Fresh Jobs at Santam Insurance

What will you do?

• The Senior Manager: Group Forensic Services will have oversight and provide strategic direction to the Group Forensic team so that the team can meet its objectives of responding to incidents of misconduct committed within or against Santam and provide these specialist services across the Group. 
• They will ensure that there is an effective framework which will prevent, detect, investigate and remediate incidents of misconduct and monitor its effectiveness. 
• The incumbent will be a subject matter expert in the Group on all activities linked to the Forensic functions and is regularly consulted on such matters.

What will make you successful in this role?

• Talent management: To ensure that the Forensic team is properly resourced with diverse specialists who render specific functions to support the Business Integrity strategy within the different disciplines
• Effective strategy for Forensic Services: to ensure that that is an effective strategy/framework for the Group Forensic Services
• Creating and maintain a whistle-blowing culture: to ensure that there is a complainant driven whistle-blowing platform to receive allegations of misconduct which is aligned to legislative requirements
• Integrating technology as an enabler in the Forensic process: Identifying opportunities to optimise the team’s output by utilising technology as a tool 
• Supporting SAS Fraud Framework: Contributing to the implementation and refinement of the SAS Fraud Framework
• Knowledge management projects: Ensuring that there are appropriate platforms in place for knowledge sharing to business by reporting and creating awareness on insurance crime trends
• Promote governance: ensuring policies are in place to support a positive culture across the Group
• Ensure governance alignment across the Group: Review supporting policies for subsidiaries to ensure alignment to Santam
• Maintain a productive team with accurate measures: Set targets for Forensic team productivity and monitor the achievement of these targets. Processes in place to keep accurate statistics. Reporting to SESCo and management on team productivity and successes
• Deliver top quality service: Ensure effective quality assurance processes in place
• Coaching and mentoring: Provide oversight and guidance on complex insurance crime investigations
• Building and maintaining collaborative and meaningful partnerships: Participate and contribute to industry relevant bodies
• Effective stakeholder engagement: Framework in place to support stakeholder management both internal and external
• Best practices: Conducting research to ensure that the Forensic function has methodologies and practices which are aligned to industry and/or international best practices

Qualification and Experience

• Masters in Forensic Investigation
• Masters in Law or LLB
• Professional designation as CFE (Certified Fraud Examiner); FP(SA) (Forensic Practitioner)
• Experience in leading and managing forensic investigation teams (10-15 years)
• Experience in the investigation of commercial crime cases namely fraud and corruption (10-15 years)
• Good understanding and working knowledge of law enforcement processes from investigation to prosecution (10-15 years)
• Experience in criminal and civil litigation processes (3-5 years)
• Experience in conducting cyber related investigations (10-15 years)
• Drafting and reviewing of governance policies (corruption, fraud, fraud response plan, whistle-blower) and reports (10-15 years)
• Implementation whistle-blowing platforms
• Exploiting technology as a tool to proactively manage fraud & corruption (5-10 years)
• General insurance experience (5-10 years)
• Computer literate (3-5 years)
• Ability develop tools to measure, track and report on investigation, ethics and intelligence productivity (3-5 years)
• Experience in engaging and briefing subject matter experts (3-5 years)

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The role

• This exciting opportunity is available within Strategic Partnerships (a department of Santam Partnership Solutions) at our Alice Lane (Sandton) or Bellville (Cape Town) office.

What will you do?

• The Customer Value Manager is responsible for driving execution and delivery of customer value strategies by ensuring cross-sell, upsell, retention, and engagement initiatives are implemented effectively. This is achieved through close collaboration with internal teams (marketing, product, IT, analytics) and external partners, leveraging customer insights, data, and digital platforms to operationalise campaigns and initiatives.
• The role exists to act as the driver who gets things done, unlocking measurable growth, enhancing customer experience, and ensuring sustainable profitability across Santam’s customer base and partner ecosystems.

What will make you successful in this role?

• Develop and execute customer value strategies to drive cross-sell, upsell, retention, and increased lifetime value
• Segment and analyse customer data to identify opportunities, behaviours, and product gaps
• Design and implement customer engagement initiatives (campaigns, journeys, loyalty, digital touchpoints)
• Collaborate with Product, IT, and Marketing teams to operationalise value initiatives and ensure delivery
• Monitor, measure, and report on customer KPIs (retention, churn, NPS, cross-sell uptake, revenue per customer)
• Drive partner enablement by supporting external partners in executing CVM strategies aligned to Santam’s objectives

Qualification and experience

• Bachelor’s degree or higher qualification in Business, Marketing, Finance, or a related field is required.
• A postgraduate qualification such as Honours, Postgraduate Diploma, or equivalent would be advantageous.
• In some cases, extensive experience and specialised industry knowledge in customer value management, analytics, or financial services.

Skills

• Business acumen
• Analytical Thinking
• Communication & Influence
• Brand Knowledge
• Attention to Detail
• Customer Insight & Focus
• Problem Solving
• Project Management
• Performance focus
• Planning & Organising

Competencies

• Collaboration
• Drives results
• Client focus
• Flexibility and adaptability
• Cultivates innovation
• Reporting and administration
• Data analytics, management and integration
• Stakeholder management
• Negotiation