Client Service Manager

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. This career opportunity is available at Tailored Claims Solutions for the Client Service Manager, who will be based in the Glacier Building, Belville. WHAT WILL YOU DO? The purpose of this role is to be Chair for the Claims committee which reviews claims that are rejected. Resolve and formulate responses to complaints received from Clients/Ombudsman/Internal Arbitrator /Client Care /Claims Advocacy team. Provide assistance in specialist technical support to the adjuster and skills development through on the job training /peer coaching. The responsibilities will include resolving disputes involving claims adjustments and negotiations with the insured and or broker after failed attempts by the Adjuster, Claims Service Consultant and Team Manager. Escalating unresolved claims issues to the relevant Manager. WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE? • Providing formal responses to matters referred to Ombudsman/Internal Arbitrator/Client Care/Claims advocacy.• Chair claims committee which determines whether claims are invalid or not (rejections).• Formulating responses to clients disputing rejections /review rejections• Continuous technical guidance and support and up skill and behaviour needs of external adjuster /internal adjusters/claims service consultants.• To curb Lost Economic Opportunity (LEO)• Liaise with Training and Technical Advice.• On the job and peer coaching• Client Service Manager will meet with the client at the client’s premises on request to address contentious matters. This meeting may include the broker as well as the relevant authorised supplier(s) appointed in the claim.• Resolving disputes where claims service consultant’s and team manager’s resources are exhausted.• Ensures adherence to claims policy and philosophy.• Distribute Ombudsman Rulings and Claims Technical advice interpretations.• Single point of entry to Claims Technical Advice• Technical Policy interpretations and liaison with business units• Feedback to underwriters regarding policy wording reviews• Claims complaints must be addressed to the relevant manager.• Standing in for the relevant manager in his/her absence, when on leave or study leave, refer to Operations Manager Continuous technical guidance and support and up skill and behaviour needs of the Assessors.• Regular liaison with management and staff at all levels of the company regarding escalated claims/ flagged.• Consultation with clients, Business and Business Partners on a continuous basis regarding fraud and irregularities• Regular liaison with counterparts at other insurers• Regular liaison with Santam Forensic Services.• Effective relationships with law enforcement and Insurance Crime Bureau, South African police Services National Prosecutions Authorities, Suppliers, Wreck dealers, Brokers, Broker Consultants and Area managers. QUALIFICATIONS AND EXPERIENCE • Matric/ Grade 12.• A post matric qualification• Post graduate insurance or building industry related qualification.• Must be computer literate (MS Word, MS Excel and MS Power Point)• 7-10 years insurance experience in the Non-Motor and Motor claims environment with direct clients• Insurance related training experience• Building and related repairs quantification experience• 2-3 years Management Experience• Sound knowledge of the Santam Motor and Non-motor process• Good verbal skills• Working knowledge of the building industry (working in the industry would be preferable)• Customer Centricity experience.• Lean Six Sigma Certification-Green Belt an added benefit. KNOWLEDGE AND SKILLS • Good negotiating skills• Problem solving skills• Conflict resolution• Good communication – verbal and writ• Excellent interpersonal skills• Strategic thinking• Ability to influence PERSONAL ATTRIBUTES • Drives results• Deciding and initiating action• Leading and supervising• Collaborates• Client focus• Flexibility and adaptability• Cultivates innovation• Strategic decision making• Analytical thinking• Influencing/ gaining commitment• Business acumen• Coaching and development ABOUT THE COMPANY 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. 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