Jobs at Santam Insurance

JOB DESCRIPTION

• The purpose of this position is to 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. Build and Maintain Broker Relations

PRINCIPAL ACCOUNTABILITIES

• Receive instruction from scheduler on appraisal notes and documents Review and confirm completion and accuracy of documents, policy and conditions, that pertain to the claim.
• Plan routes for claims, make arrangements and contact clients. 
• Identify what is required and outstanding from client
• Review merit and plans  for  what  needs  to  be  investigated  and  whether specialist expertise are required e.g. a builder or engineer etc.
• Visit the client and validate the loss. 
• Interact with the client and do a physical inspection of inventories. Complete Value at Risk and Inventory with the Client 
• A Appoint specialist resources if required
• Assess risk to provide recommendations to underwriting
• Interaction with the SAPS, weather bureau etc. to assess merit
• Compare info collected to the policy requirements and claim details presented
• Item identification (value and proof of ownership)
• Determine equivalent replacement value by contacting suppliers and getting input from experts/moderators
• Decide and negotiate on replacement, cash or claims card
• Authorise repairs or cash settlement
• Write claims report; authorise settlement, details of claim, findings, circumstances, merit, quantum or risk recommendations
• Update the Claim File and associated documents to the Central Filing System with Santam (DPC)
• Handle complaints, queries and interaction with clients, intermediaries, service providers, internal stakeholders relationship managers, claims committee and options from underwriters
• Responsible for all policy sections, including damage to buildings e.g. ceiling and carpets, pertaining to personal lines
• Responsible for all policy sections of an agricultural nature (excluding motor, BI, internal and external risk and liability)
• Authority to appoint field experts e.g. builder or electronics specialist
• Required to moderate claims i.e building, electronic items and jeweller, between the value of R35, 000 and R150, 000 for current segmentation rules

QUALIFICATIONS AND EXPERIENCE

• Matric
• Completed short-term insurance qualification (NQF4) 
• 3 to 5 years of Non Motor field experience 

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, contents and Agriculture.
• Ability to Effectively Communicate and Good Rapport Building abilities. 

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JOB DESCRIPTION

• The Team Lead needs to provide the vision and support to the team, throughout the implementation of these services. 
• Working in a business environment (short-term insurance) with strong business leaders, it requires taking the lead in driving these capabilities and methodologies. The Team Lead needs to have the ability to facilitate, influence and contribute to Business Process Optimisation. The incumbent will report to the Manager: Business Process Optimisation that has the objective to grow business process capabilities and skills over time.
• The team and stakeholders are located across several cities, and the Team Lead should be comfortable managing remote process improvement initiatives efficiently and effectively.  

Primary responsibilities:

The Business Process Specialist is accountable and/or responsible for the following:

• Promote and contract the services of the team to Business to ensure optimal benefits are obtained. 
• Plan project execution to balance business demand, team capacity and prioritisation 
• Apply process improvement and re-engineering methodologies and principles using best practises (i.e., Lean Six Sigma and Process Simulation).
• Contribute to the Lean Six Sigma and Process Excellence training.  Support Lean Six Sigma Green Belts and Black Belts.
• Collaborating through a healthy relationship with the Business Process Optimisation Team and the Process Owners in the Group. 
• Verify benefit realisation through the design and analysis of process performance indicators.
• Promote the visibility of the work from the team
• Communicate the progress and milestones of process improvement projects to Steerco's 
• Improve team performance, capacity, and capability by effectively sharing knowledge and upskilling

QUALIFICATIONS, KNOWLEDGE, AND EXPERIENCE

• B. Engineering Degree & IT Degree or similar qualification. 
• 5 – 8  years’ experience in Process Optimisation
• 3 years + experience as a Black Belt (Master Black Belt advantageous), using the DMAIC methodology, associated tools and techniques.
• 2+ years’ of management experience
• Budget management experience
• Computer Literacy and Experience in MS Office (Teams, Word, Excel, and PowerPoint).
• Data Analytical Skills:  Experience with Power BI,  SigmaXL and  Minitab 
• Experience in Process Simulation (Simio or similar simulation software)
• Experience in providing data-driven solutions.
• Demonstratable experience leading projects and larger scale change.
• Experience with Process Mining would be an advantage.
• Experience within the financial services environment would be an advantage.

KNOWLEDGE & SKILLS

• Good understanding of Lean Six Sigma and Process Principles
• Process Simulation 
• Agile Concepts
• Building networks and good relationships
• Analytical and systems thinker
• Produce creative solutions to business problems
• Perform under pressure
• Self-motivator
• Challenge current assumptions and beliefs
• Motivate and mentor others
• Interaction skills: facilitation; mentoring; leadership and influencing; negotiation; teamwork; build relationships; credible consulting skills
• Deciding and initiating action Competent in Problem-Solving and Troubleshooting
• Prioritising Objectives and Planning