Jobs 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 centre operations, ensuring efficiency and productivity.
• Manage staffing, scheduling, and resource allocation.
• Monitor and analyse key performance indicators (KPIs):

Service Level (SLA)

• Average Handling Time (AHT)
• First-Call Resolution (FCR)
• Abandon Rates
• Customer Satisfaction (NPS)
• Nett Premium Income (NPI)

Leadership:

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

Process Improvement:

• Analyse and optimize call centre 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 centre technology (e.g., telephony, CRM).
• Ensure infrastructure reliability and uptime.

Reporting and Analytics: 

• Develop and maintain reporting frameworks.
• Analyse 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

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JOB DESCRIPTION

• Overall responsible for building, maintaining and managing professional relationships with the MBR’s, in line with Santam’s objectives, in the designated area.
• Provide technical support and deliver a high quality service in the claims value chain (Broker, Client, Motor Body Repairer, Motor desktop Assessor and Claims Service Consultant) regarding the motor vehicle repair process and delivering superior client service. 

PRINCIPLE ACCOUNTABILITIES
Monitor and control the following MBR's KPIs:
Smart Repairs:

• Smart repair technology
• Repair vs replace
• Normalise Cost Ratio (NCR)
• Average Repair Cost (ARC)
• ARC plus Ancillary Cost (ACPC)

Alternative Parts Utilisation: 

• CAP, Used and Refurbished
• Paint, Labour and Parts Ratio
• Difference in Quotation vs 1st Authorisation
• Difference in 1st Authorisation vs FRC
• Difference in Quotation vs FRC
• Additional cost after FRC

Monitor MBR and Santam system compliance and maintenance:

• Abuntex
• Qapter Connect
• AudaAudit
• RPM
• Parts Procurement Systems
• AudaTarget
•  Santam Systems:
•   BPM/ClaimCenter 
• Initiate, lead and manage Supplier Performance Measurement meetings as per schedule
• Monitor and identify trends, agree action plan and monitor compliance (improvement and progression)
• Training, upskilling and coaching of Motor Body Repairers (all staff)
• Manage supplier capacity
• Create Weekly and Monthly Reports for feedback
• Project and change management
• Managing catastrophic events

QUALIFICATIONS AND EXPERIENCE

• Grade 12 and one of the following
• VDQ Professional qualification or, Automotive body refinisher or, Automotive Mechanic
• Expert Abuntex user with in depth knowledge of Abuntex products such as Qapter connect, AudaTarget(NCR), AudaInvoice, Parts Procurement systems.
• Good business acumen and understanding of business principles (profit, loss, margin, efficiency etc.)
• High level of knowledge in the relevant repair processes and repair methods.
• Proficient Microsoft Excel user
• At least 5 years’ experience in assessing on a senior level
• Management experience (advantageous)
• Supply Chain Management experience (advantageous)
• Stakeholder and Vendor Management experience (advantageous)

SKILLS

• Communication skills to effectively communicate with internal and external stakeholders, MBR’s and Assessors
• Effective crises management during workload changes
• Working with people
• Planning and organising
• Coping with pressure and setbacks
• High level of negotiation skills
• Performance management

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What will you do?

• Santam Marine has an available position for a Service Consultant who will be based in the Johannesburg office.

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.
• Receive requests for and generation of quotations
• Task related decision making within set policies and procedures
• Research to assist in addressing non-standard underwriting issues
• Update RM reports
• Create client profiles for identified risks
• Building strong customer relationships and delivering customer-centric solutions.
• Working independently" & "Administering monthly renewals" & "Quality Assurance checks of new business, endorsements, renewals and the like.

Qualification and Experience

• Matric or equivalent qualification
• FAIS accreditation required
• RE 5
• 2-3 Years Commercial Lines, particular to Marine Insurance

Knowledge and Skills

• Familiar with Excel, Word, Intranet, Kit
• Knowledge of Marine Hull, Cargo and Liability products" & add "Knowledge of Marine Institute Clauses

Knowledge and Skills Competencies

• Cultivates innovation 
• Customer focus 
• Drives results 
• Collaborates 
• Professional behaviour
• Commitment to quality
• Teamwork
• Resilience
• Immaculate interpersonal skills
• Ability to perform tasks under pressure. 
• Attention to detail / accuracy.
   

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ROLES AND RESPONSIBILITIES

• Needs to know the ability and competence of the assessor 
• Allocate and appoint claims to the assessor/Hybrid in areas 
• Stats of the assessor 
• Constant communication between assessors and schedulers 
• Keep Assessors Managers in the loop with discussions and/or request for External Assessors 
• Use tracking tool to ensure productivity and cost are aligned 
• Cost management regarding the appointment of external Assessors vs the cost of utilizing internal assessors of other areas
• The appointment of claims to external assessors within company budget 
• To make sure that cost is saved regarding the decision on the appointment of external assessor’s versus the cost of utilizing internal assessors from other areas. 
• Minimizing travelling cost of assessors between claims when assigning claims. 
• Daily contact with Internal and External assessors (availability & outstanding claims progress) 
• Daily contact with Assessor Managers (issues & concerns)

Process 

• Review claim information (e.g. CCC description, appraisal instruction, assessment place) before assigning the assessor. 
• The appointment of Internal or External assessors to claims that fall within their area of expertise as well as within their geographical area of responsibility. 
• Managing the workload (claims allocated per day) of the assessor. 
• Managing the targets (average claims per day) of the assessor. 
• To make sure that the turnaround time of the claims are achieved within the prescribed company targets.

Reporting 

• Daily register (Claims allocated per assessor per day) 
• Monthly Assessors Productivity Report (Claims Received/Claims Finalised, Claims Average

Adhoc

• Manage Catastrophe claims allocations under correct CAT code.

SYSTEMS THE SCHEDULERS WORK WITH

• Claims Centre
• MS Office (Outlook & Excel) 
• Avaya 
• Online Services 
• BPM

QUALIFICATIONS AND EXPERIENCE

• Grade 12/Matric
• At least 5 years’ experience in Motor Claims 
• Santam policies and procedures 
• Claims Centre User 
• Santam System knowledge

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What will make you successful in this role?

• A Senior Underwriter will have the experience to carefully select, analyse and underwrite risks, in a cost-effective manner and in accordance with company requirements, guidelines and governance, to ensure good risk selection and profitability and ensure business targets are met.   

Accountabilities and responsibilities: 

Technical:

• Examine insurance proposal for new and renewal business, gathering and assessing background information, conducting necessary research, evaluating and assessing the risk (including but not limited to coverage analysis, pricing and structure) and discussing/negotiating risks with the broker in order to effectively win or renew the risk. 
• Calculate possible risk and determine appropriate insurance premiums using underwriting tools and practices, underwriting information and own judgement and experience.
• Quote within designated authority levels and refer where necessary in accordance with company policy and technical guidelines. 
• Monitor portfolio performance and ensure that renewals, new business, lost business are tracked and that the cancellation reserve does not exceed 2.5%.
• Set accurate, realistic premium forecasts and draft financial reporting as required in a timely manner to enable management to set budgets and monitor performance targets for your own portfolio of accounts and as a contribution to the team portfolio.
• Be able to confidently articulate technical messaging and deliver training, as and when necessary, internally as well as to brokers and clients.
• Support junior underwriters with the underwriting process and renewal negotiations as necessary.
• Accurately enter data into company systems and produce management reports that ensure that the company remains aware of the nature and financial impact of all risks written for your own portfolio. 
• Maintain accurate electronic records for auditing and regulatory purposes.
• Proactively participate in projects or other initiatives designed to improve the effectiveness or efficiency of the department.
• Undertake any other reasonable tasks as requested by the U/W Head or Manager in order that the team achieve its objectives.
• Ability to use Portfolio underwriting methodologies to assist Senior leadership in making key underwriting decisions.
• Design and implement underwriting notes, guidelines and methodologies. 
• Adhere to and where possible, improve, all operational and procedural standards. 
• Peer review and sign off including checking policy documentation for all accounts within authority but outside of junior staff authority. 
• Handle accounts queries and credit control queries to the satisfaction of all parties.

Governance:

• Fulfil individual risk and compliance related obligations and provide support to and monitoring of the department’s adherence to Group and Regulatory guidelines.
• Provide proactive risk and compliance awareness by reporting any incidents or breaches identified within our compliance requirements.
• Perform underwriting and operational audits to ensure compliance and address breaches where necessary.

Qualifications & Experience

• NQF 6 insurance or risk management qualification or Bachelors Degree in Commerce or Law
• Minimum of 5 years technical experience in the relevant line of business.
• FAIS Compliance and RE5.
• Good understanding of insurance industry including the reinsurance market and the terminologies used.
• Sound technical understanding of policy wordings. 
• Able to evaluate information from a variety of sources and solve problems.
• Good decision-making skills; able to consider the costs and benefits of various options and choose (and articulate) the appropriate one.
• Good communication and interpersonal skills; comfortable with phone and face to face complex discussions with underwriters, brokers and any other relevant stakeholders.  Confident in negotiation and networking. Scenarios and able to manage difficult and complex conversations. 
• Deadline focused; able to work under pressure to meet tight deadlines and able to organise own workload effectively to prioritise and delegate to meet service standards.
• Competent user of Excel, Word, Outlook and other Microsoft platforms.
• Operationally efficient; able to follow all process requirements. 
• Presentation skills; able to present informally and formally for training (internal and external), marketing and renewal purposes. 
• Experience in participating in projects 
• Line of business specific requirements:
• Professional Indemnity 
• 5 years or more of Professional Indemnity or casualty underwriting or broking
• Understanding of individual account and portfolio underwriting techniques
• Ability to use and convert internal and external data into underwriting information and insights 
• Clear understanding of the landscape of the various professional landscapes (Built environment, legal, financial, etc.)
• Liaising with claims and technical teams to identify key PI risk trends
• Handling of meetings with senior personnel from brokers and their clients
• Incorporate modern underwriting techniques 
• Assist in drafting modernized underwriting guidelines 
• Perform compliance and underwriting audits