Executive Head: Claims

2 weeks ago

Johannesburg, Gauteng, South Africa Santam Insurance Full time

Santam Broker Solutions has a position available for an Executive Head of Claims at senior management level preferably based in Johannesburg.

The position reports to the Chief Executive Officer of Broker Solutions.

WHAT WILL YOU DOTo provide strategic and operational direction to optimise and manage the end-to-end claims value chain within Santam Broker Solutions.

Based on the business vision and strategy, this role will be responsible for execution of long, medium and short-term operational plans inclusive of business objectives with set outcomes, programmes and projects.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLEThe successful candidate will be responsible for the following key areas -:
Lead and manage multiple business areas within the entire Claims business unit.

These areas include the entire process from First Notice of Loss through to Salvage and Subrogation:
Motor Claims for on-platform businessNon-Motor Claims for on-platform businessTailored Claims Solutions for all non-standard processes, off-platform businesses, claims binders.

Legal Claims Solutions – All subrogation claims and specialist liability claimsMerit Claims – High fraud risk claimsClaims processing for Santam DirectClaims Finance Management and Experience ManagementQuality and Knowledge ManagementBusiness Support – Strategic Projects, Product Owners, Data Analytics and BI, ReportingLead a senior team of 8 direct reports and an overall unit with an employee compliment of 960 people, and operating budget of R1,2bn and claims pay-out more than R12bn over 500,000 claims.

Manage the service delivery and partnering with service providers.
Manage intermedia relationships from a claims service delivery perspective.

Managing service levels within the claims environment and ensures corrective action is taken across the value chain to ensure service excellence.

Ensures complete and sound claim settlements, legal reviews, and investigations in accordance with company policies and procedures.
Provides input to strategic decisions that affect the functional area of responsibility. Manage and ensures control of all claims handling expenses.

Resolve escalated issues arising from operations by channelling the matter through the relevant departments and ensuring the co-ordination of the resolution.

Develops procedures and policies to enhance and improve the processing, investigation, and settlement of claims. Actively participates as a member of the Santam Broker Solutions Exco.
Direct the technology roadmap within the claim environment.
Provides strategic direction and overall leadership in the total large and complex claims process.

Drives and delivers against tight deadlines whilst ensuring that all claims received are flawlessly assessed, evaluated, and investigated within defined delivery targets and measures.

Works closely with senior claims managers to ensure estimates reserved are correct and reviewed quarterly, large movements are reported and that files are complete at settlement.

Ensures claims are paid in accordance with policy cover.

Overall responsibility to pro-actively manage risk in the Claims business unit by ensuring control measures are put in place to manage associated risk.

Manages the performance and efficiency of direct reports and ensures recommendations and decisions taken on technical functions are within the operating mandate.

Ensure adoption of digital claims-based methods.
Drive transformation agenda
QUALIFICATIOS AND EXPERIENCEMinimum 10 years' experience in the insurance industry (preferably short-term) is essential.

5 – 7 years of which is experience at a senior management level with a proven track record of not only successful people leadership but also a proven track record in managing process improvements and reducing expenses.

SKILLSStrategic thinking and planning that challenges assumptionsA conceptual, lateral and analytical thinking balance Excellent communication skills and ability to lead meetingsStrong relationship and general management skillsFinancial skills (budget management)Delivery/ results orientationProcess management and improvementStrong negotiation and influencing skillsAbility to prioritise and achievement orientated
COMPETENCIESDriving StrategyCommercial orientationClient focusChange leadershipContinuous learningTeam-focused leadershipIntegrity
WHO WE ARESantam 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.


Our recruitment process
OnboardingStep 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.
Our recruitment process
AdvertiseStep 1
Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.
Our recruitment process
Step 2

Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.

Our recruitment process
Step 3

Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.

Our recruitment process
Telephonic screeningStep 4

Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.

Our recruitment process
Your interviewStep 5
We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot
Our recruitment process
AssessmentStep 6

Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment.

Further employment checks are conducted the ensure the validity of your credentials.
Our recruitment process
Step 7
Prior to an offer being made, there may be a second interview to meet with the Head of Department.

Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.

Our recruitment process
OnboardingStep 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.
Our recruitment process
AdvertiseStep 1
Our vacancies are advertised between 3-5 days depending on the market availability of the skills required.
Our recruitment process
Step 2

Could take a couple of days depending on the volume and the screening process, which various according to the complexity of the role.

Our recruitment process
Step 3

Long listed candidates are sent to the hiring manager to review and consider for the next stage of the selection process.

Our recruitment process
Telephonic screeningStep 4

Candidates may be contacted for a short screening interview to get to know them better and to ask any clarity seeking questions.

Our recruitment process
Your interviewStep 5
We use a competency interview model. Interview dates will be confirmed via e-mail. During the interview you will be introduced to the panel and the process will be explained. Remain calm and sell yourself. This is our opportunity to match your skills to the job. You only get one shot
Our recruitment process
AssessmentStep 6

Should we like what you bring to the table, depending on the job you are being considered for, you may be invited to complete a psychometric assessment.

Further employment checks are conducted the ensure the validity of your credentials.
Our recruitment process
Step 7
Prior to an offer being made, there may be a second interview to meet with the Head of Department.

Should there be a need for any further interviews, be sure to bring the same charm that got you through your first interview.

Our recruitment process
OnboardingStep 8
You made it. Here we ensure we receive all your documents to get you onto our payroll system.

TIPS & TRICKSGetting ready for your interviewThere is not just one way to be successful at Santam, nor is there one way to interview with us.

Interviewing is a two-way process - it helps us learn about you, and it helps you learn about us, our people, and what you could do here.

Santam has been officially recognised by the Top Employers Institute as a Top Employer 2024 for excellence in people practices.

This is the eighth consecutive year that we have achieved this accolade.
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