Manager: Salvage and Recovery

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?
Santam Salvage Management Department within the Claims Division has a position available for a Stolen & Recoveries Manager who will be based in Auckland Park, Johannesburg.
**Reporting into the Head**: Salvage Management, the Stolen & Recoveries Manager will be responsible for supporting the departmental strategic objectives to ensure superior service delivery.
The role is also responsible for establishing and maintaining the quality standards that drive stakeholder engagement, cost efficiency, and excellent service delivery.

The purpose of the role is tactically supporting the end-to-end Motor and Non-Motor Salvage process nationally. It also involves maintaining relationships with key stakeholders, comprising of all internal departments and external suppliers to execute the salvage operations strategy.

KEY RESPONSIBILITIES'
- Monitor and manage daily activities by monitoring workload and tasks and ensure the standard service delivery to client's and business partners.
- Managing the process related to: stolen/hijacked and recovered salvage, burnt out & abandoned salvage, cross border salvage (foreign vehicles) and the Tender process related to salvage vehicles.
- Serve as Key Account Manager to various Salvage service providers, internal & external stakeholders and industry forums including but not limited to Xtnd, Pierre Krynauw Attorneys, SAICB, SAPS, Santam Forensics, auction houses and individual Tender service providers.
- Ensure that all recommendations and decisions are in line with the relevant Claims and Regulatory policies and guidelines.
- Ensuring proper compliance and governance during the salvage items life cycle in accordance with various regulatory aspects, Santam Claims Framework, salvage process, SOP’s and SLA’s
- Assist in the handling of escalated complex queries and all complaints (assisting Team Leaders when necessary).
- Assist with the implementation of new initiatives and projects.
- Ensuring all Governance problems are rapidly analysed and resolved so there is minimum interruption to the team's work, and present basic conclusions and recommendations to the Head.
- Participating as required in the development and maintenance of procedures, systems and processes to support the effective service delivery.
- Communicating and interacting effectively with people at all levels.
- Ensuring compliance to contracted service levels and optimization of processes.
- Ensuring that the department complies with all relevant legislation
- Ensuring adherence to policies, legislative requirements, and monitor process compliance.
- Managing of external and internal relationships.
- Establishing and maintaining quality standards that drive client delight and cost efficiency.

What will make you successful in this role?

QUALIFICATIONS AND EXPERIENCE
- Grade 12
- Insurance related qualification
- Insurance regulatory knowledge
- Relevant Technical Diploma, B Degree (advantageous)
- Computer literate (MS Word, MS Excel and MS Power Point)
- 2-5 years' experience and knowledge in line to middle management level
- 5-10 years' insurance experience
- People Management experience
- Abuntex conversant will be an added advantage
- Strong salvage and/or motor repair technical knowledge.
- Financial reporting and/or Accounts Payable exposure

SKILLS
- Strong client service orientation
- Experience in high volume processes management (advantageous)
- Experience in Workflow Management
- Relevant systems knowledge
- Experience in developing & coaching staff
- Good communication skills (verbal & written)
- Must have people management skills
- Negotiation skills
- Good knowledge and interpretation of insurance contracts

Personal Attributes Interpersonal savvy - Contributing through others Decision quality - Contributing through others Plans and aligns - Contributing through others Optimises work processes - Contributing through others 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 through others Customer focus - Contributing through others Drives results - Contributing throu