Regional Claims Relationship Manager (North)(JG7) at Santam Insurance

WHAT WILL YOU DO

• The successful candidate will be responsible for managing a team of Claims Relationship Managers, ensuring that they are managing and maintaining professional relationships and the performance of MBRs, in line with Santam’s objectives. Additionally, the Manager will be responsible to provide technical support to the team regarding all aspects of the motor vehicle repair process, end-to-end.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Manage and oversee the daily operations of the CRM team with focus on the end-to-end motor vehicle repair process
• Manage and develop the performance of the CRM team, providing regular feedback, coaching and training to ensure staff are performing well within their targets
• Work closely with and providing technical support to other departments within the motor claims value chain
• Manage and develop relationships with service providers within the motor claims value chain, providing regular updates
• Identify and assist to develop and implement processes and procedures to improve the motor vehicle repair process
• Conduct regular audits to ensure quality and compliance
• Manage the budget of the CRM team, ensuring that resources are allocated effectively
• Stay up to date with industry developments and changes in regulations and ensure that the Company is compliant with all relevant requirements
• Monitor and control the following MBR KPIs:

Smart repairs:

• Smart repair technology
• Repair vs replace
• Normalised Cost Ratio (NCR)
• Average Repair Cost (ARC
• ARC plus Ancillary Cost (ACPC)
• Alternative Parts Utilisation
• Paint, Labour and Parts Ratio
• Difference in Quotation vs 1st Authorisation
• Difference in 1st Authorisation vs FRC
• Difference in Quotation vs FRC
• Additional request after FRC

Report on MBR and Santam system compliance and maintenance:

• Abuntex
• Qapter Connect
• AudaAudit
• RPM
• Parts Procurement Systems
• AudaTarget
• Santam Systems:
• BPM/ClaimCenter
• Initiate, lead and manage Supplier Performance Measurement meetings
• Monitor, Identify and Manage trends, agree upon action plan and monitor compliance
• Training, upskilling and coaching of reporting staff
• Report on supplier capacity
• Create daily, weekly and monthly reports for feedback
• Project and change management
• Manage and report on Catastrophic events

QUALIFICATIONS AND EXPERIENCE

• VDQ professional qualification, or Automotive body refinisher or, Automotive mechanic 
• At least 5 years’ experience in operation management in the motor vehicle repair and insurance industry
• Experience of managing a group of CRMs or similar professionals, with a particular focus on the automotive industry
• Experience in staff management, including performance management and staff development
• Experience in budget management and resource allocation 
• In depth knowledge of Abuntex products such as Qapter Connect, AudaTarget (NCR), AudaInvoice, Parts Procurement systems
• Good business acumen and understanding of business principles (profit, loss, margin, efficiency, etc)
• Bachelor's degree in business, finance, automotive engineering, or a related field (advantageous) 
• Expert knowledge in the relevant vehicle repair processes and repair methods
• Expert Microsoft Excel user

SKILLS AND KNOWLEDGE

• Excellent communication, negotiation and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders 
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions
• Performance management
• Knowledge of insurance industry regulations and requirements
• Familiarity with automotive engineering principles and terminology
• Ability to work well under pressure and manage multiple tasks simultaneously
• Ability to work independently with a high level of self-motivation and drive