Open Jobs at Santam Insurance

What will you do?

The Santam Group Data Strategy Office has a position available for a PROJECT MANAGER to lead and manage the delivery of strategic Data Use cases as a key enabler to derive value from the Data. 

The role will work across all divisions of Santam to ensure end-to-end delivery of data use cases. The individual will report to Product Owner for the Data Strategy and work closely with the Data Science and Analytics team within Group Underwriting Services.

What will make you successful in this role?

The person will typically be allocated to a data use case (project) with budget of more than R3million to deliver over a 6-18 month period with a small/medium sized team of resources (3-6 full time people). The person will manage cross-functional initiatives which derive value from data introducing change. 

Key areas of responsibility:

• Data Use Case (Project) Identification, Definition, Inception and Kick-off. Includes kick-off sessions; definition of charter; facilitate definition of requirements and user stories.
• Data Use Case (Project) Planning. Includes scoping, conceptual sprint planning and development; project and work stream definition; sizing and estimating; sprint, release and milestone management.
• Financial and Cost management. Includes accurate budgeting, actuals tracking, forecast projections, monitoring and control of expenses, invoicing and payment.
• Time and Cost management. Includes budget definition, monitoring and control; time recording and costing; Invoicing and payments; cost containment.
• Managing Project Scop. Includes understanding project scope and product backlog; monitoring scope.
• Risk, Issue and Decision management. Includes dependency management and escalation.
• Reporting. Includes reporting on status, financials, schedule, risk, blockers and issues, quality; reporting on metrics including burn up/down charts, team velocity; updating reporting and management tools.
• Defining and implementing the required delivery Governance framework. Includes review and sign-offs, decision-making, steerco management, change control and content review, management of tolerances, closure and lessons learned.
• Quality Management by ensuring data use case’s deliverables meet the requirements and the appropriate quality. Includes ceremonies such as: team retrospectives, attending Scrum-of-Scrum sessions, managing dependencies, blockers/ impediments and resourcing.
• Stakeholder management. Includes the ability to work with external and internal stakeholders across divisions at all levels demonstrating strong interpersonal skills.
• Data Use Case success management. Includes regularly review of measures of success ensuring deliverables meet the requirements and the appropriate quality.
• Support implementation of the fit-for-purpose way of working. Adherence to the Agile framework, governance, standards for reporting and Tools (JIRA, Confluence) as required.

Qualifications & Experience

• Relevant 3+ year degree or equivalent qualification.
• Certificate or Diploma in Project Management from an industry recognized training institution. Agile certification recommended.
• At least 10-15 years’ experience in managing projects and/or change initiatives.
• At least 5 years’ experience working in the Financial Services and/or Insurance industry to demonstrate understanding of the business context. 
• Knowledge of, and experience in, working with a Data management framework (such as DAMA framework) understanding the concepts and practices of information and data management. Includes understanding of data management principles and practices.
• Knowledge of, and experience in, data driven and/or digital enablement initiatives.
• Sound experience working with stakeholders at different levels across organisations/divisions; both on-shore and off-shore, face-to-face and remote.
• Demonstrate experience in the application of industry standard project management methodologies and processes; and working in an Agile environment with Scrum method knowledge strongly preferred.
• Experience using the Tools and Techniques in alignment with the agreed Santam ways of working. Including but not limited to, PPO, JIRA, Confluence, Portfolio for JIRA and SharePoint.
• Demonstrate experience and sound knowledge of the system development lifecycle processes and methods from business concept to deployment stages.
• System development life-cycle knowledge and solution implementation experience required. Understanding of the integration between business strategy delivery in terms of data, technology, people and process.
• Ability to act as Scrum Master supporting the scrum teams to ensure the delivery of sprint goals and measureable business value. Includes: partnering with the business Product Owner determining the product backlog and the on-going refinement and prioritization of the backlog that ensures the availability of work for the development team; proactively work to eliminate blockers/impediments and other barriers for the development team;  guide the team members on best practices and facilitate scrum ceremonies.

Knowledge & Skills

• Well-honed MS Office skills.
• Agile and Scrum Method and Tool experience (JIRA, JIRA Portfolio and Confluence suggested).
• MS Project skills and Project Management Tool experience (PPO suggested).
• Facilitation skills.
• Financial and business acumen.
• Foster and support the Agile approach.
• Demonstrate a growth mindset in support of the Agile values and Santam culture: Trust, Respect, Collaborative, Self-organisation, Adapt, Transparent, Courage, Focus, Openness, Servant Leadership.
• Deep understanding of project management methods, techniques and tools.
• Deep understanding of agile ways of working, techniques and tools.
• Deep understanding of the system development lifecycle and frameworks for business solution delivery. Incudes waterfall, iterative and agile methods.
• Understanding of key components of Data management such as Data governance; Data analytics; Data technology, architecture, modelling, design and integration. 
• Understands architectural considerations in order to effectively factor them into planning, decisions and recommendations and effectively communicate.
• Familiarity with change management disciplines including stakeholder management, communication and business readiness.
• Ability to identify project implications based on an understanding of systems, processes and business.

Competencies

• Drives results
• Client Focus and Collaborates
• Flexible and adaptable
• Relating and networking. Strong stakeholder management expertise
• Analysing
• Applying expertise and technology
• Project Oversight, Planning, Project Management Tools, Project Tracking and Reporting, Project Portfolio Management
• Organisational Savvy
• Decision Quality
• Plan and Aligns
• Manages complexity
• Core thinking competencies: analytical, information seeking, problem solving.
• Action oriented competencies: self-confident, flexible, takes initiative.
• Ability to work independently and determine course of action.
• Negotiation and contracting of resources and work packages with project teams and managers.
• Strong interpersonal skills; action orientated to drive for results yet remaining flexible to the context; emotional self-control; good communication skills at all levels of management; ability to leverage relationships and target messages to different audiences effectively; sound interpersonal skills.

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What will you do?

• Santam Operations, Commercial Contact Centre have an opportunity available for a Team Manager who will be based in Bloemfontein.
•  The Team Manager will manage a team of contact centre consultants. Ensuring that the team reaches target(s) by monitoring individual performance on a constant basis. The team manager should also be knowledgeable on all aspects of the products, systems and processes. Mentors the team and gives constant real-time support in terms of query resolution.

What will make you successful in this role?

•     Builds and maintains a high performing team which consistently delivers a customer experience in terms of care, professionalism, knowledge and contact resolution
•     Facilitates the sharing of best practice across teams to enable the delivery of high performance and the enhancement of the customer experienceInspires, leads, engages, coaches, develops and motivates a team of dynamic and successful customer-facing agents to deliver the best service in the insurance industry
•     Manages people related matters i.e. attendance, absence and attrition within the team to ensure service level contributions are met/exceeded
•     Manages and improves performance by focusing on strengths in staff performance as well as development areas to identify causes and issues and to work on addressing gaps
•     and/or through written correspondence
•     Ensure efficiency of service productivity and performance in the contact centre through the achievement of agreed quality assessment ratios and turn-around times
•     Improve customer satisfaction, experience and insight
•     Manage own development to increase own competencies
•     Deliver exceptional customer service that exceeds customers’ expectations through proactive, innovative and appropriate solutions
•     Ensuring achievement of underwriting and profitability objectives through internal processes.
•     Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets

QUALIFICATIONS AND EXPERIENCE

•     Completed Matric (Grade 12)
•     2-3 years people management experience
•     2-3 years experience in an operational environment (preferably within the short-term insurance industry)
•     A relevant short-term insurance related qualification will be advantageous
•     FAIS compliance (NQF Level 4)  with credits in commercial or personal lines

Knowledge and Skills

• Drive leads and service targets
• Coaching, quality and compliance
• Reporting and communication
• Management of employees
• Personal Attributes
• Decision quality - Contributing independently
• Interpersonal savvy - Contributing independently
• Plans and aligns - Contributing independently
• Directs work - Contributing independently

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What will you do?

This career opportunity is available at SHA Risk Specialists a division of Santam for a Claims Specialist: Casualty Claims, who will be based in Johannesburg: Illovo.

What will make you successful in this role?

Claims Practice Management 

• Attend and manage all aspects related to a portfolio of specialist claims such as claims registration, case management, drafting, diary, recoveries, and settlement negotiations.
• Draft settlement agreements and other legal documents within mandate as per the Claims Governance Folder.
• Strategically manage a portfolio of claims.
• Manage loss adjusters and attorneys appointment on matters and ensure compliance with agreed service level agreements.
• Monitor and manage legal spend of attorneys and loss adjusters.
• Manage system processing and compliance with systems by way of payments, updating signed off reserves, proper recordal of information etc.
• Attend to Operational duties as allocated 
• Compile and manage risk reports when required
• Actively manage and record claims above certain thresholds as per The Claims Governance Folder and report on matters to Claims Co and Executive where required.
• Comply with internal and external regulatory framework and internal and external processes and procedures in accordance with organisational standards.
• Draft processes and procedures that are compliant with relevant regulatory framework and applicable legislation. 
• Effectively liaise and interact with Underwriters. 

Analysis

• Consider, analyse and interpret insurance policy and the contractual impact thereof for the determination of coverage;
• Critically analyse the facts of the matter and their impact on the underlying policy.
• Draft opinions on the interpretation of coverage in relation to the facts and the applicable policy, present and motivate;
• Draft opinions on merits and quantum of matter with the relevant caselaw and legislation applicable;
• Apply critical thinking to ensure appropriate decisions on merits, quantum and policy response.
• Critically consider and evaluate information provided and identify information required.
• Conduct a strategic assessment of claims and make strategic decisions and recommendations on handling of claims.
• Develop and maintain an understanding of technical and legal aspects impacting on the policy’s operation.
• Make representations and recommendations on improved wording and trends identification to underwriters

Individual Claims Leadership

• Be involved in continuous training and development in respect of Case Law, Policy wording, etc. 
• Assist in identifying and developing SOP’s and processes to ensure claims department effectiveness.
• Take initiative in creating opportunities of interaction with Brokers and Insureds. 

Client Liaison (Internal and External)

• Liaise with clients to resolve queries to the satisfaction of the affected parties within the scope of authority and / or responsibility.
• Prepare for and attend meetings and consultation with brokers, insureds, legal representatives and loss adjusters.

Qualification and Experience

• Matric 
• Law Degree 
• Admitted attorney 
• FAIS compliance a preference 
• Previous non-motor liability claims handling experience 

Skills

• Ability to strategise and drive a claim to finality 
• Administrative Skills 
• Analysis and Judgement 
• Attention to Detail 
• Client Orientation 
• Communication Skills including negotiation 
• Follow Up 
• Initiative 
• Interpersonal Skills 
• Organisational Awareness 
• Planning and Organising 
• Teamwork 
• Computer Literacy 

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JOB OVERVIEW

Assume the overall responsibility for growth and profitability of Crop Insurance in the designated area, keeping and expanding contact with the clients, in line with Santam and Broker objectives. Provide technical support and assessments and deliver a high-quality service and support to the client base.   

PORTFOLIO GROWTH

• Identify new potential clients/intermediaries. Identify competitors and gather market intelligence.
• Provide input into the broker business by sharing analysis, compile and manage intermediary clients’ prospect list.
• Preparing and delivering quotes (direct and through intermediary).
• Identify and facilitate opportunities to be part of industry forums and events
• Senior relationship manager also assists regional manager on regional level.
• Detailed explanations regarding changes with respect to terms/
• Grow the portfolio through direct sales and through intermediaries.

BUSINESS PLANNING

• Contribute/participate/prepare area reports and presentations (can be regional as well as at a senior level).
• Assist/drive profitability by improved cost managements (commission, management expenses, assessment cost).
• Assist in/produce analysis of existing clients and segments.
• Provide input to marketing ideas.
• Identify opportunities to market the brand. Events budget, invite the intermediaries and participate.
• Analyse of existing clients and segments

DISTRIBUTION CHANNEL MANAGEMENT

• Advise intermediary on appropriate channel selection.
• Take ownership and manage channel solution implementation at intermediary level.
• Manage sales function, quotes (large quotes), channel conflict or under quoting, NQR etc.

LOSS ASSESSMENTS

• Performing assessments.
• Manage part-time assessors.
• Train assessors in collaboration with technical insurance services.
• Performing control/inspection assessments and re-assessments where complaints are logged on assessments.

TECHNICAL SUPPORT

• Training assessors in the correct assessment of the crops cultivated in the designated area (districts). 
• Receive and manage all Damage Reports from brokers after insured loss reports. 
• Conduct insurance assessments, especially specialized assessments, personally. 
• Managing the assessor corps after a hail event to assess the damages to crops. 
• Inspections on a random basis to ensure a high level of accuracy of assessments performed.  

CLAIMS RESOLUTION

• Conducting claims estimates on allocated business/portfolio.
• Facilitate resolution of queries at any point of claim by understanding end-to-end claims process (registration, assessment, settlement, repudiation, dispute handling etc.).
• Interpret policy wordings against claim situations.
• Analyse and report on claims drivers affecting portfolio growth and profit, such as frequency, average cost per claim (acpc), severity etc.
• Manage ex gratia requests by assessing merits (loss against policy cover, policy and intermediary history) and create business cases for management consideration.
• Maintain close network relationships with claims handlers, assessors etc.

INTERNAL NETWORKING

• Build relationships with business and insurance support, facilitate the resolution of queries and issues with claims.
• Contract and monitor service levels with support units.
• Build effective working relationships with RM, RU, assessors and advisors.
• Attend and participate in quarterly distribution planning meetings.
• Manage escalations, exceptions and service interruptions in the different channels.

CROPS

• Understand the climatic needs for each crop, as well as the genetic differences between cultivars.
• Able to distinguish the problems regarding weeds, diseases, nutrition, insects etc.

FARMING METHONDS

• Understand the need for, and the effective use of equipment and machinery.

KNOWLEDGE AND SKILLS

• Business management
• Negotiation
• Sales
• Conflict management
• Presentation skills
• Writing skills

EXPERIENCE AND QUALIFICATIONS

• 2 – 3 years  of specialised crop experience is essential 
• Grade 12
• H Dip degree in Agriculture (preferably with horticulture as a subject)
• FAIS compliance: 
• Commercial and Personal Lines and RE a preference
• Driver’s license

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Job Description

The Santam Direct Call Centre has a position available for a First Line Manager in the Client Engagement department. The role is based in Bellville, Cape Town.

The purpose of this role is to ensure that the client services service levels are maintained within Contact Centre. Lead and manage a team of Client Service Consultants within the larger Client Services team. The incumbent must be available to work shifts and also Saturdays as per the shift schedule.

What will you do

• Drive client service performance against targets.
• Recruit, coach, develop and motivate staff to ensure optimum performance.
• Provide effective leadership and motivation to a team of Client Service Consultants to ensure performance targets are achieved in line with the organisation’s culture and values.
• Ensure a consistent and detailed understanding amongst all service team members of the operational shifts, targets, products, business rules and conditions.
• Communicate nature, rules and all related information for campaigns and transfers.
• Drive performance excellence by developing service level strategies, monitor and manage individual and team performance targets, accomplishments, related incentives and team expense budget against set targets.
• Manage resource capacity planning and utilization thereof to support the achievement of service levels across.
• Actively manage and report on operations and the achievement of targets.
• Resolve customer queries or complaints effectively and within SLA,
• maintain service, quality and desired outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Develop work routines in line with operational plans/schedules in order to manage achievement of service delivery goals.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to improve service delivery.
• Track and resolve operational and performance variations.

Qualification and Experience

• Grade 12
• RE Certificate
• Short Term Insurance Qualification (NQF Level 4)
• Degree or National Diploma (NQF 6) with attendance in Insurance Programmes (NQF 5)
• Minimum 2 years’ team management experience in a call centre environment
• SPECIFIC REQUIREMENTS
• There will be a probationary period for three months, which consist of the following two phases: four week training period after which your knowledge will be assessed; and on a job evaluation phase during which progress will be measured against your ongoing ability to meet a set sales target.

Knowledge and Skill

• Short term insurance industry knowledge
• Knowledge of Call Centre function and operations (telephony, workplace scheduling, metrics)
• Knowledge of management principles
• Finance for non-financial managers (budgeting, managing transactional costs)
• People management experience 
• Personal lines experience