Team Leader: Outsourced Recoveries

CAREER OPPORTUNITY
- This career opportunity is available at Legal Claims Solutions for the Team Leader: OR who will be based at Glacier Place.
- WHAT WILL YOU DO?
- The successful incumbent will be responsible for a team that manages, and monitors outsourced subrogated uninsured recovery claims arising primarily from motor vehicle accidents. This role will include managing, supporting, and developing the team to ensure superior service delivery and quality of work.
In addition, the incumbent will oversee the financial performance of the team, attorneys, and debt collectors. This individual will be required to establish and maintain quality standards that drive client delight, cost efficiency, high financial performance, process compliance and deliver first time right client experience, whilst ensuring compliance to Service level Agreements.

**WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?**
- Managing the Outsourced Recoveries team and overseeing the Attorneys and Debt Collectors (Service Providers) that service the team.
- Managing financial outcomes, ensuring compliance with the Service Level Agreements (SLA) and Client Experience Delivery by the Service Providers to Santam and its stakeholders.
- Overseeing Claims Center Management, claims closing and allocation of claims, cost management, compliance with relevant Legislation, SLA, conduct on-site visits and drive the Service Provider development whilst maintaining the highest standards of service.
- Monitor and report on claims performance, client satisfaction, and risks.
- Handle client care complaints escalation and facilitate resolution.
- Build relationship with Service Providers whilst ensuring compliance with SLA terms and intervening with Service Providers where any deviations might occur.

**QUALIFICATIONS AND EXPERIENCE**
- Matric/Grade 12
- 3-5 years experience in debt collection environment.
- MS Office skills, particularly in Excel and PowerPoint.
- Experience in staff management and coaching.
- Ability to work independently, under pressure, and travel locally.

**KNOWLEDGE AND SKILLS**
- Leadership skills (2IC)
- Good Communication skills (verbal & written)
- Attention to detail
- Project management skills
- Excellent inter-personal skills
- Sound problem solving & decision-making skills
- Ability to interpret policy wordings from various business partners
- Effective time management skills
- Planning and organizing
- Deadline driven.
- General administration.
- Conflict resolution
- Ability to work independently
- Experience in a debt collection environment with a focus on strategy and achieving performance-based outputs through a team dynamic.

**PERSONAL ATTRIBUTES**
- Analytical thinking
- Information seeking
- Directiveness
- Initiative
- Flexibility
- Customer Service Orientation
- Detail Orientated
- Influencing/ gaining commitment

**WHO WE ARE**
- 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.