Client Service Manager at Santam Insurance

About the job
Who are we?

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.

What will you do?

Santam's non-motor claims department has an opportunity available for a Client Service Manager. The position is based in Bloemfontein.

The Client Service Manager will identify skills development and training and provide assistance in specialist technical support. Responsibilities will include resolving of disputes involving claims adjustments and negotiations with the insured and/or broker after failed attempts by the adjuster and claims handler, escalating unresolved claims issues to the relevant Assessors Manager, giving advice to the sheduler on the segmentation and allocation of specific claims to a specific adjuster.

What will make you successful in this role?

• Key Responsibilities Are
  • Continuous guidance and technical support and upskilling of internal adjusters
  • To curb lost economic opportunities
  • Liase with training and technical advice
  • Input to the performance management processes
  • On the job and peer coaching
  • Random physical merit check of non-motor claims
  • Evaluation and communication with suppliers are critical for quality service
  • Random on-site inspection and confirmation quantum of non-motor claims
  • Resolving disputed where claims handler and assessor exhausted all resources
  • Ensure adherence to claims policy and philosophy
  • Advising scheduler on allocating correct types of claims to correct adjuster
  • Distribute ombudsman rulings and claism technical advice interpretations
  • Prepare and present claims in claims committee
  • Identifying trends on the ground and refer to QA
  • Technical policy interpretation and liaisng with business units
  • Standing in for the Adjuster Manager
  • Address Claims complaints with the Adjuster Manager

Qualification and Experience

• Matric
• 5 years short-term claims experience
• Knowledge of the Santam Claims processes will be an advantage
• Polciy and System Knowledge
• Knowledge And Skills
• Automotive Damage Claims
• Claims Management
• Claims Reporting
• Claims approvals and rejections
• Claims settlements of a complex nature
• Personal Attributes
• Interpersonal savvy - Contributing through others
• Decision quality - Contributing through others
• Plans and aligns - Contributing through others
• Optimises work processes - Contributing through others

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others
• Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group 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 key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.