First Line Manager at Santam Insurance

WHAT WILL YOU DO

• The candidate will manage the Claim Service Consultant team. This role shall support our Direct motor claims branch and shall be responsible for the fulfilment and finalisation of claims in line with the Direct Claims Service SOP. The incumbent shall manage, support and develop a team of people who are the claim owners and support the desktop assessors.
• The role is to achieve exceptional results and to ensure superior service delivery within the Service Level Agreements and Standard Operating Procedures applicable to claims. The role will also require leading, coaching and motivating Claim Service Consultant team to ensure that they fully comprehend and can deliver on their responsibilities.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Best practice in respect of people management
• Process and operations management
• Client service management
• Ensure all operational problems are rapidly analysed and resolved
• Mandate to handle claims, by exception
• Lead, develop and motivate team
• Apply basic statistical/data analytics to track and improve performance and its variations
• Address and Resolve operational performance variations

QUALIFICATIONS AND EXPERIENCE

• Matric certificate or equivalent qualification
• FAIS complaint
• Insurance related qualification
• Computer literate (MS Word, MS Excel and MS Power Point)
• Experience in high volume processes management (advantageous)
• 2-5 years’ Claims experience
• 5-10 years’ insurance experience

SKILLS

• Experience in high volume processes management (advantageous)
• Experience in Guidewire ClaimCenter Claims
• Experience in developing & coaching staff
• People Management
• Negotiation skills
• Knowledge of quality processes
• Presentation skills
• Proficient in English
• Good communication (verbal & written )
• Experience in Workflow Management
• Relevant systems knowledge
• Strong client service orientation
• Good knowledge and interpretation of insurance contracts

COMPETENCIES

• Driving Strategy
• Reporting – attentions to detail and tracking performance
• Client Focus – Adhere to strict turnaround times
• Internal stakeholder focus – Adhere to SOP and TAT
• Decision Making
• Enabling Innovation
• Problem Solving
• Team Work
• Planning and Organising
• Enabling Innovation
• Continues Learning
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence