Head: Tailored Claims Solutions

**CAREER OPPORTUNITY**
- The Santam Claims division have a position available for a Head: Tailored Claims Solutions. The position reports to the Executive Head of Claims

**THE PURPOSE**
- To provide strategic and operational direction to optimise and manage the end-to-end Tailored Claims value chain within the Claims division. The role will have the purpose of translating the claims strategy and business objectives into strategies, projects and business processes for the Tailored claims end to end.- Leads the strategy development for Tailored claims from first notice of loss through to settlement and salvage recovery.
- Lead and manage multiple processing channels within the entire Tailored claims business unit. These areas include:

- AON & other high net worth claims solutions
- Off
- platform claims
- Management of binder claims processes
- Direct claims
- Segment solution claims
- Lead a management team with a large Tailored claims employee compliment as well as manage the service delivery and partnering with service providers.
- Managing service levels within the Tailored claims environment and ensures corrective action is taken across the value chain to ensure service excellence.
- Manage relationships with brokers and binder holders.
- Ensures complete and sound claim settlements, accordance with company policies and procedures.
- Provides input to strategic decisions that affect the functional area of responsibility.
- Manage and ensures control of all Tailored claims handling expenses.
- Resolve escalated issues arising from Tailored claims operations by channelling the matter through the relevant processing channels and support department and ensuring the co-ordination of the resolution.
- Develops procedures and policies to enhance and improve the validation, assessing, and settlement of claims.
- Actively participates as a member of the Claims Management Committee.
- Collaboration across the distribution clusters
- Direct the technology roadmap within the Tailored claims environment.
- Drives and delivers against tight deadlines whilst ensuring that all Tailored claims received are flawlessly assessed, evaluated and investigated within defined delivery targets and measures.
- Works closely with claims managers and other heads 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 Tailored 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.
- QUALIFICATIONS AND EXPERIENCE
- Relevant Bachelor’s degree or insurance qualification.
- Experience with claims value proposition in a high net worth environment
- Knowledge of binder regulations, execution and governance thereof
- Minimum 10 years’ experience in the insurance industry (preferably short-term) is essential. Extensive experience with intermediary and service provider relationships and engagement.
- 5 - 7 years’ of which is experience at a 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.
- SKILLS
- Strategic thinking and planning that challenges assumptions.
- A conceptual, lateral and analytical thinking balance.
- Excellent communication skills and ability to lead meetings.
- Strong relationship and general management skills.
- Financial skills (budget management).
- Delivery/results orientation.
- Process management and improvement.
- Conflict resolution.
- Strong negotiation and influencing skills.
- Ability to prioritise and achievement orientated.
- COMPETENCIES
- Driving strategy
- Commercial orientation
- Client focus
- Enabling innovation
- Change leadership
- Continuous learning
- Team-focused leadership
- Talent enablement
- Emotional intelligence
- Integrity
- ABOUT THE COMPANY
- 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 ac