First Line Manager

CAREER OPPORTUNITY

Santam Direct Motor claim department has a position available for a First line Manager who will be based in Tygervalley, Cape town.

WHAT WILL YOU DO

The candidate will manage the Claim Service Consultant team. This role shall support our Direct motor claims branch and shall be responsible for the fulfilment and finalisation of claims in line with the Direct Claims Service SOP. The incumbent shall manage, support and develop a team of people who are the claim owners and support the desktop assessors. The role is to achieve exceptional results and to ensure superior service delivery within the Service Level Agreements and Standard Operating Procedures applicable to claims. The role will also require leading, coaching and motivating Claim Service Consultant team to ensure that they fully comprehend and can deliver on their responsibilities.

WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE

•    Best practice in respect of people management
•    Process and operations management
•    Client service management
•    Ensure all operational problems are rapidly analysed and resolved
•    Mandate to handle claims, by exception
•    Lead, develop and motivate team
•    Apply basic statistical/data analytics to track and improve performance and its variations
•    Address and Resolve operational performance variations

QUALIFICATIONS AND EXPERIENCE

•    Matric certificate or equivalent qualification
•    FAIS complaint
•    Insurance related qualification
•    Computer literate (MS Word, MS Excel and MS Power Point)
•    Experience in high volume processes management (advantageous)
•    2-5 years’ Claims experience 
•    5-10 years’ insurance experience  

SKILLS

•    Experience in high volume processes management (advantageous)
•    Experience in Guidewire ClaimCenter Claims
•    Experience in developing & coaching staff
•    People Management
•    Negotiation skills
•    Knowledge of quality processes
•    Presentation skills
•    Proficient in English
•    Good communication (verbal & written )
•    Experience in Workflow Management
•    Relevant systems knowledge
•    Strong client service orientation
•    Good knowledge and interpretation of insurance contracts

COMPETENCIES

•    Driving Strategy
•    Reporting – attentions to detail and tracking performance
•    Client Focus – Adhere to strict turnaround times
•    Internal stakeholder focus – Adhere to SOP and TAT
•    Decision Making
•    Enabling Innovation 
•    Problem Solving
•    Team Work
•    Planning and Organising
•    Enabling Innovation
•    Continues Learning
•    Talent-Focused Leadership
•    Talent Enablement
•    Emotional Intelligence

ABOUT US

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. 

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro-inclusivity and fostering a workplace where everyone can thrive. 

Take the next step in your career—apply now and be part of a company that’s shaping the future of insurance. This is Freedom!