Job Description

OPPORTUNITY

Santam Tailored Claims Solution Department has a position available for a Claims Team Leader that will be based at Auckland Park, Johannesburg.

WHAT WILL YOU DO

The Claims Team Leader will manage a team of Claims consultants that are dedicated to the Hospitality and Leisure Portfolio. The incumbent will also be responsible for leading, managing, supporting and developing the staff in order to ensure superior service delivery. The role will also require leading, coaching and motivating staff to ensure that they fully comprehend and are capable of delivering their responsibilities.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

• Managing, motivating, and leading the team
• Continually reviewing and measuring team activities against targets, standards and service levels
• Handling of performance related issues and disciplinary matters
• Responsible for staff morale
• Management of queries and escalations
• Delivering first time right service excellence
• Ensuring client satisfaction improvement using CSI results
• Responsible for Claims process and Client Experience during the lifetime of the claim and to ensure that complaints are addressed and resolved timeously and amicably and the overall client service management.
• Client care and OSTI referrals.
• Interact with Santam Claims Services, Complex Claims, Claims on Africa policies, Reinsurance and Co-insurance
• Managing of external and internal relationships
• Communicating and interacting effectively with people at all levels (internal and external)
• Provide Technical Claims Support
• Claim Rejections
• Financial payment forecasting and daily approvals
• Management of data
• Ensuring compliance to contracted service levels and optimization of processes
• Documentation and management of Lost Economic Opportunities (LEO) trends and deviations
• Ensuring adherence to policies, legislative requirements
• Provide advice on settlement options and to ensure the indemnification takes place in line with policies and procedures.
• Establishing and maintaining quality standards in respect of accurate claims management
• Managing and Reporting on the unit's performance
• Ensure all operational problems are rapidly analyzed and resolved
• Other ad-hoc tasks as required by the business

QUALIFICATIONS AND EXPERIENCE

• Grade 12
• Insurance related qualification (Commercial)
• Computer literate (MS Word, MS Excel and MS Power Point)
• 2-5 years experience and knowledge in line to middle management level
• 5-7 years claims services - short term insurance commercial environment (Personal will be an advantage)
• Strong client service orientation
• Ability to work independently and under pressure
• Experience in managing, developing & coaching staff (advantage)
• Experience in correlating information, interpreting same and report on the information
• Performance management experience.
• People management experience.

SKILLS

• Leadership skills (2IC)
• Good Communication skills (verbal & written)
• Attention to detail
• Project management skills
• Excellent inter-personal skills
• Sound problem solving & decision-making skills
• Ability to interpret policy wordings from various business partners
• Effective time management skills
• Planning and organizing
• Basic auditing skills
• Critical and objective approach
• Co-ordinate working between Business partners and relevant internal Business units.
• Influencing skills.
• Deadline driven.
• General administration.
• Conflict resolution

KNOWLEDGE

• Fully computer literate (MS Word, Excel & PowerPoint)
• Hospitality and Leisure industry knowledge/experience - Advantageous
• Relevant System knowledge - Advantageous (including Internal Santam Systems)
• Technical product knowledge with regards to short term insurance
• Understand the typical Claims value chain.
• Knowledge of claims processes
• Working knowledge of Santam Systems - Advantageous (e.g. Grail, Persetel & JDE)
• Personal & Commercial Lines experience/knowledge
• Knowledge of claims processes and claims handling skills
• Insurance product and process knowledge

COMPETENCIES

• Driving Strategy
• Building Effective Stakeholder Relationships
• Commercial Orientation
• Client Focus
• Decision Making
• Enabling Innovation
• Change Leadership
• Continuous Learning
• Talent-Focused Leadership
• Talent Enablement
• Emotional Intelligence

WHO WE ARE

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia.

Our success is rooted in our passion for our clients and everything we do is centered on our delivery of Insurance Good and Proper. We're about people. People drive our business so it follows that we want to recruit the best people possible whether they work for us permanently or for a short time as temporary employees.

At Santam we are committed to transformation and embracing diversity. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society. In achieving our employment equity goals we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.

Sanlam