Open Positions at Santam Insurance

CAREER OPPORTUNITY

• This career opportunity is available at Santam for the Motor Assessing Department as a Motor Claims Relationship Manager: HCV & Farm Implements, who will be based in Cape Town 

CRM PRINCIPAL ACCOUNTABILITIES

• Management and control of Motor Body Repairers’ KPI’s
• Support Assessing team
• Manage and handle complaints
• Excellent complaints handling and report writing
• Sound knowledge of Smart Repair Technology
• Repair versus replace methodology

Application of below business standards:

• Normalise Cost Ratio (NCR)
• Average Repair Cost (ARC)
• ARC plus Ancillary Cost (ACPC)
• Utilisation of alternative and green parts
• Additional cost after FRC
• Management of MBR/Santam systems as below:
• Abuntex
• Qapter Connect
• RPM
• Parts Procurement Systems
• PartSmart
• Initiate, lead and manage Supplier Performance Measurement meetings as per schedule

QUALIFICATIONS AND EXPERIENCE

• At least 5 years Motor Assessing Experience
• Do you have a minimum of 2 years’ experience in Heavy Commercial Vehicle and farming implements?
• Abuntex Certified 
• Claims Centre 
• Santam System knowledge
• Technical Qualification

KNOWLEDGE AND SKILLS

• Works independently
• Strong negotiation skills
• Good understanding and application of service level agreements
• Time management
• Strategic Influence and thinking
• Strong relationship, negotiation and networking skills
• Ability to influence
• Must be flexible
• Must be able to adapt to change 
• Ability to function in a High-Pressured Environment 

PERSONAL ATTRIBUTES

• Results driven
• Excellent communication skills, written and verbal
• Excellent decision-making ability
• Leading and supervising
• Good organizational skills
• Flexible and adaptable
• Client service focus
• Cultivates innovation
• Analytical thinking
• Influential
• Sound business acumen
• Coaching and development

go to method of application »

WHAT WILL YOU DO

• The successful candidate will be responsible for managing a team of Claims Relationship Managers, ensuring that they are managing and maintaining professional relationships and the performance of MBRs, in line with Santam’s objectives. Additionally, the Manager will be responsible to provide technical support to the team regarding all aspects of the motor vehicle repair process, end-to-end.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Manage and oversee the daily operations of the CRM team with focus on the end-to-end motor vehicle repair process
• Manage and develop the performance of the CRM team, providing regular feedback, coaching and training to ensure staff are performing well within their targets
• Work closely with and providing technical support to other departments within the motor claims value chain
• Manage and develop relationships with service providers within the motor claims value chain, providing regular updates
• Identify and assist to develop and implement processes and procedures to improve the motor vehicle repair process
• Conduct regular audits to ensure quality and compliance
• Manage the budget of the CRM team, ensuring that resources are allocated effectively
• Stay up to date with industry developments and changes in regulations and ensure that the Company is compliant with all relevant requirements
• Monitor and control the following MBR KPIs:

Smart repairs:

• Smart repair technology
• Repair vs replace
• Normalised Cost Ratio (NCR)
• Average Repair Cost (ARC
• ARC plus Ancillary Cost (ACPC)
• Alternative Parts Utilisation
• Paint, Labour and Parts Ratio
• Difference in Quotation vs 1st Authorisation
• Difference in 1st Authorisation vs FRC
• Difference in Quotation vs FRC
• Additional request after FRC

Report on 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
• Monitor, Identify and Manage trends, agree upon action plan and monitor compliance
• Training, upskilling and coaching of reporting staff
• Report on supplier capacity
• Create daily, weekly and monthly reports for feedback
• Project and change management
• Manage and report on Catastrophic events

QUALIFICATIONS AND EXPERIENCE

• VDQ professional qualification, or Automotive body refinisher or, Automotive mechanic 
• At least 5 years’ experience in operation management in the motor vehicle repair and insurance industry
• Experience of managing a group of CRMs or similar professionals, with a particular focus on the automotive industry
• Experience in staff management, including performance management and staff development
• Experience in budget management and resource allocation 
• 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)
• Bachelor's degree in business, finance, automotive engineering, or a related field (advantageous) 
• Expert knowledge in the relevant vehicle repair processes and repair methods
• Expert Microsoft Excel user

SKILLS AND KNOWLEDGE

• Excellent communication, negotiation and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders 
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions
• Performance management
• Knowledge of insurance industry regulations and requirements
• Familiarity with automotive engineering principles and terminology
• Ability to work well under pressure and manage multiple tasks simultaneously
• Ability to work independently with a high level of self-motivation and drive

go to method of application »

Job Description

• The position calls for a person who will provide technical underwriting expertise to assist the Regional Manager and Relationship Managers in managing their broker relationships at both a strategic and operational level with a clear focus on growth, profitability and efficiency in line with the Broker Services and Santam Commercial and Personal objectives.
• The Technical Manager provides technical underwriting support for the Relationship managers and enables quicker decision-making when engaging with our intermediaries for new business quotes on large risks, renewals and other technical queries.

Key Accountabilities

• Provide technical underwriting expertise and advice for all Classes of Insurance.
• Assist Relationship Managers in explaining complex underwriting principles and decisions to intermediaries.
• Balance growth and profit when making decisions by considering the supporting business and regional strategy.
• Analyse profitability of multi-claimants or renewal of individual policies and recommend corrective actions to Regional Managers and Relationship Managers.
• Discuss proposed amendments to pricing models and new covers with Specialist Underwriters.
• Manage: prepare (exception) complex and high value quotes and policy conversions.
• When necessary, discuss and explain Risk Reduction Requirements (RRR) from survey reports and negotiate with brokers to obtain buy-in: escalate queries only if unable to resolve to Specialist Underwriters. 
• Build and maintain effective relationships with key stakeholders.
• Ensure compliance with underwriting guidelines 
• Review new business written

Requirements

• Qualifications
• Grade 12 (Matric Certificate) qualification 
• Higher Certificate in Insurance or equivalent 
• Bachelor’s degree or relevant insurance related diploma (advantageous) 
• Driver’s licence (requirement)
• FAIS compliance is a business requirement.
• Regulatory Examinations (RE) qualification

Experience

• 3 - 5 years’ experience working in a commercial underwriting department assessing risks, determining pricing and terms across all classes of insurance (Property, Casualty and Motor) 
• Computer literate (MS Word, Excel and PowerPoint – intermediated proficiency levels) 

Knowledge

• Thorough Personal and Commercial Lines technical, product and wording knowledge
• Working knowledge of Re-Insurance is and Motor Fleet underwriting

Skills

• Analytical thinking - ability to analyse and apply information and data
• Appreciation of insurance and underwriting principles
• Business partnerships
• Commercial and profit driven
• Conceptual thinking 
• Curious about new developments and technologies and application to risk management
• Excellent inter-personal skills
• Execution and deadline oriented
• Flexibility
• Good communication skills (verbal and written)
• Hunger for improvement
• Impact & Influence 
• Information seeking
• Innovation - innovative flair or ability to unlock this in business and people
• Keen attention to detail
• Negotiation skills 
• Planning and organising - ability to cope with conflicting demands and to prioritise tasks
• Presentation skills
• Solution oriented
• Teamwork and cooperation  
• Tenacious
• Self-Confident

go to method of application »

What will you do?

• Manages and leads a team of contact centre advisors. Ensuring that the team reaches and exceeds set target(s) by monitoring individual performance on a constant basis. The Team Leader should also be knowledgeable on all aspects of the products, systems and processes.
• Mentors and coaches 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 “Wow” 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 experience.
• Inspires, 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

Qualifications 

• Completed Matric (Grade 12)
• FAIS compliance (NQF Level 4) with credits in personal lines or commercial
• A relevant short term insurance related qualification - Advantageous.

Experience 

• 5 - 7 years’ people management experience
• 5 - 7 years’ experience in an operational environment (preferably within the short-term insurance industry)

Knowledge and Skills

• Drive Sales targets
• Coaching and Motivating Team
• Quality Auditing
• Managing Compliance
• Reporting and communication
• Management of employees
• Building High Performance Teams