Job Description
The purpose of this position is to attain and maintain internal and external stakeholder relationships (intermediaries, customers, service providers, regional sales teams, motor and non-motor claims teams, client care, portfolio and key account managers, etc.), investigate claim escalations, aid with claim enquiries and attending to customer insight feedback in order to identify service gaps, customer insight, drive customer experience and continuous improvement within the Motor claim environment.
Key Responsibilities
- Identifying hurdles and areas of improvement preventing business unit from achieving their day-to-day targets/goals/touchpoints.
- Document and share actions plans by focusing on experimenting with new ideas on a small scale, taking learnings from these experiments and making small improvements on a daily basis
- Continuous Improvement - push customers down the funnel, and bring them one step closer to finalizing their claim by aiding with improvements and documenting reduced turnaround times and service level agreements, through process improvements
- Management of compliance to process SOP’s and SLA’s
- Management of good and poor customer insight and ensure customer insight targets are met
- Ongoing communication with Business Partners (internal & external)
- Ensure continuous streamlining of business processes
- Conduct root cause analysis and provide feedback to the relevant parties to find a solution
- Act as a bridge between clients and their business unit for motor
- Interact with clients/brokers through email, telephone, and in-person meetings
- Build relationships with key stakeholders and inform them of any changes within the environment which could affect the client’s experience
- Escalation of claims to the correct channels and manage complaints until resolved
- Tracking and reporting on operational complaints
- Meeting with VIP brokers in order to align them to the Motor strategy (Leverage off data dashboards to create broker packs)
- Constructive interaction in order to resolve customer concerns, operational challenges and add value at various customer touchpoints
Trends and Association channels:
- Customer Insight
- Close the service and experience loop on all Complaint channels – prevents functions for claim to progress and go forward
- National Santam Complaints Report
- OSTI Complaints
- Stakeholders Operational challenges/obstacles (staff, brokers and clients)
- Pain points in Clients Journey
- Motor Body Repairer Customer Insight dipstick
- Direction of Spend
- Claims Service Consultant TAT
- Assessment TAT
- Repair TAT
- Communication/service areas of improvement
- Applying Lean principles of fact finding (going to look and see for one’s self)
Metrics:
- Complaints Volume
- First response TAT
- Resolution TAT
- Frequency per trend
- Execution on projects to reduce certain trends
- Continuous Business Improvement
- Reporting: daily, weekly, monthly
- Monitor broker and client behaviour by analysing and translating information into knowledge for planning, decision-making and management of clients and brokers within claims by understanding segments, needs and facilitate where conflict is created within value offering
- Set, maintain and adhere to quality and customer experience standards in line with company and industry standards
- Communicate and enforce existing Santam policies, procedures and methodologies with brokers and clients to ensure adherence in line with claims policy and philosophy
Qualifications and Experience
- Matric/ Grade 12
- Degree, Diploma or Certificates in Business Process Improvement, change management, conflict management
- Customer centricity and insights experience
- Five (5) years’ experience in the motor and Short term Insurance industry (short-term insurance claims experience will be an advantage)
Personal attributes
- Information Seeking
- Analytical Thinking
- Directiveness
- Initiative
- Flexibility
- Client focus
- Cultivates innovation
Competencies
- Proven computer literacy including advanced MS Excel, MS Powerpoint & MS Word
- Ability to interact with diverse audience range
- Excellent analytical skills
- Excellent interpersonal skills
- Behavioural and situational analysis
- Skills in conducting and marketing Internal and External Communications
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
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What will you do?
The successful candidate will manage a team of Motor COE Assessors (Heavy Commercial Vehicle assessors, GIT assessors and Leisure claim Assessors) and cost: providing client satisfaction by monitoring targets, deadlines and compliance to service level agreements.
What will make you successful in this role?
- Strong people Management and Leading a senior team of assessors.
- Optimizing the team performance aligned to the Santam strategy
- Support company strategic objectives around profit, growth and cost reduction
- Drives employee engagement through continuous performance discussions and set out agreed team goals.
- Manage and report on business performance as well as build and maintain relationships
- Responsible to oversee the validation of motor COE claims after registration, assessment and quantification of the damages.
- Provide advice on settlement options and to ensure the indemnification takes place in line with Santam’s policies and procedures.
- Responsible for client care during the lifetime of the claim and to ensure that complaints are addressed and resolved timeous and amicable.
- Provide technical support and deliver a high-quality assessment service in the claims value chain (Broker, client, repairer, assessor and claims service consultant) regarding the COE vehicle & GIT repair process, and delivering superior client service.
- Overall responsible for building, maintaining and managing professional relationships the relevant
- repairer and Towing performance for the region and to ensure that the desired results are achieved
- Monitor and control the Average Repair Cost (ARC) and Average Cost per claim (ACPC), utilization of Alternative parts and repair v replacement of parts, Difference in Quotation v 1st Authorization v FRC, system and process compliance.
- Compiling management information, collating and evaluation of the same and to put measures in place to achieve the agreed goals supporting the national motor strategy.
Qualifications and Experience
- Matric/ Grade 12
- VDQ Qualification
- Post Matric Qualification / Business-Related Diploma or Degree
- Automotive Qualification (eg. Panel beating, Diesel Mechanic, Spray Painter, Body Builder, Auto Electrician, etc.)
- At least 5 years’ experience in Heavy Commercial Vehicle Assessing
- At least 3 years’ experience in managing a team or equivalent (advantageous)
- Performance management experience
- People management experience
Personal Attributes
- Driving Strategy
- Analytical Thinking and Information seeking
- Commercial Orientation
- Customer service orientation
- Decision Making
- Enabling Innovation
- Change Leadership
- Flexibility
- Focused Leadership
- Virtual Leadership
- Integrity
- Emotional Intelligence
Knowledge and Skills
- Business Acumen and Industry knowledge
- Communication skills to effectively communicate with internal and external stakeholders, Repairers and Assessors
- Heavy Commercial claims knowledge
- Motor adjustment knowledge of panel beating
- Excellent policy, Claims and underwriting knowledge
- Leadership skills
- Working with people and Interpersonal skills
- High level negotiation skills
- Performance Management and outcome orientated
- Planning and Organizing
- Computer Literacy
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
go to method of application »
Job Description
The purpose of this position is to determine the quantum and merit of segmented non motor claims by performing investigations, verifying the description of the event with the loss, negotiation (with client, intermediary, service providers) and settlement of claims within a delegated threshold and according to contract conditions.
Key Responsibilities
- Accountable for all claim interactions directly with the client/broker.
- Determine merits, quantum, item identification, buying.
- Negotiating and settling of claims with the insured/broker.
- Responsible for communicating with the client/broker from beginning to end and is the one contact person for the client/broker
- Ensures that the claim is handled efficiently.
- Effectively manages all relevant claims tasks and claims handling process to achieve timely settlement and to minimise leakage
- Identifies, investigates and resolves any issues relating to claims being handled in line with Santam policies and procedures such as Service Level Agreements, Standard Operating Procedures.
- Ensures that the claim is handled efficiently and identify and advise the intermediary/policyholder of the prescribed or most appropriate mechanism for resolving claims settlement disputes.
- Communicate the process from the start of the claim and act as contact person if the client needs more information.
Qualifications And Experience
- Matric/ Grade 12
- An insurance qualification is recommended
- 3 years’ experience in short term claims environment with focus in commercial and personal
- Experience in house contents accidental loss/damage claims
- Experience with all House contents lightning claims
- Experience with personal all risk claims
- Experience with buildings combined bursting & overflowing claims
- Previous geyser claims handling experience
- Personal & Commercial policy experience
- Experience with regards to assessment of Non-Motor claims
Competencies
- Client Service Orientation
- Analytical Thinking
- Information Seeking
- Drive for Results
- Organisational commitment
- Teamwork and Co-operation
Skills
- Computer Literate (MS Office Package)/ BPM
- Excellent communication skills (verbal & written)
- Ability to work under pressure
- Negotiating skills
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