Fresh Jobs at Santam Insurance

What will make you successful in this role

• Supporting Santam sales strategy & business plan in line with the regions targets
• Establish and manage strong relationships with brokers including business managers.
• Growth and profitability of allocated broker portfolio 
• Work with brokers in developing a business plan to grow business. 
• Assist in identifying new potential brokers and opportunities for business growth.
• Awareness of competition and market information 
• Facilitate the sales process and ensure that brokers deal with correct channels. 
• Facilitate conversion of quotes
• Build relationships with internal stakeholders for ease of managing portfolio.
• Ensuring compliance of broker portfolios with respective internal governance controls
• Monthly analysis of figures down to broker level
• Report at Broker Services regional meetings
• People management(service consultant)

Qualifications and Experience

• Matric Qualification 
• Insurance related qualification or business degree will be advantage.
• FAIS Compliant (120 credits on NQF level 5) 
• Regulatory exam compliance.
• At least 3 years personal lines and 5 years commercial experience in an operational environment involving responsibility of a large portfolio of broker business.
• Good Operational experience with regard to commercial business on external platform
• 5 years sales experience in the short-term insurance sector 
• 5 years’ experience in maintaining and growing a profitable portfolio of Commercial and personal insurance.

Personal Attributes

• Drives results.
• Deciding and initiating action
• Leading and supervising
• Collaborates
• Client focus
• Flexibility and adaptability
• Cultivates innovation.
• Strategic decision making
• Analytical thinking
• Influencing/ gaining commitment
• Business acumen
• Coaching and development

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What will you do?

• The successful candidate will be required to handle the Reception area and provide support and customer service with a high level of professionalism and courtesy that leaves a good impression and builds upon a solid reputation. 
• They would also provide general administrative support, such as booking meeting rooms, scheduling meetings, printing, photocopying, as well as other general administrative duties.

Qualification and Experience

• Matric qualification/ Grade 12  
• 3 years’ experience of reception / customer service 

Knowlegde and skills 

• MS Office –Word, Excel, PowerPoint and Outlook
• Good communication skills, both verbal and written
• Client service orientated
• Diplomatic, composed and tactful
• Attention to detail 

Personal Attributes

• Professional conduct 
• Collaboration
• Innovation
• Customer Focus 
• Capacity to operate under extreme pressure
• Strong quality and client service orientation 
• Ability to drive decisions and work independently
• Strong research and learning orientation
• Strong analysis skills
• Conceptual flexibility and ability to understand the context and bigger picture
• Communicate complex concepts in easy to understand manner
• Resilience 
• Administrative practices 
• Analytical Thinking 
• Information Seeking 
• Drive for Results 
• Organisational Commitment 
• Teamwork and Co-operation
• Customer Service Orientation 

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WHAT WILL YOU DO?

• The Non-Motor Desktop Claims Manager will manage a team of Non-Motor Desktop Assessors and costs: providing client satisfaction by monitoring targets, deadlines and compliance to service level agreements. The incumbent will also be responsible for managing, supporting and developing the staff in order to ensure superior service delivery. The role will also require leading, coaching and motivating staff to ensure that they fully comprehend and are capable of delivering their responsibilities.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Responsible to oversee the validation of non-motor claims after registration, adjustment 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 timeously and amicably and the overall client service management.
• Best practice in respect of people management.
• Process and operations management.
• Ensure all operational problems are rapidly analyzed and resolved. 
• Setting goals and making the most of the people, finances and technologies in order to realize those goals.
• Assist with the implementation of new initiatives and projects.
• Manage performance related issues and disciplinary matters.

QUALIFICATIONS AND EXPERIENCE

• Grade 12
• Insurance related qualification
• Computer literate (MS Word, MS Excel and MS Power Point)
• Must have short-term insurance qualification
• A Bachelor's Degree or studying towards it.
• Experience in high volume processes management
• At least 5 years’ experience in Non-Motor assessing. 
• 3-5 years’ experience in managing a team
• 5-10 years’ short-term insurance experience   
• Performance management experience. 

KNOWLEDGE AND SKILLS

• Experience in developing & coaching staff
• Excellent policy knowledge 
• Claims and underwriting knowledge
• Must have people management skills
• Leadership skills
• Interpersonal skills
• Excellent communication and negotiation skills
• Computer Literacy

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WHAT WILL YOU DO?

• This position is responsible for providing strategic and operational direction to optimize and manage the end –to- end non-motor desktop claims value chain within the Santam Commercial and Personal Non-Motor Claims division. As well as achieve superior claims outcomes through effective workforce/talent management, claims quality and service delivery, and the use of technology and data analytics. The successful incumbent will also be accountable for participating in short-,

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Establishing a clear operational vision aligned with company values and customer expectations.
• Setting challenging yet achievable departmental objectives. Clearly communicate objectives and performance expectations, monitor results and intervene, if/when necessary.
• Creating direction and communicate a business case for change by focusing on and addressing key priorities.
• Consistently serving as a role model across a spectrum of leadership qualities and objectives which include: Agile and adaptable, Delivers outcomes, Builds strong partnerships, Strives for excellence, and acts as team player.
• Managing day–to-day department operations to ensure that adequate resources and technical skills exist to investigate and adjudicate claims in accordance with company claim quality and service expectations.
• Participating in short-, medium-, and long-term strategic business planning for claims operations; prepares, recommends and manages to the department’s annual budget to ensure appropriate resource allocation and expense levels.
• Actively develop and engage claims employees to ensure optimal work environment. Focus staff on continuous improvement, looking for ways to build capabilities and drive organizational efficiency and effectiveness.
• Preparing and distributing management reports analysing and documenting department operations and performance; identifies, analyses, and reports on claims trends in the property insurance claims industry and within the profit centres that the department supports.
• Reviewing and approving claims, within assigned authority limits, appropriately refers expenses and settlements that exceed authority limits for approval.
• Monitoring and evaluating the claims reserve practices within the department and ensure that actual reserves are accurate and established promptly.
• Responsible for implementing effective processes with the aim of minimizing the risk to the company. 
• Ensuring compliance to company policies in processing transactions performed at the Non Motor Desktop.
• Meeting the prescribed client experience and satisfaction scores.
• Maintaining and developing the national footprint of the Non Motor Desktop (National role players:  Brokers, Clients, Service Providers, and Assessment Branches). 
• Focusing on optimising client centricity within the department and ensuring adherence to claims policy and philosophy.
• Managing the department’s finances and identifying Cost saving opportunities by evaluating Direction of Spend and liaising with different divisions (i.e. Procurement) to optimise partnerships.  
• Managing and coordinating the day to day operations of the Non-Motor Desktop department.
• Organising, communicating and interacting effectively with people of all levels.

QUALIFICATIONS AND EXPERIENCE

• Matric Grade 12
• Relevant Bachelor’s degree or equivalence
• Short-term insurance qualification 
• Minimum 7+ years’ experience in the short-term insurance industry of progressively more responsible related work experience, some of which in a management capacity. 
• At least 5 years of experience in a management role.
• Extensive experience with intermediary and service provider relationships and engagement.

KNOWLEDGE AND SKILLS

• Advanced knowledge of property insurance, claims investigation, coverage evaluation, loss assessment (both physical damage and financial loss), reserving, insurance legal & regulatory environment, claims processes, applications/systems and procedures, and finance.
• Negotiation and conflict resolution skills.
• Demonstrated ability to build and maintain strong partnerships,
• Think analytically and critically,
• Identify and prioritize high impact opportunities,
• Set direction and create alignment, 
• Lead, inspire, and motivate a team to achieve operational and business objectives by creating an inclusive and innovative culture where each individual feels valued and thrives.
• Other desired skills include: planning/organizing work, communication (verbal, written, presentation, etc.), financial and technological acumen, and agility.

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Job Purpose

• The Quality Assurance Consultant monitors and analyses the interactions of agents and customers to provide feedback to the employees and managers on adherence to policies, procedures and customer experience whilst maintaining relationships with business partners. 
• Quality Assurance also supports operations on the following skillsets; Policy Maintenance (all skillsets, including survey), Issuance of new business (including bulk business), Sales, Online support hub, Broker liaison officer and Centre of Expertise, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy. 
• Support the PLCC to sustain profitable growth through effective evaluations and coaching of staff. 
• Identify opportunities for evaluations, guided self-evaluations and coaching of staff for training or process improvement while facilitating employee development. 
• The Quality Assurance Consultant will execute targeted audits of both live and historical interactions. 
• The Quality Assurance Consultant is required to conduct Quality Information Sessions with agents as required.
• Qualitative and Quantitative Reporting (Daily, Weekly and Monthly performance and trend analysis) will also form an integral part of the job requirement. 
• The Quality Assurance Consultant is to adhere to the Calibration process, to ensure that there is alignment amongst the team and that they are upholding the same expectations.
• The Quality Assurance Consultant must remain current on all Standard Operating Procedures in the PLCC and identify / highlight process improvement opportunities.

Key Responsibilities

• Plan and assist in conducting of regular quality and risk review procedures 
• Accurate measurement data quality 
• Identify improvement opportunities 
• Provide feedback to Individuals and Leaders 
• Implement improvement opportunities 
• Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward looking 
• Help to ensure that the PLCC operates in accordance with relevant regulatory and legal requirements and works to ensure that awareness of such requirements is raised and promoted throughout this area 
• Collaborate on initiatives / projects 
• Evaluating and measuring customer satisfaction and other performance outcomes 
• Design and develop QA templates
• Standard Operating Procedure (SOP) adherence
• Support team engagement and teamwork

Qualifications and Experience

• Qualification: 
• Matric / Grade 12
• Short term insurance related qualification (min NQF lev 4); or similar  
• RE is advantageous 

Experience and Knowledge

• Minimum of 3 – 5 years’ experience in short term insurance, Personal Lines
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya and USD). 
• Coaching skills and experience
• Previous Quality Assurance experience advantageous 
• Excellent computer literacy, particularly Intermediate Excel 
• Report writing experience an advantage
• Experience in a client service environment 
• Experience in contact centre technology applications 
• Good understanding of basic financial principles, e.g. profit, growth, etc. 
• Good understanding of contact centre processes and SLA’s  

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JOB DESCRIPTION

• The candidate will understand premium and profit objectives through brokers by building relationships that will ensure growth and retention through creative and attentive marketing, underwriting and risk management strategies.                                                                                    

KEY ACCOUNTABILITIES

• Ensure a consistent and detailed understanding of the sales targets, goals, performance levels, products, business rules and conditions.
• Ensure a consistent detailed understanding amongst brokers of their growth targets, goals, performance levels, available products and any compliance requirements .
• Establishing strategies to further grow the portfolio and contribute ideas, leadership and innovation
• Utilise technology to manage data and the performance of the portfolio under management
• Prospecting for new brokers as well as business development opportunities.
• Engaging with Underwriting, Claims and Finance teams
• Ensure alignment of quality standards
• Ensure alignment of business processes
• Ensure brokers operate within agreed mandates
• Comply with corporate governance policies, procedures and standards
• Serve as the primary contact point for broker staff to build and maximise the broker relationship
• Effectively drive and deliver on business model to ensure performance targets are achieved in line with strategy
• Ensure continuous strategic and business alignment between brokers and business
• Display a deeper understanding of and ability to market effectively all Santam Heavy Haulage products
• Identify and drive opportunities to improve and enhance product and service offerings
• Keep abreast of market conditions and trends and relevant industry regulations
• Prepares and maintains a market analysis, including competitor information in order to provide input on distribution, product, price and promotion strategies
• Effective participation in any relevant industry related functions and forums and participate in continuing education and other learning opportunities
• Ensuring credibility with brokers by maintaining detailed knowledge of current market conditions and competitors’ products
• Participate in product development
• Resolve customer and broker complaints and queries 
• Collaborate and work with support units to deliver required service levels
• Co-ordinates and delivers new and on-going training on products, processes and systems
• Work within a Portfolio cluster and provide technical leadership and direction for the underwriting (technical, pricing, structure, complex processing) on all matters as they relate to ownership of your assigned portfolio.
• Participate in retention strategy

QUALIFICATIONS AND EXPERIENCE

• Matric or equivalent qualification
• FAIS accreditation required
• RE 5
• NQF 7 insurance or risk management qualification a preference
• Minimum 5 years’ Commercial Insurance experience , HCV Insurance sales and underwriting experience will be advantageous 
• Experience in being on the road, dealing with and visiting brokers
• A thorough understanding of all Heavy Haulage /HCV insurance products 
• Leadership experience is essential

SKILLS & KNOWLEDGE

• Ability to understand client base related requirements and to conceptualize and develop relative support
• Good understanding of value chain in order to implement cost savings and maximise profitability
• Project management skills
• Working knowledge of financial management – accounting - information systems and marketing
• Strong business orientation with commercial and financial skills.
• Computer literate in data manipulation - i.e. Excel as well as technology in general
• Strong networking and relationship building skills
• Negotiating skills
• Decision making abilities
• Technical claims and underwriting skills   
• Risk management                                                        
• Strong knowledge of Reinsurance              

go to method of application »

JOB DESCRIPTION

• The candidate will understand premium and profit objectives through brokers by building relationships that will ensure growth and retention through creative and attentive marketing, underwriting and risk management strategies

KEY ACCOUNTABILITIES

• Manage allocated portfolio growth, retention, profitability and any other business relevant factors and agree growth plan.
• Work within a cluster and indirectly lead a team comprising of Service Consultants and Underwriters to deliver a service to the allocated portfolio of brokers.
• Reporting on performance against agreed targets
• Identify and develop sales opportunities
• Ensure a consistent and detailed understanding of the sales targets, goals, performance levels, products, business rules and conditions.
• Ensure a consistent detailed understanding amongst brokers of their growth targets, goals, performance levels and available products.
• Establishing strategies to further grow the portfolio and contribute ideas, leadership and innovation
• Utilise technology to manage data and the performance of the portfolio under management
• Prospecting for new brokers as well as business development opportunities.
• Engaging with Underwriting, Claims and Finance teams
• Ensure alignment of quality standards
• Ensure alignment of business processes
• Ensure brokers operate within agreed mandates
• Comply with corporate governance policies, procedures and standards
• Serve as the primary contact point for broker staff to build and maximise the broker relationship
• Effectively drive and deliver on business model to ensure performance targets are achieved in line with strategy
• Ensure continuous strategic and business alignment between brokers and business
• Display a deeper understanding of and ability to market effectively all Marine products
• Identify and drive opportunities to improve and enhance product and service offerings
• Keep abreast of market conditions and trends and relevant industry regulations
• Prepares and maintains a market analysis, including competitor information in order to provide input on distribution, product, price and promotion strategies
• Effective participation in any relevant industry related functions and forums and participate in continuing education and other learning opportunities
• Ensuring credibility with brokers by maintaining detailed knowledge of current market conditions and competitors’ products
• Participate in product development
• Resolve customer and broker complaints and queries 
• Collaborate and work with support units to deliver required service levels
• Co-ordinates and delivers new and on-going training on products, processes and systems
• Work within a Portfolio cluster and provide technical leadership and direction for the underwriting (technical, pricing, structure, complex processing) on all matters as they relate to ownership of your assigned portfolio.
• Participate in retention strategy

QUALIFICATIONS AND EXPERIENCE

•  Matric or equivalent qualification
• FAIS accreditation required
• RE 5
• Minimum 10 years’ Marine Insurance experience
• Commercial Lines, particular to Marine Insurance
• Experience in being on the road, dealing with and visiting brokers
• A thorough understanding of all marine insurance products 
• Leadership experience is essential

SKILLS & KNOWLEDGE

• Ability to understand client base related requirements and to conceptualise and develop relative support
• Good understanding of value chain in order to implement cost savings and maximise profitability
• Project management skills
• Working knowledge of financial management – accounting - information systems and marketing
• Strong business orientation with commercial and financial skills.
• Computer literate in data manipulation - i.e. Excel as well as technology in general
• Strong networking and relationship building skills
• Negotiating skills
• Decision making abilities
• Technical claims and underwriting skills   
• Risk management                                                        
• Strong knowledge of Reinsurance      

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JOB DESCRIPTION

• The incumbent will take responsibility for the automation testing process, tools, techniques, and standards that meet business requirements on the Santam Oracle's JD Edwards platform guided by test centre of excellence standards.

PRINCIPLE RESPONSIBILITIES

• Analyses and develops proper automated regression test coverage using Santam’s Automation Framework. 
• Develop test strategies, plans, and maintain automation test data 
• Develop and continuously improve automated tests as new system features and enhancements are developed 
• Execution and monitoring of Automated regression packs • Validating test results and logging defects. 
• Ensure the appropriate test environments and infrastructures are in place and kept up to date.
• Analyse metrics for quality assessment/improvement 
• May work with Business Analysts to influence and monitor User Acceptance Testing. 
• Identify and report to dev teams questionable functions, performance concerns, and inconsistencies 
• Weekly and testing progress reports sent to management for overall testing reporting. 
• Responsibilities may require hours and weekend work in response to the needs of the systems being supported.
• Ensure the test automation solution meets the architectural and development standards that are re-usable and scalable. 
• Working closely with the test manager.

QUALITY ASSURANCE

• Functional and Non-Functional testing of developed software to ensure it meets quality standards 
• Participates in code reviews, technical issue resolution meetings and dev ops forums when needed.
• Participates in test community of practise

QUALIFICATIONS and EXPERIENCE

• Relevant Tertiary IT qualification preferred with strong mathematical background 
• 3 years experience in the Full Software Quality Assurance Lifecycle 
• Experience testing API’s using postman
• QA related certification i.e., ISTQB Foundation (preferably) with solid automation testing background 
• Oracle's JD Edwards background will be advantageous 
• Scrum@Scale background will be advantageous

Experience In 

• Testing Levels & Lifecycle 
• Build and implement Automation frameworks 
• Designing and writing test automation scripts using Selenium 
• Develop and configure test automation networks and execute stability and performance tests. 
• Coordinate with software developers to deliver stable enterprise software products. 
• Understanding of Agile scrum 
• Apply, design, and develop automated testing strategies and build automated testing frameworks. 
• Analyse and verify best automated and manual test approaches and execute acceptance, integration and system testing. 
• Analyse performance test requirements and develop test plans and debug to understand test objective requirements. 
• Establish test strategy and manual and automated test suites 
• Xray Test Management Tool 
• Creating and Implementing Automated Regression Test Strategies 
• Testing Techniques

Process Improvement Models 

• Experience with API testing and automation thereof 
• Experience with SQL 
• Integrate automated testing into a Bamboo CI/CD framework

KNOWLEDGE

• Good working knowledge in testing best practices 
• Working knowledge of the Atlassian Suite of products (e.g., Bamboo, JIRA, Confluence, BitBucket) and Monitoring Tools would be advantageous 
• Knowledge of the short-term insurance industry is advantageous 
• Competent in problem solving and troubleshooting 
• Prioritising objectives and planning 
• Accurate time estimates for automation test development 
• Identifying, resolving, or escalating risks, issues, dependencies, etc. 
• Must be able to work in a highly pressurised and dynamic environment 
• Mentoring QA Testers transitioning into automation testing in use of Automation Frameworks 
• Able to accept accountability for actions and decisions