the relevant repair processes and repair methods.
•     Proficient Microsoft Excel user
•     At least 5 years’ experience in assessing on a senior level
•     Management experience (advantageous)
•     Supply Chain Management experience (advantageous)
•     Stakeholder and Vendor Management experience (advantageous)

SKILLS

•     Communication skills to effectively communicate with internal and external stakeholders, MBR’s and Assessors
•     Effective crises management during workload changes
•     Working with people
•     Planning and organising
•     Coping with pressure and setbacks
•     High level of negotiation skills
•     Performance management

BEHAVIOURAL COMPETENCIES

•     Analytical thinking
•     Conceptual thinking 
•     Information seeking
•     Directiveness
•     Initiative
•     Self confidence
•     Flexibility
•     Impact and influence
•     Leverage relationships
•     Customer service orientation 
•     Integrity
•     Self-control