Non-motor Client Experience Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Sanlam Full time

OPPORTUNITY

  • This career opportunity is available at the Santam Non-Motor in the team of Non-Motor for the Client Experience Manager, managing the client experience for the entire Non-Motor value chain, and will be based in Hill on Empire.
    WHAT WILL YOU DO
  • The purpose of this position is to be the custodian for the client experience throughout the nonmotor claims journey. The incumbent will manage client related matters and partner with various areas to implement client experience initiatives to assist in achieving the Non-Motor claims client experience strategic objectives.
    WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE
  • The incumbent will be responsible for driving strategy to improve policy holder and broker claims experience by designing and continuously improve client journeys across the relevant client landscapes supporting our strategy.
  • Develop and manage the framework, tools and processes for insights gathering, measuring and analysis of voice of the client insights thereby creating the knowledge necessary to build, optimise and improve client experience.
  • Provide clear and comprehensive understanding of client needs and experience based on applied research methodologies.
  • To derive and effectively communicate clientcentric recommendations that influence the design of products and services.
  • Partner with the Front Office Managers, Regional Claims Managers, Broker, Relationship Managers, Port Folio Managers and Key Account Managers managing Client Experience
  • Management of compliance to process SOP's and SLA's
  • Management of good and poor customer insight and ensure customer insight targets are met.
  • Ongoing communication with Business Partners (internal & external)
  • Ensure continuous streamlining of business processes.
  • Conduct root cause analysis and provide feedback to the relevant parties to find a solution.
  • Act as a bridge between clients and their business unit for Non-Motor.
  • OSTI/ internal arbitrator escalations

QUALIFICATIONS AND EXPERIENCE

  • Matric/ Grade 1
  • Bachelor's degree an added advantage.
  • Insurance related qualification
  • Computer literate (MS Word, MS Excel and MS Power Point)
  • Must have 510 years of experience in the Non-Motor claims environment.
  • Customer Centricity experience.
  • Lean Six Sigma Certification-Green Belt an added benefit.

KNOWLEDGE AND SKILLS

  • Good negotiating skills.
  • Problem solving skills.
  • Conflict resolution.
  • Business acumen.
  • Good communication verbal and written.
  • Strong management skills.
  • Excellent interpersonal skills.
  • Excellent analytical skills.
  • Conduct behavioural and situational analysis.
  • Formulate and execute initiatives, programs, and strategic objectives.
  • Proven computer literacy including advanced MS Word, Excel and Power Point.
  • Ability to interact and liaise with a diverse audience range.


 COMPETENCIES
  • Drives results.
  • Information seeking.
  • Collaborates.
  • Client Focus.
  • Flexibility and adaptability.
  • Cultivates innovation.
  • Analytical thinking.


 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.

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