Operations Manager: Non-motor Desktop

**CAREER OPPORTUNITY**
- WHAT WILL YOU DO?
- This position is responsible for providing strategic and operational direction to optimize and manage the end -to
- end non-motor desktop claims value chain within the Santam Commercial and Personal Non-Motor Claims division. As well as achieve superior claims outcomes through effective workforce/talent management, claims quality and service delivery, and the use of technology and data analytics. The successful incumbent will also be accountable for participating in short-,

**WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?**
- Establishing a clear operational vision aligned with company values and customer expectations.
- Setting challenging yet achievable departmental objectives. Clearly communicate objectives and performance expectations, monitor results and intervene, if/when necessary.
- Creating direction and communicate a business case for change by focusing on and addressing key priorities.
- Consistently serving as a role model across a spectrum of leadership qualities and objectives which include: Agile and adaptable, Delivers outcomes, Builds strong partnerships, Strives for excellence, and acts as team player.
- Managing day-to-day department operations to ensure that adequate resources and technical skills exist to investigate and adjudicate claims in accordance with company claim quality and service expectations.
- Participating in short-, medium-, and long-term strategic business planning for claims operations; prepares, recommends and manages to the department’s annual budget to ensure appropriate resource allocation and expense levels.
- Actively develop and engage claims employees to ensure optimal work environment. Focus staff on continuous improvement, looking for ways to build capabilities and drive organizational efficiency and effectiveness.
- Preparing and distributing management reports analysing and documenting department operations and performance; identifies, analyses, and reports on claims trends in the property insurance claims industry and within the profit centres that the department supports.
- Reviewing and approving claims, within assigned authority limits, appropriately refers expenses and settlements that exceed authority limits for approval.
- Monitoring and evaluating the claims reserve practices within the department and ensure that actual reserves are accurate and established promptly.
- Responsible for implementing effective processes with the aim of minimizing the risk to the company.
- Ensuring compliance to company policies in processing transactions performed at the Non Motor Desktop.
- Meeting the prescribed client experience and satisfaction scores.
- Maintaining and developing the national footprint of the Non Motor Desktop (National role players: Brokers, Clients, Service Providers, and Assessment Branches).
- Focusing on optimising client centricity within the department and ensuring adherence to claims policy and philosophy.
- Managing the department’s finances and identifying Cost saving opportunities by evaluating Direction of Spend and liaising with different divisions (i.e. Procurement) to optimise partnerships.
- Managing and coordinating the day to day operations of the Non-Motor Desktop department.
- Organising, communicating and interacting effectively with people of all levels.
- QUALIFICATIONS AND EXPERIENCE
- Matric Grade 12
- Relevant Bachelor’s degree or equivalence
- Short-term insurance qualification
- Minimum 7+ years’ experience in the short-term insurance industry of progressively more responsible related work experience, some of which in a management capacity.
- At least 5 years of experience in a management role.
- Extensive experience with intermediary and service provider relationships and engagement.
- KNOWLEDGE AND SKILLS
- Negotiation and conflict resolution skills.
- Demonstrated ability to build and maintain strong partnerships,
- Think analytically and critically,
- Identify and prioritize high impact opportunities,
- Set direction and create alignment,
- Lead, inspire, and motivate a team to achieve operational and business objectives by creating an inclusive and innovative culture where each individual feels valued and thrives.
- Other desired skills include: planning/organizing work, communication (verbal, written, presentation, etc.), financial and technological acumen, and agility.
- PERSONAL ATTRIBUTES
- Driving Strategy
- Commercial Orientation
- Client Focus
- Decision Making
- Enabling Innovation
- Change Leadership
- Continues Learning
- Talent-Focused Leadership
- Talent Enablement
- Emotional Intelligence
- 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