Claims Manager- High Net Worth

WHAT WILL YOU DO?

This role is responsible for leading and managing three key functional areas within the Tailored Claims Solution Department: Claims Service Consultants, Claims Administration Support, and Non-Motor Fast Track Assessors, each led by their respective team managers. The position ensures the delivery of a seamless, high-quality claims experience across Motor and Non-Motor portfolios by driving operational excellence, enhancing administrative efficiency, and fostering a high-performance culture. The manager also serves as the primary liaison between Santam and intermediaries, ensuring aligned, responsive service delivery and strong stakeholder engagement.

KEY RESPONSIBILITIES

Leadership & Team Oversight

• Lead and manage three team managers responsible for Claims Service Consultants, Claims Administration Support, and Non-Motor Fast Track Assessors.
• Provide strategic direction, coaching, and performance management to ensure alignment with business objectives.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.

Operational Excellence

• Oversee the delivery of claims administration services across Motor and Non-Motor High Net Worth portfolios.
• Ensure efficient handling of claims processes, adherence to SLAs, and optimisation of workflows.
• Drive automation and digital enablement to improve turnaround times and reduce manual effort.

Client Experience & Stakeholder Engagement

• Ensure the delivery of a seamless, high-quality claims experience across Motor and Non-Motor HNW portfolios.
• Serve as the primary liaison between Santam and intermediaries, fostering strong relationships and aligned service delivery.
• Manage escalations and ensure timely, professional resolution of client and broker queries.
• Build and maintain trusted relationships with internal teams, intermediaries, and external partners to support service excellence.
• Champion a client-first culture across all claims administration touchpoints.

Quality, Compliance & Risk Management

• Ensure compliance with claims policies, regulatory requirements, and internal controls.
• Monitor data integrity, documentation standards, and audit readiness.
• Identify operational risks and implement mitigation strategies.

Strategic Integration & Innovation

• Collaborate with cross-functional teams to align claims administration with broader business initiatives.
• Support the rollout of new systems, tools, and process enhancements.
• Contribute to strategic planning and provide insights for continuous improvement.

Reporting & Insights

• Track and report on team performance, service metrics, and operational KPIs.
• Analyse trends and provide actionable insights to leadership.
• Support data-driven decision-making and strategic initiatives.

QUALIFICATIONS AND EXPERIENCE

• Minimum 5–7 years' experience in short-term insurance HNW claims (Motor & Non-Motor).
• 3+ years of experience managing teams and working with intermediaries.
• Solid understanding of claims processes, policy structures, and short-term insurance legislation.
• Grade 12 and relevant B-degree or insurance qualification.
• Budget planning and cost control experience.
• Knowledge of regulatory requirements (FAIS & POPIA).
• High emotional intelligence, discretion, and integrity.

SKILLS & COMPETENCIES

• Strong leadership and people management skills.
• Excellent written and verbal communication skills.
• Professional client-facing and relationship management skills.
• Analytical thinker with attention to detail and process.
• Ability to work under pressure and manage multiple priorities.
• Tech-savvy with experience in claims systems and Microsoft Office.

FUTURE FOCUS ATTRIBUTES

• Digital Fluency: Embraces technology to drive efficiency and client experience.
• Client-Centricity: Keeps the evolving needs of clients and intermediaries at the core.
• Agility & Innovation: Adapts quickly to change and fosters a culture of continuous improvement.
• Collaborative Leadership: Builds cross-functional partnerships to deliver integrated solutions.

PERSONAL ATTRIBUTES

• Driving Strategy
• Commercial Orientation
• Client Focus
• Decision Making
• Enabling Innovation
• Change Leadership

WHO WE ARE:

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 are 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 achieving our employment equity goals, we give preference to applicants from the designated groups in alignment with the Divisions Employment Equity targets.