Claims Manager

**OPPORTUNITY**
- Santam’s Legal Claims Solutions division has a position available for a Claims Manager: Recovery & Liability. The position is based at Hill on Empire, Johannesburg.**WHAT WILL YOU DO**
- The Claims Manager: Recovery & Liability will be operationally responsible for a team’ overall recovery and third-party claims handling process and performance ( i.e. process efficiency, improved financial results and client experience).
- The incumbent will be expected to provide excellent team management, consistent team support and guidance. Portfolio management will play a pivotal role in achieving excellent results and to excel in this, the incumbent will constantly carry out data analysis, run various focused projects and audits aimed at improving financial and service performance.
- Furthermore, the incumbent will ensure that there is consistent adherence to Standard Operating Procedures, relevant applicable legislations, and industry protocols.**WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE**
- Manage and report on unit’s performance.
- Manage human capital and development of employees.
- Set goals for unit and manage capacity of unit.
- Organize, communicate, and interact effectively with people of all levels.
- Ensure compliance to contracted service levels and optimized processes.
- Manage unit’s costs against budget.
- Document and manage LEO trends and deviations.
- Ensure overall call/ data quality and training.
- Ensure client satisfaction improvements using CSI results.
- Coach and train supervisors and provide advice.
- Mandate to handle claims, by exception.
- Participate in ad-hoc projects and improvements.
- Ensure adherence to various policies, legislature requirements.
- Responsible for employees’ morale.
- Manage internal and external relationships.
- Establish and maintain the quality standards that drive client delight and cost efficiency.
- Deliver first time right service excellence.
- Responsible for managing, supporting, and developing a team of claims handlers to ensure superior service delivery and quality of work.
- Monitor process compliance.
- Continually review and measure team activities against targets, standards, and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
- Lead and motivate claim handlers.
- Build and maintain relationship with unit lead to escalate operational issues or performance concerns.
- Identify variances from benchmarked norms/standards.
- Resolve operational performance variations.
- Escalate irresolvable problems to higher levels.

**QUALIFICATIONS AND EXPERIENCE**
- Matric/ Grade 12
- Relevant Law degree (advantageous)
- Admitted attorney (advantageous)
- Minimum 7-10 years short-term insurance experience.
- At least 5 years in a management position with a proven track record of successful people leadership as well as a proven track record of great team performance (service / financial) and business management.

**KNOWLEDGE AND SKILLS**
- Insurance process and product knowledge
- Analytical and problem-solving (Excel workbook & PowerPoint presentation)
- Delivery/results orientation
- Conflict Resolution
- Business Acumen
- Capacity management and planning
- Time Management
- Negotiation
- Organizing, planning and execution
- Communication
- PERSONAL ATTRIBUTES- Driving Strategy
- Commercial Orientation
- Client Focus
- Decision Making
- Enabling Innovation
- Change Leadership
- Continues Learning
- Talent-Focused Leadership
- Talent Enablement
- Emotional Intelligence
- Ability to work under pressure
- 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.