Manager: Claims (Marine) at Santam Insurance

ABOUT THE POSITION

• Santam Marine Claims has a position available for a Claims Manager. The position reports to the Business Head Operations and the successful candidate will be based at Alice Lane Sandton, Gauteng

WHAT WILL YOU DO?

• This position is responsible for providing strategic and operational direction to optimize and manage marine claims value chain within the Santam Marine as well as achieve superior claims outcomes through effective workforce/talent management, claims quality and service delivery, and the use of technology and data analytics. The successful incumbent will also be accountable for participating in short-, medium-, and long-term strategic business planning, as well as special projects and annual budget planning.
• You will be required to identify and implement measures to ensure the optimum functioning of the claims area through development and implementation of policies and procedures aimed at  standardising operations to achieve a consistent approach across the team, minimising the risk of fraud, rogue claims handling, claims leakage and non-adherence to mandates, measuring the performance of the team against benchmarks, improving service levels, operational efficiency and risk management.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

Individual Claims Leadership

• Manage a team of individuals, involved in claims from notification to closure, investing the necessary level of involvement required for each claim depending on, inter alia, the nature, category, maturity, type and quantum of the claim.
• Ensure correct segmentation of claims to team members in accordance with their technical skill sets
• Continuous training of team members in accordance with legal developments and new products being offered
• Follow at all times the Claims Reserving Philosophy and Claims Standards.
• Develop, iterate, document and execute claims strategies taking into account uncertainties, key decisions, potential outcomes and estimated associated costs.
• Understand and implement the group “Treating Customers Fairly” policy.

Claims Portfolio Management

• Manage claims portfolio(s) to optimise performance including:
• Regularly review individual claims within the portfolio and keep reserves and records up to date as required by claims controls and standards.
• Identify issues and trends in the portfolio and take appropriate and/or corrective action.

Working across the Marine operations

• Develop an understanding of marketing and underwriting strategies for the business area and contribute to business development and renewal opportunities by attending client meetings to explain the claims philosophy and approach to claims handling, and discussing any claims issues.
• Provide input on review of potential or existing insured’s claims experience.
• Provide feedback on claims trends and developments and their potential impact on the book.
• Suggest any “wording” improvements.

Authority and Minimum Standards Observance

• Operate within the approved claims authority at all times.
• Implement minimum operating and claim standards.
• Have thorough knowledge of industry regulations and minimum standards to ensure compliance with the regulatory, claims and underwriting control standards and protocol

Third party Management

• Follow procedures for the selection and retention of third party professionals and manage these relationships to the benefit of the business area.
• Where required conduct claim file reviews or audits and resolve any issues identified.

Broker and Insured Relations

• Work proactively to develop and manage strong relations with key brokers and insureds.
• Promote the brand of excellence and professionalism in client service.

Conflict of Interest

• Adhere to the Conflict-of-Interest policy, alert the appropriate person to any potential conflicts of interest and take steps to resolve them promptly.
• Immediately advise Leadership if any employee seeks to exert undue influence on you or any other team member to act improperly in the management, reserving or settlement of any claim.

People Management

• Day-to-day management of staff on claims related and other issues.
• Performance management of team members through appropriate application and implementation of Company policies and procedures.
• Training and Development of team members so that they may reach their full potential.
• Contribute to, encourage and ensure teamwork in order to promote a healthy and engaged workforce.

Client Liaison (Internal and External)

• Respond to queries and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility.
• Prepare for and attend meetings

QUALIFICATIONS AND EXPERIENCE

• Relevant Bachelor’s degree or equivalent - insurance, law or risk management a preference
• RE5 and Short-term insurance qualification is a preference
• Minimum 5 to 7+ years’ experience in the Marine Claims insurance
• 2 to 3 years’ experience in managing large teams
• Extensive experience with intermediary and service provider relationships management and engagement

KNOWLEDGE AND SKILLS

• Advanced knowledge of Marine insurance, claims investigation, coverage evaluation, reserving, insurance legal & regulatory environment, claims processes, applications/systems and procedures, and finance.
• Negotiation and conflict resolution skills.
• Demonstrated ability to build and maintain strong partnerships.
• Think analytically and critically
• Set direction and create alignment
• Lead, inspire, and motivate a team to achieve operational and business objectives by creating an inclusive and innovative culture where each individual feel 

COMPETENCIES

• Driving Strategy
• Commercial Orientation
• Client Centricity
• Decision Making
• Enabling Innovation
• Change Leadership
• Analysis and Judgement
• Attention to Detail
• Interpersonal Skills
• Leadership & Teamwork