Team Manager Claims Admin

2 weeks ago

Johannesburg, Gauteng, South Africa Santam Full time
Who are we?
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 centred on our delivery of Insurance Good and Proper.

What will you do?

A position is available at Santam Claims Non-Motor Front Office for a position as a Documents Processing and Administration Team Manager.


JOB PURPOSE

Key Responsibilities:

  • 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 nonquality 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 problemsolving skills, including ability to anticipate problems and use judgment appropriately
to plan solutions.

  • In depth knowledge of shortterm 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.
  • Welldeveloped multitasking skills in a fastpaced environment.
Qualification and Experience

  • Grade 1
  • Insurance related qualification
  • 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 shortterm claims insurance industry experience
  • 24 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. Knowledge and Skills
  • Strong conflict management, negotiation and communication skills
  • Strong conceptual development
  • Strong analytical and problemsolving skills.
  • Strong leadership skills
  • Good interpersonal skills
  • Good planning skills
  • Ability to articulate complex or technical concepts and issues in business terms.
  • Knowledge of claims processes and claims handling skills
  • Working knowledge of Santam Systems (e.g. BPM, Main Frame, Qlikview, ClaimCenter)
  • Personal & Commercial Lines knowledge Personal Attributes Business insight
  • Contributing independently Manages complexity
  • Contributing independently Plans and aligns
  • Contributing independently Interpersonal savvy
  • Contributing independently Build a successful career with us
We're all about building strong, lasting relationships with our employees.

We know that you have hopes for your future - your career, your personal development and of achieving great things.

We pride ourselves in helping our employees to realise their worth.

Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.

Core Competencies Cultivates innovation - Contributing independently Customer focus - Contributing independently Drives results - Contributing independently Collaborates - Contributing independently Being resilient - Contributing independently Turnaround time
The Sanlam Group is committed to achieving transformation and embraces diversity.

This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.

The Group's Em

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