Santam Limited is the largest short-term insurer in South Africa, with a market share in excess of 22%, providing short-term insurance products through broker networks and direct sales channels. The company was established in 1918 and offers personal, commercial, and corporate insurance solutions. Santam is a subsidiary of Sanlam Limited and has been listed ...
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
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