Manager: Complex Claims

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 Claims department has a position available for the Complex Claims Unit Lead based in Bellville, Western Cape. The position will manage the performance of the claims managers within the relevant unit or across units and is responsible for ensuring adherence and compliance to business unit operational optimisation.
The Complex Claims Unit Lead will also be responsible for best practice value add plans, optimising performance achieved and contributing to the overall profitability of the unit, helping deliver agreed business strategy and business objectives. The incumbent will need to have a detailed understanding of all current and new processes and initiatives to guide the team positively and to provide consistent and excellent service to our clients.
The role is responsible for total claims accountability of about 3 billion rand for finalized claims per year. Taking current claims and co-insurance treaties into consideration the total accountability is 10 billion rand.
Accountable for division management costs between R8-10 million
- Estimated Personal Costs: R7- 9 million
- Variable Costs: R1-2 million

**Claims settlement mandate from executive committee**: R50 million What will make you successful in this role?
- Optimising systems and processes over a short to medium time span.
- Setting goals with the team and making the most of the people, the finances, and the technologies to realise those goals - functions support in their areas of expertise and, if part of management team, across disciplines.
- Being aware of and responding to local conditions.
- Managing and coordinating a whole department / unit.
- Focus on optimising client centricity within the unit.
- Accessing and addressing cross-functional needs and acting accordingly.
- Ensure and oversee compliance and adherence to all business operational functionality (refer to claims mangers responsibilities).
- Responsible for strategic planning for business unit and ensure alignment with higher company strategy.
- Responsible for best practice value add plan.
- Management of cost i.e., Business unit budget.
- Ensure best practice in respect of client service.
- Responsible for ad hoc projects in division.
- Responsible for best practice in respect of people management ie. Communication, change management, teamwork, levels of work. Leadership, living the values. EE development, performance and succession planning.
- Responsible for higher-level internal and external relationship management (across all relevant business units).
- Lead, coach and develop teams to deliver agreed business and personal objectives and optimise the performance of the teams managed to deliver agreed business plans.
- Manage and report on the unit’s performance to the Head of Claims Management.
- Organise, communicate, and interact effectively with people of all levels.

**Minimum Requirements**: Qualifications and Experience
- Matric/Grade 12
- Relevant Law Degree
- Relevant short term Insurance qualification
- Minimum 10-15 years short-term insurance experience in large own damage claims environment, of which a minimum 5 years spent in a managerial position with exposure to managerial functions.
- Sound claims management experience in the short-term insurance industry
- Sound people management experience
- Knowledge of motor and non - motor claims processes
- Insurance product and process knowledge

Qualification and Experience Degree or Diploma with up to 10 years related experience. Knowledge and Skills Manage strategic claims process Estimate management and review Risk management Settlement management in accordance with claim policies Employee management and leadership Personal Attributes Organisational savvy - Contributing through others Manages complexity - 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 through o