Job Vacancies at Santam Insurance

What will you do?

To function as a client’s advisor and foremost BI developer of visual analytics and master of visualization and information reporting design. To connect to various data sets and create actionable visualizations for end users to rely on for their day-to-day business and Management decisions.  The technical and analytical expertise of this role will nurture customers to drive adoption.

What will make you successful in this role?

• Developing and deliver uniform Qlik and BI applications, leveraging industry best practices using all BI tools within Santam, including but not limited to Qlik-, Business Objects, Cognos, Programming languages 
• Analysing customer requirements and develop proposals of information solutions.
• Communicating via various platforms with customers assisting and guiding them through the design, development, implementation and deployment process of Qlik/BI applications.
• Support Information Specialist  in ensuring that the information principles such as consistency and standardization are enforced in all Bi solutions
• Training of information consumers
• Link analytically obtained information from various sources to solve problems. 

Business Information Planning:

• Assist Information Manager (IM) in Prioritization of BISS and Business to BITS Information projects
• Assist IM in driving data quality improvement in the BISS domain.
• Assist IM in providing strategic information needs of the Business Units

Management reporting

• Support business with new Information requirement as well as support them with Information related incidents
• Develop and deliver a consistent and uniform product or service to the Business Units

Liaison with external parties

• Responsible for ensuring the execution of corrective actions and on-going compliance specifications to the business/internal stakeholders

Insights:

• Providing onsite customer mentoring and professional services.
• Pro-actively identify and communicate more efficient ways to perform analysis to the business.  
• Involvement in engagement with stakeholders to understand their business challenges and advise on practical BI solutions 
• Support Information Manager in ensuring that the information principles such as consistency and standardization are enforced in all BI solutions

Governance: 

• Setting up and maintaining controls, create service-related forms and documentation
• Maintaining Jira & Confluence governance documents and standards
• Maintain service standards, reporting procedures, statutory compliance 

Data Strategy

• Unified Qlik and Business Support SFTP sites
• Access and maintenance of Information solutions
• Alignment with BITS data strategy
• Centralised reporting in Business Information Self Service by Drive self-service principles with the operational business

Qualification and Experience

• Diploma in Information Systems/ Business Analysis
• Qlik- ,Business Objects, Cognos certified
• Certified in Programming Languages i.e SQL / Java etc
• 3- 5 years’ practical experience in creating BI solutions using Qlik-, BO, Cognos, SQL
• Experience with NPrinting preferred
• Experience in BI analysis, business analysis or related field 
• Experience in understanding database structure and data extraction principle.
• Experience of other BI tools is preferred.
• Source code versioning/control systems, code branching and merging practices.
• BI systems thinking

Knowledge and Skills

• A working knowledge of data visualisation tools (eg. Qlik, BO)
• Strong programming skills ( SQL essential, Python and/or R highly desirable, Spark, Java )
• High degree of self-management, displaying an organised and measured approach to the workload and the clients
• Strong problem solving and analytical skills
• Excellent interpersonal, networking and relationship management skills
• Exceptional client service orientation 
• Ability to work under pressure with appropriate prioritisation skills
• Creativity and ability to innovate and find new solutions to new challenges
• Results-orientated and deadline driven
• Attention to detail
• Ability to influence
• Proficiency in MS Excel, MS Word and MS PowerPoint
• Ability to articulate ideas clearly with exceptional organizational, presentation, and communication skills – both verbal and written.
• Aptitude, interest, and self-motivation to continually learn new tools and techniques.

Personal Attributes

• Cultivates innovation
• Analytical thinking
• Collaborates
• Client focus
• Flexibility and adaptability
• Drives results

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What will you do?

The purpose of this position is to provide support to the Relationship Managers and is responsible for delivering quality service to customers, who could be either internal or external to Santam (including intermediaries, clients, partners and suppliers). The successful incumbent will provide support to address customer needs, concerns and issues.

What will make you successful in this role?

• Prepare basic reports and statistics based on risk analysis.
• Communicate with internal stakeholders to provide information, feedback and follow through on queries and/ or instructions.
• Address unusual and non-standard customer issues including underwriting and commercial related queries.
• Task related decision making within set policies and procedures.
• Research to assist in addressing non-standard underwriting issues.
• Update Relationship Manager reports.
• Create client profiles for identified risks.

Qualifications and Experience

• Grade 12.
• FAIS compliance (60 credits Commercial Lines and 30 credits Personal Lines) preferred.
• RE 1.
• At least 2 years’ within the short-term insurance industry essential.
• At least 1 year Commercial Lines experience.
• Proven MS Excel experience essential.

Knowledge and skills

• Familiar with Word (basic), Qlikview, intranet and internet.
• Understanding and knowledge of Santam process.
• Understanding of all relevant customer support systems and processes related to all products.

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What will make you successful in this role?

Claims Portfolio

• Attend to all aspects related to a portfolio of claims e.g. new claims, current files, diary, mail, recoveries, Agg Tracker management, third party claims, attorney/investigator matters, settlement within mandate etc.
• Negotiate settlement agreements within mandate.
• Draft settlement agreements.
• Strategically manage a portfolio of claims.
• Appoint and manage loss adjusters and attorneys where warranted.
• Monitor and adhere to service levels in accordance with agreed service level agreements.
• Monitor legal loss adjuster fee expenditure and refer concerns to management within the framework of agreed internal protocol.

Analysis

• Analyse factual and legal issues when assessing claims.
• Critically analyse facts and their impact on the underlying merits assessment as well as the legal aspects of the policy.
• Use judgement in making appropriate decisions on merits and policy response.
• Critically assess and analyse the information required.
• Conduct a strategic assessment of claims and make strategic decisions on handling of claims.
• Have an in-depth understanding of technical and legal aspects impacting on the policy’s operation.

System processing

• Attend to all aspects of system processing relevant to a portfolio of claims e.g. registration of new claims, updating of reserves, cheque requisitions etc.

Client Liaison (Internal and External)

• Respond to queries and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility.
• Maintain and adhere to service levels
• Prepare for and attend meetings.

General Administration

• Produce reports when required.
• Attend to daily administrative routine tasks in accordance with organisational standards, processes and procedures.
• Attend to the typing of general correspondence if and when necessary.

Qualification and Experience

• Matric
• FAIS compliance (within the required period if not a registered Rep)
• Medical Qualification (if possible)
• Minimum 6 months A&H claims handling experience a preference
• Analysis of medical accounts and medical claims handling a preference
• Assessing medical reports and understanding medical terminology

Knowledge and Skills

• Ability to strategise and drive a claim to finality
• Administrative Skills
• Analysis and Judgement
• Attention to Detail
• Client Orientation 
• Communication Skills including negotiation
• Follow Up
• Initiative
• Interpersonal Skills
• Organisational Awareness
• Planning and Organising
• Teamwork
• Computer Literacy
• Time management and ability to manage multiple claims at the same time

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Job Description

The Quality Assurance (QA) Team Leader is responsible for leading and managing a team of QA Consultants in monitoring and evaluating the performance of consultants within the Operations contact centre. They will also be responsible for coaching to their team, developing and implementing comprehensive QA processes and guidelines, conducting regular quality assessments, reporting on Quality trends and providing feedback. The role will report to the Head of Shared Services division in Operations.  

The Team leader will be responsible for formulating plans and strategies for the implementation of QA solutions in the Operations business areas to check and maintain the quality of work against business standards which leads to a positive client experience.

Key Responsibilities

• Manage, lead and develop the Operations QA teams 
• Develop and implement comprehensive QA processes and guidelines.
• Conduct regular monitoring and oversight of quality assessments of calls, email interactions, and other customer interactions.
• Identify areas for improvement and provide feedback, coaching to the QA consultants.
• To manage individual and team performance
• Managing relationships between all Operations channels, Broker Services and other internal stakeholders’ dependent on the outputs of reporting
• Identify and implement automation opportunities across the reporting channels
• Keeping up to date with the process changes in Operations. 
• Implementation of QA methodology to all teams.
• Implementing world class QA criteria measures
• Reporting on QA activities
• Ensure that Consultants are well-equipped to succeed.
• Track and report on QA metrics
• Identify and implement opportunities to improve the quality of client engagement.
• To create a climate for team to deliver their outputs.

Qualifications and Experience

• Matric/ Grade 12.
• National Diploma in a related field / NQF Level 5 (Short-Term Insurance Qualification).
• Minimum 5 years’ experience in Short-Term Insurance.
• Preferably a minimum of 3 years’ experience as a Team Leader.

Skills

• Computer literate (MS Office package).
• Santam’s operating systems, process orientation/background
• Avaya QM.
• CRM.
• Report writing (trend analysis).
• Excellent problem-solving and communication skills. 
• Strong financial and statistical acumen.
• Change management skills 
• Conflict management and negotiation skills
• Performance management skills
• Coaching skills (goal setting)
• Relationship building skills
• Project management
• Continuous improvement skills (innovation)

Competencies

• Strong knowledge of sales and client services principles.
• Excellent communication and interpersonal skills.
• Ability to motivate and lead a team.
• Analytical thinking and problem solving.
• Initiative and independence.

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WHAT WILL YOU DO

The successful candidate will determine the quantum and merit of segmented non-motor claims by performing investigations, verifying the description of the event with the loss, negotiating with (client, intermediary and service providers) and settlement of claims within a delegated threshold and according to contract conditions.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Receiving instruction from Claims Service Consultant (appraisal notes & docs).
• Checking completion and correctness of document and policy conditions.
• Planning routes for claims, make arrangements and contact client.
• Identifying what is required and outstanding from client.
• Deciding on what must be investigated and whether specialist expertise is required e.g. builder, engineer.
• Assessing risk to provide recommendations to underwriting.
• Appointing specialist resources if required.
• Interacting with the police, weather bureau etc. to assess merit.
• Comparing information collected to the policy requirements and claim details presented.
• Determining equivalent replacement and determine risk.
• Deciding and negotiating on replacement/cash/claims card.
• Authorizing repairs/cash settlement.
• Writing Claims Report and updating the central claims file.
• Handle and resolve clients/brokers complaints in a timely and fair manner.
• Managing relationships with client, broker, service providers and internal stakeholders (relationship managers, claims committee, opinions from underwriters); and
• Ensuring effective and continuous communication with all stakeholders.

QUALIFICATIONS AND EXPERIENCE

• Matric (Grade 12) with Mathematics
• Short-term insurance qualification (NQF4) plus completed Digital Non-motor Assessors Skills Programme
• Certified Fraud Examiner qualification advantageous
• Five (5) years' or more relevant experience at digital non-motor level (full spectrum), field assessing experience advantageous
• OR
• Seven (7) or more years' relevant claims assessment experience (non-motor) (full spectrum)

KNOWLEDGE AND SKILLS

• All relevant product training completed
• Familiar with IM external systems
• Must have experience in adjusting process, assessor reporting tools, building terminology, repair estimation on building damage, indemnity issues, non-standard roofing e.g. thatching, floor coverings, gyproc, building repair calculator and advanced electronic equipment
• Ability to do investigations on buildings, its contents and fire

PERSONAL ATTRIBUTES

• Analytical thinking
• Information seeking
• Directiveness
• Initiative
• Flexibility
• Customer Service Orientation

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WHAT DOES THE PERFOMANCE ENHANCEMENT COACH DO?

A Performance Enhancement Coach is a specialized professional who plays a crucial role in improving the efficiency, effectiveness, and overall performance of processes within an organization. The coach works closely with staff to identify areas for improvement, facilitate development of customized training programs, and implement strategies to enhance the quality of products or services delivered by the organization. The Performance Enhancement Coach aims to elevate the skills, knowledge of staff, leading to higher-quality outputs, increased productivity and customer satisfaction.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Provide constructive feedback and coaching to client-facing staff to help them enhance their skills and improve their performance. Foster a culture of continuous learning and growth.
• Take appropriate actions / corrections on all client feedback, including QA findings, Complaints
• Provide feedback to management on coaching performance and identify where coaching needs to move to progressive performance management.
• Weekly, monthly, quarterly and annual reports on coaches performance.
• Take appropriate actions / corrections on all client feedback, including QA findings, Complaints received, Voice of the customer (VOX). Act on all errors incurred during client-facing interactions through a corrective interaction with the client (trends from Policy solution & QA teams) with the sales / CE Consultant.
• Collate trends across all structured and unstructured data and propose corrective actions to improve results. 
• Provide the necessary feedback to the consultants by means of coaching and training sessions.
• Live the Santam values throughout, by being disciplined, accurate with the aim to improve on service quality (service excellence) and to elicit consultants to achieve their full potential.
• Give feedback to training & development to address gaps in training Program Development: These inputs may cover areas such as, process improvement methodologies, compliance requirements, and soft skills development.
• Collaborate with quality assurance teams to identify bottlenecks, inefficiencies, and gaps in existing processes. Implement process improvement initiatives to enhance the overall efficiency and effectiveness of quality assurance activities.
• Analyse data to identify trends, areas for improvement, and opportunities for further development.
• Promote a strong quality-focused culture across the organization, emphasizing the importance of quality assurance and its impact on customer satisfaction and business success. Accountable to escalate non-compliance findings to the CE or Sales lead, Compliance Officer and/or Head of Santam Direct
• Propose further interventions, including coaching, training, to address non-adherence by referring to the relevant line managers for disciplinary action/s to be considered, and monitor that non-adherence interventions are acted on where necessary.
• Collaborates with cross-functional teams, to ensure that quality assurance processes are effectively integrated into the overall business operations.
• Stay updated with industry standards, regulations, and compliance requirements relevant to the organization's products or services. Ensure that processes align with these requirements.
• Identify and share best practices, both internally and externally, to foster knowledge exchange and continuous improvement.

Qualifications

• Matric
• RE 5 Qualification
• NQF Level 4 (Short-Term Insurance Qualification)
• Minimum 3 years’ short -term insurance experience and exposure to short-term insurance Personal or Commercial products 
• Experience in quality and/or compliance in the financial services sector

Knowledge and Skills

• Proven experience in quality assurance, quality management, or a related field, with a track record of driving performance improvement.
• Excellent coaching and training skills, with the ability to mentor and develop individuals and teams.
• Analytical mindset with the capacity to interpret performance data and implement data-driven improvements.
• Strong communication and interpersonal skills to collaborate with teams at all levels of the organization.
• Knowledge of process improvement methodologies, such as Six Sigma or Lean, is advantageous.
• Quality-related certifications (e.g., ASQ certifications) are beneficial but not mandatory.
• Knowledge of internal and external compliance and governance
• Sound knowledge of call centre environments preferred. 
• Computer literate (MS Office package) 
• Analytical and thorough/detail inclined.
• Investigative 
• Process orientated (reports and mini audits) 
• Good communication skills 

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What will you do?

Working mainly within Legacy / Procedural and ERP Application Environments produces logical and technical specifications from functional specifications for OO environments. Does component level design. Responsible for designing new systems and major changes to existing systems and is responsible for the design of relevant databases, in conjunction with the Data Architect utilising mainly Technology Architecture Models. Incumbent carries out systems analyses, design, system testing, security assessments, performance assessments and user interfaces and applies Main Frame, Desktop and Embedded Technologies. Delivering results with IT development language and types such as Java and C++.

What will make you successful in this role?

Qualification and Experience

• Degree or Diploma and the required Certification with 8 to 10 years related experience.

Knowledge and Skills

• Technical specifications
• Analysis and design of systems and components
• Business Requirements Definition
• technologies

Personal Attributes

• Organisational savvy - Contributing through others
• Manages complexity - Contributing through others
• Plans and aligns - Contributing through others
• Optimises work processes - Contributing through others

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WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Consistently meeting sales targets.
• Adherence to Quality Assurance processes (Compliance with all relevant internal and external rules e.g. TCF, CPA and internal Sales processes).
• Offering outstanding customer experience.
• Strict adherence to workforce scheduling.

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• RE Certificate 
• Minimum 30 Personal Lines Short-term Insurance credits 
• Minimum 3-5 years’ experience within a sales outbound call centre.
• Fluent in English and one other official language.
• Compliance with FAIS Fit and Proper criteria i.e. minimum experience and competency requirements
• Be available to work shifts as well as overtime.
• Solid sales track record.
• Solid out-bound call centre experience and skills
• Leads warm-up and cold-calling will be mandatory 
• Knowledge of short-term insurance processes, procedures and business rules advantageous.
• Clean record of accomplishment in terms of adherence to quality standards and compliance.
• Consistent target achievement.

KNOWLEDGE AND SKILLS 

• Excellent English communication & writing skills
• Strong relationship, negotiating and networking skills
• Ability to influence

PERSONAL ATTRIBUTES 

• Communicates effectively
• Action oriented
• Situational adaptability
• Optimises work processes

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WHAT DOES THE INSURANCE CONSULTANT DO?

• This role is focused on, but not limited to; servicing broker requests, including enquiries.
• Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
• Dealing with general insurance and policy specific enquiries;
• Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
• Assisting to resolve all insurance queries within required timeframe and compliance requirements;
• Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
• Undertaking to adjust premiums in line with new asset values;
• Managing client expectation on expected turnaround times for submitted requests;
• Adhering to underwriting criteria and regional requirements;
• Assist with profiling the client with the best suitable product and underwriting criteria;
• Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
• Assisting in implementing solutions for improvement; and
• Standing in for Consultants should they be absent or

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• 60 commercial lines FAIS credits
• A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous
• Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
• Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets

KNOWLEDGE AND SKILLS

• Excellent verbal and written communication skills
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
• Ensure adherence to quality, compliance and accreditation standards
• Conduct efficient administration
• Optimising work processes
• Qualification and Experience
• Degree or Diploma or Grade 12 with 3 to 5 years related experience.

Knowledge and Skills

• Customer Service
• Administration Quality,
• compliance and accreditation
• Team Support
• Personal Attributes
• Communicates effectively - Contributing independently
• Action orientated - Contributing independently
• Situational adaptability- Contributing independently
• Optimises work processes - Contributing independently