Operations Manager: Non-Motor Desktop at Santam Insurance

WHAT WILL YOU DO?

• This position is responsible for providing strategic and operational direction to optimize and manage the end –to- end non-motor desktop claims value chain within the Santam Commercial and Personal Non-Motor Claims division. 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-,

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Establishing a clear operational vision aligned with company values and customer expectations.
• Setting challenging yet achievable departmental objectives. Clearly communicate objectives and performance expectations, monitor results and intervene, if/when necessary.
• Creating direction and communicate a business case for change by focusing on and addressing key priorities.
• Consistently serving as a role model across a spectrum of leadership qualities and objectives which include: Agile and adaptable, Delivers outcomes, Builds strong partnerships, Strives for excellence, and acts as team player.
• Managing day–to-day department operations to ensure that adequate resources and technical skills exist to investigate and adjudicate claims in accordance with company claim quality and service expectations.
• Participating in short-, medium-, and long-term strategic business planning for claims operations; prepares, recommends and manages to the department’s annual budget to ensure appropriate resource allocation and expense levels.
• Actively develop and engage claims employees to ensure optimal work environment. Focus staff on continuous improvement, looking for ways to build capabilities and drive organizational efficiency and effectiveness.
• Preparing and distributing management reports analysing and documenting department operations and performance; identifies, analyses, and reports on claims trends in the property insurance claims industry and within the profit centres that the department supports.
• Reviewing and approving claims, within assigned authority limits, appropriately refers expenses and settlements that exceed authority limits for approval.
• Monitoring and evaluating the claims reserve practices within the department and ensure that actual reserves are accurate and established promptly.
• Responsible for implementing effective processes with the aim of minimizing the risk to the company. 
• Ensuring compliance to company policies in processing transactions performed at the Non Motor Desktop.
• Meeting the prescribed client experience and satisfaction scores.
• Maintaining and developing the national footprint of the Non Motor Desktop (National role players:  Brokers, Clients, Service Providers, and Assessment Branches). 
• Focusing on optimising client centricity within the department and ensuring adherence to claims policy and philosophy.
• Managing the department’s finances and identifying Cost saving opportunities by evaluating Direction of Spend and liaising with different divisions (i.e. Procurement) to optimise partnerships.  
• Managing and coordinating the day to day operations of the Non-Motor Desktop department.
• Organising, communicating and interacting effectively with people of all levels.

QUALIFICATIONS AND EXPERIENCE

• Matric Grade 12
• Relevant Bachelor’s degree or equivalence
• Short-term insurance qualification 
• Minimum 7+ years’ experience in the short-term insurance industry of progressively more responsible related work experience, some of which in a management capacity. 
• At least 5 years of experience in a management role.
• Extensive experience with intermediary and service provider relationships and engagement.

KNOWLEDGE AND SKILLS

• Advanced knowledge of property insurance, claims investigation, coverage evaluation, loss assessment (both physical damage and financial loss), 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,
• Identify and prioritize high impact opportunities,
• 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 feels valued and thrives.
• Other desired skills include: planning/organizing work, communication (verbal, written, presentation, etc.), financial and technological acumen, and agility.