Claims Team Manager: Non-Motor at Santam Insurance

OPPORTUNITY

Santam seeks to appoint an experienced and skilled Claims Team Manager within Santam Direct Claims unit, reporting to the National Claims Operations Manager.

The Claims Team Manager will be responsible for overseeing a team of Claim Handlers within the Claims Management area. The manager will monitor the financial performance and compliance. The person will provide specialist, technical and professional input and advice and guidance to the Claims teams to enable them to achieve agreed business objectives.

What Will Make You Successful In The Role

• Manage and report on unit’s performance and progress towards goals.
• Manage human capital and development of staff.
• Ensure goal alignment and capacity of the unit.
• Organise, communicate and interact effectively with relevant stakeholders.
• Ensure compliance to contracted service levels and optimised processes.
• Document and manage Loss Ratio trends and deviations.
• Ensure overall call/ data quality and training.
• Ensure client satisfaction improvements using CSI results.
• Mandate to handle claims, by exception.
• Participate in ad-hoc projects and improvements.
• Ensure adherence to various policies, legislative requirements.
• Establish and maintain the quality standards that drive client delight and cost efficiency.
• Deliver first time right service excellence.
• Responsible for managing, supporting, and developing a team of claims handlers in order to ensure superior service delivery and quality of work.
• Monitor process compliance.
• Escalate operational issues or performance concerns asap.

Qualifications And Experience

• Matric /Grade 12
• Insurance Qualification
• FAIS & RE Complaint
• Relevant B-Degree advantageous
• A minimum of 5 years in the Direct short term industry of which at least 2 years should be in a team lead or supervisory position.
• Experience in Short Term Insurance claims essential
• MS Office essential (Excel)

KNOWLEDGE

• Knowledge of Claims processes and procedures.
• Good understanding of record-keeping procedures.
• Good understanding of MS Office, particularly Excel formulas

Skills

• Planning and Organising skills
• Good communication skills
• Leadership
• Customer service orientation
• Target and deadline orientated.