Job Description

CAREER OPPORTUNITY
This career opportunity is available at Tailored Claims Solutions for the Team Manager: OB who will be based at Hill on Empire.
WHAT WILL YOU DO?
The successful candidate will provide technical claims support, quality management, and oversee outsourced insurance claims administration. The role ensures efficient claims processing, adherence to claims core enablers, risk management, and client satisfaction within the outsourced claims environment. Responsible for training binder holders, reporting, complaints escalation, and financial reconciliations related to binder registrations and top-up payments.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?

• Provide expert claims with technical advice on insurance policy interpretation and claims handling.
• Report to and support the off-platform claims managers as well as stand-in for the outsourced registration and top-up claims team leader when needed.
• Facilitate binder core enabler processes and portal training.
• Ensure binder holder compliance with service levels, policies, and legislation.
• Monitor and report on claims performance, client satisfaction, and risks.
• Lead quality assurance, auditing, and continuous process improvement initiatives.
• Liaise with internal and external stakeholders, including underwriting and Santam claims services.
• Handle client care complaints, escalation, and facilitate resolution.
• Participate in Outsourced Business Claims Committee activities.
• Support technology implementation aligned with claims processes.
• Ensure binder holders comply with regulatory requirements and internal frameworks.
• Ensure all binder holders spend reports are sent to Procurement.
• Facilitate Procurement monthly meetings and minutes
• Responsible for claims communications to binder holders.
• Build relationships with binder holders
• Client experiences monthly measurement with Binder holders (VOX)

QUALIFICATIONS AND EXPERIENCE

• Matric/Grade 12
• Relevant degree or busy studying towards a qualification
• Insurance qualification.
• 3+ years in operational claims or underwriting environment.
• 5-7 years claims services experience in short-term insurance (personal & commercial lines).
• Strong knowledge of claims processes and insurance products.
• Experience in Off-Platform, Binder, and Outsourced claims management
• Advanced MS Office skills, particularly in Excel and PowerPoint.
• Strong capabilities in these tools will be essential for navigating complex reporting and contributing to analytics and insights.
• Ability to work independently, under pressure, and travel locally.

KNOWLEDGE AND SKILLS

• 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
• Strong technical knowledge of insurance claims and policy interpretation.
• Deadline driven.
• General administration.
• Conflict resolution
• Ability to work independently

PERSONAL ATTRIBUTES

• Analytical thinking
• Information seeking
• Directiveness
• Initiative
• Flexibility
• Customer Service Orientation
• Detail Orientated
• Influencing/ gaining commitment

WHO WE ARE
Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.
With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions, including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover-we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting. People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.
Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive.