Manager: Claims

Scam alert: Santam has become aware of an e-mail scam involving the unauthorised use of the Santam logo alongside another brand.Please note that this is a scam. We remind all clients that Santam will only communicate through official channels or the authorised broker. Learn more. Santam Marine Claims has a position available for a Claims Manager . The position reports to the Business Head Operations and the successful candidate will be based at Alice Lane Sandton, Gauteng WHAT WILL YOU DO? This position is responsible for providing strategic and operational direction to optimize and manage marine claims value chain within the Santam Marine as well as achieve superior claims outcomes through effective workforce/talent management, claims quality and service delivery, and the use of technology and data analytics. The successful incumbent will also be accountable for participating in short-, medium-, and long-term strategic business planning, as well as special projects and annual budget planning. You will be required to identify and implement measures to ensure the optimum functioning of the claims area through development and implementation of policies and procedures aimed at standardising operations to achieve a consistent approach across the team, minimising the risk of fraud, rogue claims handling, claims leakage and non-adherence to mandates, measuring the performance of the team against benchmarks, improving service levels, operational efficiency and risk management. WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE? Manage a team of individuals, involved in claims from notification to closure, investing the necessary level of involvement required for each claim depending on, inter alia, the nature, category, maturity, type and quantum of the claim. Ensure correct segmentation of claims to team members in accordance with their technical skill sets Continuous training of team members in accordance with legal developments and new products being offered Follow at all times the Claims Reserving Philosophy and Claims Standards. Develop, iterate, document and execute claims strategies taking into account uncertainties, key decisions, potential outcomes and estimated associated costs. Understand and implement the group “Treating Customers Fairly” policy. Manage claims portfolio(s) to optimise performance including: Regularly review individual claims within the portfolio and keep reserves and records up to date as required by claims controls and standards. Identify issues and trends in the portfolio and take appropriate and/or corrective action. Working across the Marine operations Develop an understanding of marketing and underwriting strategies for the business area and contribute to business development and renewal opportunities by attending client meetings to explain the claims philosophy and approach to claims handling, and discussing any claims issues. Provide input on review of potential or existing insured’s claims experience. Provide feedback on claims trends and developments and their potential impact on the book. Suggest any “wording” improvements. Authority and Minimum Standards Observance Operate within the approved claims authority at all times. Implement minimum operating and claim standards. Have thorough knowledge of industry regulations and minimum standards to ensure compliance with the regulatory, claims and underwriting control standards and protocol Third party Management Follow procedures for the selection and retention of third party professionals and manage these relationships to the benefit of the business area. Where required conduct claim file reviews or audits and resolve any issues identified. Broker and Insured Relations Work proactively to develop and manage strong relations with key brokers and insureds. Promote the brand of excellence and professionalism in client service. Conflict of Interest Adhere to the Conflict-of-Interest policy, alert the appropriate person to any potential conflicts of interest and take steps to resolve them promptly. Immediately advise Leadership if any employee seeks to exert undue influence on you or any other team member to act improperly in the management, reserving or settlement of any claim. People Management Day-to-day management of staff on claims related and other issues. Performance management of team members through appropriate application and implementation of Company policies and procedures. Training and Development of team members so that they may reach their full potential. Contribute to, encourage and ensure teamwork in order to promote a healthy and engaged workforce. Client Liaison (Internal and External) Respond to queries and resolve to the satisfaction of the affected parties within the scope of authority and / or responsibility. Prepare for and attend meetings QUALIFICATIONS AND EXPERIENCE Relevant Bachelor’s degree or equivalent - insurance, law or risk management a preference RE5 and Short-term insurance qualification is a preference Minimum 5 to 7+ years’ experience in the Marine Claims insurance 2 to 3 years’ experience in managing large teams Extensive experience with intermediary and service provider relationships management and engagement KNOWLEDGE AND SKILLS Advanced knowledge of Marine insurance, claims investigation, coverage evaluation, reserving, insurance legal & regulatory environment, claims processes, applications/systems and procedures, and finance. Negotiation and conflict resolution skills. Demonstrated ability to build and maintain strong partnerships. Think analytically and critically Set direction and create alignment Lead, inspire, and motivate a team to achieve operational and business objectives by creating an inclusive and innovative culture where each individual feel COMPETENCIES Driving Strategy Commercial Orientation Decision Making Analysis and Judgement Attention to Detail Interpersonal Skills Leadership & Teamwork ABOUT SANTAM 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 Our recruitment process Onboarding You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 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 screening Step 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 interview Step 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 Assessment Step 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 Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. Our recruitment process Advertise Step 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 screening Step 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 interview Step 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 Assessment Step 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 Onboarding Step 8 You made it. Here we ensure we receive all your documents to get you onto our payroll system. TIPS & TRICKS Getting ready for your interview There 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 2025 for excellence in people practices. This is the ninth consecutive year that we have achieved this accolade. #J-18808-Ljbffr