Active Jobs at Santam Insurance

Job Description

• Work in this job family stream is concerned with managing commercial risk by providing specialist technical underwriting advice. COE is a highly technical role with strong client focus. The key focus is on underwriting new and existing business to maintain profitability while also creating a platform to aid the growth process.

Principal Accountabilities

• Effective underwriting of complex risks (new business, renewals, adhoc)
• Identifying reinsurance and appropriate action
• Effective screening actions
• Providing quality and correct feedback on high level technical queries
• Working within higher level mandates
• Ownership of nonstandard commercial products
• Negotiating with internal and external clients 
• Building and maintaining relationships at various levels within the organisation including CCC, Distribution and HO underwriting
• Strong retention (profitability and growth) focus

Qualifications and Experience

• A minimum of 5 years underwriting experience within a shortterm Commercial insurance industry required. 
• Grade 12
• IISA professional membership (licentiate / associate)
• FAIS compliant: 120 credits on NQF level 5 (Commercial Lines)
• Proficiency in MS Word and Excel
• Regulatory Examination (RE)
• Extensive commercial shortterm insurance knowledge 
• A good understanding of contact centre processes, SLA’s and commercial quoting tools.
• Meet the required mandates to fulfil the role as described (May require further formal assessment)

Competencies

• Delivering results and meeting client expectations
• Ability to cope with conflicting demands and to prioritise tasks
• Ability to influence 
• Enterprising and commercial thinking
• Deciding and initiating action 
• Relating and networking
• Analysing
• Applying expertise and technology
• Achieving personal work goals and objectives
• Continuous professional development
• Researching
• Planning and organising
• Writing and reporting
• Following instructions and procedures

Skills

• Good communication and negotiation skills
• Strong client service orientation
• Strong analytical skills
• Ability to work under pressure
• Strong sense of selfmanagement
• Strong relationship building and network skills (internal and external parties)

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JOB DESCRIPTION

• The Risk Surveyor is tasked with assessing risk while applying technical knowledge. Surveyors conduct detailed risk assessments on the risk, as well as provide an in-depth view to underwriters assisting them to underwrite the risk appropriately, more specifically:
• Conducting physical surveys as well as desktop surveys (when required).
• Review external surveys as required and provide summery of the risk and risk reduction requirements.

KEY RESPONSIBILITIES

• The role of a surveyors is to understand all types of risks and its exposures that we write and provide a view on whether continued business is viable.  This required risk surveyors to be technically skilled.
•  The risk information provided by the surveyors allows the organisation to determine whether the risk will be treated, tolerated, terminated, or transferred. This function is at the core of capabilities provided by the risk surveying team. The role of the risk surveyors translates Santam’s aspiration of being a risk management partner into action.
• The surveying role is a critical function within risk services. Surveyors conduct site inspections and evaluate risks based on information provided by clients, and by desktop reviews of previous surveys and information and photographs provided by clients and brokers.
• This role allows for a surveyor to work independently and to assess risks according to Santam’s and National standards.  This position has a training component in that to become proficient in more complex risks the surveyor may work under supervision of a Senior and Head Surveyor as well as provide some on the job training where required.  The surveyor will work within the prescribed parameters of the role and the relevant Head Surveyor.
• This role may have a consulting function where the surveyor will be called upon to consult on risks and to provide advice to Surveyors, Underwriters, Relationship managers, Technical managers, Brokers and Clients regarding the risk and alternatives to the risk reduction requirements.

Survey delivery requirements:

• Conduct surveys within the required SLA.
• Achieve the agreed productivity levels.
• Provide feedback and corrections to supervised surveys.
• Provide feedback on all queries received.
• Provide the appropriate advice to clients, Brokers and internal staff as required.
• Review external survey report and provide feedback.
• Understanding all the legislative requirements/Bylaws
• Understanding the area of operations and hazards (Geographical areas and risks associated) (Process in respect of production and the function and safety of the machinery)
• Interact with various stakeholders (distribution, operations, underwriting and intermediaries) to ensure delivery of our world class surveying competency.
• Provide feedback and comment on rational designs.

Stakeholders 

• Engage with internal and external stake holders (Broker Distribution, Operations etc.) to get buy-in and understanding of our need to survey risks and ensure effective execution of survey processes.
• Provide surveying guidance and support to all Santam Group companies including MiWay, SEM, Namibia and Specialist business as required.
• Engage with external stakeholders (brokers) to educate/ inform, where relevant, and explain survey processes or risk reduction requirements.

QUALIFICATIONS AND EXPERIENCE

• 3+years of risk surveying or related experience
• Matric and ideally a Fire Service Qualification, Technical Engineering Degree or Diploma, or relevant qualification, Minimum NQF level 4  
• Valid driver's license
• Computer literate in Excel, Word, Presentations, etc.   
• Competency at previous level and proven competence at risk surveying, with experience in retention class and exposure stipulated above.
• FPA advanced courses, risk prevention strategies, technical training for related risks - entry level Prive, high hazard risks and thatch.

SKILLS AND KNOWLEDGE

• Ability to learn and research.
• Ability to manage own work environment.
• Good analytical and problem-solving skills and abilities
• Communication Skills
• Understanding of basic fire hazards, firefighting, risk identification
• Basic report writing
• Use of MS Office Products
• Use of policy information systems
• Work in other regions
• Capacity to operate under pressure
• Self-starter
• Knowledge of Underwriting and underwriting processes
• Knowledge of the policy wording

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WHAT WILL YOU DO?    

• The SOS Contact Centre Agent is responsible for providing exceptional client service by accurately registering and processing Motor and Non-Motor insurance claims, as well as Value-Added Services requests. The incumbent will assist brokers, clients, and internal stakeholders with claims-related enquiries through various communication channels while ensuring compliance with company policies, procedures, and regulatory requirements.
• This role forms part of a 24/7 operational Contact Centre, and successful candidates will be required to work shifts, including evenings, weekends and public holidays, in accordance with business requirements.

The role includes, but is not limited to, the following responsibilities:

• Answer inbound calls and accurately register Motor and Non-Motor insurance claims, including emergency and Value-Added Services requests.
• Capture and process claims in accordance with policy terms, underwriting guidelines and operational procedures.
• Register incidents for claims that cannot immediately be processed on the system, ensuring compliance with prescribed processes and communicating the relevant disclaimer to clients.
• Conduct required validations, including Natis checks, PDP checks, premium validations and other policy-related verifications.
• Respond professionally to client, broker and internal enquiries across various communication channels while delivering a high standard of customer service.
• Ensure all interactions are handled accurately, efficiently and within agreed service level standards.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

Claims Registration and Administration

• Register and process Motor and Non-Motor claims in accordance with policy terms, conditions and system requirements.
• Process Straight Through Processing (STP) claims where applicable.
• Accurately capture and maintain all relevant client and claims information.
• Ensure all claims are registered in compliance with internal controls, governance standards and regulatory requirements.

Client Service Excellence

• Deliver professional, efficient and empathetic service to clients, brokers and business partners.
• Answer calls promptly and manage inbound enquiries in line with service level agreements.
• Resolve client queries and complaints effectively or escalate where necessary.
• Build and maintain positive relationships through consistent, high-quality service delivery.
• Monitor and action work queues and dashboards daily to ensure timely completion of outstanding tasks.

Operational Excellence

• Meet and exceed agreed Key Performance Indicators (KPIs) and Key Performance Areas (KPAs).
• Maintain high levels of quality, productivity and accuracy.
• Demonstrate flexibility by supporting changing operational requirements within a 24/7 environment.
• Attend all required training, coaching and development initiatives.
• Contribute positively to team objectives and continuous improvement initiatives.

QUALIFICATIONS AND EXPERIENCE

• Grade 12 (Matric).
• Minimum 3 years' experience in Short-Term Insurance Claims, with exposure to Motor and/or Non-Motor Claims being essential.
• Fluent in both English and Afrikaans (spoken and written) – this is a mandatory requirement.
• Previous Contact Centre experience within the insurance industry will be advantageous.
• Strong computer literacy, including MS Office and Santam systems (or equivalent insurance systems).
• Demonstrated commitment to delivering exceptional customer service.

SKILLS AND KNOWLEDGE

• Sound knowledge of Short-Term Insurance products, policies and claims processes across Motor and Non-Motor portfolios.
• Understanding of insurance legislation, policy wording and claims procedures.
• Strong client service orientation with the ability to manage difficult conversations professionally.
• Excellent verbal and written communication skills in English and Afrikaans.
• Ability to work effectively within a fast-paced, high-volume Contact Centre environment.
• Trauma handling and emotional resilience.
• Strong problem-solving and decision-making skills.
• Excellent attention to detail and accuracy.
• Effective negotiation and conflict resolution skills.
• Computer literacy and proficiency in relevant systems and applications.
• Ability to collaborate effectively across internal and external stakeholder groups.

COMPETENCIES

• Drives Results
• Customer Focus
• Decision Quality
• Action Orientated
• Collaborates Effectively
• Communicates Effectively
• Situational Adaptability
• Optimises Work Processes
• Emotional Intelligence
• Critical Thinking
• Resilience
• Planning and Organising
• Attention to Detail
• Flexibility and Adaptability
• Continuous Improvement Mindset

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Purpose of the role:

• The Head of Outwards Reinsurance is responsible for the design, placement, optimisation, and governance of all outwards reinsurance arrangements across Santam Limited’s global insurance and reinsurance portfolio.
• Working closely with the Santam Re & International Chief Executive Officer, Santam Group Chief Risk Officer and Santam Group Chief Underwriting Officer, this role ensures that the reinsurance strategy effectively supports the Santam Group’s capital, volatility, and growth objectives.
• Maintenance of core relationships with global reinsurers, institutional brokers and internal stakeholders is key to being successful in this role. The Head of Outwards Reinsurance leads all aspects of treaty and facultative purchasing, reinsurance analytics, portfolio insight, and regulatory compliance in alignment with the Santam Group’s risk appetite statement and international best practice.
• LOCATION: Cape Town or Johannesburg

What will you do?

Reinsurance Strategy, Structuring, and Placement

• Maintain, optimise and structure the group-wide outwards reinsurance program and ensure alignment with the group’s underwriting, capital, and risk objectives.
• Lead the annual treaty and facultative renewal cycle, including programme design, market engagement, pricing negotiations, and final placement. Collaborate closely with the CEO of Santam Re & International, as well as the group CRO and CUO, respectively.
• Assess and optimise the structure of proportional, non-proportional, and facultative covers based on the needs analysis performed for each division / entity within the group.

Reinsurance Analytics, Modelling, and Portfolio Insight

• Collate and review the reasonableness of actuarial and exposure-modelling work supporting reinsurance purchase decisions (e.g. catastrophe modelling, loss modelling, stochastic simulations).
• Analyse portfolio performance, accumulation trends, loss patterns, and emerging risks to inform reinsurance appetite based on each division’s own risk appetite, while ensuring compliance with the group’s risk appetite statement.
• Interpret internal and external data sources to improve reinsurance optimisation and to develop pricing leverage.

Market Engagement and Relationship Management

• Build and maintain strong relationships with global reinsurers, brokers, and advisory partners.
• Lead market presentations, due-diligence sessions, and reinsurer engagement materials.
• Monitor reinsurance market trends, capacity changes, pricing cycles, and competitor behaviours to anticipate strategic implications. Communicate these insights to key decision-makers within the group to support a culture of continued improvement in decision making.

Operational Execution, Governance, and Compliance

• Ensure end-to-end documentation, contract certainty, and timely execution of reinsurance placements.
• Oversee reinsurance accounting, bordereaux quality, and claims recoveries in partnership with the finance and claims teams, respectively.
• Maintain compliance with all applicable laws and regulations within span of control. This includes ensuring compliance with all group policies which attach to the outwards function.
• Maintain and optimise an environment which fosters industry-leading standards for reinsurance governance and decision-making, including policies, procedures, and internal controls.
• Leadership, Stakeholder Management, and Internal Collaboration
• Lead and mentor the reinsurance team, promoting technical excellence and continuous development.
• Identify, initiate and drive actions that support a highly engaged team
• Partner with underwriting, actuarial, finance, financial risk management, and the group risk team on strategy alignment and execution.
• Provide executive-level reporting to group committees, boards, and other interested stakeholders.
• Drive a culture of analytical rigour, transparent communication, and commercial decision-making based on sound data and a clear view of functional and group strategy.

What will make you successful in this role?

Minimum Requirements:

• You have a minimum of more than 5 years  of experience in reinsurance, ideally with practical experience optimising and placing outwards programs for P&C insurers / P&C bancassurers.
• Demonstrated experience negotiating program placements through the renewal cycle, driving towards a positive outcome for the reinsured. These include complex, multi-line portfolios which span across divisions within the Santam Group.
• You have a good understanding of the reinsurance marketplace in South Africa and globally, as well as knowledge of the global reinsurers who offer capacity in our chosen classes and markets. You can translate this knowledge into actionable insights, driving strategic decision making supported by data and analytics. 
• You have good relationships with both institutional brokers and global reinsurers.
• You have excellent communication (written and spoken) as well as presentation skills and are adept at presenting to forums of C-suite executives. You are comfortable leading international market presentations during placement roadshows.
• You have a bachelor’s degree in actuarial science / risk management / insurance / finance or a related quantitative field, backed by the relevant experience necessary to lead one of Africa’s largest P&C reinsurance placements. Actuary / nearly qualified actuary will enjoy a distinct advantage (FIA / FASSA).
• You have strong analytical and problem-solving skills, with the vision to see solutions beyond current system / process capabilities.
• You can adapt, and thrive, in a fast-paced and evolving environment where you will need to roll up your sleeves.
• You are adept at leading and mentoring diverse, high-performing teams and proactively supporting team members (including indirect reports within your structure) who may need guidance to perform at the required level.
• You are open to both local (within South Africa) as well as international travel as required by the business.