Jobs at Santam Insurance

KEY RESPONSIBILITIES

• Manage scrum teams to ensure they deliver on sprint goals that is aligned to release plans
• Compile conceptual sprint plans, do release planning, facilitate detailed sprint planning aligned to overall release plans and ensure sprint and release goals are defined
• Facilitate and/or ensure agile ceremonies take please incl. sprint planning, daily stand-ups, retrospectives, end-of-sprint demos, backlog refinement etc.
• Ensure alignment of delivery across different BITS teams where there are interdependencies e.g. integration or services, and raise concerns, risks or impediments at Scrum of Scrum forums 
• Create transparency and deliver required plans and reporting through use of tools like Jira and Confluence
• Ensure initiatives are run according to the Santam Scaled Agile Delivery Framework (SADF), appropriate governance processes are followed as per the SADF, relevant governance forums are in place and relevant reporting are done regularly e.g. initiative status overviews at steercom 
• Ensure teams have relevant roles, skills and capacity in place, focus to continuously improve team dynamics, efficiencies and performance through coaching, leadership and guidance, coach team to embrace Aglie way of working and embed Agile values, principles and practices 
• Ensure team does accurate and timeous logging of time spent on initiatives and stories
• Ensure effort is aligned to budget and track actuals and forecasting against budget
• Ensure initiative definition, facilitate inception phase, ensure scope is defined, estimated and signed off, understand business and technical scope to ensure quality delivery against the agreed plan and defined acceptance criteria. Ensure user story creation aligned to scope and that team delivers expected quality at the required velocity. Remove any blockers outside of the teams’ control, that may hamper delivery 
• Effective stakeholder engagement and communication incl. product owners, business owners, executives, subject matter experts, line managers, other IT managers and scrum masters
• Support product owners to plan, refine and manage backlog, define sprint goals aligned to release plans and collaborate effectively with the team. Facilitate and provide support for risk and issue management and decision making
• Administration, planning and organizing of work to ensure successful and on time delivery
• Provide support and collaborate with business stakeholders, product owners, project managers and other scrum masters, digital adoption, change management, training, design, development, testing competencies and teams across BITS
• Comply with company policies and procedures, standards and methodologies
• Stay current on industry practices and trends in the short term insurance and digital environments and contribute innovative ideas for the use of technology and improvement of processes  

QUALIFICATIONS AND EXPERIENCE

• Degree related to commerce, analysis or information/technology systems e.g. B. Comm, B.Sc., B Tech or B.Eng and / or
• Relevant Tertiary qualification or certificate/diploma in project management and/or scrum master from an industry recognized training institution
• Minimum 3-5 years’ experience as project manager and/or scrum master 

Experience with 

• Workshop facilitation, conducting demo’s and communication with stakeholders both internal and external, in business or technical terms, and at different levels of the organization
• Building presentations, creating visual representation of recommendations, and conducting workshops. 
• Working with systems development lifecycle (SDLC), and agile methodologies in multiple/complex software development projects incl. experience with agile scrum, scrum master role, sprint planning, managing product backlogs, writing user stories, running inception phases, agile reporting, test methodologies, release management and planning

Experience in the following areas will be advantageous

• Short term insurance or financial services industry 
• Digital environment 

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KEY RESPONSIBILITIES

• Consult with business to identify business problems and opportunities 
• Assisting key business and product owners with conceptualization and proposal of initiatives, business case development 
• Ensure ability to monitor and track benefits realization is  in place and aligns with strategic and business case objectives of the initiative
• Analyse and understand the potential impact on business and end users
• Ensure strategic and project objectives will be met by validating that requirements and solutions will deliver on those agreed objectives
• Elicit, analyse, document and maintain business requirements and functional specifications for more than one project at a time which may be at different stages of the project and development lifecycles
• Administration, planning and organizing of work to ensure successful and on time delivery
• Participate in quality assurance, user acceptance testing as well as demo’s and training of new solutions
• Provide support and collaborate with business stakeholders, project management, digital adoption, change management, training, design, development and testing competencies 
• Comply with company policies and procedures, standards and methodologies
• Stay current on industry practices and trends in the short term insurance and digital environments and contribute innovative ideas for the use of technology and improvement of processes  

QUALIFICATIONS AND EXPERIENCE

• Degree related to commerce, analysis or information/technology systems e.g. B. Comm, B.Sc., B Tech or B.Eng
• Relevant Tertiary qualification or certificate/diploma in Business analysis from an industry recognized training institution e.g. CBAP
• Minimum 3 years’ experience as Business Analyst

Experience with

• Writing project concepts and proposals, building business models and roadmaps, writing business requirements and user stories 
• Cost estimation, target setting, building business cases and doing cost-benefit analysis, defining benefits and drawing benefit maps
• Requirements elicitation, workshop facilitation, conducting demo’s and communication with stakeholders both internal and external, in business or technical terms, and at different levels of the organization
• Building presentations, creating visual representation of recommendations, requirements, architecture or designs, creating wireframes and prototypes, provide input to and working with solution architecture, and conducting workshops. 
• Working with systems development lifecycle (SDLC), and agile methodologies in large complex projects incl. experience with agile scrum, scrum master role, sprint planning, managing product backlogs, writing user stories, running inception phases, agile reporting, etc.
• Liaising and collaborating with project resources e.g. project managers, developers, other business analysts, test analysts and change managers at different levels of the organization and across multiple teams 
• Understanding test methodology and providing support and input to test strategy, test plans, test cases and scenarios, user acceptance testing, setting up test data and test environments, review test results
• Experience with agile ways of working 
• Digital environment 

Experience in the following areas will be advantageous

• Customer journey mapping, user impact analysis or use of process modeling methodologies and tools 
• Managing projects as well as project management techniques and methodologies
• Short term insurance or financial services industry 
• Defining standards, principles and new ways-of-working

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What will you do?

Case Owner (Service Centre – Bellville)

• Responsible to manage the client service function according to agreed standards.  Ensures that all customer queries are dealt with in an efficient manner and provides a high level of service to promote the organisation’s products and services.   Conflict resolution and problem solving are necessary characteristics.  The incumbent may provide the service internally or externally. May have supervisory responsibilities.

What will make you successful in this role?

• Provide a dedicated service to the brokers of a region, focussing on the high value policies.
• Understand the different Santam commercial offerings to provide good and proper advice to our brokers.
• Build strong relationships with the relationship manager and technical manager. 
• Understand the risk exposure for Santam and provide solid underwriting advice to key stakeholders.
• Ensure corrective underwriting actions by incorporating and discussing risks with technical manager, risk services and relationship manager. 
• Manage the referral process for above mandate requests. Ensure high levels of engagement by providing brokers with continuous feedback.
• Identify trends and inaccuracies in specific portfolio and take the necessary corrective action and or provide feedback to broker services and risk services.
• Ensure data quality
• Manage a team of insurance consultants
• Compile reports per Broker for discussion including trends and deviations from process

Qualification and Experience

• Matric/GR 12
• Relevant Insurance Related Qualification
• FAIS compliant
• Above 5 years Commercial Lines experience    
• In-depth knowledge of the different Santam Commercial offerings 
• Working knowledge of reinsurance

Knowledge and Skills

• Computer Literate (MS Office Package),
• Relevant System Knowledge (PolicyCenter WebE, CRM),
• Strong Underwriting skills, 
• Compiling and Analysing data, 
• Understanding of operations management,
• Strong insurance knowledge,
• Ability to transact in the full value offering of service centre,
• People management skills,

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What will make you successful in this role?

Finance Support Functions:    

• Assist in coordinating, compiling and communicating various activities relating to Budgeting activities.
• Assist in coordinating, compiling and communicating various activities relating to Forecasting activities.
• Monthly checking and reconciliations in relation to SHA Line of Business reporting.
• Investigating variances and dealing with queries.
• Tracking and reporting on Expense variances.
• Involvement in tracking and remediating issues relating to Credit Control functions impacting Age Analysis and Cancellation Reserve.
• All of the above will require building and maintaining close relationships and collaboration with our Santam Specialist Finance colleagues.

Project Support Functions:

• Project Financial and Cost management (accurate budgeting, actuals tracking, forecast projections, monitoring and control of expenses, invoicing, journals, general ledger queries and payments).
• Create and maintain comprehensive documentation, including project plans, task lists, progress reports, and meeting minutes.
• Create various dashboards and presentations.
• Attend demos and meetings relating to Group-driven initiatives and disseminate information to relevant stakeholders as is required.
• Assist Ops Team in planning, organising, and executing project activities, ensuring adherence to project timelines, objectives, and scope.
• Understand, translate, and champion the strategic and holistic needs of the business unit.
• Assist with Change Management requirements and activities as needed.
• Coordinate testing activities.
• Schedule and organise meetings and workshops.
• All of the above will require building and maintaining relationships with our Business Change colleagues.

Other Operational Responsibilities:  

• Produce and distribute routine and ad-hoc reports to internal and external stakeholders.
• Assist with any Regulatory, Risk or Governance activities that fall within the Ops Team’s area of responsibility eg. (but not limited to) – incident logging and or tracking, preparing stats for COB reporting, Business Continuity Plans, activities supporting Internal and External audits, Due Diligence requirements and processes.
• Participate/assist with Data Audits.
• Support with creation of process flows and SOP’s (Standard Operating Procedures).
• Assist with any activities relating to VOX (Voice of Experience) surveys.
• Review and update SHA Operational Directives document. 

General Administration:

• Arrange and/or attend meetings (internal and/or external) as and when required.
• Attend to daily administrative routine tasks in accordance with organisational standards, processes and procedures.
• Attend to the production of general correspondence if and when necessary.
• Managing set-up and maintenance of MS Teams Groups and Channels.

Qualifications & Experience

• BCom Accounting or equivalent qualification
• 3 - 5 years experience in the Insurance Industry
• Ability to engage at Senior Management level
• Excellent MS Excel knowledge and Experience (Advanced Level)
• Power point knowledge and experience (Advanced Level)

Skills and Competencies

• Strong analytical skills and logical reasoning
• Strong attention to detail
• Strong client service orientation
• Ability to work under pressure
• Deadline driven
• Planning and organising
• Learning and researching
• Applying expertise and technology
• Problem-solving skills
• Self-Confidence & Assertiveness
• Pro-active approach
• Producing innovative solutions
• Adapting to changing environment
• Excellent Communication/interpersonal skills
• Adhering to principles and values
• Working well in diverse environment
• Delivering results and managing customer expectations

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JOB DESCRIPTION

• The Motor Wreck Moderator is responsible for moderation of all motor wreck settlements for motor claims handled internally as well externally on a National basis within the allocated mandate.
• Ensure moderation on all motor wreck claims processed internally or externally.
• Confirm that the merits and quantum of all motor wreck damage claims done correctly before a final claims settlement offer made to the insured, make recommendations for improvements.
• Ensure that all motor wreck claims are handled in accordance with the applicable SOP’s.
• Identifies training needs and provide the necessary training coaching to individuals identified.
• Responsible to curb leakage on the settlement of wreck claims, with proper record keeping of identified leakage and necessary corrective actions taken.
• Handling escalations, disputes or complaints regarding settlement offers made with the client and or intermediary.
• Provide the moderation department manager with a weekly report on wreck claims settlements to ensure that all salvage items are collected and accounted for.

KNOWLEDGE

• Ability to lead a team of specialist and apply legal principles of interpretation amidst the growing regulatory requirements that require compliance with application of fairness and equity (TCF), while balancing the company's ability to remain profitable and sustainable in tight economic environment. Keeping up to date with the latest forms of sharing knowledge utilising technology. Getting the staff members engaged and having a resilient mind set. Creating a balance between protecting consumers, managing risk, and stimulating innovation

QUALIFICATIONS AND EXPERIENCE

• Matric with English language 
• Minimum 3 years Wreck claims settlement experience. 
• Or minimum 3 years’ experience in the Motor Trade industry, buying and selling vehicles 
• Valuation of motor vehicles (for trade-in purposes, as well as exposure to repairs of vehicles and estimation of vehicle damage (advantageous)
• Experience and knowledge of technical mechanic or automotive motor body repairs (advantageous)
• Audatex / Abuntex formal training
• Experience in estimation of vehicle damage and assessing of said damages (advantageous) 
• Technical skills obtained through training and courses in wreck administration.

SKILLS

• Product knowledge (Commercial and Personal lines);
• Strong relationship building skills
• Assertive
• Excellent communication skills
• Strong industry acumen
• Analytical skills
• Negotiation
• Ability to pay attention to detail
• Ability to lead and manage people
• Legal interpretation skills
• Execution of strategy 

RECOMMENDATIONS DESCRIPTION

• Drives results
• Ability to work with people from different backgrounds.
• Ability to be innovative and be resilient.
• Ability to lead with empathy.
• Good interpersonal competency.
• Good communication skills.
• Ability to think broadly and strategically

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JOB DESCRIPTION

• The purpose of this position is to get the allocated Motor Claims ready for an assessor to be appointed, to handle all such claim enquiries and be responsible for the allocated claim until payment is complete. This will include communication with the client, intermediary and service provider as well as process of payments on claims as per Assessors' recommendations and instructions.

KEY RESPONSIBILITIES

• Manage workload and instructions from system through any communication and or documents.
• Required to check completeness and correctness of documents.
• Responsible for all actions to get claim assessment ready.
• Contact client or intermediary telephonically for any identified outstanding information.
• Required to follow up on claims to receive digital images and or any documentation necessary for Assessment.
• Handle complaints, queries and all interaction with clients, Intermediaries, Service Providers, internal stakeholders, Relationship Managers, Claims Committee and Underwriters.
• Process payments and orders as per Assessor recommendation and instruction.
• Compiling of all rejection letters and distribution thereof to relevant stakeholders.

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• Minimum 3 years' relevant work experience in short term insurance motor claims settlement
• Sound understanding of policy wordings
• Motor claims handling experience
• Commercial and Personal Lines claims experience
• Fully computer literate (MS Office)

SKILLS

• Ability to verify and interpret policy and appraisal detail
• Good communication skills
• Ability to handle conflict and negotiate
• Negotiation skills
• Excellent verbal and written communication
• Accuracy and attention to detail
• Ability to work well under pressure