Current Vacancies at Santam Insurance

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE
Strategic:

• Develop and implement operational strategies to achieve business objectives.
• Align departmental goals with company vision and mission.
• Foster strong relationships with key stakeholders (e.g., sales, underwriting, claims).

Operational:

• Oversee day-to-day contact center operations, ensuring efficiency and productivity.
• Manage staffing, scheduling, and resource allocation.
• Monitor and analyze key performance indicators (KPIs):
• Service Level (SL)
• Average Handling Time (AHT)
• First-Call Resolution (FCR)
• Abandon Rate
• Customer Satisfaction (CSAT)

Leadership:

• Lead, motivate, and develop a high-performing contact center team.
• Conduct performance reviews, provide feedback, and address performance gaps.
• Identify training needs and facilitate staff development.

Process Improvement:

• Analyze and optimize contact center processes and workflows.
• Implement quality control measures to ensure accuracy and consistency.
• Develop and maintain process documentation.

Risk and Compliance:

• Ensure adherence to regulatory requirements (e.g., FAIS, FSCA).
• Maintain compliance with company policies, procedures, and industry standards.

Technology and Infrastructure: 

• Oversee contact center technology (e.g., telephony, CRM).
• Ensure infrastructure reliability and uptime.

Reporting and Analytics: 

• Develop and maintain reporting frameworks.
• Analyze data to inform operational decisions.

Customer Experience:

• Ensure exceptional customer service delivery.
• Monitor and address customer complaints.

Other:

• Manage budgets and resources.
• Stay up to date with industry trends and developments.
• Participate in projects and initiatives to improve operations.

SKILLS AND QUALIFICATIONS

• Degree or Diploma in Business, Operations or related.
• FAIS compliant – Credits and RE (essential)
• 3 - 5 years Short Term Insurance experience (essential)
• 3 years Management experience in call centre operations management

COMPETENCIES

• Driving Strategy
• Commercial Orientation
• Client Focus
• Decision Making
• Enabling Innovation
• Change Leadership
• Continuous Leadership
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence

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JOB DESCRIPTION

• The position requires leadership skills and experience in short term insurance, specifically in a Legal Claims environment, as well as competency in general policy knowledge. The Claims Manager will be responsible for a team that deals with uninsured liabilities claims arising primarily out of motor vehicle accidents. 
• The Claims Manager will oversee the financial performance and efficiency of the team as well as the internal and outsourced motor assessing functions. The individual will also be required to establish and maintain quality standards that drive client delight, cost efficiency, process compliance and deliver first time right service.
• The following accountabilities are applicable:
• Manage and report on team performance;
• Manage human capital and development of staff;
• Set goals for team and manage team capacity;
• Ensure compliance to contracted service levels and optimised processes;
• Mandate to handle claims, by exception;
• Participate in ad-hoc projects and improvements;
• Ensure adherence to various policies, legislative requirements;
• Responsible for staff morale;
• Manage internal and external relationships;
• Continually review and measure team activities against targets, standards and service levels, agreeing and taking actions to improve capability and performance so that the team achieves its maximum potential;
• Lead and motivate team;
• Apply basic statistical analysis to track performance variations;
• Resolve operational performance variations;
• Escalate irresolvable problems to higher levels.

QUALIFICATIONS AND EXPERIENCE

• Matric
• Law Degree
• Admitted Attorney (advantageous) 
• Minimum 5 years short-term insurance experience.

Proven track record of successful people leadership and process improvement. 

KNOWLEDGE AND SKILLS

• Knowledge and practical experience in Civil Litigation 
• Insurance process and product knowledge
• Analytical and problem-solving
• Delivery/results orientation
• Conflict Resolution
• Business Acumen
• Capacity management and planning
• Time Management     
• Negotiation
• Planning and execution
• Communication

COMPETENCIES

• Driving strategy;
• Client focus;
• Enabling Innovation
• Change leadership;
• Talent enablement;
• Teamwork and collaboration;
• Building networks and good relations;
• Leading & supervising;
• Coaching & development;
• Performing under pressure;
• Planning & organizing;
• Problem solving;
• Producing creative solutions; and
• Negotiating and getting agreement.