Motor Claims Relationship Manager

CAREER OPPORTUNITY
- This career opportunity is available at Santam for a Motor Claims Relationship Manager and will be based in the Motor Claims North Region, Pretoria/ Johannesburg
- WHAT WILL YOU DO?
- Overall responsible for building, maintaining and managing professional relationships with the MBR’s, in line with Santam’s objectives, in the designated area. Provide technical support and deliver a high-quality service in the claims value chain (Broker, Client, Motor Body Repairer, Motor desktop Assessor and Claims Service Consultant) regarding the motor vehicle repair process and delivering superior client service.

**WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?**
- Monitor and control the following MBR’s KPIs:

- Smart Repairs:

- Smart repair technology
- Repair vs replacement
- Support Assessing team
- Manage and handle complaints
- Application of below business standards:

- Normalise Cost Ratio (NCR)
- Average Repair Cost (ARC)
- ARC plus Ancillary Cost (ACPC)
- Utilisation of alternative and green parts
- CAP, Used and Refurbished
- Paint, Labour and Parts Ratio
- Difference in Quotations vs 1st Authorization
- Difference in 1st Authorisation vs FRC
- Difference in Quotation vs FRC
- Additional cost after FRC
- Management/Support of MBRs/Santam systems as below:

- Abuntex / Quoting solutions
- Qapter Connect
- AudaAudit
- RPM
- Parts Procurement Systems
- AudaTarget
- Initiate, lead and manage Supplier Performance Measurement meetings as per schedule
- Monitor and identify trends, agree action plan and monitor compliance (improvement and progression)
- Training, upskilling and coaching of Motor Body Repairers
- Manage supplier capacity
- Create weekly and monthly reports for feedback
- Project and change management
- Managing catastrophic events

**QUALIFICATIONS AND EXPERIENCE**
- Matric
- VDQ Professional qualification, or Automotive Body Repairer, or Automotive Mechanic
- At least 5 years Motor Assessing Experience
- Expert Abuntex user with in depth knowledge of Abuntex products such as Qapter connect, AudaTarget (NCR), AudaInvoice, parts Procurement systems Abuntex Certified
- Management Experience (advantageous)
- Supply Chain Management experience (advantageous)
- Stakeholder and Vendor Management experience (advantageous)

**KNOWLEDGE AND SKILLS**
- Communication skills to effectively communicate with internal and external stakeholders, MBR’s and Assessors
- Effective crises management during workload changes
- Working with people
- Planning and organising
- Coping with pressure and setbacks
- High level of negotiation skills
- Performance management

**PERSONAL ATTRIBUTES**
- Results driven
- Excellent communication skills, written and verbal
- Excellent decision-making ability
- Leading and supervising
- Good organizational skills
- Flexible and adaptable
- Client service focus
- Cultivates innovation
- Analytical thinking
- Influential
- Sound business acumen
- Coaching and development

**Who Are We**
- Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.
- With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.
- People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.