Team Manager Claims Admin at Santam Insurance

What will you do?

• A position is available at Santam Claims Non-Motor Front Office for a position as a Documents Processing and Administration Team Manager.

JOB PURPOSE

• The successful candidate will manage people, costs, quality, providing client satisfaction by monitoring and meeting targets, deadlines, and compliance to Service Level Agreements. The duties include ensuring the outputs and various targets of the team are achieved. Resolve stakeholder enquiries. The successful candidate will conduct performance appraisals for direct reports. Handling of performance related issues and disciplinary matters and monitoring performance.
• The successful candidate will together with the team create opportunities to identify and implement processes improvement in their environment with the goal to achieve best practise and development of staff. In addition, ensure staff resource planning and reporting on adherence and deliver manager reports.

What will make you successful in this role?

Key Responsibilities:

• Ensure compliance with Santam, industry and legal regulatory requirements ensuring TCF and POPIA are embedded in the process.
• Ensuring that the various targets of the team are achieved.
• Ensuring compliance with various timelines in terms of the current processes
• Deal with escalations to and from other departments
• Resolve client / broker enquiries and complaints.
• Identify and implement improvement opportunities.
• Provide feedback to leaders and management team.
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward thinking.
• Collaborate on initiatives / projects.
• Evaluating and measuring customer satisfaction and other performance outcomes
• Managing of external and internal relationships
• Managing performance related issues and employee relations
• Analyze, assess and calculate the cost of non-quality data in Santam’s operational systems.
• Design and implement data quality reports for management and business unit.
• Document and maintain metadata about data elements in the metadata repository (e.g., rules, formulas, definitions, terminology). The metadata will be used to standardize terminology, definitions, etc. across platforms.
• Establishing standards for data definition and usage, developing data quality measures and participating in data correction efforts.
• Maintain information policies and procedures.
• Maintain information archiving and disposal procedures.
• Work with business units and determine essential information requirements.
• Broad experience using various IT tools for data queries, retrieval, reports, and data quality.
• Excellent problem-solving skills, including ability to anticipate problems and use judgment appropriately to plan solutions.
• In depth knowledge of short-term insurance business processes and data structures.
• Business analysis knowledge and techniques.
• Ability to work effectively with a wide range of people with diverse backgrounds and skill levels.
• Well-developed multi-tasking skills in a fast-paced environment.

Qualification and Experience

• Grade 12
• Insurance related qualification 
• Relevant Diploma/ B Degree (advantageous)
• Lean-Six Sigma Blackbelt certification(advantageous)
• Must be computer literate (MS Word, MS Excel and MS Power Point)
• Must have at least 5 years short-term claims insurance industry experience
• 2-4 years’ experience in leading people
• Good understanding of Contact Centre processes and SLA’s
• Strong client service orientation
• Ability to work independently and under pressure.

Knowledge and Skills

• Strong conflict management, negotiation and communication skills
• Strong conceptual development
• Strong analytical and problem-solving skills.
• Strong leadership skills
• Good interpersonal skills
• Good planning skills
• Ability to articulate complex or technical concepts and issues in business terms.
• Knowledge of claims processes and claims handling skills
• Working knowledge of Santam Systems (e.g. BPM, Main Frame, Qlikview, ClaimCenter)
• Personal & Commercial Lines knowledge

Personal Attributes

• Business insight - Contributing independently
• Manages complexity - Contributing independently
• Plans and aligns - Contributing independently
• Interpersonal savvy - Contributing independently

Core Competencies

• Cultivates innovation - Contributing independently
• Customer focus - Contributing independently
• Drives results - Contributing independently
• Collaborates - Contributing independently
• Being resilient - Contributing independently