Operations Manager: Non-Motor Desktop

CAREER OPPORTUNITY

Santam Non-Motor Claims has a position available for Operations Manager: Non-Motor Desktop. The position reports to the National Claims Manager: Desktop and the successful candidate will be based at Hill on Empire, Parktown.

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

• Advanced knowledge of property insurance, claims investigation, coverage evaluation, loss assessment (both physical damage and financial loss), reserving, insurance legal & regulatory environment, claims processes, applications/systems and procedures, and finance.
• 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 delivery of Insurance Good and Proper. We’re 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.