Latest Job Opportunities at Santam Insurance

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, Centre of Expertise and Renewals, by conducting evaluations on these roles and aligning QA processes as well as coaching in line with business strategy. 
• Support the CLCC 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 CLCC 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 CLCC 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

• 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, commercial lines and/or Agri assets  
• Good understanding of contact centre processes, systems (namely, Policy Centre, Avaya, USD, NQR, Mainframe and WebE). 
• 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  

Skills

• Attention to detail
• Process improvement skills 
• Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients (hybrid way of work) 
• Time management
• Coaching skills
• Good communication skills (verbal & written in business language) 
• Underwriting skill 
• Independent self-management 

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WHAT WILL YOU DO?

• 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)

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Job Description

• The purpose of this position is to determine the quantum and merit of segmented 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. The position will be based either in Cape Town, Johannesburg or Pretoria.

Key Responsibilities

• Quote and assess damage against a provided or requested quotation.
• Decide whether to replace/ repair part/ use aftermarket spares when warranty has expired.
• Refer to expert if required.
• Generate claims report and communicate the outcome with client and intermediary.
• Determine market value of vehicle for settlement (valuation).
• Determine outstanding finance details, release settlements and documents to salvage inventory.
• Authorise for repair, cash, replace or write-off.
• Complete investigative report.
• Make notes on systems, process claims and upload documents.
• Required to load the order amendments.
• Responsible to sign off the final cost (FC).
• Responsible for posting claims to care.
• Handle complaints, queries and interaction with clients, intermediaries, service providers, internal stakeholders’ relationship managers, claims committee and options from underwriters.
• Accountable to handle for the following claim types: 
• Driveable and Non-Driveable car / Ldv 
• Non-structural and structural damaged car / Ldv 
• Mechanical 
• Radio equipment and locks 
• Accessories, tyres, rims 
• Screening of merits 

Qualification and Experience

• Degree, Diploma or Certificate in Mechanical related studies or Automotive/ equivalent Mechanical or Automotive Body Repair Qualification (e.g. Qualified Panel Beater, Mechanic, Spray Painter, etc.)
• VDQGBSA membership
• Abuntex / Audatex Trained
• 3 years’ experience in motor assessing
• Technical skills & policy wording interpretation, product training and claim system training obtained through various training and courses would be advantageous.

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JOB DESCRIPTION

• The purpose of this position is to determine the quantum and merit of segmented 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.

KEY RESPONSIBILITIES

• Quote and assess damage against a provided or requested quotation.
• Decide whether to replace/ repair part/ use aftermarket spares when warranty has expired.
• Refer to expert if required.
• Generate claims report and communicate the outcome with client and intermediary.
• Determine market value of vehicle for settlement (valuation).
• Determine outstanding finance details, release settlements and documents to salvage inventory.
• Authorise for repair, cash, replace or write-off.
• Complete investigative report.
• Make notes on systems, process claims and upload documents.
• Required to load the order amendments.
• Responsible to sign off the final quantum (FRC).
• Responsible for posting claims to care.
• Handle complaints, queries and interaction with clients, intermediaries, service providers, internal stakeholders’ relationship managers, claims committee and options from underwriters.

Accountable to handle for the following claim types:

• Driveable non-structural repairs (DNSR)
• Limited repair on minor structural damage
• Limited ASR (outer weld on panels)
• Radio equipment and locks
• Accessories, tyres, rims
• Cosmetics
• Screening of merits
• Moderate claims from more than R15 000 to R35 000

QUALIFICATIONS AND EXPERIENCE

• Matric / Grade 12
• Degree, Diploma or Certificate in Mechanical related studies or Automotive/ equivalent Mechanical or Automotive Body Repair Qualification (e.g. Qualified Panel Beater, Diesel Mechanic, etc.)
• 3 years’ experience in motor assessing
• Knowledge and understanding of the audatex system ( Audatex certificate)
• Technical skills obtained through training and courses in Heavy Haulage would be advantageous.

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KEY RESPONSIBILITIES

• Provide ongoing Technical and Operational training (technical, claims procedure for existing staff and new appointments) as required.
• Ensure compliance to policies and procedures for training processes.
• Provide on the job training/coaching where required.
• Plan, deliver and evaluate training & development solutions to meet individual and business requirements.
• Implement, deliver, and monitor the training and development plan so that agreed annual training plan objectives are met.
• Monitor and evaluate training provision, against agreed standards and defined business measures, to ensure optimum use of training effort and resources.
• Contribute to the development of the Centre’s training plan and support the identification of training needs and success measures, to ensure optimum use of training effort and resources.
• Keep up to date with internal / external training and development initiatives.
• Develop new training material as per the need from operations.
• Point of Entry to address training and development needs per region.
• Perform as consultant with identified role players internal and external (External subject matter expert, Assessors Manager, Team Managers, CRM’s, Personal and Commercial Lines) per region.
• Establish an effective working relationship between first line Operational Management &Training.
• Support function to Primary allocated Claims Specialist as subject matter expert.
• Provide and communicate claims related information to operations regarding issues that have an impact on the settlement of claims.
• Technical evaluations for new Motor Assessor appointments.

QUALIFICATIONS AND EXPERIENCE

• Minimum requirement: N3 / Matric
• Qualified Motor Body Repairer, Mechanic, or 7 years Panel beating experience
• VDQ would be advantageous
• Driver’s License
• Computer Literate (Word, Excel, Power Point and Santam online)
• 5 years previous experience in adjustment services (Motor Assessor)
• Short Term Insurance Policy Knowledge
• Investigative/ Analytical Experience

SKILLS

• Excellent communication skills
• Stakeholder engagement
• Knowledge of repair process on vehicles
• Presentation skills

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WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
Office Management:

• Oversee all aspects of the Cape Town office to ensure smooth daily operations.
• Manage office facilities, including maintenance, cleanliness, and ensuring all equipment is functional.
• Coordinate with service providers and vendors for office supplies, repairs, and other needs.
• Ensure the office is well-stocked and a positive work environment is maintained.
• Implement and manage office policies and procedures as required.

Executive Assistance:

• Provide comprehensive diary management for the Executive Head, ensuring their schedule is well-organized and prioritized. 
• Coordinate meetings, events, and travel arrangements, including flights, accommodation, and itineraries.
• Act as the first point of contact for internal and external stakeholders on behalf of the Executive Head.
• Prepare meeting agendas, presentations, and reports as required.

Project Coordination and Portfolio Support:

• Provide administrative and coordination support across various departments and projects, including:
• Assisting with drafting, managing, and organizing project-related documentation.
• Ensuring accurate record-keeping and compliance with project and business requirements.
• Supporting onboarding, offboarding, and other process-driven tasks as required.
• Assisting with cross-functional projects and initiatives, ensuring alignment with timelines and objectives.

QUALIFICAITON AND EXPERIENCE

• 8-10 years Proven experience in office management, executive assistance, or a similar role.
• Experience in HR administration or support is highly advantageous.      
• Excellent organizational and multitasking skills.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Proven experience in an agile work environment working across various departments, collaborating with cross-functional and diverse teams.

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WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Formulating and implementing strategies for New Personal Lines Business in line with the overall contact centre operations strategy, across Voice and Email channels (Johannesburg)
• Ensuring daily service and quality levels are maintained. This includes inter alia the BAU activities of performance management, individual and team productivity, quality assurance, rework, and queue and violations management.
• Leading and managing the new business teams including all associated activities
• Collaborating closely with the PLCC Manco leaders/team to ensure service levels and operational efficiencies are achieved for the PLCC.
• Collaborating closely with all stakeholders in Broker Services to ensure needs and requirements are met, and the strategies to grow the Business are fully supported.
• Actively managing the relationship with Brokers/Intermediaries on an ongoing basis to ensure gaps in service delivery are observed and corrected.  This includes being available for brokers on matters which are escalated to management.
• Doing proactive activities to acquire new business while applying underwriting for intermediaries across South Africa, thus a contact centre with a national footprint.
• Amending new business for different profile intermediaries, including small to medium and large brokerages, also allowing for an urban and rural context.  
• Delivering quotes on new policies across the personal product range that consist of multiple products/sections.  
• Adhering to a set of SOPs (high complexity) which is the framework within which the new business activities are delivered.
• Engaging with a range of stakeholders both internally (regional managers/relationship managers/senior management) and externally (Intermediaries//Advisors)
• Exposure to Genex for the management and support on VOX results
• Engage in underwriting rules and process to ensure alignment for ease of business
• Develop and manage underwriting rules with the relevant stakeholders based on business needs
• Develop new solutions and innovations to ensure optimal underwriting performance 
• Engage relevant stakeholder around the maintenance and relevance of sections within the guideline
• Management of mandates to the allocated user roles

RELATIONSHIPS TO BE MANAGED BY THE ROLE

• Subordinates - Following a leadership approach to ensure a motivated and engaged workforce, with a focus on creating effective teams.
• Internal stakeholders

Networking, consulting, joint projects, collaboration with:

• Broker Services
• Heads
• Regional Managers 
• Technical Managers
• Relationship Managers
• COE
• HO Underwriting
• IT
• HR
• Legal
• Sanlam specialist areas, example WFM
• External stakeholders

Engaging with, providing service for:

• Intermediaries
• Admin Houses
• Personal clients
• Other external parties, example TransUnion

QUALIFICATIONS AND EXPERIENCE

• B. Comm degree or equivalent relevant tertiary education, will be advantageous.
• Insurance related diploma: AIISA or FIISA or similar will be advantageous.
• Qualification such as Risk Management will be advantageous.
• 5 to 10 years of people and operational management experience across various financial industry types e.g.  Insurance (Life and Short Term), Banking, Investment Management. Pension Funds 
• 3-5 years contact center operational management experience.
• Full understanding of IT environment, practices, and methodologies (including Agile), and system stability/incident management processes
• Good understanding and working knowledge of workflow design and systems. 
• Knowledge of personal lines products in the short-term industry
• Financial management proficiency with a strong emphasis on budgeting and variance reporting
• Experience and proven track record leading cross functional teams.
• Proven track record in the ability to recruit and develop high performing staff and team leaders.
• Experience in running a multi shift or 24/7 contact center will be advantageous.
• Track record in the implementation of variable pay and pay for performance models will be advantageous.

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KEY RESPONSIBILITIES

• Telephone Management
• Being professional and answering the phone promptly always
• Screen calls and manage incoming queries and complaints to client satisfaction and ensure that they are answered and resolved within stipulated time frames
• Process STP (Straight Through Processing) claims
• Registration and loading of claims as per systematic requirements governed by the policy terms and conditions
• Servicing our clients including: general routine calls, adherence to prompt responses on all verbal and written correspondence, general queries and claims management, monitoring and reviewing your dashboard daily to action tasks in a prompt and efficient manner and relationship building
• Ensuring performance standards are met against KPI’s and KPA’s
• Be flexible and available as and when needed
• Attending all training schedules as required

QUALIFICATIONS AND EXPERIENCE

• Matric
• Minimum of 3 years’ experience in Short Term Insurance essential preferably claims
• Preferred candidate to be bilingual (English and Afrikaans)
• Excellent computer literacy – MS Office and Santam systems
• Strong client service orientation

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What will make you successful in this role?

• Implementation and administration of supplier contracts within relevant structures to enable an optimum procurement environment.
• Assist the Sourcing Specialist or Procurement Manager with procurement related tasks. 
• Manage one or more commodities, commodity groups or portion of a commodity on their own (depending on ability, experience & training).

Creation and maintenance of supplier agreements:

• Draft the contract using standard wording/clauses.
• Maintain contracts including all administration such as amendment of contracts using standard wording/clauses in terms of, supplier detail changes, price changes.
• Ensure system updates occur with the relevant contract pricing terms & conditions (Business rules), and other criteria for internal and external users.
• Ensure all ongoing changes to contracts are loaded to the system.

Assist Sourcing Specialist / Procurement Manager with or be responsible for management of procurement commodities:

• Analyse and determine commodities spend and if sufficient volume or other criteria exists, initiate the sourcing process. [Business Case Analysis]
• Determine potential suppliers. [Market Scanning & Analysis]
• Drafts request for proposal (RFP) using standard wording/clauses. [system based]
• Issue and coordinate RFP process. [Initiation to completion]
• Adjudicate on RFP responses to determine most suitable suppliers.
• Test the market on a pre-determined cyclical basis by issuing further RFP documentation on existing contracted and new potential supply base whereby the full selection to contract process starts again.
• Administrating diversity of supply base and monitoring direction of spend against agreed performance targets. 
• Obtain required approval on supplier selection recommendation.
• Negotiate and award contract to preferred suppliers based on “Value” decision (dependent on signing authority).
• Manage and administrate supplier’s contract compliance in terms of Quality, Service and Price performance detail (roll up of transactional data from system and Santam Quality department).
• Ensure all ongoing changes to contracts are loaded to the procurement system.

Qualification and Experience

• Matric/ Grade 12
• Procurement qualification [CIPS or studying towards a CIPS qualification] or other relevant Diploma or B. Comm Supply Chain Management. 
• Minimum 3 years’ experience in a procurement role. 

Skills

• Communication (Written and Verbal): Is able to communicate clearly, enthusiastically and in an articulate manner.  
• Interpersonal Skills: Building networks and good relations: Relates to people across organisational levels and boundaries, builds networks and profitable partnerships. Show understanding of needs; is attentive and responsive; show honesty and integrity in dealing with people.
• Issue resolution: The ability to identify issues and risks and implement the relevant mitigating actions.
• Vendor management: Manage supplier relationships, developing supplier programs, and identifying continuous improvement initiatives. Tracks supplier spend and provide feedback to necessary stakeholders.
• Delivering Results and Meeting Customer Expectations
• Stakeholder relationship management 
• Networking
• Analysing and ability to identify opportunity/ challenges