Latest Vacancies at Santam Insurance

What will you do?
Santam’s Non-motor Once and Done department has a position available for a Claims Service Consultant who will be based in Auckland Park.

• Responsible for assessing merits and quantum of a non-motor damage claims through digital photographs, etc. This position entails assessing most types of non-motor claims. 
• Further responsibilities include adjudication of these claims, consulting on claims processes, and aftercare provision to clients, compiling management information and ensuring client satisfaction.
• Responsible for coordinating, overseeing, negotiating and the settlement of non-motor once and done claims and is accountable for the finalization of the claim end-to-end. 
• This incumbent is accountable for all Once & Done claim interactions directly with the client/broker. The accountability will be on a case-by-case basis

What will make you successful in this role?
KEY RESPONSIBILITIES

• Accountable for all claim interactions directly with the client/intermediary.
• Responsible to determine merits, quantum, item identification, buying.
• Responsible negotiating and settlement of claims with the insured/intermediary.
• Responsible for communicating with the client/intermediary from beginning to end and is the one contact person for the client/intermediary.
• Effectively manage all relevant claims tasks and claims handling process to achieve timely settlement and minimize leakage.
• Identify, investigates and resolve any issues relating to claims in line with Santam policies and procedures such as service level agreements, standard operating procedures.
• Handle claims efficiently, identify and advise the intermediary/policyholder of the prescribed or most appropriate mechanism for resolving claims settlement disputes.
• Communicates the process from the start of the claim and acts as a contact person if the client needs additional information.

QUALIFICATIONS AND EXPERIENCE

• Matric/ Grade 12
• Minimum 3-5 years claims experiences.
• Must have completed the Non-Motor Assessors Development Program (ADP)

KNOWLEDGE AND SKILLS

• Computer literate (MS Office Package) 
• Excellent communication skills (verbal and written) 
• Ability to work under pressure 
• Negotiating skills 
• Product knowledge in short -term insurance 

PERSONAL ATTRIBUTES

• Client Service Orientation
• Analytical Thinking
• Informational Seeking
• Directiveness
• Flexibility
• Initiative

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What will you do?

• This role exists to champion a customer-centric approach, ensuring that user experience stands paramount in both design and strategy. As an expert in the digital space, the incumbent is tasked with overseeing research, design, and strategic initiatives for Direct-to-Consumer (D2C) and ecommerce platforms to achieve business objectives. This requires a deep understanding of both innovative design principles and the underlying technologies that power digital solutions.

What will make you successful in this role?

•     Research driven design expenses.
•     Crafting premium products for generating the desired Gross Written Premium (GWP) of R3bn through digitally enabled platforms.
•      This role embodies the essence of product leadership—defining the product vision, predicting client needs through qualitative research, and acting as the bridge between business stakeholders and delivery teams.

Innovation and Technology:

• Engage with business to gain a comprehensive understanding of goals, processes, and challenges. Interact with clients / users to understand needs and design better interfaces to support the achievement of business objectives.
• Partner with development teams, ensuring design nuances are preserved and technologies are aptly leveraged.
• Be the first to respond when a good marketing opportunity arises and spearhead the design throughout the strategizing and implementation process. Pioneer design initiatives in emerging marketing opportunities, maintaining a balance between legacy systems and new innovations
• Lead in crafting interactive user interfaces, informed by a rich background in usability design and financial applications.
• Stay in touch with the latest technology and strategies in the design and development industry to utilise them to enable the company's digital strategy.

Data analysis and reporting:

• Harness data visualisation tools to generate graphical representations of information to understand consumer behaviour with company products to enhance user experience and provide business insights.
• Translate data trends into actionable business strategies, emphasizing a blend of qualitative and quantitative insights.

Processes and Documentation:

• Responsible for mapping out customer journeys for specific products and ensuring that implementation speaks to business objectives.

Operating Environment: 

• This position reports to the CTO of client solutions and is required to work across the business functions to support, implement and execute business strategy in order to achieve profitable results with a proven ability to engage with other functions. 
• Ability to influence and implement projects successfully to influence profit and growth.
• Aligning with Santam policies and procedures, including FAIS, TCF, PPR & POPIA

Learning and Development: 

• Lead transformative training sessions on emerging systems or digital products, fostering an environment of continuous learning and cross-business collaboration.

Qualifications and Experience
Bachelor’s degree in Graphic Design / Marketing or similar

• 10 years’ Experience Description: This role requires at least 10 years of experience within Digital Design, Consumer product development, digital advertising, UI/UX, Web Design, Customer Service – leading to a deep understanding of the digital transactional domain.

Competencies

•     Driving strategy
•     Conflict Resolution
•     Client focus
•     Decisive and informed decision making 
•     Cultivating an environment for innovation
•     Change leadership
•     Commitment to continuous learning
•     Advanced conceptual thinking
•     Talent identification, mentorship and enablement
•     Elevated emotional intelligence and exceptional communication prowess

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SHA’s core business is to underwrite specialist insurance products. Together with technical underwriting skills, this role also requires knowledge of information technology and the cyber threat landscape, and the ability to identify markets and industry sectors suited to the respective insurance covers.

What will make you successful in this role?

Underwriting

• Underwrite and manage a portfolio of existing and new business, including all tasks associated therewith but not limited to Underwriting Governance which includes detailed risk evaluation and assessment, coverage and exposure analysis, pricing determination, detailed claims analysis (understanding loss ratios and claim trends) and wording review & negotiations within underwriting authority.
• Refer and acquire sign-off relating to matters falling outside of own authority, in accordance with authority matrix/ local authority
• Adherence at all times to the authority matrix, departmental protocols and procedures, including Underwriting Governance provisions.
• Detailed explanations regarding changes with respect to terms/ underwriting stance.
• Drafting & amending wordings/ clauses, and escalate concerns/ enhancements to technical team.

Marketing / Relationship Building

Stimulate sales activity by educating brokers:

• about PI tech and cyber risk exposure
• about risk mitigation
• about incident response and the role of the insurance product
• the difference between the cyber insurance and PI tech product
• Maintaining SHA’s relationships with designated external service providers in the technology and cyber risk management and mitigation sectors
• Conducting regular visits and calls to the PI Tech and cyber insurance teams at global and national brokers.
• Maintaining SHA’s relationship with global cyber reinsurance partners.

Client Liaison (Internal and External)

• Working with teams of underwriters in the greater SHA business to identify growth and new business opportunities
• Attending client meetings to discuss cyber risk exposure with business owners, executives and information security officers/representatives.
• Growing SHA’s market share of the PI Tech and cyber insurance market

General Administration

• Produce reports to monitor new business and risk management initiatives
• Provide regular feedback to SHA executives
• Attend to daily administrative routine tasks and internal capturing system in accordance with organisational standards, processes and procedures.

Financial

• Meet budget responsibility for a book of business.
• Monitor renewals, lapsed policies and new business with monthly report back.

Qualification and Experience

• Appropriate tertiary qualification – Bcom, Insurance, Finance, Technology or Legal related. 
• Accredited coursework with a focus on information technology, computer science or cyber security a preference
• FAIS compliant 
• Minimum 3 years’ experience in broking or underwriting in the cyber or information security environment
• Legal experience in Insurance, Cyber Security, Privacy or Technology law

Skills

• Systemic Thinking
• Up to date understanding of cyber threats and risks
• Self starting
• Results driven
• Integrity
• Analysis and Judgement
• Attention to Detail
• Client Orientation 
• Communication Skills with an ability to negotiate
• Initiative
• Teamwork
• Time Management and working under significant pressure