Job Description

WHAT WILL YOU DO?

The successful candidate will manage people, costs, quality, providing client satisfaction by monitoring and meeting targets, deadlines, and compliance to Service Level Agreements. The duties include ensuring the outputs and various targets of the team are achieved. Resolve stakeholder enquiries. The successful candidate will conduct performance appraisals for direct reports. Handling of performance related issues and disciplinary matters and monitoring performance.

The successful candidate will together with the team create opportunities to identify and implement processes improvement in their environment with the goal to achieve best practise and development of staff. In addition, ensure staff resource planning and reporting on adherence and deliver manager reports.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
Ensure compliance with Santam, industry and legal regulatory requirements ensuring TCF and POPIA are embedded in the process. Ensuring that the various targets of the team are achieved. Ensuring compliance with various timelines in terms of the current processes Deal with escalations to and from other departments Resolve client / broker enquiries and complaints. Identify and implement improvement opportunities. Provide feedback to leaders and management team. Keep up to date on internal and external developments and practice to ensure their input and advice is appropriate and forward thinking. Collaborate on initiatives / projects. Evaluating and measuring customer satisfaction and other performance outcomes Managing of external and internal relationships Managing performance related issues and employee relations Analyze, assess and calculate the cost of non-quality data in Santam's operational systems. Design and implement data quality reports for management and business unit. Document and maintain metadata about data elements in the metadata repository (e.g., rules, formulas, definitions, terminology). The metadata will be used to standardize terminology, definitions, etc. across platforms. Establishing standards for data definition and usage, developing data quality measures and participating in data correction efforts. Maintain information policies and procedures. Maintain information archiving and disposal procedures. Work with business units and determine essential information requirements. Broad experience using various IT tools for data queries, retrieval, reports, and data quality. Excellent problem-solving skills, including ability to anticipate problems and use judgment appropriately to plan solutions. In depth knowledge of short-term insurance business processes and data structures. Business analysis knowledge and techniques. Ability to work effectively with a wide range of people with diverse backgrounds and skill levels. Well-developed multi-tasking skills in a fast-paced environment

QUALIFICATIONS AND EXPERIENCE

Grade 12 Insurance related qualification and Relevant Diploma/ B Degree (advantageous) Lean-Six Sigma Blackbelt certification(advantageous) Must be computer literate (MS Word, MS Excel and MS Power Point) Must have at least 5 years short-term claims insurance industry experience 2-4 years' experience in leading people Good understanding of Contact Centre processes and SLA's Strong client service orientation Ability to work independently and under pressure.

SKILLS

Strong conflict management, negotiation and communication skills Strong conceptual development Strong analytical and problem-solving skills. Strong leadership skills Good interpersonal skills Good planning skills Ability to articulate complex or technical concepts and issues in business terms.

KNOWLEDGE

Knowledge of claims processes and claims handling skills Working knowledge of Santam Systems (e.g. BPM, Main Frame, Qlikview, ClaimCenter) Personal & Commercial Lines knowledge

COMPETENCIES

Driving Strategy Commercial Orientation Client Focus Decision Making Enabling Innovation Change Leadership Continues Learning Talent-Focused Leadership Talent Enablement Emotional Intelligence

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.



Take the next step in your career--apply now and be part of a company that's shaping the future of insurance. This is Freedom!